Riviera Travel Key Account Manager Chris McCloskey saved a couple’s holiday after he reunited them with a suitcase that was wrongly labelled at baggage check-in and turned up more than 2,000 miles away from its intended destination.
Tony and Claire Dickie checked in two bags at Heathrow for their flight to Larnaca on Thursday last week (31 July) but when they landed in Cyprus only one piece of luggage had arrived.
They examined their luggage receipts and found one had their correct details and the other had Chris’ details, with Glasgow the destination airport.
Claire and Tony had used the bag drop at Heathrow immediately after Chris, who is Key Account Manager for Scotland and Northern Ireland. He’d been in London for a work event and was flying back to Glasgow. When Claire tried to print her baggage label, it became jammed and a member of staff intervened to print a new label, accidentally putting Chris’ name on the bag.
Tony said Swissport staff at Larnaca Airport didn’t understand the problem and conversations with three different people at BA proved fruitless, so they tracked Chris down on LinkedIn and found he worked at Riviera.
Meanwhile, Chris had received correspondence from the handling agents at Glasgow Airport to say his ‘lost’ bag had been found.
On Friday (1 August), Chris was out doing store visits when he got a phone call from Riviera’s contact centre, who told him Claire was calling from Cyprus to say Chris had her bag.
Chris told Travel Gossip: “As I go past Glasgow Airport to get home, I decided to pop in to speak to the handling agents to find Claire’s suitcase.”
The bag was retrieved, sent to London overnight, put on the next BA flight to Cyprus on Saturday, then delivered to Claire and Tony’s hotel.
After being reunited with the bag, Tony posted on LinkedIn to say Chris was a ‘true gentleman’.
He said: “We landed in Larnaca, Cyprus, excited for our holiday… only to discover my wife’s luggage was missing. After a bit of detective work, we found it had somehow been tagged with the name Christopher McCloskey and sent to Glasgow Airport instead.
“Here’s where things took an incredible turn. With nothing but a bag receipt to go on, we found Chris on LinkedIn and reached out — not knowing what to expect. And what does this absolute legend do. He goes to the airport himself. Speaks to the staff. Confirms the bag is there. Gets it redirected all the way to our hotel in Cyprus.
“Chris, you didn’t have to do any of this – but you did, without hesitation, and with total kindness. You turned a holiday disaster into a story we’ll never forget – for all the right reasons. From the bottom of our hearts: thank you. You’re a true superstar and a shining example of the good that still exists in the world.”
Chris’ Riviera colleagues commented on the post to say they weren’t surprised by his good deed.
National Sales Manager Amanda Docherty said it was: “Brilliant… not the first time you have sprung into action to help out without hesitation”; Key Account Manager Lloyd Morris said: “Love this. So caring and kind as always,” while National Sales Manager Amanda Docherty said: “Well done Chris for jumping into action, going above and beyond once again.” Riviera Director of Trade & Partnerships Vicky Billing, said: “And that’s why you are in our team.”
Vicky told Travel Gossip: “As a business we are obsessed with doing the right thing. Christopher’s behaviour is reflective of this.”
Meanwhile, Wendy Wu Tours Head of Trade Sales Gary King said Chris’ deed was ‘absolutely incredible… totally above and beyond.”
Chris replied: “I’m just glad I could help get the bag back where it belonged (even if it fancied a wee detour via Glasgow first). It’s funny how something as simple as helping out can turn a travel disaster into a good story.
Tony told Travel Gossip: “It was amazing to get a response back from such a helpful gentleman who knew the industry and exactly what do.”
He said he and Claire will be in Scotland for a wedding soon and want to take Chris out for dinner as a thank you.
Chris said: “I don’t need a meal out as a thank you, I believe in paying it forward. I did something nice for them and I’m a big believer in doing the right thing.”
