Appeal guide

Complaints should initially be directed to the Rejsekort Customer Center via our contact form. If you disagree with the decision of the Rejsekort Customer Center regarding a case, you can appeal to one of the following instances. The appropriate complaint body depends on the nature of your complaint.

→ Go to Rejsekort contact form (Danish only).

The Appeal Board for Bus, Train and Metro

Complaints concerning defective equipment, charging of control fees, Rejsekort functionality, missing check-in and check-out or activation, inclusion in the customer register, etc., can be submitted to the Appeals Board for Bus, Train, and Metro via a complaint form available at www.abtm.dk.

EU Commission's Online Complaint Portal

The EU Commission's online complaint portal can also be used for submitting a complaint. This is particularly relevant if you are a consumer residing in another EU country. Submit your complaint here. When submitting a complaint, you must provide the email address administration@rejsekort.dk.

Danish Consumer Ombudsman

The Danish consumer ombudsman handles complaints regarding Rejsekort & Rejseplan A/S’ general terms and conditions, as well as marketing and commercials (The Danish Marketing Practices Act).

Additionally, the Consumer Ombudsman can handle complaints regarding, for example, non-compliance with information requirements, third-party misuse of the card, good practice, etc., under the Payments Act.

The Danish Data Protection Agency

Complaints about Rejsekort & Rejseplan A/S’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 issues about the interpretation of the terms and conditions are subject to Danish law.

DSB’s customer ambassador

If you have received a written response regarding travel with DSB and are not satisfied with the decision, you can contact DSB’s customer ambassador.

→ Go to contact DSB's customer ambassador.