Filed under: 2026, Advertising, Airports, Attitude & Aptitude, Birthday, Brand, Brand Suicide, Creativity, Culture, Customer Service, Effectiveness, Experience, Loyalty, Management, Marketing, Marketing Fail, Privilege, Professionalism, Reputation, Travel, Trust, Uncommon, World Cup
The next few weeks are big for me.
My birthday.
Jill’s birthday.
Paul’s birthday.
The World Cup starting.
Trips to LA, Milan, Berlin, London and Amsterdam.
Meetings and dinners with legends of film, fashion and music.
And a bunch of lovely planners in Germany, hahaha.
I’d love to pretend I’m nonchalant about it all, but that would be a massive fucking lie as I’m exited to fuck about it all – bar my birthday.
But this post isn’t about my impending weeks of mega-madness, it’s about the madness of dealing with British Airways.
I am in the incredibly lucky situation of having someone pay for all my flights.
Better yet, they are paying for them to all be Business Class.
I booked on Air New Zealand, who – because of the flight itinerary – also scheduled some of the flights on BA.
So far. So good.
Having chosen my seats on Air NZ, I went to BA to do the same with them … except my booking reference didn’t work.
I then tried logging into my British Airways Frequent Flyer account, but got the same response.
No problems, maybe they use a different booking reference, so I contacted Air NZ to ask – and they told me, they use the same number and so it should work.
So I tried again. Nothing.
So I tried calling. No answer.
So I tried their chatbot. No reply.
It was getting frustrating so I went on the website to see if there was another way to contact them and there was.
A customer service contact button. So I clicked on it and what did I find when I did that …
A postal address.
A fucking postal address!
They want me to write – from New Zealand – to work out why my booking reference number doesn’t work. Mind blowing.
But it gets worse …
You see, I went back to Air NZ and told them the situation and they said they would talk to BA on my behalf. And they did.
So after 3 attempts for the website to accept my login details, I go on there to choose my business class seats and what do I find?
Yep, they want to CHARGE ME for choosing a seat.
This on top of the fact it has already cost a fuck-ton of cash.
Now I appreciate this is a first world problem.
I totally get I’m incredibly fortunate to be able to experience this.
But it blows-my-fucking mind that BA wants to charge me even more money to choose which seat I fly in – especially when airlines like Air NZ, let you do it when you fly economy.
Now I should point out BA have said once check-in is open – ie: 24 hours before the flight leaves – I can choose my seat for free, but apart from that still being bollocks, I am pretty sure when I try to do it, they’ll tell me I have to mail in my request by post.
Uncommon have done some amazing work for British Airways.
They have elevated their standing and prestige with some beautiful work.
And the line they created – A British Original – sounds great, until you remember that the British Leyland Mini Metro and also one of those and was a fucking shit experience as well.
Filed under: A Bit Of Inspiration, Advertising, Attitude & Aptitude, Content, Context, Craft, Creativity, Culture, Delusion, Differentiation, Din Tai Fung, Marketing, Marketing Fail, Mediocrity, New Zealand, Reputation, Resonance, Respect, Tourism, Travel
I have good news for you …
This is the last post for a week. Yep, a week!
You see I’m off to my beloved China for the week so you can rest in peace while I fill myself up on Din Tai Fung, haha.
What a way to end the week eh?
By pure coincidence, this post is about Taiwan – specifically mocking their tourism campaign – which I assure you has nothing to do with me going to China and hoping to have my visa renewed. After all, that’s where Din Tai Fung comes from and there’s no way I’d ever do anything that could harm my ability to keep scoffing down their dumplings.
So over the years, I’ve written a lot about tourism campaigns. Like here. Or here. Or here.
The upshot being that apart from the original 100% Pure NZ campaign – and Mauritius clever idea to bring more foreign income into the country – most are more likely to keep you away than to pull you towards them.
In fact, the only positive of these campaigns is they demonstrate the danger of committee thinking … where the end result is an act of political appeasement than audience understanding.
It’s why I find it hilarious how we keep banging on about all the data we have and yet we still end up scoring own goals.
Why?
It is because we have the wrong data?
Is it because we have people that can’t read the data.
