I'd like to travel WITH my suitcase, please...

Good morning everyone,

I went out for a run yesterday morning...what a mistake that was. I was knackered all day. For those of you who still don't know...yeah, it's hot out. For those of you who want to know if the weather is going to cool down anytime soon, the answer is no, maybe never. Ha ha!

On the evening of 11 August, now known as Mountain Day and the beginning of the Obon holiday season, a staggeringly large number of passengers on ANA flights from Haneda Airport in Tokyo to various locations across Japan received a shock when their luggage failed to appear on the carousel.

However, rather than the crushing depression and sighs of “Why me?” that usually accompany an instance of lost baggage, these passengers were more perplexed by the fact that everyone else’s luggage appeared to have gone missing too.

Instead of their belongings, arrivals in Oita airport were greeted with a handwritten apology scrawled on a whiteboard as this tweet shows.

ana message

Instructions to arriving customers

We are very sorry for the inconvenience today. Your baggage could not be loaded onto this flight because of a failure in the conveyor belt at Haneda Airport. As soon as your baggage arrives at Oita Airport we plan to send it to you by courier. However, although we plan to send your baggage today, there is a lot of congestion at Haneda Airport. There is a possibility that we cannot deliver your luggage today.
Thank you for your understanding.
*We are offering papers for you to fill in your address. Please pass the paper with your address on it to the attendant.

According to an inquiry made by BuzzFeed Japan to ANA, the conveyor belt malfunction occurred at about 6:25 a.m. and was fixed about an hour later. However, rather than cause large-scale delays of the 19 flights scheduled to leave that morning, ANA made the ballsy decision to just send them off as they were.

However, they also reportedly made an even ballsier choice not to tell the roughly 5,500 passengers what they were doing, and, according to some tweets, they even covered it up with a dubious announcement.

“ANA is crazy. They don’t load the baggage and take just the passengers to Hokkaido. At the time we were supposed to take off, they announced there would be a short delay because ‘they were loading the bags.’ Stupid. Now I have to write my address on a piece of paper, so they’ll send it to me. What the hell!”

BuzzFeed Japan also interviewed a passenger who went to Okayama bagless, and got the same “baggage loading delay” announcement as the woman in Hokkaido. However, this man had no address to write down. When he told ANA staff this, they apologized and gave him an envelope with Y5,000 inside.

However, according to the following tweet not everyone on these flights was apparently told about the 5,000 yen apology either.

“After writing down my address on a slip of paper and stepping outside, I overheard a couple complaining about the ‘measly Y5,000’ they got as an apology. Eh? I can get money?
Apparently if you get all angry and get up in the staff’s face, they’ll slip you an envelope with Y5,000 inside. lol.
It’s kind of sneaky of them not to tell everyone.”

On one hand, you can almost admire the steely cold pragmatism of ANA taking such a bold move to avoid the chaos of thousands of angry people in Haneda airport and instead dividing them into 19 smaller angry mobs across the country while at the same time keeping all flights relatively on schedule.

However, not informing the passengers as to what was happening doesn’t really seem in keeping with the legendary customer service Japan is known for. Wouldn't it have been more logical for them to inform the customers and then give them choices? You can travel now and we'll send you your bag later; you can collect your bag and wait for the next flight when the conveyor is working; you can try a different airline/option and we'll pay the difference. Pretty shocking that they would do that, don't you think?

What do you think they should have done?

Have a great day!

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