Originally Posted by orlandodlplat

I just had the most amazing experience flying JFK-ICN on the DL-coded, KE-operated flight.

First of all, the flight was delightful. Very nice crew, good food, brand new fully-flat seats in J, great AVOD selection, on a 77W couldn't have been more than a year old. The JFK lounge attendant invited me into the first class side, even though I was in business. (E+ perk?)

Once onboard, doors closed 20 minutes early, and we arrived on time 14 hours later.

Immigration was a breeze, and I arrived at baggage claim the minute the belt started moving. First bags were all tagged priority, and of those mine was the 10th off the belt.

This was a flawless experience, how flying should be - and now, the mind blowing part:

When I retrieved my bag, I discovered it was dripping wet, on the outside. (It was not raining at ICN - no idea where the water came from.) The water hadn't permeated the interior of the bag and all my clothing was fine... but the exterior was now wet and fairly dirty. I really wasn't too upset about it, and I would have just left, had I not bumped right into a man in a KE uniform who was standing there to monitor the process.

As soon as he saw the bag, he immediately apologized, took out a two-way radio and called his supervisor, who ran over within 3 minutes.

The supervisor acted as if the airline had lost my dog. He apologized profusely, and filled out an incident report on the spot. He told me I can get the bag dry-cleaned in Korea and KE would reimburse me. But then, as he handed me my copy of the form, he handed me an envelope as well, saying it was "for dry cleaning." I figured this was the envelope to mail in a receipt. I was wrong.

In the envelope was 50,000 won in cash, the equivalent of $50!

I am a big fan of DL and DL people; I'm by no means knocking them. Having said that, I've never encountered such proactive service recovery. The entire process, from getting the bag to getting the cash, took less than 10 minutes.

Amazing!