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.
  • In accordance with the General Terms of Public Procurement in Supply Contracts (JYSE 2014), clients will not be reimbursed for indirect costs, in this case theatre tickets.

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.