Unfortunately there are airlines which make amends and have a life long following.

Three years back, I flew back from DXB to JFK and Emirates knocked out a removable beverage holder from our baby's stroller. I should have removed the beverage holder from the stroller (it is removable, as I said).

I was not intending to file a baggage claim report, but I casually mentioned to a EK flight attendent who was waiting for her bags. She immediately, got me in touch with a baggage claim rep (swissport) and got my claim filed.

The next day, I got a call from Emirates, and was requested to get an invoice from a leading retailer the price of the stroller. I gave the quote from target, walmart and toysrus (all around the same price of $200).

I was expecting about a $25 to $50 comp since it was only a beverage holder which was broken and the stroller was perectly usable.

Now here is the amazing part - I got a check of $200 fedexed to me two days later with a note of apology on their premier stationary (gold letterings etc.)


I rather felt a little embarrased accepting this check. I was looking for a $25 replacement part, and here is a full $200 - no questions asked.

Result - I book Emirates for my Asia/ Africa trips, even if they are a tad expensive.

Later, I check United, AA's policies - and they specifically exclude strollers from baggage related claims.

Another example recently - we were travelling to Brussels from Newark, with our two kids. I and both my kids were fast asleep. My wife wanted to use the rest room - and a flight attendent volunteered to stay near our seat, until my wife got back to keep an eye on our children.

Guess who is getting my business the next time I got to Brussels or onward from there to India - yes, Jet Airways

Customer Service - It makes all the difference in the world!

I can quote more examples with Singapore and other airlines who excel at customer service.