In a bid to level up its customer care, Transjakarta is strengthening its Lost and Found management. By anchoring the system in GCG and ESG principles, the company aims to ensure misplaced items stay safe and sound while maintaining a gold standard of corporate accountability

This initiative is a clear case of Transjakarta walking the talk regarding accountability and social responsibility to earn public trust.

In 2025, the agency logged 6,793 lost items across its network. Through a stringent and above-board verification process, 1,802 of these belongings have already been successfully reunited with their owners.

Operational data identifies BRT Corridor 1 (Blok M - Kota) and the CSW Integration Hub as the primary hotspots for lost belongings due to massive passenger volumes.

Transjakarta’s Corporate Secretary and PR Head, Tjahyadi stressed that the Lost and Found overhaul is far more than just business as usual. It is about standing up for customer rights through a systematic, digital-first, and by-the-book approach.

"This system is a testament to Transjakarta’s accountability. We are committed to a gold standard of integrity to provide peace of mind for our passengers," he stated, Thursday (1/15).

To keep operations above board, the company enforces a 90-day grace period for all found items. Any belongings that remain unclaimed after this window are either donated for social causes to pay it forward or properly disposed of, strictly by the book.

"These donations are in sync with our ESG pillars, ensuring usable items find a new home where they are needed most instead of simply going to waste," he noted.

To prevent future mishaps, Transjakarta urges commuters to keep their wits about them and double-check their belongings before hopping off. Anyone who has an item slip through the cracks should immediately flag down on-site staff or contact the official Customer Care hotline.

"By leveling up our services, Transjakarta is committed to more than just operational success; we aim to set the gold standard for responsible and sustainable business practices," he stated.