Frank just landed in Maui after a great flight with Omega Air. But he’s about to come crashing down to reality when he finds out his luggage has been lost! Frank uses multiple channels to try to track down his missing bags, and has to repeat the same information at every step.
He isn’t the only one affected during this frustrating journey, though. Take another look at the story from the agent’s perspective, and then again from the brand’s, to see just how damaging repetition can be.