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Procedure: Agents and Customer Care

Every left-behind item is logged before it moves, and is only released to a verified owner.

When a passenger reports a lost item

  1. Take the report: name, phone, email, trip date, departure time, route, seat area, and a description of the item.
  2. Check with the garage, terminal, or driver to locate the item.
  3. If found, log it in Lost & Found (see logging below).
  4. Contact the passenger and set up the return:
    • Pickup at a terminal — tell them which terminal and that photo ID is required.
    • Meet a bus — give them the bus number, driver's name, departure time, and stop. Tell them photo ID is required.
    • Shipping — passenger schedules a FedEx pickup and sends a prepaid label; we attach it to the package.
  5. Notify the driver (if bus delivery) with the owner's name, the item description, and the Lost & Found log number.
  6. Close out the log entry once the item is released.

                    When an item is found with no known owner

                    1. Log it the same day it is found.
                    2. Wear gloves. Open the item only to look for identifying information (ID, tag, business card, prescription label).
                    3. Have a second employee present when possible. Note what was found and who was present.
                    4. If an owner is identified, contact them and follow steps 4–6 above.
                    5. If anything suspicious, hazardous, or illegal is found, stop and follow Section 5.

                              Logging (every item)

                              • Log number, date and time found, where found (bus number, route, terminal)
                              • Description of the item
                              • Who found it and who logged it
                              • Whether it was opened, by whom, and what ID was found
                              • How it was returned, to whom, ID type checked, date, and employee who released it

                                        Releasing an item

                                        • Owner must show a photo ID matching the name on the report.
                                        • High-value items (laptops, phones, tablets, wallets, passports, keys, cash, jewelry): owner must also describe the item or its contents before it is shown to them.
                                        • If someone else is picking up for the owner, the owner must call Customer Care first to authorize it by name. That person shows their own photo ID.
                                        • Unclaimed after [30] days: donate or dispose of per company practice, and note it in the log. Passports and government IDs go to the issuing agency or police, not the trash.

                                                When someone asks to send an item with no rider

                                                Decline. "C&J only transports passengers and their luggage. We aren't able to carry items for delivery to another person." If the item truly belongs to a C&J passenger who left it behind, treat it as a lost item report above.