06-15-2021
05:56 PM
06-15-2021
05:56 PM
Thanks for the replies. The story had a happy ending: the person who accidentally took the wrong bag returned to the airport after the airline called them (using the contact information on the suitcase that was still at the airport). My surprise, however, is that the SWA employees were a mess, and frankly made the situation worse. It was clear that they were improvising, and I didn't think they handled it well, so I was curious if there was a protocol for this situation.
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