General information

  • Glimble is a service provided by Arriva Personenvervoer Nederland B.V. (referred to hereinafter as ‘Arriva’ or ‘we’). Glimble is also a trade name under which Arriva operates. You know glimble as a digital platform that allows users to plan, book and pay for trips they select in the glimble app they have downloaded.

  • Use of the glimble app is subject to its Terms of Service. You agreed to these Terms of Service and can view them in the app at any time. To enjoy the benefits of a glimble product, these glimble product conditions also apply. They describe for you, the user of a product (referred to hereinafter as ‘you’), the conditions that apply to the use of your product. They also describe your rights.

  • These glimble product conditions apply to each product you purchase from Arriva as offered through the glimble travel app. You can view the latest version of these terms of service at any time here.

  • Our office is located at Trambaan 3, 8441 BH in Heerenveen in the Netherlands and Arriva is registered with the local Chamber of Commerce under number 30124575.

  • When you purchase a glimble product, you enter into a purchase agreement with Arriva. Under this agreement, you are required to meet your payment obligation. The important legal rights and obligations that you and we have under this agreement are explained in detail in these terms of service.

Types of products

  • Glimble offers different types of products. Different conditions apply in each case. Some conditions apply to several or all of the products.

  • The different types of products may differ in terms of:

    • the region in which the product is valid;

    • the mode(s) of transport covered by the product;

    • the validity period;

    • the number of persons for whom the product is valid;

    • the way you exercise your travel rights: with a travel budget, as a prepaid travel right or as a certain number of trips.

  • All travel packages are valid for 28 days, regardless of the day on which they are purchased.

  • Scholars travel packages are valid for school students aged 12 to 17.

  • With a day ticket in Limburg, you can travel unlimitedly on Arriva buses and trains in Limburg for a whole day (from 9am).

  • With a day ticket in Friesland-Groningen, you travel unlimited on all Arriva trains in Friesland and Groningen and Arriva city and regional buses in Friesland and the Wadden Islands on weekdays after 09.00 and all day at the weekend.

  • Arriva reserves the right to add new products to its catalogue and to withdraw existing ones, in which case this will be done in accordance with your rights.

Validity period

Travel packages The following types of travel packages are available for each region, depending on the region for which you purchase the travel package:

  1. All-in: For a set amount, for 28 days you get unlimited travel at any time, on any day in the region covered by the travel package, within the limits of your travel budget.

  2. Weekend: For 28 days you get unlimited travel from 18.00 on Friday to 0.00 on Monday. The weekend travel package covers any journey that starts within this period.

  3. Scholars travel package flex 2: Every 28 days, you choose 2 days on which you get unlimited travel. The days can be during the week, on the weekend or a combination of the two. If you have booked a trip for a specific day, then your travel day begins at that time and you travel unlimited that entire day. The return journey is also included.

  4. Scholars travel package flex 4: Every 28 days, you choose 4 days on which you get unlimited travel. The days can be during the week, on the weekend or a combination of the two. If you have booked a trip for a specific day, then your travel day begins at that time and you travel unlimited that entire day. The return journey is also included.

  5. Day ticket: a day ticket is valid all day throughout Limburg from 9am to 4am the next day.

You purchase your chosen travel package for a certain region. You can choose from the following regions:

Zuid-Limburg region

  • Travel packages for the Zuid-Limburg region are valid in all districts of the city of Maastricht and throughout the Zuid-Limburg region.

  • You can travel on all Arriva trains (second class) and all Arriva bus routes.

