I have written a few posts on this blog about Air Canada, and most of them have been negative. However, just to show that I don’t have anything against them, I did want to post a positive story.
Last night I arrived in Las Vegas and after a few minutes it became clear that someone had accidentally taken my suitcase off the carousel and left with it. It didn’t take Sherlock Holmes to figure this out because I was the only person left waiting for a bag and there was only one bag left. The problem was, it wasn’t my bag.
Air Canada immediately contacted the person whose bag it was, found out the hotel they were staying at and within three hours had my suitcase delivered directly to my hotel room. I went from frustrated to satisfied very quickly and I was impressed with the speed at which they dealt with the issue.
As I’ve said before, it’s not about whether or not you make a mistake, it’s about how you deal with that mistake that differentiates you from other organizations.