Irish Citylink, part of the ComfortDelGro Group and one of Ireland’s foremost transport operators, prides itself on superior customer service.
As part of this commitment, the team recognised their lost property process (a common bugbear across the transport industry) had room for improvement.
The incumbent process for logging and returning items was sufficient but entirely manual. Each step required input from Irish Citylink’s team, time that could be spent on more business-critical areas.
To better serve passengers and free up staff for higher-value work, Irish Citylink set out to modernise its approach with a dedicated lost property management system. Partnering with NotLost allowed them to introduce a digital lost and found process that was faster, more transparent, and easier for both passengers and staff.
“Previously, we relied on an outdated system, and when we transitioned to a new setup, we were left with nothing to manage lost property, resorting to Excel spreadsheets. We were referred to NotLost, and I was introduced to Russ and Sam to explore its potential for our organisation.”
”We also needed a solution that aligned with our commitment to sustainability and supporting the local community through the donation of expired items. To manage this, we needed to track how much is recycled/donated annually.”
NotLost’s Tailored Lost Property Solution for Transport Operators
Irish Citylink approached NotLost after hearing of its successes providing lost property software for transport operators, notably Ireland’s National Transport Authority (NTA) and Transport for London (TfL).
While NotLost’s off-the-shelf solution addressed core problems, the partnership also allowed for bespoke features suiting Irish Citylink’s evolving needs. These included the development of a euro fee collection system for when passengers choose a method of returning their found item.
“NotLost’s experience with TfL gave us confidence. We were drawn in by the integration with return postage labels and the fee collection system. The ability to tailor and maintain records made it feel like a long-term solution, not just a quick fix.”
Onboarding and Launch: A Smooth Rollout
NotLost tailored the system precisely to Irish Citylink’s needs and provided high-touch support throughout. Irish Citylink was able to onboard staff confidently, thanks to the platform’s intuitive interface, which helped drive adoption.
“The NotLost team, especially Cielo Garay (Customer Success Manager) and Sam Nash (Head of Product), were outstanding. The training was clear, the platform intuitive, and the whole process felt collaborative.”
“Everyone agrees the system is easy to navigate. That alone eliminates half the struggle.”
The Impact: Efficiency, Experience, and Control
Since implementing NotLost, Citylink has seen measurable improvements across both operational efficiency and customer experience.
Repatriation Rates
After launching on October 1st, Irish Citylink has logged over 4,500 items. Each one of those represents time saved through automation, as team members no longer needed to laboriously catalogue every set of sunglasses or wallet that fell into their possession.
Out of those, around 1,500 were returned to passengers – a 33% repatriation rate. Now, this might not sound like much, but it’s important to note that transport operators rarely exceed 20%, making Irish Citylink a frontrunner in the transport industry’s ongoing battle against misplaced possessions.
%
Items returned to customers by Irish Citylink since October 1st 2024
Dramatically Reduced Workload
One of the clearest benefits was Irish Citylink’s reduction in passenger enquiries.
“Our CRM system used to be flooded with lost property emails. We’ve reduced that from 70% of enquiries down to just 20%.”
This was made possible by self-service features like:
- – Passenger QR codes to access lost property forms
- – Automated confirmation emails
- – An online claims portal that integrates with Citylink’s website and mobile app
The result? Fewer phone calls, fewer emails, and more time for staff to focus on providing a superior service to passengers.
A Better Experience for Staff and Passengers
Internally, managers now have visibility into team performance and item status through the NotLost dashboard. Activity logs and reports enable easy monitoring of trends and identification of training needs.
Passengers also benefit from a simpler, clearer process. From logging a lost item to retrieving it via courier, they self-serve online without unnecessary delays or confusion.
“We finally have one place to track everything. We can see how we’re responding, what items are being logged, and how teams are performing. It’s improved internal communication significantly.”
Irish Citylink’s View on NotLost
The standout result? Time savings, improved passenger service, and a platform that scales with Irish Citylink’s growth – soothing the operational headache of lost property management. Importantly, we’re always there to talk when Citylink need support.
“In terms of satisfaction, I couldn’t be happier. There’s no red tape, just direct, human conversations. That’s rare and extremely valuable in a technology partner.”
“The NotLost platform is constantly evolving. And when challenges arise, there’s always a solution.”
Before and After Overview
| Metric | Before NotLost | After NotLost |
| CRM email burden | 70% of queries | 20% of queries |
| Item visibility | No central tracking | Real-time digital records |
| Passenger experience | Manual, high-contact | Self-serve digital experience |
| Staff workload | High | Reduced & focused |
| Courier handling | Manual, inconsistent | Integrated with tracking & training |
Ready to Modernise Your Lost Property Process?
Irish Citylink’s upgrade demonstrates that there’s no need to continue with a poor process. NotLost has created a system that benefits both staff and passengers, and it is built to adapt to shifting client needs, as shown by our 4.8 / 5 stars on Capterra.
Interested to learn how NotLost can streamline your lost property process? Get in touch for a demo.
Lost property software for transport operators FAQ’s
1. How can transport companies manage lost property more efficiently?
Transport operators can streamline lost property by digitising their process. NotLost’s transport lost property software enables staff to log items, upload images, and automatically match them with passenger enquiries, thereby reducing admin and improving repatriation rates and customer service response times.
2. What is the best software for lost property in public transport?
The best lost property software for public transport offers real-time tracking, automation, custom reporting, and passenger self-service tools. NotLost is purpose-built for transport operators, offering integrations with courier services, self-service portals, and intuitive dashboards for staff.
3. Can passengers report lost property online?
Yes! NotLost’s self-service portal enables passengers to report lost items through an online form. Many transport providers use QR codes at stations or links in apps to direct passengers, minimising inbound phone calls and emails.
4. How do coach operators handle lost and found items?
Traditionally, coach operators used manual logs or spreadsheets. Today, software like NotLost allows for centralised item logging, image capture, customer claims tracking, and courier integration, making it easier to repatriate items and improve passenger satisfaction.
5. How does lost property software reduce customer service workload?
Lost property software reduces workload by automating tasks such as item matching, sending notification emails, and managing claims. It also enables passengers to self-serve, meaning fewer calls and emails for your support team to handle.
6. Why are repatriation rates in lost property so low?
Generally speaking, return rates are low for two reasons. Firstly, those who lose something often lack faith that it will turn up, which hampers inquiry rates. Another reason is what we call the ‘umbrella effect’, aka the prevalence of easy-to-lose, low-cost items and their low rate of enquiry. If you lose a £10 umbrella, how likely are you to spend time retrieving it?
7. Is it possible to track lost items in real time?
Absolutely. NotLost offers real-time dashboards, allowing transport operators like Irish Citylink to monitor lost property activity across their network and assign follow-ups instantly—making it easier to act on enquiries quickly.