Your brand is not what you think it is


On November 27th, I missed my flight to Bali.

The island’s highest volcano, Mount Agung, appeared to be on the brink of an eruption.

It wasn’t the lava or ashes in the sky that caused the trouble, though.

First, my airline charged me the full fare to get on the next available flight. When I arrived at my final destination, it turned out they’d lost my luggage, too.

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