RTA Resolves 104,162 Lost Item Reports in Dubai Taxis for 2025

The Roads and Transport Authority (RTA) of Dubai has reported a staggering 104,162 lost item cases processed by its Lost and Found Team throughout 2025. This commendable service falls under the Call Centre within the Customer Happiness Department and utilizes a structured approach to ensure customers swiftly reclaim their lost items.

Upon receiving a notification, the team meticulously verifies trip specifics and driver credentials, collaborates with taxi firms, and diligently tracks each case until the item is returned to its owner. This methodology guarantees a high level of reliability and builds customer confidence.

Meera Al Shaikh, who oversees Customer Happiness at RTA’s Corporate Administrative Support Services Sector, emphasized that these initiatives align with RTA’s mission to deliver safe, user-friendly, and customer-centric mobility solutions. She accentuated that fostering customer satisfaction is paramount, achieved through comprehensive understanding of client requirements, customized services, and promoting positive practices within the transport ecosystem.

She noted that the Lost and Found operation benefits from specialized teams, cutting-edge technologies, and robust collaboration among the Call Centre, taxi operators, and drivers, ultimately safeguarding customers' belongings and enhancing confidence in the taxi service industry.

In the course of 2025, the RTA successfully retrieved cash exceeding AED 2 million, alongside approximately 35,000 electronic gadgets, such as smartphones, laptops, and tablets. Among the recovered belongings were nearly 3,000 passports and important documents, along with jewelry and other precious items.

Customers could report lost items via various avenues—56% were processed through the Call Centre, smart apps contributed 10.8%, and 30.8% were facilitated by the virtual chat tool “Mahboub.” The Call Centre offers multi-lingual support including Arabic, English, Hindi, Filipino, French, Chinese, and Russian, ensuring accessibility for all.

RTA has rolled out innovative systems aimed at enhancing search capabilities and expediting response times. These advancements allow comprehensive tracking of taxi rides, prompt communication with drivers, and secure processing of reports until their resolution. Protocols are in place to authenticate customer identities, ensure privacy, and manage the secure return of lost property.

Customers are frequently reached within a two-hour timeframe, contributing to notable satisfaction rates. In 2025, the Call Centre received over 30 commendations. Additionally, several taxi drivers were honored for their integrity by promptly returning lost items, which reinforces the fundamental values of trust and accountability.

The RTA ascertains that its Lost and Found Team serves as an essential connection between customers and service providers, reinforcing the idea that customer satisfaction is integral to the journey—encompassing the security of personal possessions and reliance on Dubai’s advanced transport services.