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.
In the following situations, we will compensate you for your taxi fare within the GVB service region.
1. Missing a guaranteed connection
This is when no vehicle arrives within 20 minutes of the indicated transfer time for the guaranteed connections.
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 have been delayed more than an hour at a stop and there is no alternative public transport available.
The reimbursement will be the cost of the taxi fare from the stop where you experienced the delay to your destination within the GVB service region.
Ask for a taxi fare receipt. Download the Reimbursement form via the link below and complete the form.
The form is also available from Customer Service.
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.