Dubai’s Roads and Transport Authority (RTA) has demonstrated remarkable efficiency in handling lost property, processing an astounding 104,162 reports of items left behind in taxis throughout 2025. The comprehensive recovery operation yielded impressive results, including over Dh2 million in cash, approximately 35,000 electronic devices, and around 3,000 passports and official documents alongside valuable personal belongings.
Meera Al Shaikh, Director of Customer Happiness at RTA’s Corporate Administrative Support Services Sector, emphasized the organization’s customer-centric approach, stating that strategic goals prioritize passenger satisfaction. The success of this initiative stems from a sophisticated framework featuring specialized teams and seamless integration between call centers, taxi companies, and drivers, all supported by advanced smart technology systems.
The authority has implemented multiple streamlined reporting channels to facilitate easy property recovery. Traditional call centers handled 56% of reports, while digital solutions gained significant traction: smart applications accounted for 10.8% of cases, and the text-based chat service with virtual agent Mahboub processed 30.8% of reports. The multilingual call center operates in Arabic, English, Hindi, Filipino, French, Chinese, Russian, and other languages to accommodate Dubai’s diverse population.
Technological advancements have revolutionized the recovery process, enabling precise taxi tracking, rapid driver communication, and dedicated platforms for documentation and monitoring. The system guarantees swift response times, with most customers contacted within two hours of reporting. Clear procedures ensure proper identity verification, privacy protection, and secure return of belongings.
The initiative has generated substantial public appreciation, with the call center receiving over 30 thank-you messages during 2025. Numerous taxi drivers were formally recognized for their honesty and prompt handling of recovered items, reflecting strong values of integrity and responsibility within Dubai’s transportation network.