Khaberni - The Roads and Transport Authority in Dubai confirmed that the lost items team at the Call Center in Customer Happiness Management handled 104,162 reports of lost items inside taxis in the emirate in 2025, according to a comprehensive system of adopted procedures that ensure quick response and accurate follow-up, starting from receiving the report, verifying the trip and driver data, up to delivering lost items to customers according to the highest standards of accuracy and reliability.
Mira Al Sheikh, Director of Customer Happiness Management in the Institutional Administrative Support Services Sector at the Authority, affirmed that “these efforts are in line with the strategic message of the Authority aimed at providing safe and easy mobility through developing an innovative and sustainable roads and transportation system and services that elevate the experience of customers to global levels," explaining that the Authority prioritizes customers by implementing its strategic purposes and goals related to customer happiness.
She added that “the system for handling lost item reports relies on the readiness of specialized teams, and the effective integration between the call center, taxi companies, and drivers, supported by smart technology systems that help in protecting customers’ properties and enhancing their trust in the provided services.”
About the nature of the lost items in 2025, Mira Al Sheikh explained that “financial amounts were found exceeding an estimated value of about 2 million dirhams, in addition to electronic devices such as smartphones, laptops, and tablets, totaling nearly 35,000 devices, as well as passports, and official documents approximately reaching 3,000 documents, alongside jewelry and other valuable personal belongings.”
The Roads and Transport Authority developed several supporting systems for the search and follow-up operations, which contributed to increasing the efficiency of response and reducing the time of handling reports. The smart channels also witnessed a noticeable increase in their use by the public, a direct reflection of the customers’ awareness and their preference for quick digital solutions. This system depends on advanced and sophisticated technologies that allow accurate tracking of taxi movement, communication with the driver in a short time, in addition to specialized programs for documenting and following up on reports until their closure, with clear mechanisms for delivering lost items, ensuring the verification of customer identity, maintaining privacy, and delivering possessions safely, according to the followed procedures.
