Kenya - Customer Recovery, Kenya Style, By Simon Watts (1988)


Following the privatisation of British Airways, the chairman of one of the leading merchant banks involved in the process travelled to Kenya with his family on an upmarket safari holiday. A very important passenger indeed at that time, and accordingly he was met at the airport by the regional manager and me, only for us to discover to our horror that he had mislaid his very expensive camera en route. Where or how, I don't recall, but BA security were immediately called to investigate.


The VIP proceeded to his luxury safari lodge at the Maasai Mara, unhappy and minus camera.


After numerous calls between the regional manager and London, the camera could not be located, so a replacement was purchased in London and flown to Nairobi on the next flight, escorted personally by a BA security officer.


On their arrival in Nairobi I collected the camera, proceeded to Wilson Airport and boarded a chartered Beech Baron to fly the camera to the safari camp at the Maasai Mara where the camera was presented to a very surprised VIP.


Over the top maybe, but we were treated to a very pleasant lunch on the banks of the Mara River, surrounded by hippo, before our return to Nairobi. Probably my most enjoyable day’s work ever.

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