Travellers' Charter U-OV  

We do our utmost to run on time according to the schedule and never depart early from the starting point of the route. 

Tip: Help us by clearly signaling that you want to board (raise your hand, use a light in the dark) and have your payment method ready. 

We recommend arriving at the bus or tram stop about 5 minutes before departure.

Is there a delay or diversion? We’ll inform you via the U-OV app, website, or digital travel information screens at the stop. 

We always provide current travel information. Before and during your journey. 

• Before your trip, check the U-OV app, u-ov.nl, or 9292.nl quickly and easily. Handy tip: in the U-OV app, you can save your favorite stops and trips for faster planning. 
• On buses and trams, you’ll always see the line number and destination. 
• Many stops have digital boards showing the arrival time of the next bus(es) or tram(s). No screen? Use the U-OV app or NaviLens app for real-time arrival times. 
• During your trip, onboard screens display upcoming stops, travel times, and connections. 
• Need personal advice? Contact our customer service or visit one of our service shops. 

Many travelers find transfers stressful. Will I make my next bus, tram, or train? We make sure your connection works. For guaranteed transfers, the bus waits up to 3 minutes. If you’re unsure, ask the driver; they can contact the driver of the connecting bus.
 
Last trip?
Many last buses and trams wait for each other. At Utrecht Central, we only depart once everyone has transferred. That way, you get home safely, even at night. Didn’t work out? Contact our customer service. 

We provide enough seats and standing space on our buses and trams. Sometimes, we can’t take everyone due to large groups or many strollers/wheelchairs, for everyone’s safety and comfort. Planning a group trip? Notify our customer service in advance so we can make sure you all have seats. 

On our U‑liners, we offer a seat guarantee.

Bus canceled or full? We aim to arrange a replacement within 30 minutes. During extreme weather or major traffic issues, this may not always be possible. 

Did your last bus or tram not run and you had to order a taxi? In some cases, you can request a refund. This way, we ensure you get home worry-free.

At U-OV, we believe travel should be easy for everyone, whether you have a stroller, lots of luggage, or a wheelchair. Do you have an auditory, visual, or mobility impairment? We always have a suitable solution. Learn more here. 

Wheelchair and walker friendly 

• Many stops are raised for safe and easy boarding. Did you know you can find an overview of accessible stops on u-ov.nl and haltescan.nl? In Amersfoort, all stops are accessible. 
• Our trams are fully low-floor, and buses have a low entry. 
• Buses have a fold-out ramp and a special wheelchair space (also for strollers if no wheelchair user is present). 
• Foldable mobility scooters are welcome; regular scooters only in trams. 
• Need help? Just ask, our drivers are ready to assist with boarding, exiting, and securing your wheelchair. 
  
  

Priority seats 
Special seats are reserved for travelers needing extra support. In some buses, these seats have different-colored upholstery for easy recognition. 

You always need a valid ticket on our buses and trams. The easiest way is with an OV-chipkaart or contactless debit/credit card. In the U-OV app, you can easily buy day tickets. 

Always check in when boarding and out when exiting, even with a student OV or subscription. Only children aged 4–11 travel free with a paying adult. More info about kids free.  

Want to travel affordably? Check our ticket page  for products and subscriptions that suit your trip. 

Regularly, a Service & Safety Officer is onboard. You can recognize them by their uniform and ID. They check tickets and can provide information. Without a valid ticket, they will take action. 

Our drivers, inspectors, and service staff are happy to help if you have a question or problem. They are friendly, well-trained, and know public transport well. For questions, visit our service shops in Utrecht and Amersfoort or contact customer service via the app or phone. 

Safety comes first at U-OV. All buses, trams, and major stops have CCTV. Drivers can contact Service & Safety, traffic control, and the police directly. Ensuring a safe journey. 

We also invest in sustainability. Many buses run electrically or meet the strictest environmental standards. So you travel safely and green. 

Our vehicles are clean, well-maintained, and meet all comfort and safety requirements. Drivers drive economically and comfortably for a sustainable and pleasant trip. 

On board our buses and trams, as well as at stops and platforms, smoking is not allowed. Eating or drinking is also not permitted inside our vehicles. This way, we keep the buses and trams clean together. All vehicles have air conditioning for year-round comfort. 

Our drivers and service staff are happy to help during your journey if you have a question or problem. They are friendly, well-trained, and know public transport well. You can also contact customer service via the app, web, or phone. 

For travel advice, use our app and website. Have a complaint or idea? Let us know via phone, website, or mail. 

Complaints and suggestions are handled as quickly and carefully as possible. You’ll receive a response within 10 days. 

Not satisfied? You can contact the Public Transport Disputes Committee or the OV-loket. The General Terms and Conditions for Urban and Regional Transport apply.