Our goal is to make public transport (OV) as enjoyable and safe as possible for all travellers. However, you may have had an experience that was less than stellar. Would you like to submit a complaint about this or share your experience with us? You can read all about that here. This section also contains information on how long it will take to receive a response from us. Did you have a public transit journey that was actually very surprising or particularly enjoyable? We’d love to hear about that too!
Where do I submit a complaint if I was dissatisfied with my journey?
We’re never happy to hear that a traveller was not pleased with their journey. You can submit your complaint to us by using our service form. We will process your complaint and do our best to respond to you within five business days.
Would you rather speak with someone directly? If so, please contact our customer service department.
When will I receive a response to my question, complaint or request?
Below you’ll find information on how long you should expect to wait for a response to your question, complaint, request, application or dispute. We’ll do our best to respond within this time frame.
Questions and complaints | Within five business days |
Refund requests (restitution) | Within five business days |
Disputes for fines or incident reports | Within 28 days |
I am not satisfied with how my complaint was handled. Where can I report this?
Were you dissatisfied with how your complaint was handled? If so, please contact the Klachtloket Openbaar Vervoer (Dutch public transportation complaints department) or the Geschillencommissie Openbaar Vervoer (Dutch public transportation disputes commission).
Klachtloket Openbaar Vervoer
The Klachtloket Openbaar Vervoer will look into your complaint or query and provide advice on the best steps for you to take. It will not charge you for mediation or advice.
More information is available on the Klachtenloket website.
Geschillencommissie Openbaar Vervoer
Was the Klachtenloket unable to resolve your complaint? If so, you can contact the Geschillencommissie Openbaar Vervoer (Dutch public transportation disputes commission). It will review your complaint and deliver a definitive decision. The services of the Geschillencommissie are not free of charge.
More information is available on the costs and how the commission operates are available on the Geschillencommissie website.
I would like to share my public transport experience. Where can I do that?
You can send us your complaint, question, tip, preference or compliment via our service form. We will process it and do our best to respond to you within five business days.
Feel free to send us your beautiful photos of the sunrise from the ferry dock or a tram gliding through the city centre too. We love that stuff!