Your rights as a traveler

Do you want to have a decision reviewed or get compensation?

Internal reconsideration committee

Have you filed a complaint and you are not fully satisfied with the response received from us? 

We offer you a formal remedy and the possibility of having the case that you have previously submitted to us reviewed.

Our committee will study your appeal with the utmost attention and will make its recommendation to you.

(Personal injury, legal proceedings and force majeure are not eligible for the reconsideration procedure.)
 

Prerequisite

Have previously filed a complaint to:

• Customer service
• Observations Department
• Legal department

When?

You have two months from the date of the incident to come forward.

How?

Send us a detailed letter (en français, in English) with all the necessary supporting documents to:

Geneva public transport
MVC-CIR
Route de la Chapelle 1
CP 950
1212 Grand Lancy

And then?

You will receive a letter informing you of the recommendations/actions recommended by the IRC.

General Terms and Conditions of the IRC (FR)

Mediation pathways

Public transport mediation service

Any traveler who is not satisfied with a public transport service, who has differences of opinion or other problems with a transport company, can seek the services of the Ombudsman for Public Transport. However, for the Ombudsman to act as a mediator, the attempt at conciliation between the passenger and the company must first have failed.

You will find all the information on the procedure to follow with the public transport mediation service for French-speaking Switzerland on the website of the Public Transport Union. Administrative Mediation Office in Geneva

At the cantonal level, travelers can also apply to the cantonal administrative mediator. Its mission is to deal with disputes between the administration and the citizens outside the courts; to contribute to the prevention or simple resolution of conflicts between users and the administration; to contribute to the improvement of the functioning of the administration and to encourage the administration to maintain good relations with the users.

Compensation in the event of a delay

Until December 31, 2020, in the event of a delay attributable to tpg in the handling of passengers at stops and if no other means of tpg transport could compensate for it, passengers are entitled to the following compensation:

As of January 1, 2021, travelers can claim compensation in the event of a delay of more than 60 minutes. All information is on the SwissPass website.