Let me add this too. PHX- it's actually better to call the airline back and let them call the courier. I know it sounds like the middle man thing, but it's actually a bit better. First we are able to better track when the courier service misbehaves and doesn't meet delivery times. Second, we have the numbers to the manager, and often times the owner of the company.
I had worked baggage service for several years. It's very hard to find a good delivery service. But every couple years someone new comes along to give it a try. I would usually end up switching over because the existing company wasn't cutting it. After a while the new company would go south and I would have to switch again. But because we were getting the calls from the passengers, we were able to keep track of these things and know that we need to find someone else.
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