Sometimes, life takes unexpected turns and surprises us with extraordinary stories.
Pattie, a retired airline flight attendant with decades of experience in the travel industry, found herself on the other side of the Lost & Found headache when her husband lost his phone during a flight. Little did she know that this incident would lead to a remarkable journey, ultimately resulting in a heartwarming reunion with the help of Savannah/Hilton Head International Airport (SAV) and their partnership with Boomerang.
The Lost Phone Saga
Pattie’s husband lost his phone while traveling from Manchester, NH (MHT) to Washington, DC (DCA). As a former airline employee, Pattie heard countless stories of lost items from travelers over the years. Now, for the first time, that story was hers – she was feeling anxious, frustrated, and uncertain of losing something valuable during her trip.
After discovering that the phone had fallen out of its case mid-flight, Pattie’s husband alerted her about it. Using Apple’s Find My Phone feature, they tracked the device and luckily, discovered that it was still aboard a flying aircraft. Seeking guidance, they contacted the American Airlines customer support line, who shared that the aircraft was headed to Savannah/Hilton Head International Airport, and American Airlines advised them to file a claim through their Lost & Found software partner Chargerback.
We recently published this blog on Chargerback’s short-sighted business model.
The Unexpected Turn
By tracking the phone with Find My Phone, it was clear that the phone arrived at Savannah/Hilton Head International Airport, but 48 hours later, Chargerback still didn’t have a match to her claim. Frustrated yet determined, Pattie decided to take matters into her own hands.
Pattie picked up the phone and reached out to the Information Center team at Savannah/Hilton Head International Airport and explained her situation. To her surprise, the representative went above and beyond, physically navigating the airport to help locate the phone based on its Find My Phone coordinates. The team member recruited the assistance of an American Airlines agent who, after diligent searching, discovered the phone tucked away in a drawer at the gate.
The Magical Moment
When the lost phone was finally recovered at Savannah/Hilton Head International Airport, the agent promptly brought it to the Information Center representative, who handles the airport’s Lost & Found. Recognizing the significance of reuniting Pattie with her husband’s phone, it was quickly logged into Boomerang, and the match to Pattie’s claim was powered.
With great excitement, Pattie processed the return shipment through priority mail to get her phone back as quickly as possible. Three days later, there it was: the much-awaited package arrived, bringing immense relief and joy to Pattie and her husband.
When asked about her Lost & Found experience, Pattie stated, “I was very happy with the SAV airport’s customer service and Boomerang’s platform. I knew I could get the phone back, I just didn’t realize how much help I had on my side with SAV and Boomerang to pull it off successfully. They made up for the shortcomings from American Airlines’ customer service department and Chargerback.”
Acknowledging Exceptional Service
The outstanding support provided by the Information Center team at Savannah/Hilton Head International Airport deserves special recognition. While Pattie was not a passenger at their airport, SAV went above and beyond to help her locate a phone lost during an American Airlines flight. This exceptional dedication to customer care helped bridge the gaps in the Lost & Found process, ultimately leading to a successful reunion.
This inspiring success story is a great reminder of not only the power of perseverance but also how customer service is a key driver of Net Promoter Scores (NPS), retention, and, ultimately, brand reputation.
Here’s what Lee Ann Norris, Customer Experience Manager at Savannah/Hilton Head International Airport, who oversees Lost & Found, had to say: “At SAV, we strive to deliver exceptional service in a first-class manner! Our goal is to ensure that everyone we interact with has a positive and memorable experience. The members of my team at the Information Center are carefully selected for their passion to exceed our customers’ expectations. I am thrilled when we receive feedback like this, although I am not surprised. They are an awesome team, consistently going above and beyond to deliver the best.”
