CHINA: Hong Kong transport operator MTR Corp has launched a lost property delivery service in partnership with SF Express (Hong Kong) Ltd, removing the need for people to travel to the lost property office to retrieve their items.
MTR Corp’s rail, light rail and bus services carry more than 5 million passenger-journeys/day, and its lost property office handles 12 000 found items and 8 300 enquiries every month. Commonly found property includes Octopus smart cards, handbags, umbrellas and ‘items reflecting current trends or seasons’, such as popular cartoon character toys.
A digital platform is used to match found items with passengers who have registered their lost property, and the passenger is contacted for verification. While passengers were previously required to visit the lost property office at Admiralty station to retrieve their item, they can now have it delivered by SFHK to designated local addresses, pick-up points or lockers, with the delivery cost paid by the recipient.
MTR Corp said it will not impose any charges itself, and would remain ‘strict’ in gatekeeping during the matching process. Valuable items such as jewellery and electronic devices must still be collected in person.
’Through the collaboration with SFHK, leveraging their extensive network and reliable delivery service, we proactively provide passengers with a more considerate customer experience, allowing property owners to swiftly reclaim their lost property while streamlining the entire process’, said Annie Leung, General Manager, Marketing & Customer Experience, on July 21. MTR Corp ‘will keep exploring collaboration opportunities with different organisations in various areas to further enhance the customer experience.’
