"I'm the bearer of good news": at the Bordeaux transport lost property department, the agents often make people happy

Over the past twelve months, nearly 17,200 items have been lost on public transport in the Bordeaux Métropole network. After a well-established process, nearly 27% of items are returned to relieved owners.

"I'm so happy! What joy!" Stella, 97, leans on the counter of the Bordeaux Métropole (TBM) transport lost property office. Having passed the excitement of declaring her wallet missing, the passenger of the Lianes 5 now has a cheerful voice. She, who had lost her belongings the day before, has found them again, like the 4,800 users who have had this opportunity over the past twelve months.

"People often come and go with a smile. In a way, I'm the bearer of good news," says Stéphanie Laveau. Every day, this employee of Keolis, the Bordeaux Métropole transport network's delegate , receives items found by drivers or users. While the former have a box in each bus or tram depot for depositing lost equipment, passengers often return the items to TBM network shops. Then, a night courier is responsible for collecting everything and bringing it to the lost property office, located at Saint-Jean station.

"We're looking at around 68 lost items per opening day," explains Thierry Chappard, head of customer service at Keolis. "And with the increase in traffic on the lines, the number of lost items is following the same trend. In 2023, we received 13,433 items, and over the last twelve months, 17,200. That's an increase of nearly 28%."

The service packs and ships everywhere in France and internationally

For each item received, Stéphanie Laveau fills out a data sheet. The goal: to allow for matching with the items declared on the TBM website . “I note down a set of keywords: for a phone, the brand, the color, the type of case. That way, as soon as they declare them online, users know immediately if we have a matching item here.”

Dentures, mirrors, bicycles, groceries, strollers... You can find everything in the stock behind Stéphanie Laveau's counter. But TBM cards represent the largest contingent (18%). Next come wallets and ID papers (15%), bags (11.5%), phones (8.4%), and keys (6.9%). "We sometimes even receive wallets containing large sums of money. It must be said: people are honest," the employee emphasizes with a smile.

"Did you know you're a magician?" Stella continues to thank Stéphanie Laveau. The agent is smiling. Since she started working in the lost and found department, she often deals with a lot of emotion. "People break down, they cry, they scream. I have people who tell me that they had their whole lives in their phone."

Since October 2024, even tourists visiting Bordeaux can smile again. The service packs and ships anywhere in France and internationally. Only postage will be at their expense.

Lost and Found Office, Saint-Jean Station. Monday to Friday, 2 p.m. to 7 p.m. Tel. 05 57 57 88 88.