If you travel by air, you know how stringent security can be in airports around the world. Many items previously allowed on-board are now banned, confiscated and , in many cases, discarded by security personnel.
Losing a nail file or a pair of scissors may not seem like much, but hairdressers pay a lot for professional scissors; a letter opener may be a sentimental gift from a friend; a pocket knife could be an heirloom handed down from grandfather to father to son.
What can be done to keep these items out of the aircraft cabin, but safely delivered back to owners?
Some airlines will put the offending item in a small pouch, store it in the aircraft's baggage hold, and give it back to the passenger at the destination. But this service takes precious time before departure, and some airports simply don't allow it. As a customer you have only 2 choices: give up the item forever, or give up your seat on the flight.
Many airline customers have become confused about which articles may be detected and rejected by security as they board domestic and international aircrafts.
Here is a suggestion: have a self-service mailboxes near security screening that can dispense stamped and padded envelopes. If an article such as a penknife or nail file is rejected, the traveller can go immediately to the mailbox and quickly send their items out.
This mailbox idea can sell as franchise to coffee house or even bookshops at the airport. This would help security resolve distress innocent travellers suffer when they must surrender personal items of great sentimental value.
Customers are emotional creatures and may have concerns not addressed by your focus on speed, accuracy, price, security, size, weight or location. Helping customers comply with procedures is important. But helping them feel good about their compliance is very important too. Find ways to do both and you will gain customers' appreciation, recognition and respect.
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