RTA Delivers Remarkable Recovery of Lost Taxi Items in Dubai

Dubai’s Roads and Transport Authority (RTA) has reported the management of 104,162 lost item reports from taxis throughout the city in 2025. This service, overseen by the Call Centre in the Customer Happiness Department, employs a structured and efficient approach to ensure prompt recovery of belongings for customers.

Upon receiving a lost item report, the team verifies trip details and driver specifics, collaborating with taxi services to ensure timely returns. This method guarantees the reliability and trustworthiness of the system.

According to Meera Al Shaikh, Director of Customer Happiness at RTA’s Corporate Administrative Support Services Sector, these initiatives align with RTA’s mission to offer safe and customer-centered transport solutions. She emphasized that understanding customer needs and promoting positive engagement are fundamental to fostering satisfaction.

She elaborated that the Lost and Found system relies on expertly trained personnel and innovative technology, combined with close collaboration with taxi firms and operators, thereby ensuring the security of lost items and enhancing user confidence in taxi services.

In 2025, RTA successfully recovered over AED 2 million in cash, roughly 35,000 electronic gadgets such as smartphones and laptops, in addition to nearly 3,000 passports and essential documents, as well as other valuable items.

The reporting process was facilitated through various avenues: the Call Centre handled 56% of the reports, smart applications generated 10.8%, while the virtual chat service, “Mahboub,” accounted for 30.8%. Support was provided in multiple languages, including Arabic, English, Hindi, Filipino, French, Chinese, and Russian, allowing seamless reporting for residents and visitors alike.

RTA has also implemented advanced systems to enhance search capabilities and follow-up processes, all aimed at decreasing response times. These innovations allow for precise tracking, quick driver communications, and safe handling of reports until closure. Verifying customer identity and ensuring privacy remain pivotal in the secure return of items.

In many instances, customers received contact within two hours of reporting, leading to a high rate of satisfaction. Over 30 messages of gratitude were sent to the Call Centre in 2025, and several taxi drivers were commended for their integrity in returning lost items, showcasing admirable principles of honesty and responsibility.

RTA reaffirmed that its Lost and Found Team acts as a crucial connector between customers and service providers, proving that customer satisfaction encompasses beyond mere transportation, extending to the safeguarding of personal belongings and confidence in the robust transport services of Dubai.