Dubai: Dubai's Roads and Transport Authority (RTA) confirms that the Lost and Found Team at the Call Centre, operating under the Customer Happiness Department, handled 104,162 reports of lost property in taxis across the Emirate of Dubai during 2025.
According to Emirates News Agency, the reports were managed through an integrated set of approved procedures that ensure rapid response and accurate follow-up, starting from the receipt of reports and verification of trip and driver details, through to the return of lost items to customers in line with standards of accuracy and reliability.
Meera Al Shaikh, Director of Customer Happiness at the Corporate Administrative Support Services Sector, RTA, stated that these efforts align with RTA's strategic message to provide safe and seamless mobility by developing innovative and sustainable roads and transport systems. The RTA emphasizes customer priorities through strategic goals related to customer happiness, focusing on understanding customers' needs, developing tailored services, and reinforcing practices that support the mobility system in the Emirate.
She added that the lost property reporting framework relies on specialised teams and integration between the Call Centre, taxi companies, and drivers, supported by smart technology systems that help protect customers' belongings and strengthen confidence in the services provided.
Regarding the nature of recovered items during 2025, Al Shaikh noted that cash exceeding AED2 million, electronic devices totaling around 35,000, and approximately 3,000 passports and official documents were among the recovered items. Jewellery and other personal belongings were also returned to their owners.
She further explained that RTA has ensured ease of reporting through multiple communication channels, including the Call Centre, smart applications, and text-based chat services. The Call Centre provides services in several languages, ensuring inclusive access for all community segments.
RTA has developed supporting systems to enhance search and follow-up operations, contributing to improved response efficiency and reduced processing times. Increased use of smart channels reflects growing customer awareness and preference for digital solutions. The system uses technologies that enable tracking of taxi movements and communication with drivers, ensuring secure return of belongings.
The system is characterised by rapid response, with customers contacted within two hours in most cases. This has positively impacted satisfaction levels, with the Call Centre receiving over 30 messages of thanks during 2025. Taxi drivers have also been recognised for promptly handing in lost items, reflecting integrity and responsibility.
The Lost and Found Team continues to perform its role as a key link between customers and service providers, reaffirming that customer happiness includes protection of belongings and strengthening trust in smart services in the Emirate of Dubai.
