BRITISH Airways staff helped reunite a customer with his passport after he forgot to pack it.
Jonathan Cowey was supposed to fly from London Heathrow into Venice, but realized he had forgotten his passport in the North East.
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He had flown from Newcastle to London the previous morning and it was impossible for him to have picked up his passport before he was due to fly.
Cameron Wishart (Lead Customer Experience Manager at British Airways) organized a reunion in order to ensure Jonathan was able make his flight.
Passports were passed through many staff members including pilots and ground staff until they reached Cameron at Heathrow. Cameron was able then to give the passport to the passenger.
In Post on LinkedIn Jonathan said: “You know that sinking feeling you get when you realise you’ve done something really stupid?
“That was me as my plane touched down in Heathrow, connecting to Venice and then realising I’d forgotten my passport!
“Somehow, we managed to orchestrate a massive team effort to get my passport from my home, 300 miles away, to Newcastle International Airport into the hands of the Swissport ground crew, into the jacket pocket of a BA pilot captaining the next flight into Heathrow, into the hands of the ground handlers at Heathrow and then back to me, all in time for the evening flight to Venice. Wow.”
Cameron said “I’m so delighted that we were able to help Jonathan and he could make his trip to Venice!
“It was a real team effort with many colleagues across the business coming together to reunite him with his passport.”
Jonathan added on LinkedIn: “Sure – it’s just a passport, but my point being is that in a world where the service industry is really struggling (costs, resources, disruptions etc…) there are some superheroes who are still willing to do everything it takes to help you get on the next leg of your journey.
“If there’s one thing you do today….. be more Cam!”
Cam’s efforts to reunite Jonathan and his passport were also astonished by others.
One wrote: “Fabulous effort Cam – continue doing the right things. You’ve set the bar for all potential ‘Cams’ out there.”
An additional: “Wow! This is an excellent illustration of superb customer service!”
This pilot’s kind gesture to a young girl became viral in the meantime.
A flight attendant calmed a screaming baby while she was on long flights.
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