Customer service

This HTM service shop can be found on the ground floor of The Hague Central Station, next to the OV Service Shop at Rijnstraat entrance.

This HTM service shop can be found on the Stationsplein side of Hollands Spoor station, to the right of the station's main entrance.

This HTM service shop can be found on the bus-side of Zoetermeer Centrum West station.

For questions about a police report, our colleagues can be reached on working days from 08:00 - 15:30. Please call 0900 - 4864636.

OVpay is the new way to check in and out on public transport. Check in with your contactless debit card, credit card or mobile.

In the 16 years since the OV-chipkaart was introduced, better and more reliable techniques have been developed. New ways of paying are also being added. Think of the debit card, travel on GPS, credit card or mobile. The current OV-chipkaart will eventually make way for a new OV-chipkaart with new technology. For the time being, everyone can simply check in and out with the familiar OV-chipkaart.

All public transport companies in the Netherlands are participating, but the introduction date varies per carrier. HTM started in autumn 2022. An up-to-date overview of all participating public transport companies can be found at www.ovpay.nl

Visit our page or go to ovpay.nl.

If the delay exceeds 30 minutes, you can claim a €3 refund.

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Has your OV-chipkaart or debit card been charged too much for a ride? Or were you unable to check in or out? Then you can request a refund.

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This card allows you to travel for 2 hours on HTM's buses and trams. Switching is allowed. HTM HTM 2 hour ticket costs €4.50 per person.

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This card gives you unlimited travel on HTM's buses and trams all day. Switching is allowed. The HTM Dagkaart costs €8.00 per person.

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Travelling with a group of children? Then choose the HTM Kinder Groepskaart. With this card, up to 10 children (aged 4 to 18) and 2 supervisors (aged 19 and over) can travel on all HTM trams and buses. Handy for a school trip, children's party or family outing! The Kids Group Pass costs €25.50.

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The 3 Day The Hague Travelcard allows you to travel on all HTM buses and trams for 3 days. When you purchase the card, you will receive an information guide on how to travel to all attractions in The Hague, Delft, Zoetermeer and Scheveningen. The HTM 3 dagenkaart costs € 20.00 per person and is valid from the first check-in until the end of the 3rd day.

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Travelling with a child aged 4 to 12? Then buy the HTM kids day ticket. With this ticket a child has unlimited use of HTM's buses and trams all day. The HTM kids day ticket costs € 1.00 per person.

Children under 4 travel free!

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The Tourist Day Ticket gives you one day of unlimited travel on HTM, RET, Arriva, Connexion, EBS, Qbuzz and Waterbus transport in Zuid-Holland. The Tourist Day Ticket costs €15.50 per person.

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Travelling to The Hague city centre but want to avoid traffic jams and park cheaply? Then choose P+R Hoornwijck. Park your car cheaply and travel to The Hague city centre by tram.

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Are you aged between 12 and 64 and travel regularly with HTM? Then choose HTM Maandkorting! With this season ticket you get a 20% discount on all trips with HTM. This discount is also settled on the balance fare during rush hour and weekends. Please note: HTM Maandkorting temporarily costs € 3 per month. Discover your advantage.

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Do you often travel in the The Hague - Rotterdam - Zoetermeer - Leiden region? Then choose the Regio abonnement. This gives you unlimited travel by bus, tram and metro within a self-selected area. So you control the price yourself.

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Do you regularly take the bus, tram, or metro throughout the Netherlands? Then choose the Altijd korting abonnement. This gives you a discount on every public transport trip, valid with every public transport ticket in the Netherlands.

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Are you over the AOW pension age and in possession of the Haagse Ooiervaarspas? Then you are entitled to free travel on HTM's trams and buses. Apply for Free Travel on your OV-chipkaart.

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Are you between 12 and 17 years old and in possession of the Haagse Ooievaarspas? Then you can apply to Stichting Leergeld Den Haag for an HTM season ticket and a personal OV-chipkaart. The HTM season ticket is valid on all HTM trams and buses during weekends (Saturday and Sunday) and official school holidays. Please note: The season ticket is not valid on the HTM Nightbus.

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This is certainly possible! Please note: To combine an HTM season ticket with NS Flex, you need to deactivate the Bus/Tram/Metro part of NS Flex on the OV-chipkaart. Contact NS customer service to do this.

After deactivation, you will travel on balance with HTM and all other city and regional transport companies in the Netherlands. With HTM you will then enjoy the benefit of the HTM season ticket, as you are used to now. Please note: make sure you have enough balance on your OV-chipkaart.

Do you want to cancel a Regio Maand- of Jaarabonnement? Go to an HTM Service Shop to do so.

• A Regio Maandabonnement can be cancelled free of charge up to the second day after the start date of the subscription.
• A Regio Jaarabonnement can also be cancelled at other times. The amount of the unused months will be refunded, except for the last 2 months as these are given as a gift with the subscription.

The administrative costs for stopping or terminating the contract are €5.

