NVV 5-Minuten-Garantie
At NVV, we do our best to make your journey as pleasant as possible. That means
- that our buses and trains are punctual,
- the vehicles and stops are clean and safe,
- and that you can always count on friendly service.
If there are any delays or inconveniences, we are there for you with our NVV 5-Minuten-Garantie.
This consists of the following options:
Customer guarantee
We are there for you when...
If your journey in the NVV area is 5 minutes late at your destination, we will refund the fare. But please note: the refund only applies if the destination is reached late. There is no refund for delays en route if you arrive at your destination on time.
For single tickets, you will be refunded the full fare. For other tickets, you will receive a pro rata refund, at most until you have reached the actual purchase price. With MultiTickets, the refund is made per journey, regardless of how many people are traveling with you.
By the way, if your Deutschland-Ticket is from the NVV and the start and destination are in the NVV area, you can also take advantage of the customer guarantee. Here you get 1 euro back per journey.
Overview of the Refund contributions per trip
If you miss your connection after 8 p.m. due to a delay or cancellation, you can take a cab. We will reimburse you the cab costs up to 35 euros. All you have to do is present the original cab receipt together with your NVV ticket.
If your clothes get dirty due to dirty seats at stops or in the vehicles, you can claim cleaning costs of up to 25 euros. We will reimburse the costs if you present us with the NVV ticket for the affected journey and the cleaning receipt.
The legal situation regarding fare reimbursement in the event of strikes is not clear. But here in North Hesse we have the NVV 5-Minuten-Garantie. That makes it easy for you.
Unfortunately, if there is a strike, we cannot be held liable for missed business appointments or private car or cab costs. This is because a strike is neither force majeure nor is it our fault. There is therefore no compensation.
But here's the good news: if you bought a one-way ticket from a ticket machine to travel immediately on the day of the strike but were unable to travel because of the strike, we will reimburse you the full cost under the NVV 5-Minuten-Garantie. Enter the journey that was canceled due to the strike in the system and then collect the refund from the customer center.
Reimbursement is also easy for season tickets. We will refund you the pro rata price for the duration of the strike, based on the calculated frequency of travel. For season tickets, this applies to one journey per direction on the day of the strike; 2 journeys can be claimed per strike day.
Customer dialogue
If you would like to share complaints, questions or suggestions with us, we offer the customer dialogue to get in touch with us and the responsible transport companies directly. Here you can simply and directly communicate the desired topic (e.g. friendliness and competence or information and damage reports, safety) and, if desired, receive an answer. This gives you the opportunity to register all topics relating to local transport at any time.
This makes us better and you a satisfied passenger.
Conditions for using the NVV 5-Minuten-Garantie
To be able to use the NVV 5-Minuten-Garantie , you must have an NVV ticket. Other tickets (DB, RMV etc.) are excluded from the refund. The following tickets are also excluded from the refund:
- AST tickets, Hessentickets, KombiTickets, transitional fare tickets, the Deutschland-Ticket with Hessenpass mobil, the Hessen Schülerticket Hessen and the Seniorenticket Hessen.
Notifications in the customer guarantee must be entered within 3 days of the incident date in order to receive a refund. You must present a valid original NVV ticket for the affected journey. It is not sufficient that you intended to buy such a ticket or to mention that you have another ticket.
The fare refund will only be made in cash, not by bank transfer, and you can collect it from any NVV customer center within 3 months of the incident date.
Single tickets are collected after the fare has been refunded, time tickets only once they have been fully refunded. If the refund is more than 5 euros, you must show your identity card.
The refund can only be made if your customer data is recorded in the database. You agree to the storage of your data when you submit it for complaint.
Our NVV 5-Minuten-Garantie is a voluntary service to ensure your satisfaction. Please note that there is no legal entitlement to this guarantee. We would like to point out that in the event of misuse of this guarantee by passengers, we reserve the right to exclude these passengers from a refund. In the event of incidents involving incorrect information being reported, the passenger concerned will be informed of the discrepancies found.
In the event of repeated incorrect and incomprehensible information in complaints, we reserve the right to inform the passenger concerned in writing of the exclusion from refunds. Despite this exclusion, the option to submit complaints remains available. However, it should be noted that in the event of repeated misuse of this guarantee, the exclusion from refunds may be imposed indefinitely.
The NVV 5-Minuten-Garantie is a voluntary service provided by the Nordhessischer VerkehrsVerbund for our customers. It is important to note that since 29.7.2009 there has been a uniform nationwide legal regulation on customer rights in rail transport, which can be asserted against the transporting railroad company.
For detailed information and the possibility of submitting complaints within the framework of the statutory regulation, please refer to www.fahrgastrechte.info. A corresponding complaint form can also be found there.
We would like to point out that customers who exercise their rights under the statutory regulations are excluded from the NVV 5-Minuten-Garantie. This is to avoid double reimbursement.
The valid data protection regulations apply.
The personal data will only be processed within the framework of the NVV 5-Minuten-Garantie and will be deleted after 6 months at the latest.