THE Jamaica Urban Transit Company (JUTC) said it is reviewing the company’s bag policy to enhance luggage management following a recent article that reported a passenger onboard an express bus from Kingston to Montego Bay, St James, lost a bag containing approximately US$2,000 ($315,000) worth of special educational tools and other items.

The passenger, a special education teacher, said that she boarded the express bus with five bags on September 1, but only saw four of her bags when she arrived in Montego Bay and went to retrieve the items.

In a release on Thursday, the company responded to the Jamaica Observer article, stating that investigations revealed that the bag was left at the Half-Way-Tree Transport Centre prior to the passengers’ departure, and was not lost in transit. The company said the bag was located and placed in the custody of security personnel.

According to the JUTC, the bag is currently being stored in a guard house pending its collection by the owner, who has already been contacted and advised to make arrangements to verify and collect the luggage in question.

“The JUTC wishes to first acknowledge the distress and inconvenience expressed by the passenger. We understand the importance of the items described and appreciate the frustration that can arise when a passenger believes that personal belongings have been lost while using public transportation,” the company said in a release.

The company noted that its policy states that, “passengers transport luggage and other personal belongings at their own risk and the company does not accept liability for loss or damage to such property in accordance with its stated terms and conditions”.

However, that policy is now being reviewed.

“The JUTC recognises that the incident highlights an opportunity to further strengthen its processes for the handling and identification of passenger luggage, particularly on longer-distance and express services. Accordingly, the company is reviewing measures to enhance luggage management and passenger accountability, including the potential implementation of passenger, baggage and/or luggage tagging systems, together with strengthened procedures for the handling and recording of unclaimed or left-behind items at JUTC facilities,” the release said.

The company further reiterated its commitment to delivering safe, reliable, and customer-focused public transportation services.

“We value passenger feedback and will continue to use such feedback to identify gaps, strengthen our systems, and improve the overall passenger experience. The company regrets the distress and inconvenience experienced by the passenger and remains committed to resolving matters of this nature in a professional, fair, and transparent manner,” it added.