Why Service Recovery matters
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.
I interpret it as it’s not my job and/or my problem.
At the airport, I went to Latam’s office and explained what happened. Again, I calmly told we needed our luggage and asked them to send it to the final destination right away. The answer: you have to talk to Latam when you arrive at your destination because if we report this problem here, they will send the luggage to Chile.
I guess it’s hard to inform the right address on their request (sarcastic mode).
When we finally arrived in Brazil, many hours later, exhausted, passing through all the process to enter a country, we had to wait at least one more hour to talk to Latam, explaining again what happened, and of course, at this point, very stressed out.
Well, Latam told us they would request Alaska to send our luggage, but they couldn’t promise a delivery date. I told the attendant that we didn’t have any…
