Who pays the extra costs in a traffic jam?

Under the terms and conditions of Busvervoer Nederland, the reasonable extra costs of an unforeseen traffic situation, such as a traffic jam, may be passed on to the client.

Does the journey go ahead in a code orange warning?

If the KNMI issues a weather warning (code yellow, orange or red), the operator may cancel the journey. You then receive a refund of the fare, or a proportionate part of it if part of the journey has already been driven.

How do I make a complaint?

First report it immediately, so that a solution can be sought. After that, you can submit a written complaint within one month of the journey.

What if there are delays, traffic jams or bad weather?

Even with the best planning, something can go wrong on the way: a traffic jam, a closed road or bad weather. Below you can read what happens in that case. The rules come from the general conditions of carriage and travel of Busvervoer Nederland.

Traffic jams and delays

When planning, we take expected traffic into account. Even so, an unforeseen traffic jam can make a journey take longer than agreed. Under the terms and conditions, the reasonable extra costs of this may be charged.

Staying longer or a detour at your request

If you would like to stay longer, make an extra stop or take a different route during the trip, this is often possible by arrangement with the driver. The extra miles or hours may, however, be charged.

Bad weather

Safety comes first. If the KNMI, the Dutch national weather service, has issued a warning for dangerous weather (code yellow), extreme weather (code orange) or a severe weather alert (code red), the operator may cancel the journey under the terms and conditions. In that case you receive a refund of the fare, or a proportionate part of it if part of the journey has already been driven.

A complaint?

If something has not gone right, report it immediately, for example to the driver, so that a solution can be sought straight away. If that does not work, you can submit a written complaint to ITS-Reizen within one month of the journey.

Frequently asked questions

Who pays the extra costs in a traffic jam?: Under the terms and conditions of Busvervoer Nederland, the reasonable extra costs of an unforeseen traffic situation, such as a traffic jam, may be passed on to the client.
Does the journey go ahead in a code orange warning?: If the KNMI issues a weather warning (code yellow, orange or red), the operator may cancel the journey. You then receive a refund of the fare, or a proportionate part of it if part of the journey has already been driven.
How do I make a complaint?: First report it immediately, so that a solution can be sought. After that, you can submit a written complaint within one month of the journey.