Owner: Aaron Fitzell
Last Updated: 2026-03-11
Version: 1.0
(have an idea for how this SOP could be better? Please fill out the Suggest Edit form at the very bottom of this procedure)
Procedure Info
Tags
found property, lost property, left behind, belongings, items, passenger property, handover, lost and found, left on bus, unclaimed
Purpose
To provide staff a step-by-step guide for how we can delight our passengers by getting their lost property back to them swiftly.
This procedure is important because returning lost property quickly is an opportunity to demonstrate great customer service, exceed expectations and distinguish ourselves from our competitors.
When to Use This SOP
Use this procedure as part of your Post-Trip Inspection after each run, when you find an item that’s been left behind.
Who Should Use This SOP
This procedure is for anyone – driver, workshop, operations – from any depot who finds property left on a bus, and cannot immediately return it to the owner.
Tools and Resources Needed
(List the equipment, tools, electronics or software needed to complete this procedure.)
Procedure
1. If Passengers Are Still Close By…
If you find an item while passengers are still in reach, make every effort to get a found item back to them immediately. They’ll be very grateful.
2. Do a Lost Property Sweep After Every Run
While doing your Post-Trip Inspection after every run, check thoroughly for lost property – between seats, in the overhead compartments, on the floor.
3. Collect Lost Items
4. Fill Out Found Property Form in Operations
Be sure to include as much detail including:
- Driver name
- Fleet number the item was found on
- The date, time and run it was found on
- A description of the item – Samsung phone, Diamond Vally College jumper size M, etc.
- Group (if known) – the school or organisation who were your passengers at the time.
5. Pass Found Item to Operations
- Immediately after filling out the Found Property form give the item and the form to someone in operations. They’ll take it from there.
- If for some reason you cannot pass it to operations right away, keep the item safe until you can get it to operations at your earliest opportunity.
Review Schedule and Change Log
| Version | Date | Author | Change Summary |
| 1.0 | 2026-03-11 | Joel Smith | Initial draft |