Dubai’s Roads and Transport Authority (RTA) handled 104,162 reports of lost property in taxis during 2025, the organisation has announced.
The Lost and Found Team at the Call Centre, which operates under the Customer Happiness Department, managed the reports through procedures that ensure response and follow-up from receipt through to the return of items to customers.
“These efforts align with RTA’s strategic message to provide safe and seamless mobility by developing innovative and sustainable roads and transport systems and services that elevate the customer experience to global standards. RTA places customers at the heart of its priorities through the implementation of strategic goals and objectives related to customer happiness, which focus on enhancing understanding of customers’ characteristics, needs and requirements, developing proactive and tailored products and services, and reinforcing positive practices and customer behaviour that support the efficiency and sustainability of the mobility system in the Emirate,” Meera Al Shaikh, Director of Customer Happiness at the Corporate Administrative Support Services Sector, RTA said in a statement.
RTA recovers AED2 million in cash from Dubai taxis during 2025
Al Shaikh noted that cash with a value exceeding AED2 million was recovered during 2025, in addition to smartphones, laptops and tablets totalling around 35,000 devices. The recovered items also included 3,000 passports and documents, alongside jewellery and personal belongings.
RTA has provided communication channels for reporting, including the Call Centre, which accounted for 56 per cent of reports; applications at 10.8 per cent; and the chat service with the agent Mahboub at 30.8 per cent. The Call Centre delivers its services in languages, including Arabic, English, Hindi, Filipino, French, Chinese, Russian and others.
RTA has developed systems to enhance search and follow-up operations, contributing to response efficiency and reduced report processing times. Usage of channels has increased, reflecting customer awareness and preference for solutions. The system relies on technologies that enable tracking of taxi movements, communication with drivers, and platforms for documenting and monitoring reports through to closure. Procedures govern the handover of lost items, ensuring customer identity verification, privacy protection and the return of belongings in accordance with processes.
How Dubai’s taxi lost and found system reunites passengers with belongings
Al Shaikh explained that the system is characterised by response, with customers contacted within no more than two hours in most cases. This has had an impact on satisfaction levels, as the Call Centre received more than 30 messages of thanks and appreciation during 2025.
The year also witnessed initiatives by taxi drivers, who handed in lost items upon finding them. Drivers were recognised in appreciation of their honesty, reflecting the values of integrity and responsibility.
The Lost and Found Team continues to perform its role as a link between customers and service providers, reaffirming that customer happiness extends beyond the quality of the journey to include the protection of customers’ belongings and the strengthening of trust.
