alt Hacker Newstake two complementary rides to pick it up
That seems... reasonable? They're not saying "come at your own expense" but giving him a ride there and back.
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I value my time more than you appear to value your own.
It'd be nicer if they sent someone with his luggage TO HIM rather than making HIM take his time to go on a tour to the depot, though.
Why can’t they just put back into a car in the back seat or whatever and send it off to him? Seems strange to make it so difficult when they surely have a vehicle sitting right there in their depot that could do the job as soon as the customer is back home.
I'm genuinely curious how you think it's acceptable for a company to make a mistake and the burden the customer with resolving it.
How do we help you (and anyone else who thinks this is reasonable) to understand that it's absolutely not. Sure, it could be worse, but it also could be much better.
No, it doesn't. It used to be when the airline lost your bag they would get it to you no matter what. They own their mistake, and make it right to the best of their ability. In the most egregious case I can recall, delivering skis and poles 4hr+ from the airport into a remote mountain village ca. 2003. This is how you build trust in your brand--when you fuck up, you take ownership and make it right. You don't just shrug it off and throw a gift card on the floor like "take it or leave it idgaf".
If I steal your luggage, do you expect to be paid to get it or that I return to you?
Waymo should have white-gloved this and sent Larry Page himself to deliver the luggage. This is horrible PR. Airlines will send you their luggage if misplaced. One day Waymo will drive-off with your toddler and ask you to file for adoption if you want them back.