Frequently Asked Questions

Did you lose something after a ride with Reizi?

That’s unfortunate. We transport many passengers every day. First, check the list of lost and found items on iLost. We use this platform to compile a list of all lost items.
Is your item listed there? If so, follow the instructions on the page to file a claim and describe what it looks like as accurately as possible—that will speed up the process.

Is it not listed yet? Feel free to check back later—drivers don't always report found items right away. Can't find anything at your location? Then you can also search the complete RMC Nederland directory.

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.

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.

Yes, that's allowed. There are rules, though.

You are free to travel anywhere within Rotterdam. This also applies to Hoek van Holland and Rozenburg. Therefore, there is no maximum number of kilometers you are allowed to travel within the municipality of Rotterdam. For example, you can travel from Hoek van Holland to Nesselande.

Are you traveling outside Rotterdam? If so, both the address where you board and the address where you get off must be within 25 kilometers of your home address.

We calculate the distance along the shortest route in kilometers. To do this, we use an approved route planner.

Is the destination more than 25 kilometers from your home address? If so, unfortunately, the ride cannot take place.

You can book a priority ride for a wedding, cremation, or funeral. This priority ride must be booked at least 4 hours in advance.
You can make a reservation through our customer service line at 010-428 86 00. Then press 1 on the menu.

Do you live in Rotterdam and would you like to book a ride?

Phone: 010 – 428 86 00. Then press 1 on the menu.

You can reach us at:
Sun–Thu: 6:30 AM – 12:45 AM
Fri and Sat: 6:30 AM – 2:45 AM

Do you live in Hoek van Holland?
Phone: 0174– 820 300

Do you live in Rozenburg?
Phone: 0181– 212 434

The first travel pass is free. Even if you need a new pass just once, you won't have to pay anything.

If you need a new card after that—for example, because you lost it—a new card costs €7.75, including VAT.

Yes, you can use the Reizi app to see the vehicle’s location in real time. This way, you’ll know exactly when the driver will arrive at your location or at the school. If you don’t have the app, please call our customer service for up-to-date information about your ride.

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. 

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

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.

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.

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.

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.

If you don't respond, the driver will wait 2 minutes and then call you. If we don't have your phone number, the driver will wait 5 minutes. After that, the driver will continue on.

Please note: even if you do not travel, you are still required to pay the copayment. This is referred to as a missed trip or a no-show.

Are you traveling through another program, such as through your employer or school? If so, we will report the missed trip to them.

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.

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.

Our hours of operation depend on the transportation service you use. Each service has its own operating hours. Please check the contact page for the current hours of operation.

There are several ways to contact us. Call us at 010 – 428 86 00 and follow the prompts. You can also send a message via WhatsApp (+31104288600) or email our customer service team. On our website, you’ll find a contact form that makes it easy to submit your question.

Yes, the Reizi app and use of the portal are free.

The driver will hand you over to a designated contact person at your destination, such as an employee of the employer or institution. When it’s time to be picked up, you will be handed back over to the driver. Do you have any questions? If so, our customer service team is your first point of contact.

The contact person on file with us will receive updates regarding changes to transportation. This may be a parent, caregiver, or staff member from an institution. Would you like to change the contact person? Please let our customer service team know.

Reizi has made arrangements with the on-site contacts regarding the handover of our passengers. The driver confirms after each trip that the passengers have been safely handed over. In the event of any discrepancies, the relevant contact person is contacted immediately.

If your child is absent, please notify the school as soon as possible. The sooner we know, the better we can adjust our schedule. The school can also notify us directly. Changes made during the school day cannot always be accommodated by the transportation service.

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.

Transportation to gym and swimming classes is arranged through the school and the City of Rotterdam, in consultation with RMC. The school will provide us with the schedule and any changes. In most cases, parents do not need to make any arrangements. If you have any questions, please contact the school. 

It’s probably still unclear where your child is traveling to.
For assistance, please contact us at:
jeugdwetvervoer@rmc-nederland.nl
010 – 4288600, then press 3 on the menu

You can apply for Youth Act transportation through the local team or neighborhood team of the municipality where your child lives. You can only do this if your child has been granted a youth assistance arrangement.

