Airports across the U.S. are undergoing a transformational shift in how Lost & Found operations are managed. Traditionally, this responsibility fell to police departments, who are chosen for their service-oriented nature, trustworthiness, and capability to manage valuable items.
However, significant drawbacks have emerged with this approach. Airport police are primarily tasked with protecting and serving, ensuring the safety and security of travelers. When police are responsible for managing Lost & Found—logging items, writing reports, handling returns, and even managing auctions for unclaimed items—it becomes a cumbersome workload that consumes valuable time and diverts resources from critical security tasks.
Recognizing these inefficiencies, many U.S. airports are transitioning Lost & Found responsibilities from police departments to customer experience teams. These teams are dedicated to creating a seamless and positive experience for travelers, leading to improved reviews and higher net promoter scores. The most significant benefit of this shift is that it allows police officers to focus on their core duties—ensuring safety and security—while the customer experience team excels in their expertise.
Customer experience teams are often better equipped to handle Lost & Found items in a way that enhances passenger satisfaction. Unlike law enforcement, these teams are not bound by stringent state laws regarding found possessions, allowing for a more streamlined and efficient process that aligns with best practices in other industries, such as hotels, stadiums, and theme parks. By freeing up police departments from these non-core duties, airports can ensure a higher level of security while simultaneously improving the overall traveler experience.
In short, this shift is a positive change that benefits everyone involved. It’s a prime example of how adapting to new approaches can lead to better outcomes. Regardless of who manages the operation, Boomerang provides a sophisticated platform that automates busy work, elevates trust, communication, and effectiveness, and enhances the powerful customer touchpoint of Lost & Found.
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Skyler Logsdon
CEO, Boomerang
