This is in response to Delta Airlines indifference. My 17-year-old daughter, flew into the Atlanta airport on the evening of August 11, from London England ending her first international travel. Upon exiting customs, she realized she left her video camera, a Cannon ZR60, on the plane. She was one of the last people to exit. J. ran back to customs and tried to get one of the agents to let her back onto the plane. Custom's refused her request.
They sent her to the Delta ticket station who then referred her to Delta's Lost & Found. At Lost & Found she was told to fill out a Baggage Tracing Information form upon her arrival in Lexington; which she did. Needless to say, the camera was never found. Her pictures and personal thoughts; gone.
Your personnel's lack of concern, culminated in her camera, a Cannon ZR60, disappearing. What was a trip of a lifetime turned into major disappointment, frustration and anxiety because of your employee's disconnect toward J. J knew exactly where the camera was(see the form). One phone call to the arrival/departure gate would have recovered her camera. Instead, she had to nervously wait, while she flew into Lexington from Atlanta, to fill out a tracer request for the camera. In the Lexington Lost & Found, the lady reassured her camera could be recovered. She said that the cleaning people would have to enter the plane and prepare it for the next flight to Frankfort Germany. J's hope was shot down 1 week later when she was told that if the camera wasn't found after a week, write it off and try to collect on your insurance.
If J had experienced cooperation and concern instead of employee apathy and detachment, her arrival home would've been full of joy and happiness. Instead she was overwrought and worried.
I don't know how you get individuals to go beyond their job descriptions and show concern. I realize the security of the plane and its passengers are foremost in today's national climate. But I do understand what being a Good Samaritan is and going beyond ones job duties, even if it might cause a supervisor some anxiety. What could have been a climatic event to a wonderful lifetime experience turned into a jaded teenager trying to understand what exactly is customer service. Please consider the consequences of apathetic employees