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lost & found services
Professional management of lost and misplaced items across terminals, lounges, security checkpoints, and aircraft — with direct liaison between passengers, airlines, and airport systems to reunite people with what matters to them.
Service Overview
when it matters most
A lost passport, a forgotten laptop on an aircraft, a phone left in the security tray — these are not minor inconveniences. For the passenger involved, they are potentially journey-ending crises. How your airline responds in that moment defines how that passenger feels about you.
Aeroserve’s Lost & Found service provides dedicated, structured management of lost property across every area of the airport — terminals, departure lounges, security checkpoints, gate areas, and aircraft cabins. We operate a systematic approach to item logging, storage, and reunification that gives every passenger the best chance of recovering what they have lost.
Our team liaises directly with airline cabin crew, airport security, cleaning contractors, and baggage handling teams — the four most common sources of found items — ensuring nothing falls through the cracks between departments.
where we operate
every zone. every item.
Lost items appear in different parts of the airport and require different recovery processes. Aeroserve manages all of them — with the right contacts and the right protocols for each zone.
Terminal & Public Areas
Items left in check-in halls, arrivals areas, retail zones, restaurants, and general terminal spaces — logged, secured, and matched against passenger enquiries.
- Wallets & handbags
- Mobile phones & laptops
- Travel documents & passports
- Children’s items & pushchairs
Security Checkpoints
One of the most common locations for forgotten items — trays move fast and passengers are distracted. Our team works directly with airport security to recover items left at screening.
- Laptops & tablets left in trays
- Belts, watches & jewellery
- Liquids & hand luggage items
- Passports & boarding passes
Departure Lounges & Gates
Items left at gates, in seating areas, and premium lounges — including airline lounge facilities where discretion and premium service standards are expected.
- Jackets & clothing
- Carry-on bags left at gates
- Electronics & accessories
- Premium lounge forgotten items
Aircraft Cabin
Items left on board are recovered through direct liaison with cabin crew during turnaround — before the aircraft departs again with the item still on board.
- Items in seat back pockets
- Overhead locker items
- Duty free bags & purchases
- Medical devices & essentials
Transport & Transfer Vehicles
Items left in crew buses, passenger transfer vehicles, and airside transport — recovered through our transport operations team and logged into the central system.
- Bags left on crew buses
- Items in passenger shuttles
- Crew personal items
- Documents & ID cards
Baggage Claim Hall
Items left in or around the baggage claim area — including items separated from bags, items found near carousels, and cases of mistakenly collected luggage.
- Items found near carousels
- Bags collected in error
- Detached luggage tags & labels
- Trolley-left belongings
What We Do
OUR lost & found CAPABAILITES
01
Item Logging & Registration
Every found item is immediately logged with a unique reference number, detailed description, location found, date and time, and handling staff record — creating a fully traceable audit trail from discovery to return.
02
Secure Storage & Chain of Custody
All found items stored securely with a clear chain of custody — particularly important for high-value items, travel documents, medical devices, and anything containing personal or financial information.
03
Passenger Enquiry Handling
Professional, empathetic handling of lost item enquiries — taking accurate descriptions, cross-referencing against logged items, and managing passenger expectations throughout the search and recovery process.
04
Multi-Department Liaison
Direct coordination with cabin crew, airport security, cleaning contractors, and baggage handling teams — the four primary sources of found items — ensuring all recovered property is channelled into a single managed system.
05
Item Matching & Reunification
Systematic matching of found items against passenger enquiries — with verification procedures to confirm ownership before release, protecting your airline from liability and ensuring items reach the right person.
06
Courier & Collection Coordination
Where passengers have already departed, coordination of secure item return — including courier arrangements for international passengers and collection scheduling for those returning to the airport.
Why It Matters
a lost item is a trust moment
A Recovered Passport Creates a Loyal Passenger
When a passenger loses something critical — a passport, a laptop, a medical device — and your airline helps them get it back, that story gets told. It is one of the most powerful loyalty moments in aviation, and it costs far less than any marketing campaign.
Most Lost Items Are Never Found Because No One Is Looking
Without a dedicated process, found items sit in different departments — cabin crew, security, cleaning — with no single point of coordination. Most are never matched to their owner. Aeroserve changes that by owning the entire process.
High-Value Items Create Liability Without Proper Process
A found item handled incorrectly — wrong person, no documentation, no chain of custody — becomes a liability. Aeroserve’s structured approach protects your airline from claims and complaints arising from lost property mishandling.
It Reflects Your Airline’s Values
A dedicated, professional Lost & Found service signals to your passengers that your airline cares about them beyond the flight itself. For premium and 5-star carriers, that level of care is not optional — it is expected.
Regulatory Framework
handled with full accountability
Process That Protects Everyone
Lost property in aviation environments carries data protection, liability, and security implications. Aeroserve’s Lost & Found processes are structured to meet all relevant obligations — protecting passengers, your airline, and Aeroserve at every stage.
UK GDPR Compliance
All passenger information collected during lost item enquiries handled in full compliance with UK GDPR — with strict data retention and access controls.
Airport Security Protocols
All found items assessed for security implications before logging — with unattended items reported to airport security in accordance with airport security procedures.
Chain of Custody Documentation
Complete, auditable chain of custody maintained for every item — from discovery through storage to release — providing full accountability at every stage.
Airline Brand & Service Standards
All passenger-facing Lost & Found interactions conducted in accordance with your airline’s brand standards and communication guidelines — consistent with your overall service proposition.