Or is it because people hide behind the data to outsource their responsibilities and decisions?
Well, given this tourism campaign from Taiwan, it may be all 3.
Have a look at this …
What the hell?!!!
My god … Taiwan is a beautiful land full of rich history, heritage and cultural texture and they think this will make people come?!
Who the hell has their ‘data’ told them is the future of their tourism audience … urban architects and local council town planners?
Seriously, what is this supposed to convey … that they have shopping centers?
And they have the audacity to then say ‘Enjoy Now’.
For fucks sake, Taiwan is where the incredible – and my absolute favorite – Din Tai Fung started … that alone could attract more people than this campaign. But no, instead they decided the best way to invite millions to visit is to use the most generic photo ever taken … a photo that could be for literally any place in the whole, wide World … and then shove the words ‘Waves of Wonder’ on it.
What the hell is a ‘wave of wonder’ … because unless it’s a clever ruse to make people wonder out-loud why they should give-a-flying-fuck about a photo of a generic shopping centre, then this work is nothing more than tourism terrorism.
Years ago, I was staying in the W Hotel in Taipei when an earthquake woke me up in the middle of the night.
It was pretty strong and the whole building shook for ages.
And even that is a better tourism campaign than this horror show.
Taiwan is a wonderful place. You should go visit. But don’t go anywhere their tourism department recommends.
See you in a week!
Filed under: Advertising, America, China, Doctor, Emotion, Empathy, Experience, Eye, Health, Travel
So today, I am going to the surgeon for my eye.
As I’ve written a bunch about, it’s not going great – in fact this is the first time in my life I’ve had an issue that [1] has lasted almost an entire year and – despite being diligent about the treatment I am on – [2] has got worse rather than better.
Last Tuesday I was given some medical results that led to – with no hyperbole whatsoever – the 4th worst day of my life.
Given the days that ‘beat it’ include my Dad dying and my Mum, you can tell it not only was bad, but really fucked me up for a bit.
To be quite honest, it the impact it had on my feelings, thoughts and behaviors scared me – which is why I am so grateful to so many people for reaching out and checking in, with a special mention to Peter, who – with the people he represents and works with – not only organized for one of the World’s leading surgeons in my diagnosis to get personally involved in my case, but to also provide me access to a place where they offer very specialized help and support to people in my situation an an island far, far away from distractions, interruptions and noise. I don’t know what I did to deserve it, but it’s pretty obvious words won’t do it justice.
On the bright side, it also led me to churn out my Life vs Age ‘thing’ … which was more my way to try and drown out the noises and concerns screaming in my head than any act of magnanimous generosity … and yet it led to 2 publishers, a Grammy winning founder of a production company, BBC Radio 4 and literally hundreds of people getting in touch to share their stories and offer their help.
For one of the worst days of my life, it was nice that some sunshine was still able to find a way through the cracks.
Anyway, the reason why last Tuesday was so bad was because of a result I had relating to the pressure in my eye.
Despite being put on the ‘nuclear option’ of meds, my surgeon broke the news to me that not only had they made no difference whatsoever – which is obviously bad – they didn’t know what was triggering it, which is an extra-level of bad.
In fact his exact words were:
“I’m sorry to tell you this Robert, but your eye pressure is currently out of our control”/
If they are words you don’t want to hear, what happened next was definitely not what anyone would to hear.
Made worse by the fact I was the one that inadvertently opened the door to it.
Because when he said that, I stupidly asked, “Just how out of control is it?”
To which he described this …
Yep, an oil rig on fire with oil not just fueling its anger, but spreading it.
As images for a patient to consider, it’s not just scary it just destroys all your hope and confidence which is why later today I get to discover if the treatment we’ve done to try and counter it has been the equivalent of calling in Red Adair – the US oil rig fire fighting legend – or just throwing more petrol all over it.
For fucks sake, I hope it’s the wrinkly, Yank with a penchant for putting out flames option.
