RTA Reports Over 104,000 Lost Items in Dubai Taxis for 2025

Post by : Bianca Suleiman

The Roads and Transport Authority (RTA) of Dubai has revealed that its Lost and Found Team processed a remarkable 104,162 lost item reports from taxis throughout 2025. This essential service, operated by the Call Centre under the Customer Happiness Department, employs a systematic and effective process to ensure the swift recovery of lost items.

Upon receiving a report, the team meticulously verifies trip details and driver credentials, collaborates with taxi operators, and monitors the process until the lost item is returned to its owner. This meticulous approach guarantees high accuracy and fosters customer trust.

Meera Al Shaikh, the Director of Customer Happiness within RTA's Corporate Administrative Support Services Sector, underscored that these initiatives align with RTA's commitment to delivering safe and user-centric transport services. Customer contentment is prioritized, achieved by recognizing their needs and providing tailored support while promoting positive behavior within the transport ecosystem.

Al Shaikh noted that the Lost and Found service leverages skilled teams, advanced technologies, and strong partnerships among the Call Centre, taxi drivers, and companies, enhancing the safeguarding of customer possessions and instilling trust in taxi operations.

Throughout 2025, the RTA retrieved over AED 2 million in cash and approximately 35,000 electronic devices, including smartphones, laptops, and tablets. Additionally, nearly 3,000 passports and various valuable personal items like jewelry were recovered.

Customers utilized various channels for reporting lost items. The Call Centre accounted for 56% of these reports, while smart apps and the virtual chat service “Mahboub” handled 10.8% and 30.8% respectively. The Call Centre supports multiple languages, such as Arabic, English, Hindi, Filipino, French, Chinese, and Russian, ensuring accessibility for all.

RTA has also implemented advanced systems aimed at enhancing search capabilities and expediting follow-ups. These innovations ensure precise trip tracking, facilitate swift communication with drivers, and provide secure management of reports until they are resolved. Rigorous protocols protect customer privacy during identity verification and secure the return of lost items.

Typically, customers are contacted within a two-hour window, contributing to high satisfaction ratings. The Call Centre recorded over 30 messages of gratitude in 2025, and several taxi drivers were acknowledged for their integrity in promptly returning lost items, exemplifying core values of honesty and responsibility.

RTA emphasized that its Lost and Found Team is crucial in connecting customers with service providers, demonstrating that ensuring customer satisfaction extends beyond mere transportation to encompass the security of personal belongings and trust in Dubai’s intelligent transport solutions.