Reimbursement policy

GVB does everything it can to be on time. Unfortunately, it is not always possible to prevent delays. We do provide reimbursement to compensate for the inconvenience. The details of the policy are provided below.

Reimbursement of your taxi fare

We will compensate you for your taxi expenses within the GVB travel region in the following situations:

1. Missing a guaranteed connection
This is when no vehicle arrives within 20 minutes of the indicated transfer time for the three following guaranteed connections.
Bus 33 to bus 30
Bus 33 to bus 31
Metro 51 to bus 62

2. The cancelling of the last run
If no vehicle arrives within 20 minutes after the indicated departure time for the last run on the day route.

3. A delay of more than one hour
If you are at a stop where there is a delay of an hour and there is no other alternative public transportation option.

You will not received a refund:

  • If alternative public transport is available within 20 minutes of the reported transfer time or departure time for the last run.
  • If you miss a connection that is not covered under the guaranteed connections.
  • When the last run is cancelled for one of the following routes: rush hour/reinforcing routes : 231, 245, 246, 247, school bus routes: 240 and 249, night bus routes: 748, 752, 753, 754, 755, 757, 758, 759, 761, 763 and Gelderlandplein routes 461 and 463.
  • When there are delays or cancellations with other transport companies such as NS, Connexxion and EBS.
  • When there is a delay or cancellation due to scheduled diversion and road maintenance work. Information about delays and cancellations is available on this website and on posters in the vehicle and at stops.
  • In exceptional cases of force majeure affecting GVB services, such as loss of power, strikes, or when road safety is at stake.
  • For a taxi trip to a destination that is outside the GVB service area and thus is not reachable using a GVB route.
  • If you do not follow the prescribed refund procedure correctly.

How much compensation do you receive?

The compensation will match the cost of a taxi trip from the stop where the delay occurs to your destination within the GVB service area.

How to request compensation

Request a receipt from your taxi. Compensation Download the form from the link below and fill it out.
The form is also available from Customer Service.

Reimbursement when you paid the base rate twice

If you had to pay the base rate twice due to a delay or cancellation of a service for longer than 35 minutes causing you to be charged twice, we will reimburse the second base rate that was charged.
You may request a refund of the doubly-paid base rate by phoning our Customer Service department at 0900 8011, Monday through Saturday, 09:00 to 19:00.