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 more than 10 minutes later than stated in the timetable, you can have the price of your VRR ticket for price level A1/A2 reimbursed to the amount of 3 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 about the delayed journey. Your report must reach us within three working days. Please be sure to keep the ticket of the delayed journey. You need this ticket and your ID 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 on 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.