Complaint guidance
Complaints should initially be submitted to Rejsekort Customer Service via the contact form. If you disagree with Rejsekort Customer Service’s decision regarding a case, you can submit a complaint to one of the authorities listed below. The relevant complaint authority depends on the subject of the complaint.
The Danish Complaints Board for Bus, Train and Metro
You can file a complaint with the Danish Public Transport Appeals Board about a civil-law dispute between you and a public transport operator in Denmark concerning journeys by public transport. The Appeals Board primarily handles disputes concerning financial claims, such as control charges and ticket refunds. You can file a complaint using the complaint form at www.abtm.dk.
Before you can file a complaint with the Appeals Board, you must first submit your complaint in writing to Rejsekort Customer Center or the relevant public transport operator. If you are not satisfied with the response, you can then file a complaint with the Appeals Board.
The European Commission’s Online Dispute Resolution platform
The European Commission’s online complaint platform can also be used to submit a complaint. This is particularly relevant if you are a consumer residing in another EU country.
→ Submit a complaint
When submitting a complaint, the complainant must provide the email address: administration@rejsekort.dk.
The Danish Consumer Ombudsman
The Danish Consumer Ombudsman handles complaints regarding Rejsekort & Rejseplan A/S’ general terms and conditions, as well as marketing and advertising (the Danish Marketing Practices Act).
The Danish Consumer Ombudsman can also handle complaints regarding, for example, failure to comply with information requirements, misuse of cards by third parties, good business practices, etc. under the Danish Payments Act.
The Danish Data Protection Agency
Complaints regarding Rejsekort & Rejseplan A/S’ processing (registration, disclosure, etc.) of your personal data, including in connection with blocking a Rejsekort, are handled by the Danish Data Protection Agency.
Questions and disputes regarding the interpretation of the card terms and conditions are subject to Danish law.
DSB Customer Ombudsman
If you have received a written response regarding travel with DSB and you are not satisfied with the decision, you can contact DSB’s Customer Ombudsman.