Dubai’s Roads and Transport Authority (RTA) confirms that the Lost and Found Team at the call centre, operating under the Customer Happiness Department, handled 104,162 reports of lost property in taxis across the Emirate of Dubai during 2025.
In 2025, the recovered items included cash with an estimated value exceeding Dhs 2 million, as well as electronic devices, including smartphones, laptops, and tablets, totalling around 35,000 devices. The recovered items also included approximately 3,000 passports and official documents, along with jewellery and other valuable personal belongings.
The lost property reporting framework is built on the readiness of specialised teams and effective integration between the call centre, taxi companies, and drivers, supported by smart technology systems that help protect customers’ belongings and strengthen confidence in the services provided.
RTA has also developed several supporting systems to enhance search and follow-up operations, contributing to improved response efficiency and reduced report processing times. Usage of smart channels has increased noticeably, reflecting growing customer awareness and a clear preference for fast digital solutions.
Meera Al Shaikh, Director of Customer Happiness at the Corporate Administrative Support Services Sector, RTA, said, “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.”
The Lost and Found Team continues to perform its role as a key 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, which underpins smart services in the Emirate of Dubai.