We work with Chargerback to help return lost items to our customers. Chargerback provides the technical support, but we handle the lost item requests.

We’ll send a confirmation email after you submit the form. We’ll also send email updates two, five, 15 and 30 days after you report the lost item. A third-party vendor called Chargerback sends this email.

If you haven’t received an email, you may want to check your junk or spam folders and confirm you correctly entered the email address in your original form. If you’re using a business email address, your company’s firewall may block our email. In that case, consider submitting the form again using a personal email address.

We’ll send you a series of emails with updates on your request. If we find your item, we’ll send an email asking for more information about it or confirming what you’d like us to do with it.

If the form you submitted doesn’t include enough information, we’ll send an email with a link to update it with additional details.

For example, if you submit a form saying you lost an iPad, we may not be able to determine which iPad we found is yours. If you’re able to provide more details, like the color of the case or the serial number, we’ll be more likely to match the description of your lost item to one of the items we find.

We’ll actively search for your item for 30 days. If we don’t find it during that time, we’ll send you an email letting you know we didn’t find it.

We’ll send you an email to let you know we found it. We’ll also include simple instructions on how to get it back. If we think we may have your item but need a few more details, we’ll send an email or call you.

If you don’t have an email address, we’ll call you if we find your item. Due to the large number of lost items, we can’t call you with regular status updates.

We understand some things may hold more value – whether it’s sentimental or physical – than others. Although we’ll do our best to return your lost item, we’re unable to personally speak to you about it because of the large number of lost items.

We recommend you complete our form by using the link above as soon as possible. If you report your lost item within five days, we’ll have a better chance of finding it.

Make sure to provide a detailed description of the lost item. For example, if you’re missing a coat, tell us the color, brand, size and whether there was anything in the pockets.

If we find cash on board or in the terminal, we may convert it into one or more prepaid cards. Prepaid cards allow us to quickly and safely return the money to its rightful owner.