Lovely bit of whatifery there. Maybe the pilot was ill, maybe the mail missed the boat, maybe it was human error. It doesn’t take away from that fact that my examples, along with what you said, are playing whatifery.
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I did say “could”. It’s a logical assumption as to how they would have known the card was lost. Is it out of the question? 
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Maybe it’s time to think different. If they’re ruthlessly focussed on costs and want to improve goodwill this would be an easy win. The smoothest replacement process would be no replacement process.
I’m going to close this now - just because we’re going round in circles.
There’s some really valuable feedback for us as a team in here and the level of service we provided was far below what we aim for. I say it a lot on here, but we will get things wrong and we will always strive to not get things wrong. When we do we aim to learn from them and that’s certainly the case here.
One of the ways in which our complaints process works is that the individual cops involved in the discussion get feedback from their direct manager (squad captain) in their feedback & development time about what went wrong and what should have been done differently.
Thanks all for your contributions. If you have any further issues feel free to DM me 
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