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Annual Report of the Ombudsman 2008 (text version)

7.2.1 Selected Case - Wallet delivered to wrong Las Vegas hotel – An Post make goodwill payment for loss

I received a complaint from a man who forgot his wallet when going on holidays to the United States. His son-in-law sent the wallet to his hotel via courier post. However the item never arrived. The value declared at the time of postage was €200. When the complainant returned from holidays he lodged a complaint with the customer services department of An Post. The case was incorrectly reviewed on the basis that there was a delay on the delivery of the courier post item, rather than non-delivery of the item. He received an apology from An Post and a cheque for  €26, a refund of the postage fee paid.

I pursued the case on behalf of the complainant in order to establish the basis for An Post's contention that the item had been delivered. In the absence of proof of delivery, I requested details of the searches undertaken to locate the wallet.

On receipt of my letter, An Post re-opened the case and arranged for further investigations to take place. The track and trace database in Ireland and in the United States Postal Services confirmed that the courier post item was delivered in Las Vegas NV 89193. Further investigations revealed that, while the item had been addressed correctly, it had been delivered to the wrong hotel. An Post sent an email to both hotels explaining the situation, providing full details including date and time of delivery along with the name of the person who signed for the item. Regrettably, no response was received from either hotel.

Subsequently, An Post discussed compensation with the complainant who explained that there was $200 and €50 in his wallet at the time of posting. While cash is not insured under the courier post service, An Post offered €280 as an exceptional ex gratia payment as a gesture of goodwill. The complainant accepted this as appropriate redress for the upset and inconvenience caused.

While the loss and recompense involved was modest, the complainant was upset and inconvenienced and he was very happy to accept the gesture by An Post.

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