The Theory of Lost Luggage

The Theory of Broken Windows. It basically states that a lack of attention to small problems can lead to bigger problems. If a building has a few broken windows, there seems to be a tendency for people to assume that more things are broken and that it doesn’t matter if a few more windows break. Problems escalate from there.

The Theory of Lost Luggage

Lost Forever
The airline and airport industry represents a large part of my business and I tend be very forgiving when things ‘break’. Even when my suitcase got lost once. The airline thought it had arrived at my destination, a major US airport, but after days and then weeks, they gave up. Even though the suitcase had a tag with my name and telephone number attached. Lost forever.

Cold Numbers
Apparently it is cheaper to just compensate the passenger (and eventually sell the bag and its content to the highest bidder) than to find the bag and return it to the owner. While technology is getting better and the cost of mishandled baggage has been cut in half since 2007, the total cost for airlines globally was still a staggering $2.3B in 2015.

Cold Facts
According to SkyTrax, an independent customer forum that reviews airlines and airports, lost luggage was the number one customer complaint in a September 2015 analysis. So if passengers are so upset and technology is readily available, why would airlines and airports not jump on the opportunity to improve the customer experience?

The Theory of Lost Luggage
Passengers are very disappointed, many times angry and sometimes suspicious when their bags are lost. An airline is seen as high-tech company and losing a bag does trigger mistrust: ‘If they just can’t find my bag, what else might be broken?’ Over the coming years, the battle for customer experience ratings might very well be a battle against the theory of lost luggage.