Dh2 million in cash and thousands of devices recovered from Dubai taxis in 2025
RTA’s integrated systems link drivers, taxis and customer services
DUBAI – Dubai’s Roads and Transport Authority (RTA) has confirmed that more than 104,000 reports of lost property in taxis were handled across the emirate during 2025, highlighting the scale of demand for recovery services and the growing reliance on smart reporting channels.
The figures reflect a city with high passenger volumes and a transport network that increasingly integrates technology with customer support. According to RTA, the process from reporting to recovery is governed by approved procedures designed to ensure speed, accuracy and reliability.
The Lost and Found Team at the RTA Call Centre, operating under the Customer Happiness Department, managed a total of 104,162 reports during the year. Each case followed a structured workflow, beginning with the receipt of the customer’s report and verification of trip details, taxi information and driver records, before coordination with taxi companies to retrieve and return the missing items. RTA said this end-to-end approach has been instrumental in reducing delays and improving follow-up accuracy.
Recovery scale
The authority reported that the value and variety of recovered items during 2025 underscored both the importance of the service and the effectiveness of its systems. Cash exceeding Dh2 million was retrieved and returned to customers, alongside approximately 35,000 electronic devices, including smartphones, laptops and tablets. In addition, around 3,000 passports and official documents were recovered, as well as jewellery and other valuable personal belongings.
RTA noted that such recoveries are supported by detailed trip records and real-time tracking systems that allow rapid identification of the relevant vehicle and driver. These tools enable faster communication with taxi operators and drivers, helping to secure items before they are misplaced further or transferred between shifts.
Smart channels
Customers were encouraged to use a range of smart and traditional channels to report lost property, with data showing a strong shift towards digital platforms. The Call Centre accounted for 56 per cent of all reports, remaining the most widely used option. Smart applications represented 10.8 per cent of reports, while the text-based chat service with the virtual agent Mahboub handled 30.8 per cent.
RTA said the increasing use of smart channels reflects higher customer awareness and a preference for quick, digital interactions. These platforms are integrated directly with internal systems, allowing reports to be logged, tracked and updated in real time. Customers can receive notifications and updates without the need for repeated follow-ups, contributing to shorter processing times.
Customer support
Meera Al Shaikh, Director of Customer Happiness at the Corporate Administrative Support Services Sector at RTA, said the authority’s efforts align with its broader strategy to deliver safe and seamless mobility while elevating the customer experience to global standards. She explained that customer happiness remains a central priority, supported by proactive services tailored to customer needs and behaviours.
Al Shaikh added that the lost property reporting framework is built on the readiness of specialised teams and close integration between the Call Centre, taxi companies and drivers. This coordination is reinforced by smart technology systems designed to protect passengers’ belongings and strengthen confidence in taxi services across Dubai.
The Call Centre provides support in multiple languages, including Arabic, English, Hindi, Filipino, French, Chinese and Russian, ensuring accessibility for residents and visitors from diverse backgrounds. RTA said this multilingual capability plays a key role in handling reports efficiently, particularly during peak travel periods.
Response times
RTA highlighted that most customers are contacted within no more than two hours of submitting a report, a response time made possible by automated systems and clear operational procedures. The authority said this rapid engagement has had a positive impact on satisfaction levels, with the Call Centre receiving more than 30 messages of thanks and appreciation during 2025.
Taxi drivers also played a significant role in the recovery process, with several promptly handing in lost items upon discovery. RTA recognised a number of drivers for their honesty during the year, noting that such actions support the integrity and reliability of Dubai’s transport services.