What happens if I'm not ready when the pickup arrives?

In the event of an emergency during your ride, always call 112 first. If you’re having a problem with your ride—for example, if your driver doesn’t show up or if you feel unsafe—please call the phone number listed for your your Reizi service  immediately. We’ll find a solution for you as soon as possible.

Haven't received your welcome package yet? If so, you were likely recently registered with us by the municipality. We'll get your information in order and send you the welcome package. You'll receive the package no later than July 10.

If there is a delay, we will call you to let you know. We will inform you of the expected new arrival time so you know what to expect.

Have you lost your travel card? Or is your card damaged? If so, please contact us. We can request a new card for you.

The first travel pass is free. Even if you need a new pass just once, you won’t be charged. If you need another pass after that—for example, because you lost it—a new pass costs €7.75, including VAT.

If you are not ready when the driver arrives, the driver will call you. The driver will then wait two minutes. If we do not have your phone number on file, the driver will wait five minutes. If there is still no contact after that time, the driver will continue on the route. You will still be charged the passenger fee for the ride.

Have you saved Reizi's WhatsApp number before? If so, you might see the message: "This person no longer uses WhatsApp." This is due to an issue with WhatsApp. Our number hasn't changed.

Here's how to fix it:

1. Delete Reizi or RMC from the contacts on your phone.
2. Save 010 – 428 86 00 again.
3. Open WhatsApp and search for Reizi or RMC again.

After that, you can send us another WhatsApp message.

Haven't saved our number yet? If so, you probably won't have this problem.

You can report changes via the Reizi app, by email, or by phone through our customer service department. Examples include a new phone number or a change in your personal circumstances. Please report any changes as soon as possible so that we can update your information in a timely manner.

Please report any changes to your address information to the City of Rotterdam. The City of Rotterdam will process this information and forward it to us.
You can use this link to report the changes to the City of Rotterdam.

You can change or cancel a ride through the app or by contacting our customer service. Please let us know about any changes at least 1 day in advance so we can adjust the transportation accordingly. If that’s not possible, please let us know about the change no later than 1 hour before the scheduled pickup time.

If you cancel less than 1 hour in advance, or if you are not there when the driver arrives, the trip may be recorded as an empty trip. In that case, you will only pay the copayment for the trip.

Download Reizi on Android

1. Click this link to download the Reizi app directly from the Google Play Store
2. Click the Install button.
3. Wait until the app has been downloaded and installed.
4. Tap Open to launch the app

Download Reizi on Apple (iPhone/iPad)

1. Click this link to download the Reizi app directly from the Apple App Store
2. Tap the Download button (or you'll see the cloud icon with an arrow if you want to install it on a second device).
3. Confirm with Face ID, Touch ID, or your Apple ID password.
4. TapOpento launch the app.

If you've forgotten your password, you can reset it in the Reizi app. Click "Forgot Password" to create a new password.

Upon handover, the driver is responsible for safely delivering the childto the contact person at the destination. Once the childhas been handed over, the receiving party assumes responsibility. If you have any questions or concerns, please feel free to contact our customer service team.

The Reizi app and the Reizi portal are the same platform; the only difference is that the app is available on Apple and Android devices, while the Reizi portal is accessible on a computer or laptop. Both platforms contain the same information.