Special Mention

Prize for raising the bar when it comes to delivering customer “delight” goes to James. Whilst his clients simply went to Namibia, their bag apparently did a tour of London – J’burg – Malawi – Zambia – J’burg (again) – Switzerland – London. James remained on the case (pun intended) for 40 days, tirelessly haranguing indifferent airline staff and he finally managed to get the bag back to some very appreciative clients.