Read below what our processing times are for questions, complaints, requests and objections.
We aim to respond to your question or complaint within 5 working days.
We aim to provide a response to your submitted refund request within 5 working days.
We aim to provide a written notification of the result of your objection to the official report within 28 days.
If you are not satisfied with our complaint procedure, you can forward your complaint to the Klachtenloket Openbaar Vervoer or the Geschillencommissie Openbaar Vervoer.
Since 1 January 2023, you can submit a complaint to the Klachtenloket Openbaar Vervoer (Public Transport Complaints Desk), formerly the Public Transport Ombudsman. The Klachtenloket Openbaar Vervoer looks at the complaint or question and gives advice on the best steps to take. Mediation and advice is free of charge. More information can be found on the website www.klachtenloket-openbaarvervoer.nl (Dutch) or call +31 (0)900 - 8102.
If the complaint is not resolved at the Klachtenloket Openbaar Vervoer, a dispute can be submitted to the Geschillencommissie Openbaar Vervoer (Public Transport Disputes Committee). This committee resolves disputes with a binding decision. Note that this organisation does charge a fee for this service. More information can be found on the website www.degeschillencommissie.nl (English) or call +31 (0)70 – 310 53 10.