Reimbursement policy

GVB does everything possible to ensure we run on time. Unfortunately, delays cannot always be avoided. The refund scheme is available to compensate you for such inconveniences. We provide the details below.

Reimbursement for your taxi fare

In the following situations 1, 2, and 3, we will compensate you for your taxi fare within the GVB service region.
In situation 4, we will compensate you for your taxi fare to your destination within the surrounding concession areas Amstelland-Meerlanden, Waterland, or Zaanstreek.

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

2. A delay of more than one hour.
If you have been delayed more than an hour at a stop and there is no alternative public transport available. This rule does not apply to metro 51. See situation 3 below.

3. A delay of more than one hour with metro 51.
If you have been delayed more than a half an hour at a metro 51 stop and there is no alternative public transport available.

4. Missing the last regional bus due to a metro 52 disruption
If you miss the last EBS or Connexxion bus at metro station Noord or Station Zuid to the surrounding concession areas Amstelland-Meerlanden, Waterland, or Zaanstreek due to a metro 52 disruption preventing you arriving on time in one of the indicated trips.
This means the trips with metro 52 with arrival times at the Noord at 00:007 and 00:37 and the trips with arrival times at the Zuid at 00:20 and 00:35. 

You will not be compensated…

  • 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 transfer connection that is not one of the guaranteed connections.
  • When the last run is cancelled for one of the following routes: rush hour/supporting routes 231, 245, 246, 247, and 248, school bus routes 240 and 249, Gelderlandplein routes 461, 463, 464, and 465, Riekerpolder routes 68 en 267, and the GVB night buses 281, 282, 283, 284, 285, 287, 288, 289, 291 en 293.
  • When there are delays or cancellations with other transport companies such as NS, Connexxion and EBS.
  • When the delay or cancellation of runs are part of planned diversions and maintenance work. You will find this information at among other places this website and on posters in the vehicles 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.
  • In situation 1, 2, and 3: for a taxi trip to a destination that is outside the GVB service area and thus is not reachable using a GVB route. This condition does not apply for situation 4.
  • If you do not follow the prescribed refund procedure correctly.

How much reimbursement can you receive?

The compensation amounts to the taxi fare from the stop where you experienced the delay to you destination within GVB's transport region (in situation 1 and 2), or to your destination within the surrounding concession areas Amstelland-Meerlanden, Waterland, or Zaanstreek (in situation 3).

How to request reimbursement

Ask for a taxi fare receipt. Complete the complaint/request/compliment form using the link below.

Reimbursement for base rate paid twice

If your travel time takes 35 minutes longer due to a delay or cancellation to get to a connecting route and this leads to you being charged twice for the base rate, we will refund the double paid base rate.
You request a refund for the double paid base rate by calling our Customer Service at 0900 8001.

Something went wrong with a ticket machine

If something went wrong at one of our ticket vending machines, you will receive a claim voucher that you can use at our Service & Tickets kiosks. If you have not received a claim voucher or were unsuccessful trying to load more than € 50, please call our Customer Service at 0900 8011.