Post by : Badri Ariffin

The Roads and Transport Authority (RTA) of Dubai has revealed that it processed 104,162 reports concerning lost items in taxis throughout 2025. This initiative is spearheaded by the Call Centre within the Customer Happiness Department, following a well-defined procedure for efficient recovery and return of lost items.

Upon receiving a report, the team validates trip specifics and driver details, collaborates with taxi firms, and monitors each case until the item is returned to its owner. This process upholds high standards of accuracy and customer assurance.

Meera Al Shaikh, who oversees the Customer Happiness division at RTA, articulated that these initiatives align with RTA's mission to deliver secure, seamless, and customer-centric mobility services. She emphasized that enhancing customer satisfaction is a principal objective, attained through a keen understanding of customer requirements, bespoke service offerings, and promoting positive behaviors in public transport.

Moreover, Al Shaikh noted that the Lost and Found initiative is bolstered by skilled personnel, cutting-edge technology, and effective collaboration among the Call Centre, taxi operators, and drivers, ensuring the safeguarding of customer belongings while boosting confidence in taxi services.

In 2025, RTA managed to rescue items valued at over AED 2 million, which included about 35,000 electronic gadgets like smartphones, laptops, and tablets. Among the retrieved belongings were nearly 3,000 passports and critical documents, alongside various items of jewelry and personal treasures.

Customers reported lost belongings through various platforms: 56% were managed by the Call Centre, 10.8% through smart applications, and 30.8% via the virtual chat assistant “Mahboub.” The Call Centre supports multiple languages including Arabic, English, Hindi, Filipino, French, Chinese, and Russian, ensuring accessibility for all users.

RTA has also implemented innovative systems to enhance item tracking, expedite processing times, and boost responsiveness. These systems facilitate precise monitoring of taxi journeys, efficient communication with drivers, and thorough documentation until the report is closed. They comply with stringent protocols for identity verification and privacy safeguards, ensuring secure recovery of lost items.

In the majority of cases, customers receive contact within two hours, reflecting high satisfaction rates. In 2025, the Call Centre noted over 30 expressions of gratitude. Numerous taxi drivers were also commended for their integrity in returning lost items quickly, demonstrating profound values of honesty and responsibility.

RTA reaffirmed that its Lost and Found Team serves as a crucial liaison for patrons and service providers, proving that customer satisfaction extends beyond the travel experience to include the safeguarding of personal items and building trust in Dubai’s intelligent transportation solutions.

#Global News