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Trips and operations · Free Excel template

Passenger Complaint and Lost Item Log

For taxi, limousine, ride-hailing and car-with-driver companies. Log every passenger complaint, check the trip in tracking before you decide, and close it on time; record every lost item from report to signed return. The log calculates extra distance, speeding against the limit, days to close, overdue complaints and repeat complaints per driver.

Get the log (.xlsx) Arabic log
Free: enter your name, email and job title and we email you the file. It works in Excel, Google Sheets and LibreOffice Calc, with no macros.
  • Trip checked in tracking
  • Days to close and overdue
  • Lost items to signed return
safee-passenger-complaint-lost-item-log-en.xlsx
No.DriverCategoryTracking kmExpected kmTop speedFindingDaysStatusFlags
C-26-101Salem QahtaniLonger route38.431.0112 / 120Upheld3ClosedRoute longer than expected
C-26-102Imran ButtMeter not used14.213.888 / 80Upheld1ClosedSpeed over the limit
C-26-103Salem QahtaniUnsafe driving9.69.5138 / 100Partly upheld3ClosedSpeed over the limit
C-26-105Majed AnaziCar cleanliness7OpenNot checked in tracking
C-26-106Salem QahtaniCard payment12.112.074 / 80Not upheld2ClosedRepeat complaints for driver
Example rows for October 2026, with a 15% extra distance allowance and three complaints in 90 days as the repeat limit, both example values on Settings. Top speed is shown against the speed limit on the route.
What's in the file

One place for every complaint and every lost item

The operations team logs each complaint when it arrives, checks the trip before deciding, and closes it within the target you set. Lost items are traced to a car, stored and returned against a signature.

  1. 01

    Complaints

    Received time and channel, passenger and contact, trip time, car, driver, pickup and drop-off, category and severity, then the tracking check (trip found, distance, expected distance, top speed, speed limit), finding, action, refund and date closed. It calculates extra distance, speeding, the target, days, repeat complaints and status, with seven flags.

  2. 02

    Lost items

    Report time, who reported, trip time, car and driver, the item, whether it was found, where it is stored, and the return with an ID check and a signed receipt. It calculates days held and status, with four flags.

  3. 03

    Summary

    For the month: complaints, upheld, partly upheld and not upheld, open and overdue, upheld %, average days to close and refunds, by category, driver and channel, plus lost items reported, found, returned and held too long.

  4. 04

    Settings

    Days to close for each severity, the repeat complaint window and count, the allowed extra distance, the days to hold a lost item, and the lists of categories, channels, actions, drivers and cars.

Why should a taxi company log every passenger complaint?

A passenger complaint about a long route, a fare, the meter or the way a driver drove is about one trip. Answered from memory, it turns into one word against another. Logged with the trip's time and car, it can be checked: how far the car went, how fast, and whether the trip happened at all. A log also shows patterns that single replies hide: the same driver three times in a month, or the same complaint about card payment every week.

Lost items work the same way. A passenger who left a phone needs the company to find the car from the trip time, keep the item safe, and hand it back to the right person.

How to use the complaint and lost item log

  1. Log the complaint when it arrives, with the passenger's own words and how to reach them.
  2. Check the trip in tracking: find it by car and time, and enter its distance and top speed, the expected distance of the direct route and the speed limit on the road.
  3. Decide: upheld, partly upheld or not upheld, the action and any refund. Close the row and tell the passenger.
  4. For lost items, trace the car, record where the item is kept, and return it only after an ID check and a signed receipt.
  5. Each month, review the Summary by category, driver and channel, and act on repeat complaints.

How does the log calculate?

Extra distance = tracking distance ÷ expected distance − 1 Over the limit = top speed in trip > speed limit on the route Target (days) = days to close for the complaint's severity (Settings) Days = date closed (or as-of date) − date received Status = Closed / Overdue when days > target / Open Repeat = complaints against the same driver within the window, up to this one Lost item days = date returned (or as-of date) − date found

The complaint flags are: overdue, not checked in tracking, route longer than the allowance, speed over the limit, repeat complaints for the driver, upheld with no action, and closed with no finding. The lost item flags are: held longer than your limit, returned without an ID check, no signed receipt, and not traced to a car. The targets of 2, 5 and 10 days, the 15% distance allowance, three complaints in 90 days and 30 days for lost items are example values; set your own policy.