Guess I’ll find out later today … but I don’t mind admitting I’m not just shitting myself, I’m terrified. I feel so bad for the doctor who will be giving me the test because not only will they have a patient who will be as tense-as-fuck, they will feel me trying to read their every movement, expression and reaction in a bid to work out if they’re about to tell me good news or utterly fucked news … despite the fact they’ll literally be passing me the result about 3 seconds after the tests are complete. [Once an only child, always an only child, haha]
Anyway, this is all my way of saying there will be no more posts from me for over a week – you lucky bastards.
Well, I say that, but there’s one that I pre-wrote for tomorrow and one utterly terrible pre-written one for Halloween … but I don’t come back properly until the 3rd November – Mum’s birthday. Though they’re pre-written too – haha. That said, I should point out my absence is not down to whatever the results of my eye will be – I’m actually off on a ridiculous and wonderful trip to Shanghai, Beijing and Nashville – and so I just hope the news I get later today doesn’t take any of the shine off it.
Or should I say take any of my shine from being able to truly enjoy it.
We’ll see. But look after your eyes because I tell you, it’s only when you realise you may not be able to see the world around you that you actually start valuing the World around you. What a fucking sick way to find out … biology is a dark, sick and twisted bastard, haha.
Till the 3rd Nov, bye lovely people …
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AN UPDATE:
Had the test results and sadly, they were not good. Again. But there were some very positive news.
1. I’m officially a ‘medical celebrity’ who will apparently be studied and talked about by surgeons and trainee doctors for years so that’s a great achievement, obviously – haha.
2. The problem that started this whole journey off way back in January is finally fully under control [even though I’ll need meds for it for the rest of my life]
3. Because of this, the operation is still going ahead on Nov 12th, made possible by the intervention of Peter, who I mentioned above – who has ensured one of the world’s leading specialists in my area of diagnosis will come to NZ from the US to assist my surgeons with the approach for my treatment. Which is, let’s be honest, fucking amazing.
Whatever happens, the kindness and generosity of so many is what I’ll remember most from this whole shitshow. Though PM’s generosity is more than anyone else’s, haha.
While today had both shit and not-shit news, I feel way better than I did last week as we have a plan and an even stronger medical team. In fact, when telling a friend how much pressure had lifted from me, I told them I felt “like a new man” before correcting myself by saying, “I feel like the old me” which may be bad news for many but was meant to convey how I could feel my mischief, energy, take-no-prisoners-or-shit attitude rushing through my bones which means all is good and why I send big hugs and thanks to each and every one of you.
Everything you said and did meant the world to me.
More importantly, it made a big difference.
❤️ Rx
Filed under: A Bit Of Inspiration, Anniversary, Attitude & Aptitude, Bassot, Colenso, Comment, Travel
I cannot believe it is October.
And yet I am so grateful for it.
It’s been a weird year so far … full of wonderful things and a few horrible things.
From beautiful puppies to broken eyes, it’s been a real rollercoaster – acknowledging that in the big scheme of things, I have nothing to complain about compared to many.
But coming into the last quarter of 2025 is not why I’m happy it’s October. My contentment is not driven by a desire to ‘get to the end of the year’ … although, I am looking forward to the special long-holiday you get in NZ at the end of the year.
No, the reason I’m grateful for the beginning of the 10th month is a lot of good things are happening … or about to.
First of all, it’s officially the end of winter in NZ.
Sure, as winters go, this has been one of the easiest and most enjoyable of my life … but I’m still glad to have ‘officially’ got through it.
Secondly, today – literally today – we welcome James Bennett, the long-waited replacement for the wonderful Martin Bassot who left us earlier in the year.
Ironically, they not only know each other, they worked with each other at Wieden London … and so James will now find out whether Martin is a mate or a bastard for telling him this would be a good move.
I’ll write more when he has his feet under the table … but I’m so very excited about him joining the gang and seeing what positive trouble he can add whilst also being very grateful he and his family chose to move to the other side of the planet for this adventure.
As I’ve written before, I NEVER take that for granted and I see it as my responsibility to create the conditions for them to destroy – in good ways, obviously – haha.
As an aside, his wife – Mel – is a VERY talented planner [also from WK London – sorry Dan. Again] and so if any agencies in NZ are looking, you should get in touch and I’ll get her in touch with you.
I’d have loved to have hired her too, but my department already makes up about 30% of New Zealand’s population so it was a no-go. For now.
