Exceptional Customer Service in Tokyo’s Subway - My Lost Lunch Bag Story

Exceptional Customer Service in Tokyo’s Subway: My Lost Lunch Bag Story

Before the pandemic, I commuted to work every day, spending about half an hour each way on the subway. One morning, after reaching the office, I realized I had left my lunch bag on the train.

On my way home that evening, I visited the subway’s lost and found office and learned that my lunch bag had been found. It was safely stored in their management office, which was ten stations in the opposite direction from my usual route. I was told I could collect it within seven days, or it would be disposed of.

The next day, after work, I made the trip to the Lost and Found management office. After verifying my identity, I received my lunch bag. While this level of efficiency is typical in Japan, what positively surprised me was that all the containers in my lunch bag had been cleaned and dried. Even the cookie biscuit packet I had left inside was still there! This small but significant detail highlighted the exceptional customer service provided by the railway company.

I later learned that a huge number of items are lost on trains daily, and these are diligently returned to their owners after proper verification. This experience showed me the extraordinary lengths to which the staff go to ensure customer satisfaction and care.

You can see how this system is managed in the video below, showcasing one of the train operators.