Stoag logo
Hotline24-hour HOTLINE: 0800 6 50 40 30** free of charge from all German networks
Woman points to dynamic passenger information

Punctuality promise

Money back if you are delayed 10 minutes!

We do a lot to ensure the punctuality of our vehicles. However, we cannot foresee traffic jams, illegal parking or technical disruptions. Therefore, despite our best efforts, buses and trams may arrive late at your destination. This is annoying for you as a STOAG customer. Because we want you to be satisfied, our punctuality promise applies to you:
If one of our vehicles reaches your destination stop more than 10 minutes later than indicated in the timetable, you can have the price of your VRR ticket for price level A1 / A2 reimbursed 2,80 euros. Please understand that delays due to force majeure, strikes, major diversions or major events cannot be taken into account.

And this is how you keep our promise:

You contact us by phone on 0800 6 50 40 30 (free of charge from all German networks), by Online Form or personally in one of our customer centers or in the STOAG infomobile the delayed journey. We must receive your report within three working days. Please keep the ticket for the delayed journey. You need this ticket and your identity card to collect the refund amount from us. You have three months to do this. We are also happy to transfer the amount to the account known to us for subscribers. All details about the punctuality promise at a glance: Framework conditions for the promise of punctuality.

Exceptions in Oberhausen

The new service is a joint project of the Verkehrsverbund Rhein-Ruhr and is being implemented gradually across the entire association. This ensures that the punctuality promise also applies to all common lines. There are currently a few exceptions.

For the following communal lines in the Oberhausen city area, please contact the neighboring transport companies:

122, 124, 128, 129, 136, 185, NE11 = Ruhrbahn

905, 906, 907, 908, 917, 939 = Duisburg transport company

The punctuality promise does not currently apply on common lines 26, 918 and 995.