Your rights as a traveler
Do you want to have a decision reviewed or get compensation?
Internal Reconsideration Committee (CIR)
A new look at your situation
Has your claim already been processed?
The committee intervenes after contact with the customer relations department, the legal department or the findings department and when the first response received does not satisfy you.
If you have not yet taken this step, do not hesitate to request these services:
What is the role of the committee?
Your request has not been fully understood and you would like a new look, we remain at your disposal to re-examine your file.
Our commitments in this action:
- Independence: your situation is studied without any influence
- Impartiality: requests are analyzed without prejudice and in complete confidentiality
- Collegiality: decisions are taken collectively
- Fairness: each case is examined with care and respect
Some cases (personal injury, force majeure, ongoing or completed legal proceedings) cannot be studied.
How to contact us?
Within two months of the situation you experienced, you can explain it to us in a letter and send us any document that will help us better understand it:
Geneva public transport
MVC-CIR
Route de la Chapelle 1
CP 950
1212 Grand Lancy
We are committed to giving you a recommendation or proposing an action within 60 days.
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
In case of delay longer than 60 minutes, travellers canclaim compensation. Find all the information on the website of SwissPass.