Lost property
Applies to: customers who left an item on a bus, train, tram or ferry.
Key facts
- Items found on trains and at stations are held for 30 days at the central lost property office.
- Items on buses are held by the bus operator depot. Allow 2 business days for the item to be logged.
- Valuables such as phones, wallets and keys are logged within 24 hours.
Steps
- Capture the route, direction, travel time and last stop where the customer remembers having the item.
- Capture a clear description: colour, brand, contents.
- Raise a lost property report and give the customer the reference number.
- Tell the customer they will get an SMS or email when a match is found.
Escalate when
- The item is a medical device, ID or passport (priority handling).