We do everything possible to ensure that our vehicles depart on time. Unfortunately, delays and disruptions cannot always be prevented. Was your last bus, tram, metro or ferry unable to depart due to delays or disruptions, resulting in taxi costs for you? In some cases, you are able to request reimbursement for this.
On this page, we discuss when we will reimburse your expenses, how to request reimbursement and how much money you will receive.
My last bus, metro, tram or ferry did not depart, so I took a taxi. Can I be reimbursed?
This is possible under certain conditions. Information on situations that are eligible for reimbursement is provided below.
When will you reimburse my expenses?
We will reimburse you for taxi costs in the following situations:
The final departure for the day was cancelled, and no replacement transport service was organised within 20 minutes of the final departure’s scheduled time.
Your journey was delayed by over 60 minutes. This means that you were waiting at a stop and experienced a delay of 60 minutes without any public transport (OV) being available.
When will you not reimburse my expenses?
We will not reimburse you for taxi costs in the following situations:
If another public transport (OV) option was arranged within 20 minutes of the scheduled transfer or final departure time
If service was suspended for the final departure on one of the following lines:
Express lines 27, 231, 232, 233, 245, 246 or 247
Gelderlandplein bus lines 461, 463 or 464
Riekerpolder bus lines 68 or 267
The GVB night buses N81, N82, N83, N84, N85, N86, N87, N88, N89, N91 or N93
In the event of a delay or suspended service for other transport providers, such as NS, Connexxion or EBS
In the event of a delay or suspended service due to scheduled diversions or roadwork
In special cases where we could not have prevented the delay or suspended service, such as power outages, strikes or compromised safety on the roadway
For taxi rides that end outside of our service area, which otherwise would not have been accessible via our tram, bus, metro or ferry lines.
If the required procedure for reimbursement has not been followed. More information about the procedure can be found below.
How do I request reimbursement?
Do you meet the requirements for having the costs you incurred reimbursed? If so, you can request reimbursement through our website as follows:
Open the digital reimbursement form
Complete the form
Add a digital copy of your taxi receipt (scan or photo)
Click on Send
After you send the form, you will receive email confirmation from us. We will try to respond to your request within 15 business days.
How much will I be reimbursed for?
You will receive the amount that you spend on the taxi ride. This ride must start at the stop where you encountered the delay and end within our service area.