March 6, 2020

Delight 1: Marie from RDU

Travel is a big part of my life. For the most part, I love it. I don’t just mean the destinations. I like airports, airplanes, hotels, booking travel the whole bit. I’m sure many of my delights from my delight project will be travel related.

When I travel I have certain routines and habits that allow me to move quickly and efficiently out of new places and spaces. However, I’ve not been travelling as much thus far in 2020 and admittedly have been a bit out of sorts. Case in point, a couple of weeks ago I was deplaning in Edmonton and didn’t check to ensure I had my Airpods and lost them. I wasn’t entirely sure whether they were in Edmonton or if I left them in Calgary. Still having the highest status on Air Canada I called the Concierge and they kinda tried but had me complete a standard Lost and Found report which basically made me believe I’d never see my Airpods again.

I had had them for almost 2 years. I wasn’t sure I would like them but they’ve been a part of my routine and have gotten accustomed to the wireless and size of them. I was hesitant to fork over the money for the new ones and researched less expensive ones. I ordered the SoundCore Life P2s which I was quite impressed with. The fact they have the rubber tips make them fit better and block out more noise than the Airpods.

Sunday I flew into Raleigh-Durham (RDU) and was wearing my new earpods as I got off the plane. The second I got to the baggage area I realized I left the charging case on my seat. I’m an idiot, I know. I again called and again filled out the form. Knowing this was likely a dead end, I called the next day to see if there was some way to simply call the agents in RDU because I knew exactly where they were. They said that wasn’t possible. I enquired further about how they handle lost and found and was told they hire a third party and everything gets shipped to Montreal where they try and match up items with lost and found reports. That sounds like a disaster.

Wednesday I got to RDU and went right to the Air Canada gate. I sheepishly approached the counter and said, “I know I’m looking for a needle in the haystack but I left my charging case on the plane on Sunday. I don’t imagine you have it here”. She turned around and handed me an envelope with my charging case in it.” It’s kind of dumb how good that makes you feel. It’s a $60 item at best but it felt like it was worth a lot more. Her name tag said Marie and I told her how grateful I was. She explained that she knew that sending it to Montreal would almost guarantee I’d never get my charger back. She found it on the plane, matched the seat with my name and knew my return flight was Wednesday.

Marie from RDU, thank you for knowing when it makes sense to break the rules and do what makes sense. It seems like the best educators are the ones who break rules. Not to be defiant or disrupt but to do what’s right and perhaps bring delight to the world. Do you have any examples of you or others breaking the rules and in turn bring delight?