5-minute guarantee
We want to make your journey as pleasant as possible.
We do our best.
To ensure that our buses and trains run on time.
To ensure that vehicles and stops are clean and safe.
To ensure that you are always treated in a friendly manner.
We are always there for you.
Even if there are delays.
Or if something goes wrong.
The NVV offers a 5-minute guarantee.
This means that
if your journey in the NVV area is delayed by more than 5 minutes,
you will receive a refund for the fare.
However, you will only receive the money back
- if you arrive late at your destination.
No refund will be given
- if you are late en route but arrive on time at your destination.
If you have a single ticket:
You will receive a full refund of the fare.
For other tickets, you will receive a partial refund.
For multi-tickets, you will receive a refund for one journey.
Regardless of how many people travelled with you.
If you have a Deutschland-Ticket from the NVV:
You will receive a refund of 1 euro per journey.
However, this only applies if the start and end points of the delayed journey are within the NVV area.
We will pay for your taxi fare:
If you can only continue your journey by taxi after 8 p.m. due to a delay.
Or if a connection has been cancelled and you have to take a taxi.
Please note:
We will pay a maximum of 30 € for a taxi fare.
To claim this, you must provide the following:
- Taxi receipt
- NVV ticket
We will give you up to 25 € for cleaning your clothes:
If your clothes have been soiled by dirty seats at the stop.
Or by dirt in our vehicles.
To receive this, you must present the following:
- Cleaning receipt
- NVV ticket from the journey during which this happened.
We cannot do much in the event of a strike.
This is because different legal rules apply.
Therefore, we do not offer any compensation for damages:
If you miss business appointments.
If you have to travel by car or taxi.
However:
If you purchased a ticket on the day of the strike and wanted to travel immediately.
And if nothing is running:
Then we will refund you the money for this ticket.
You can get your money back at the customer centre.
If you have a season ticket:
Then you can easily get your money back in the event of a strike.
You will get money back for one journey in each direction.
This means:
You can get money back for 2 journeys on each day of the strike.
Customer dialogue
You can contact us directly:
If you have any complaints, questions, requests or suggestions.
We call this exchange customer dialogue.
You can select the appropriate topic and write something about it.
For example, on these topics:
- Friendliness of employees.
- Expertise of employees.
- Information message
- Damage report
- Safety
We will respond to you.
If you wish.
Your contributions are important.
Because they enable us to continuously improve our work.
And make you a satisfied passenger.
Conditions for the NVV 5-minute guarantee
You need an NVV ticket:
If you want to use the 5-minute guarantee.
You will not receive a refund with other tickets.
For example, with tickets from Deutsche Bahn or the Rhein-Main-Verbund.
The 5-minute guarantee is also not valid for:
- Tickets for the shared taxi service
- Hessen Ticket
- Combi tickets
- Deutschland Ticket with Hessen-Pass mobil
- Schüler-Ticket Hessen
- Senioren-Ticket Hessen.
You must report the delay or cancellation after at least 3 days:
In order to get your money back.
And you must show your NVV ticket for this journey.
The ticket must be the original.
It cannot be a copy.
You will only receive cash.
You can collect the money at any NVV customer centre within 3 days of the delayed or cancelled journey.
We will keep single tickets:
Once we have refunded the money.
We will only keep season tickets:
Once you have received a full refund.
If you are entitled to a refund of more than £5:
You must present your identity card.
You will only receive a refund:
Once we have your customer details.
We store customer data in our database.
You agree to this storage:
When you enter your data in a complaint.
When is the NVV 5-minute guarantee not valid?
The NVV 5-minute guarantee is a voluntary offer from us.
We do this for your satisfaction.
However, there is no legal right to it.
We can also decide:
We will not refund passengers.
For example, if someone takes advantage of the NVV 5-minute guarantee.
If someone tries to cheat us with it.
If a person tries to cheat us several times:
- Then we can exclude this person from the NVV 5-minute guarantee.
Then this person will no longer receive a refund.
We will inform the person of this.
The person can still complain.
Note on customer rights in rail transport
Since 29 July 2009, there has been a legal regulation governing customer rights
in rail transport.
This regulation applies throughout Germany.
All railways must observe these customer rights.
You can find detailed information on this website:
There you will also find a way to submit your complaint.
Note:
If you complain under this law:
The law on passenger rights is a second option.
This also allows you to get your money back for your ticket.
However, you can only get your money back once for a delay.
Either via the NVV 5-minute guarantee.
Or via the law on passenger rights.
This is because no one should receive double compensation:
If a journey was delayed or cancelled.
You can only receive compensation once.
Privacy Policy
We comply with current privacy regulations.
More information can be found on this website:
We only require personal data for the NVV 5-minute guarantee.
We delete this data after 6 months at the latest.