Frequently asked questions
Consult the most frequently asked questions about our services.
FAQs about travelling
We would like to help you plan your trip or find up-to-date travel information. You can use the different search engines we have developed:
- Travel planner
- Timetable finder
- Bus stop information and current departure times and transfer possibilities
- Disruptions and diversions
Our trains only have 2nd class carriages, so there is no 1st class.
Yes, you can buy a ticket at one of the points of sale off the bus or buy a mobile ticket with your smartphone (m-ticket).
See the In de bus webpage for a detailed explanation of what you can take on board the train.
See the In de trein webpage for a detailed explanation of what you can take on board the train.
FAQs about our webshop
Most passengers with a free travel, annual subscription automatically receive - about a month before the subscription expires - an email reminding them to purchase a new annual subscription. This depends on the product terms and conditions.
Passengers with a free travel monthly subscription or a discount card will not be notified.
Do you want to renew your subscription? Then buy your subscription in the webshop in advance. Make sure you set the start date correctly.
- Try again after at least 30 minutes. Our system sometimes needs time to reset.
- If necessary, try it at another pick-up point. Again, leave 30 minutes between attempts.
- Is it still not working? Please contact our customer service.
- Check the start date of your subscription in your order confirmation (email).
- Check the area of validity. If you are travelling outside the travel area, the subscription is not valid and credit will be debited. If you do not have sufficient credity on your OV-chipkaart, you will not be able to check in.
- Are you sure the travel area and the start date are correct and the product is not working? Please contact our customer service.
Did you choose the wrong centre zone, star value or starting date for your subscription? Or did you enter in the wrong start data for your subscription?
Call our customer service as soon as possible, but within 2 days at the latest. We are available from Monday to Saturday from 08.00 to 19.00 hrs. Have your OV-chipkaart number and order confirmation ready when you call.
You can cancel your (discount) subscription at any time. You can do this by filling in an online form. In some cases, you have the right to get (part of) your purchase price back. Read more about terminating your subscription and then fill in the form.
FAQs about tickets
An overview of the trips and transactions you make with your personal or anonymous OV-chipkaart can be accessed via OV-chipkaart.nl.
> Go to OV-chipkaart.nl
It is no longer possible to pay with cash in any of our buses. We do this in order to increase the social safety for our employees and our passengers. In addition, the new forms of payment (such as debit cards) are faster and more efficient.
For all questions about the OV-chipkaart we refer you to: www.ov-chipkaart.nl/en. The information on this website is very extensive and always up-to-date.
In our buses we accept the following means of payment:
- Dutch and foreign bank cards affiliated with Maestro
- Visa credit card
- MasterCard credit card
- American Express credit card
We no longer send the declaration to customers, but pass the details of free travel annual subscriptions directly to the Tax and Customs Administration. Monthly subscription can request a declaration on OV-chipkaart.nl.
> Read more about the OV-verklaring
FAQs about accessibility
Safety for our passengers is paramount. It is important that your wheelchair can be set up and secured at the designated location in the bus. If you and your wheelchair cannot be secured securely, you cannot be transported on that bus.
> Read more about accessibility for people with a mobility impairment
This website partly complies with the legal accessibility requirements (level A). This means that most of the website is suitable for people with a visual impairment. We will continue to work on the further improvement of the site in accordance with the accessibility requirements.
> Read more about accessibility for people with a visual impairment
Has your question not been answered? Please contact one of our customer service representatives.