It’s every traveller’s nightmare – losing a priceless piece of jewellery down the incomprehensible winding pipes of an airport bathroom. When a traveler at Sydney Airport accidentally dropped her expensive Louis Vuitton necklace down a bathroom sink before boarding a flight to Melbourne, she needn’t have panicked, thanks to our incredible Programmed team on site.
In classic fashion, our team members didn’t hesitate to go above and beyond, with James “Jimmy” Dunne quickly stepping in to assist and demonstrating the true spirit of Programmed. Immediately setting to work, James was determined to the point of crafting custom tools on the spot to safely retrieve the precious item.
James successfully recovered the necklace, however the passenger had to continue her journey before he had the chance to pass it on. Going the next step, he personally contacted her and arranged for it to be securely posted to her, ensuring it returned to its owner safely.
His quick thinking, technical skill, and genuine care transformed what could have been a heartbreaking experience into a story of kindness and professionalism that the traveller will take with her on her future journeys.
This isn’t the first time our Programmed Sydney Airport team has assisted in this kind of emergency, having previously retrieved a passenger’s lost diamond ring to immense gratitude. Our true point of difference is our teams’ willingness to go above and beyond in their exceptional customer service and commitment to our communities – as well as their everyday acts of kindness.
Delivering exceptional service at Sydney Airport
Programmed has proudly supported Sydney Airport for years, delivering 24/7 facilities management, asset maintenance, and engineering services.
Our work has been recognised with a recommendation for ISO 55001 Asset Management System certification and, in 2025, the Exceptional Partnership Safety Recognition Award from Sydney Airport—clear proof of our commitment to performance, reliability, and safety.
We look forward to continuing this partnership with one of Australia’s busiest transit hubs for many years to come.
