British Airways fly passenger’s lost passport to London in time for his flight
A BRITISH Airways customer who forgot to pack his passport was reunited with the document before his flight, after airline staff came together to get it to him in time.
Jonathan Cowey was due to fly from London Heathrow to Venice but realised he had left his passport at home in the North East.
Having taken a domestic flight from Newcastle to London in the morning, there was no way he could’ve picked up the passport himself before he was scheduled to fly.
However, Cameron Wishart, Lead Customer Experience Manager at British Airways, began orchestrating a reunion, to make sure Jonathan was able to make his flight.
The passport was passed through various staff members’ hands, including ground staff, pilots and others, until it reached Cameron at Heathrow, who was able to hand it to the passenger.
In a post on LinkedIn Jonathan said: “You know that sinking feeling you get when you realise you’ve done something really stupid?
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“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.”
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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!”
Other people were amazed by the effort Cam put into reuniting Jonathan with his passport.
One wrote: “Fabulous effort Cam – continue doing the right things. You’ve set the bar for all potential ‘Cams’ out there.”
Another added: “Wow! This is an excellent illustration of superb customer service!”
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Meanwhile, this pilot went viral for his incredibly kind gesture towards a young girl.
And this flight attendant helped a mother calm her screaming baby during a long plane journey.
