How do I report lost property?
This article explains how to report lost property left on a Zeelo vehicle and how retrieved items are returned to riders.
Summary
- Report lost property by submitting the Lost Property Form and provide detailed information. Zeelo will contact the vehicle operator and check daily; if an item is found you will be notified with instructions for its return. Drivers may bring found items on a subsequent service so riders do not need to visit a depot.
How do I report lost property?
Zeelo is not responsible for personal belongings left on board (as outlined in our Terms & Conditions), however we’re happy to assist by contacting the operator on your behalf to help locate the missing item.
To get started, please complete our Lost Property Form with as much detail as possible.
- Provide a clear item description (colour, brand, unique markers, contents).
- Provide journey details (route name, date, approximate time).
- Include seat location if you remember where you were sitting.
Submit the form. The Zeelo team will use the details to contact the operator and driver.
What happens after you report
- Zeelo will contact the operator/garage and check the vehicle(s) for the reported item.
- The operator/driver and Zeelo check daily for updates while the search is underway.
- You will be notified immediately if the item is found, with instructions on how to arrange its return.
Retrieving found items
- If the operator confirms they have your belongings, the driver can bring the item on a future service you are booked on so you can collect it when you travel; you do not usually need to go to a depot.
- Zeelo will notify you with the specific return instructions once the item is located.
Additional notes
- Zeelo is able to assist by contacting the bus operator and driver on your behalf.
- There is no need to contact Customer Care for status updates while the search is active; Zeelo proactively follows up with the operator.
Please note:
Operators may have varying working hours, so responses may not be immediate, but rest assured, we’ll do our best to support your enquiry.
Can I get an update on my previous form?
Our team contacts the operator daily once a lost property request is submitted. As such, there’s no need to contact Customer Care for updates — they won’t have additional information to share at this stage.
If your item is found, you’ll receive a notification with instructions on how to arrange its return.