Simple, accessible, reassuring, professional, and friendly
I was not aware that I had lost my cardholder until the evening, after I returned to my hotel, and I was then uncertain where I had lost it. After cancelling my credit card online, I searched online for the museum's lost and found property phone number, and found your online iLost service instead. This provided enough information for me to know that you had found and secured my lost cardholder, but did not detail the contents. This was immediately reassuring. I filled in the form to describe the contents as requested, and the next morning arrived at the museum soon after opening time. A trainee at the information desk was just then being talked through the iLost procedure, and they recognised my name immediately. He and the information officer were friendly and professional and, of course, spoke English fluently. I confirmed my identity with my passport, and again described the contents of the cardholder. We then needed to wait a few minutes for my lost property to be delivered from the manager's office, so we enjoyed a cup of tea at the cafe while we waited. Thank you very much indeed. The online notice took the anxiety out of our evening and the personal service was equally wonderful.
