As a former McKinsey partner based in London, I got to know Heathrow Airport well. So this summer, I shuddered at the notorious photos of the more than 15,000 passenger bags from 90 different planes all piled up into a nightmare-ish luggage mountain that took over Terminal 2. To those 15,000 passengers, a lost bag was far more than a mishap –– the consequences were far-reaching and personal.
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