Worked example: October 2026

  • C-26-101, longer route: tracking shows 38.4 km against 31.0 km for the direct route, 24% more than expected and above the 15% allowance. Upheld, $7 refunded, closed in 3 days.
  • C-26-102, meter not used: the passenger was charged $16 with the meter off. Under the TGA rule reported by Gulf News, a trip without the meter is free, so the full fare was refunded and the driver warned. Tracking also shows 88 km/h on an 80 km/h road.
  • C-26-103, unsafe driving: a top speed of 138 km/h on a 100 km/h road. Partly upheld and the driver sent for coaching. It is the second complaint against this driver in October; C-26-106 is the third, so that row shows Repeat complaints for driver.
  • C-26-105, smell of smoke: still open and not checked in tracking.
  • Lost items: a laptop bag left on 12 October was traced to TX-203 and returned two days later with an ID check and a signed receipt. An umbrella found on 1 September is still held, longer than the 30-day limit.

Which Saudi taxi rules matter for complaints?

Gulf News reported in 2022, citing the Transport General Authority (TGA), that a passenger whose taxi driver does not switch on the fare meter gets the trip free, that passengers can complain when a taxi has no electronic payment device, and that complaints go to the unified number 19929. The TGA lists the fare meter, electronic payment and a live tracking device linked to the Naql portal among the requirements for regular taxis (SPA, 10 August 2023). The log's categories follow these points, so your own records match what passengers can raise with the regulator.

Common mistakes with passenger complaints

  • Deciding before checking the trip: distance and speed from tracking settle many complaints either way.
  • No severity or target: without them nothing is ever overdue.
  • Closing without a finding: the summary cannot tell upheld from not upheld.
  • Treating each complaint alone: repeat complaints against one driver are the signal to act on.
  • Handing back lost items without ID: always check identity and get a signature.
  • Keeping more personal data than you need: store only what you need to reply, and delete it after your retention period.

What the template does not do

The log works with the figures you copy into it; it does not read tracking data, and a distance or speed difference is a question, not a verdict. Closing targets, refunds and disciplinary actions come from your company policy and your regulator. To score drivers on speeding and harsh driving every month, use the Monthly Driver Scorecard; to settle cash at every shift, use the Taxi Shift Handover and Cash Settlement Sheet.

Sources

  • Free trip if the meter is not used, complaints about missing e-payment devices, unified number 19929: Gulf News, 29 May 2022, citing the TGA. Source: Gulf News.
  • TGA requirements for regular taxis (fare meter, electronic payment, live tracking linked to the Naql portal): Saudi Press Agency, 10 August 2023. Source: SPA. Last reviewed 21 October 2026.
Related Safee solution

Check the trip before you answer the passenger

Safee's path history replays any trip on the map, and the trip report gives its start and end, duration, distance and driver. Speeding alarms record when a car went over the limit you set, and with the V-iVMS video add-on, cameras record inside and outside the car, including the passenger area.

  • Path history to replay a trip on the map.
  • Trip report with start and end, duration, distance and driver.
  • Speeding alarms against the limits you set.
  • V-iVMS video inside and outside the car, as an add-on.
FAQ

Questions about passenger complaints and lost items

Want to replay any trip a passenger complains about? Talk to Safee.

What should a passenger complaint log include?

When and how the complaint arrived, the passenger and how to reach them, the trip time, car and driver, the category and severity, what the trip data shows, the finding, the action and any refund, and when it was closed.

How do I check a complaint about a longer route?

Find the trip in your tracking system by car and time and note its distance. Compare it with the distance of the direct route between the same points. The log calculates the difference and flags it above your allowance.

What happens in Saudi Arabia if the taxi meter was not switched on?

Gulf News reported in 2022, citing the TGA, that the passenger gets the trip free. The log has a Meter not used category so these complaints can be counted and acted on.

How long should we keep a lost item?

Set the period in your company policy and enter it on Settings; the log flags items held longer. Return an item only after checking the owner's identity and getting a signed receipt.

How do repeat complaints work?

For each complaint the log counts complaints against the same driver within the window on Settings, up to that complaint. When the count reaches your limit, the row is flagged.

Does it work in Google Sheets?

Yes. Upload the .xlsx file to Google Drive and open it in Google Sheets. It also works in Excel and LibreOffice Calc, with no macros.

Next step

Answer complaints with the trip in front of you

Bring a recent complaint, and we will show you how Safee's path history and trip report show the same trip.

Book a demo Get the log
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