I just returned from the Special Libraries Association Annual Conference in Vancouver, Canada. While my return flight was uneventful, getting to the conference was quite the opposite. In short, I arrived and my bag didn’t.

From the moment I disembarked until the moment my bag finally arrived at the hotel (that would be 2:00 am, local time and two days later!) I soon discovered that my dealings with this airline were more about “reactive” customer service – I reacted, they countered with a template response. At no point during the multiple conversations I had, both in person and on the phone, did they mention possible options or provide any kind of support – I even had to ask for a tooth brush when I submitted my initial claim form! Only when I finally asked what they suggest I do since I had nothing to wear for a session I was moderating, did they share that I could purchase something to wear and submit the bill. Continue reading →