Reimbursement for delays and cancellations
If your bus or train is delayed by 20 minutes or more at the departure stop, you can alternatively take a long-distance train (IC/EC or ICE) or taxi. The costs will be refunded fully for the long-distance train and up to EUR 25 per person during the day and up to EUR 50 in the evening and at night (8.00 a.m. to 5.00 a.m.) for the taxi. This state-wide standardised service ensures that you reach your destinations.
If you have an Aktiv60Ticket or a MonatsTicket or Formula9Ticket subscription or a JobTicket, you will receive a maximum refund of EUR 35 between 5.00 a.m. and 8.00 p.m. and a maximum refund of EUR 60 between 8.00 p.m. and 5.00 a.m.
You can find more information on the mobility guarantee here: mobil.nrw/mobigarantie
Which means of transport are covered by the mobility guarantee?
The mobility guarantee applies within the nine North Rhine-Westphalian network and common tariffs, i.e. also within the VRS network, as well as within the NRW tariff, regardless of which means of local transport you are using.
How do I make use of the NRW mobility guarantee?
Submit the completed application form and supporting documents to the transport company that caused the delay.
+ The desired means of local transport is cancelled or departs at least 20 minutes later at the departure stop than specified in the timetable.
+ You are in possession of a local public transport ticket valid for this journey at the network or NRW tariff (i.e. not a long-distance ticket).
+ The delay does not occur during the journey.
+ The delay or cancellation is not caused by strike, storm, natural forces or bomb threat.
+ Submit the completed reimbursement application form within 14 days to the transport company that caused the delay.
+ Attach the original taxi receipt or IC/EC/ICE tickets used to the reimbursement application.
+ Don't forget the public transport ticket that you were originally travelling with: enclose single tickets in the original and a copy of timed tickets.