Do you have any questions?
You’ll find most of the answers directly in our help portal.
If you can’t find the answer to your question there, please email us, call us at +49 2173 9574-10 or visit us at our customer center.
Mobility guarantee
We promise:
Your money back if there’s a delay of 20 minutes or more!
We strive to take you to your destination as punctually as possible and, above all, safely. That’s what we work on every day. But no matter the effort you make, you can’t plan for everything, and traffic does not always run smoothly. That’s why even we may experience delays when vehicles are held up by unforeseen events.
Such events include new construction sites, accidents, technical failures, or badly parked cars so our buses can’t get through narrow streets. We want you to be content with our service nonetheless – that’s why we have joined the North Rhine-Westphalia mobility guarantee initiative:
Whenever the departure of a local bus or rail service in North Rhine-Westphalia is delayed by 20 minutes or is cancelled, you are entitled to take a long-distance train (IC/EC/ICE train), taxi or similar transport service provider, or use a car-sharing, mobility (rental bike or e-scooter) or on-demand transport service instead.
Mobility guarantee: This is how it works.
Your bus or rail service was delayed by at least 20 minutes?
You can report the delay here with just a few clicks.
Arbitration committee
Our service companies are members of the local transportation arbitration committee (Schlichtungsstelle Nahverkehr). If you disagree with our reaction to your complaint, please contact the arbitrator by post, email or via their URL:
Schlichtungsstelle Nahverkehr
40215 Düsseldorf
Phone: +49 211 9138013-80
Fax: +49 211 9138016-78
Website: www.schlichtungsstellenahverkehr.de
We agree to take part in arbitration proceedings before the local transportation arbitration committee (Schlichtungsstelle Nahverkehr). Appealing to the arbitrator is free of charge and non-binding for you.