It's very easy to use an HTM Fiets! It works as follows:

1. Download the HTM Fiets app and create an account.
2. In the app, go to Payment and add balance here. This can be done via iDeal and credit card.
3. On the map you can see where the nearest HTM Fiets are. These are spread over 3 drop-off zones in The Hague region.
4. Click on the bike you want to reserve and choose Reserve. You can also use the bicycle directly, then click on Ride / Rent Bike. Please note: the rental will then start immediately!
5. Once you arrive at the bike, unlock the bike lock with the app. Scan the QR code on the bike or enter the bike number. After unlocking, the lock pops open automatically.
6. Use the HTM Fiets as you wish. Don't forget to lock the bike if you park it somewhere!
7. Finished cycling? Check the app to find the nearest drop zone to return the bike.
8. Lock the bike by pressing End ride in the app and lock the bike manually. Please note: If a bike is left with the lock open, you as the renter are liable if the bike is stolen.

The rental fee is automatically deducted from your balance. If the balance is negative after settlement, you have to top it up again for a next use use.

*When using the same reservation

Please note: For special offers and promotions, check the HTM Bicycle app under Promotions.

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From 1 January 2024, HTM Fiets will only be available at Lansingerland Station and the Dutch Innovation Factory in Zoetermeer. Earlier, drop zones in The Hague, Leidschendam-Voorburg and Rijswijk also disappeared due to low usage.

The drop zones station Lansingerland and the Dutch Innovation Factory will remain available. Do you use the HTM Fiets from Lansingerland station? Discover our special day rate, under promotions in the app!

Lost something on a bus or tram? Check out the list of found objects at iLost. This page is updated with new objects on Mondays, Wednesdays and Fridays.

Please note: anonymous and personal OV-chipcards are no longer kept. Block your OV-chipkaart via ov-chipkaart.nl.

View found items

No, you can't. Found objects will be sent. The objects can be sent to any address in the Netherlands or abroad.

Is the item still not listed on the website after 2 days? Then, unfortunately, we have not found the object.

Found objects are reported on Mondays, Wednesdays and Fridays.

• Lost something between Friday 12:00pm and Monday 12:00pm? Found items will be posted on the website after 18:00 on Monday evening.
• Lost something between Monday 12:00pm and Wednesday 12:00pm? The found items are on the website Wednesday evening after 18:00.
• Did you lose something between Wednesday 12:00 and Friday 12:00? The found items will be on the website friday evening after 18:00.

You can hand in your OV-chipkaart at the HTM Service Shop at The Hague Central Station.

Please note: anonymous and personal OV-chipcards are no longer kept. Block the OV-chipkaart via ov-chipkaart.nl.

A fine (official report) will be issued if you cannot show a valid ticket at ticket control. You pay €50 for the fine. Another € 6 will be charged for a travel card, which allows you to travel for 2 hours on HTM buses and trams (not valid on HTM Nachtbus).

The amount of € 56,00 must be paid within 21 days by bank transfer. When drawing up the fine, the ticket inspector will ask for valid proof of identity. It is possible to object to the fine.

• Pay the fine of €56.00 within 21 days by bank transfer. Transfer the amount to account number NL71 INGB 0000 0088 30, in the name of HTM Verhoogd Tarief Rekening. Please note: Please state the number of the Ride Out card and/or the full report number with the transfer. This will avoid extra costs such as a payment reminder or the use of a collection agency.
• Please note: after 21 days, the amount of the fine is increased by administration costs. If the fine is not paid within 28 days, the report will be transferred to our collection agency or the public prosecutor.

This is certainly possible. Within 14 days of the day of violation, you can object to a fine (official report). To do this, send a letter or e-mail to HTM with facts showing that you received the fine unjustly and can prove that there were circumstances that the inspector did not take into account.

Please note: HTM will only consider the objection if the fine is paid within 14 days.

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You can always object to a fine; this makes sense if you:

• Can tell why you received the fine unfairly;
• Can prove that there were circumstances the inspector did not take into account;
• Respond within 14 days of the day of violation and have paid the fine.

HTM will only consider a deposit if the fine has been paid before the objection is made.

There is no point objecting if you:

• Did not check in;
• Checked in too late;
• Had no balance on your OV-chipkaart;
• Travelled with someone else's personal OV-chipkaart;
• Had no or not enough (coin) money to buy a ticket;
• OV-chipkaart was broken or damaged, so the card could not be read;
• Appeared to have misused the HTM Ticket App during the inspection.

Did you receive a fine despite having a prepaid season ticket because you did not have your OV-chipkaart with you or forgot to check in?

If you did have a season ticket on your OV-chipkaart at the time of the trip, you can submit a request for goodwill (coulance form) to get the amount of the fine paid back from HTM.

Please note: this can be done a maximum of 3 times a year.

Did you receive a fine despite having a prepaid season ticket because you did not have your OV-chipkaart with you or forgot to check in?

If you did have a season ticket on your OV-chipkaart at the time of the trip, you can submit a request for coulance (goodwill) to get the amount of the fine paid back from HTM.

Please note: this can be done a maximum of 3 times a year.

After paying the fine, enter the coulance form. The process will now start.

1. Pay the fine within 14 days by bank transfer.
2. Fill in the coulance form.
3. An HTM employee will assess the request. If all conditions are found to be met, the fine will be cancelled. The amount paid will be refunded.

Terms and conditions: the goodwill scheme only works if you pay and register the fine within 14 days using the coulance form. Do you miss this deadline? Then this regulation no longer applies. It is also checked whether the identification shown at the time the fine was issued was valid. 

No. A reminder letter will be sent home 7 days after the fine is issued, indicating that the fine has not yet been paid. If the fine is paid before these 7 days we will not send a letter.