"Dear James, thank you for sharing your feedback. We appreciate your past loyalty as a frequent traveler. Regarding your jacket, our company policy for lost property requires guests to provide a prepaid courier bag, which we then drop at the post office; we simply don't have the facilities to manage shipping and billing on our end, which I mention on the phone.I’m sorry if there was a misunderstanding during the pickup. When your colleague arrived, I handed the item over directly to ensure it returned to you safely. We aim to be helpful within the bounds of our procedures and regret that this experience fell short of your expectations."
