What to do in case of service disruptions

What should I do if there is a disruption in the dispatch centre or a ride cannot be arranged?

  • The Transport Services website includes instructions on what to do in case of service disruptions. During such a situation, there will also be a recorded message in the customer service number of Transport Services. If necessary, you will for example receive a text message with instructions on what to do.

The driver was late or did not show up at all and I missed a theatre performance. Who will reimburse me for the tickets? What should I do?

  • If the driver does not show up at the agreed time, please contact Transport Services. A new ride will be booked for you.

We were in an accident / the driver did not fasten my wheelchair properly and I hurt myself. Who will pay my medical expenses?

  • Please contact Transport Services. The expenses incurred due to an injury will be covered by the transport company’s motor liability insurance.

What if I suddenly fall ill during my ride?

  • If necessary, the driver will call the emergency number.

What should I do if the driver falls ill during my ride?

  • First call the emergency number and then the Transport Services number. A new driver will be arranged for you.

What if I suddenly fall ill and I am unable to cancel my booking 60 minutes before the pick-up time?

  • Please contact Transport Services as soon as possible. You can also ask someone else to contact Transport Services on your behalf.

I left my wallet at home and I am unable to pay the client charge. What should I do?

  • The driver will contact Transport Services for further instructions.

I did not receive a booking confirmation after booking a ride. What should I do?

  • Please contact the customer service of Transport Services immediately. If you did not receive a booking confirmation, your booking may not have been received.

What should I do if the driver behaves inappropriately?

  • Give Transport Services feedback on the driver. In a threatening situation, you should call the emergency number 112.

What should I do if my assistive device breaks during a trip?

  • Please contact the customer service of Transport Services.