So, if you’re interested – especially Motion Sickness or Special – you should drop me a note. [I won’t even charge a founders fee. Probably, haha]
The last reason why I’m excited about this month is because of something I can’t even talk about. Yet.
But it’s something almost impossible to comprehend.
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PLEASE NOTE: Well, sadly it is impossible to comprehend as there have been some ‘changes’ since I originally wrote this post … so while there’s some parts of it happening – albeit in a different country as well as in a totally different context – the original plan is now not happening till next year. However, as I can’t be arsed to rewrite this whole paragraph, let me use what was originally written to convey the excitement
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It’s so insane, it doesn’t even qualify for ‘once in a lifetime’ status, because you can’t imagine things like this happening in a million, billion years … but thanks to the wonderful MC and some serendipity related to the talk Paula and I gave at Cannes earlier this year, I’ll be heading off to London, via Nashville, to work on one of the most ridiculously wonderful things I’ve ever done in a career of ridiculously wonderful things.
I know how annoying it is when people say this shit and don’t spill the beans, but I can’t, at least not yet … but given the other 2 things mentioned in this post would make October a good month, this additional thing makes it an iconic one. So iconic my wife – who DETESTS flying – was willing to consider getting on a 24 hour flight for a 24 hour stay in London before spending another 24 hours flying home.
Then she came to her senses.
So, while October is often viewed as ‘scary’ because of Halloween, it may just be the best month of this whole, weird year. Not just for me, but for you too as I’ll be away for a week which means there’ll be none of this blog bullshit for a week as well. Everyone wins. That said, if October could somehow also find it in its power to sort out my eye issues, then it will be the most perfect month that ever lived.
You can tell I’m an only child, can’t you?! Haha.
Filed under: Anniversary, Birthday, Bonnie, Childhood, Dad, Daddyhood, Family, Fatherhood, Jill, Love, Mum, Mum & Dad, My Childhood, Otis, Relationships, Respect, Rosie, Sky, Travel
Today is a complicated day for me.
Because on the positive it would be my brilliant Dad’s 87th birthday … but on the negative, it reminds me that he has been gone 27 years.
Or said another way … almost half my life.
HALF!
That seems both impossible and insane.
Of course, because I think about him so much, he has never truly ‘left me’, but I also begrudge the fact I’ve not been able to share so many of the experiences I’ve had in the intervening 27 years that I’d have loved to have shared with him to see, hear and learn his response and reaction to.
I never got to introduce him to my wife, my son, my cat, my dog and Otis’ bird – Sky.
I never got to talk to him about Singapore, Hong Kong, China, Japan, America, New Zealand.
I never got to seek his advice on dealing with challenges, loss, possibilities and tough choices.
I never got to watch his face as I told him about my career, clients, colleagues and work.
I never got to hear his laugh as I helped him enjoy the experiences, he always wanted to try but never had the chance to do.
But most of all, I never got to keep telling him how grateful I am for the person he is and the person he helped me become.
The irony – as I’ve written before – is that so many of those things I’ve not been able to share with him happened because I am driven by a desire to make him and Mum proud. To repay the love and faith they always showed towards me … whether that was when I was failing exams or when they told me I should still travel despite the fact Dad had experienced a terrible stroke.
So to my wonderful Dad ….
You may not be here but know you’re with me every day … which I know you’d be very happy about, even if I also know you’d also be telling me ‘that I have to get on with my life rather than be held back by yours’, hahaha.
So, with that let me end this post by reassuring you that you – and Mum – never held me back. In fact, you’re two of the biggest reasons why I’ve been able to – and want to – keep moving forward, because in many ways, it’s not just how I repay my gratitude for all you did [and continue to do] for me, it’s how I can say – and show – how much I love you.
And I do. A shit-ton.
So happy birthday Dad.
I send you – and Mum – a big kiss and hug.
I hope you’re holding hands and smiling at the life your son is living more than frowning,
On the bright side, while I still seem very capable of causing all manner of trouble, at least the stuff I get up to these days has a lot less ‘police involvement’ than my earlier years, which has to be a positive doesn’t it? Haha.
Miss you.
Rx