I understand the theory behind using AI…
I understand the theory behind using AI to match a customer's lost things with the items found on a plane. I accidentally dropped a nylon bag with keys, a national ID, some Asian Foreign currency, an address book and a wallet with credit cards under the seat and moments after leaving the plane on the tranist bus, realized what I did.
I immediately notified the annoyed Air Europe employee in Lost & Found and I told her exactly where it was. She informed my that the plane was already locked (I don't believe this as I figurd that planes need to be cleaned). I asked her what time the plane was leaving tomorrow and I requested her to notify the cleaning staff so that I could get my items back. I do not have confidence that this was done
I have heard nothing for 10 days. Nothing at all. I have no idea if the item was found or not and if it was if it was when it will be logged in the system. If it wasn't found, then it is still undr the seat. If it was found and the employee did not properly handle it, it willl be lost forever at great personal inconvenience. Since there was some Hong Kong dollars in it, I suspect that an employee may have taken the bag.
Given the exact nature of the location, timing and incentives, it appears to me as airlines utilizing FoundSpot actually are not incentivized to be dilligent in finding items and are hiding behind this system. We have no ability to push employees to locate the times and identify those empoyees that may have been in touch with the item. It actually encourages empoyees to take property of the customers with no consequences since the airlines have eliminated the ability of customers to follow up. Somebody put $1500 (Eur 175) Hong Kong dollars in their pocket. Someone had to go to a money exchange to change this. Someone had to give their ID to do so as in Spain they require ID for everything. This system just has no chance of working since the customer has no leverage BY DESIGN.
I will Make sure that Air Europa management is made aware of this and that IATA is copied on all my correspondence so that they are aware of this ineffective system
Reply from Foundspot
Hi Glenn,
Thank you for your comment.
We would like to explain the role of each company, as what you say is not our responsibility.
Firstly, if the airline staff did not allow you to get back on the plane, ask the airline why.
Lost items never pass through our hands at Foundspot. We do not get involved in the process of locating lost items, so we do not have this information as it is something that is related to the airline. To get this information you need to contact the airline.
At Foundspot, we provide the airline with a digital platform that allows their staff to optimise and streamline the management process. (They carry out all procedures through our digital platform). The airline is responsible for 100% of the physical process: collection from the plane, storage, registration and validation of the matches on the platform, and delivery to a courier for mailing.
Please note that if your lost item is found, you will receive an email with information on the next steps. If you do not receive an email, it is likely that the airline has not found your lost item.
We hope this has clarified the situation for you.
Kind regards,
Foundspot team