In the event of an issue or incident, such as a delay or a problem during the trip, Reizi will contact you. We will investigate what happened and take steps to prevent it from happening again, if possible. You can also report the issue directly to our customer service team.

Please notify us of your child’s absence as soon as possible via the app or by calling our customer service. The sooner you let us know, the better we can adjust our schedule. Don’t forget to notify the school as well.

The driver will hand your child over to a school staff member. When it’s time to pick up your child, the driver will take them back from the school. We always ensure a safe handover. The school and RMC have clear agreements in place regarding this.

Some children take a school bus to school. This applies only to children who have been assigned to this route.

Is your child traveling by coach? In that case, the driver will not come to meet you in person beforehand. However, you will receive the practical information about the trip in a timely manner. This includes the pickup location, the times, and other important details about the trip.

If a class is canceled or your child is absent, please let us know as soon as possible via the app or by phone. The sooner we know, the better we can adjust our schedule. The school can also notify us directly.

When registering, please let us know if your child has any special needs, such as a seat belt, booster seat, or assistance. It is also important to provide information about allergies, medication use, or behavioral issues that the driver should be aware of. The more we know, the better we can tailor the transportation to your child’s needs.

That’s too bad! We hope your child feel better soon. Please report the absence as soon as possible via the online portal or by calling us at 010 – 428 86 00. Press 2 on the menu. This will help us avoid having our driver show up at your door when your child doesn’t need to be picked up.

You can cancel a school bus ride using the Reizi app or through the Reizi online portal.
You can also call us at 010 – 428 86 00. Select option 2 from the menu.

You cannot choose your driver. All of our drivers are trained. We try to assign the same driver whenever possible.

This means that your child has been successfully registered for school transportation.
We have received your child’s information from the City of Rotterdam.

You can log in to the Reizi online portal to create your account and link your child to it. There, you can view all the information about the upcoming trips.

You can apply for school transportation through the City of Rotterdam. Visit this website to apply for school transportation for your child.

At this time, you cannot yet use the Reizi app yourself for your trips to and from work. However, your workplace can view these trips. Your workplace can see where the taxi is and can check your trips in and out.

Do you also have a travel pass for Wmo transportation? If so, you can use the app for the Wmo trips you book yourself.
You won't see your employee transportation trips in your personal app.

If you are eligible for Wmo transportation, you have received a welcome card and an information booklet. These explain how to use the app.

Together with your employer, we will explore whether employees will also be able to use the Reizi app for employee transportation in the future.

Your employer arranges your work transportation through us. Please notify your employer of any changes to your work schedule. Your employer will then inform us. Do you have a question about your ride itself? Please discuss this with your employer first.

Please notify your employer of any changes to your schedule, such as an appointment or a day off. Your employer will then notify us. If you receive a new work schedule, your employer will notify us so that we can update the schedule in a timely manner.

Are you sick? Please let your employer know as soon as possible—preferably before the scheduled pickup time. Your employer will then notify us of your absence. That way, the driver won’t show up at your door for nothing.

No. Unfortunately, the recurring rides you’ve booked with Trevvel aren’t shared with us. You’ll need to resubmit the recurring rides yourself.

In that case, you might be able to use Valys.

Valys provides transportation for people with limited mobility who want to travel outside their own region.

For more information, visit www.valys.nl.
There, you can also find out how to apply for a Valyspas and how to book a trip; see “Apply for a Valyspas.”

Yes, guide dogs and service dogs are allowed in taxis. Please let us know in advance when you make your reservation so the driver can make the necessary arrangements. There is no additional charge for service dogs.

Unfortunately, other pets are not allowed.

You can easily view your invoices in the Reizi app or via the Reizi portal.

You pay a co-payment for each trip. This covers part of the cost of the trip. You pay a fee per kilometer. The City of Rotterdam sets this fee. The number of trips you can take per year depends on the municipality. Click below to view the current rates.

You may use Wmo transportation for outings and visits in your local area. For example, to visit family or friends, go to a store, attend an appointment, or take a day trip. Wmo transportation is intended for trips within the service area. The rules are outlined in the letter you received from the City of Rotterdam.

Wmo stands for the Social Support Act. Among other things, this law regulates transportation for people who, due to a disability or their age, are unable to get around independently. Through the Wmo, you can use transportation services for a low personal contribution.