Dubai has established a robust system for lost items in taxis, managed by the Roads and Transport Authority (RTA). In 2025, the RTA’s Lost and Found Team at the Call Centre processed an impressive 104,162 reports of lost belongings across the city. The initiative reflects Dubai’s commitment to ensuring a seamless and efficient experience for residents and visitors alike.

Efficient Reporting and Recovery Process

The RTA utilizes a structured set of procedures to handle lost property effectively. These processes begin when a report is received, followed by verification of trip details and driver information. This meticulous approach ensures that lost items are returned to their rightful owners, aligning with the highest standards of accuracy. Meera Al Shaikh, Director of Customer Happiness at the RTA, emphasized that these efforts contribute to the overarching goal of providing safe and seamless mobility throughout the city.

Al Shaikh pointed out that the framework for reporting lost items emphasizes collaboration among specialized teams, taxi drivers, and the Call Centre. The integration is enhanced by state-of-the-art technology designed to protect customer belongings and instill trust in the transportation system. This interconnectedness not only streamlines the recovery process but also enhances customer confidence in using taxi services.

Nature of Recovered Items

During the past year, the value of recovered items was substantial. Over AED 2 million in cash was returned, alongside approximately 35,000 electronic devices such as smartphones, laptops, and tablets. Additionally, the RTA managed to recover around 3,000 passports, official documents, and various pieces of jewelry. This scope of recovery illustrates the diverse nature of items lost, reinforcing the importance of a reliable reporting system.

To facilitate the reporting process, the RTA has implemented multiple communication channels, allowing for greater accessibility. The Call Centre accounted for 56% of reports, while smart applications and a text-based chat service contributed 10.8% and 30.8% respectively. The multilingual capabilities of the Call Centre—offering services in Arabic, English, Hindi, Filipino, French, Chinese, and Russian—ensure that all community members can access assistance, thereby enhancing customer satisfaction.

Technological Integration Enhancing Customer Experience

The RTA has introduced innovative systems to support lost item searches and streamline follow-up actions, leading to quicker processing times. Increased adoption of smart technology reflects a growing preference among customers for rapid digital solutions. Advanced tracking of taxi movements and efficient communication with drivers are essential components of this system. The RTA has put in place clear protocols for item retrieval, focusing on customer identity verification and privacy protection.

Most notably, customers are usually contacted within two hours of submitting a report, fostering a high rate of satisfaction. In 2025, the Call Centre received over 30 messages of gratitude from users, affirming that the service meets their needs. The integrity demonstrated by taxi drivers, who frequently return lost belongings promptly, has also been noteworthy, underscoring the values of responsibility and ethics that underpin Dubai’s transportation system.

Ultimately, the Lost and Found Team serves as a vital connection between customers and service providers. Their efforts not only enhance user experience but also foster a climate of trust within Dubai’s smart service framework. Customer happiness is anchored in both the quality of travel and the assurance that personal belongings are safely managed, showing that Dubai is dedicated to excellence in all aspects of public transportation.