Why Service Recovery matters
3 min readApr 22, 2020
Last Christmas, I traveled with my husband to Brazil from San Francisco. Our trip had many layovers. It was truly exhausting.
When we were waiting for our next flight in Chile, I received a call from Alaska Airlines. They told me our luggage was still in Los Angeles. I asked them to send it to my final destination as soon as possible. They told me they couldn’t because I bought the ticket from Latam Airlines.