  • All Arriva regional bus routes in Zuid-Limburg and all city buses in:

    • Maastricht

    • Parkstad

    • Sittard-Geleen

  • All Arriva trains in Zuid-Limburg up to the outskirts of Sittard:

    • S12 (Maastricht Randwyck – Sittard)

    • RS15 (Sittard – Kerkrade Centrum)

    • RS18 (Maastricht Randwyck – Heerlen)

    • RE18 (Maastricht up to Vaals)

Midden-Limburg region

  • Arriva buses

    • All regional bus lines in Midden-Limburg

    • All city buses in Roermond, Weert

  • Limburgliner

    • Venlo - Weert (bus line 370)

    • Weert - Meijel (bus line 371)

    • Roermond - Venlo (bus line 372)

    • Roermond - Venlo (bus line 377)

  • Arriva train

    • Maaslijn Sittard – Blerick

Noord-Limburg region

  • Arriva buses

    • All regional bus lines in Midden-Limburg

    • All city buses in Venlo

  • Limburgliner

    • Venlo - Weert (bus line 370)

    • Weert - Meijel (bus line 371)

    • Roermond - Venlo (bus line 372)

    • Roermond - Venlo (bus line 377)

  • Arriva train

    • Nijmegen-Roermond (RS11)

Limburg region

  • All Arriva buses and trains throughout Limburg.

  • Arriva train

    • Nijmegen-Roermond (RS11)

Friesland-Groningen region

  • The travel packages are valid in the Groningen and Friesland region.

  • You can travel on all Arriva buses and trains (Second class) in Friesland and all Arriva trains (Second class) in Groningen.

    • All Arriva trains operating in Friesland and Groningen. The travel packages are not valid on the Opstapper.

    • All Arriva buses in Friesland and Wadden Islands Terschelling, Vlieland, Ameland and Schiermonikoog. Includes:

      • Qliner 315

      • Qliner 320

      • Qliner 324

      • Qliner 350

      • Qliner 355

      • Line taxi

      • Vlinder- en buurtbus

What is and is not covered by the travel package

  • The travel package is valid from the moment of purchase. So you may wish to consider the best time to purchase your travel package. Example

    Let’s say you purchase a weekend travel package at 18.00 on Sunday evening. The travel package is valid from the moment of purchase. So you can immediately start enjoying discounted travel. Because the travel package is valid for exactly 28 days, it will expire 4 weeks later, at 17.59 on Sunday evening.

  • The use of your travel package is always determined by the start time of your trip. This only applies to the validity period of your travel package. By ‘trip’ we mean a single ride without a change, or a series of rides with an interval of not more than 35 minutes between rides. Example

    Let’s say you have a flex 10 travel package. You use the last of the 10 days covered by your travel package to go on a trip on the last day of the 28-day validity period. The trip departs at 23.06 on a Thursday evening. If you check out at 00.12, the trip still falls within the 10th day covered by your travel package and the last day of the validity period.

  • The start and end locations of your trip must fall within the geographical area covered by the travel package for your chosen region. Example

    Let’s say you have a travel package with a travel budget for the Zuid-Limburg region. You board a train at Maastricht station and travel to Roermond. Maastricht falls within the geographical area covered by your travel package, but Roermond does not. In this case you pay for the whole trip. The right to travel on the part of the network covered by your travel package is not deducted from the cost of the trip.

  • You can use the payment methods offered in the glimble app to pay for trips that are not covered by your travel package.

  • Glimble allows you to book trips that combine different modes of transport. In this case, the part of your journey covered by your travel package is automatically deducted.

Day ticket

  1. Day ticket Limburg: the day ticket is valid all day throughout Limburg from 9am to 4am the next day. Use within 28 days of purchase.

    1. Valid in all Arriva buses and trains throughout Limburg. And in the RS11 as far as Nijmegen.

  2. Day ticket Friesland-Groningen: the day ticket is valid all day in Friesland and Groningen. The day ticket is valid on a weekday after 9am and all day at the weekend. Use within 28 days of purchase.

    1. Valid on Arriva trains in Friesland and Groningen.

    2. Valid in Arriva city and regional buses in Friesland (including Arriva Qliners, line taxis and neighbourhood buses) and on the Wadden Islands. Not valid in stop and express buses to Leer and the Opstapper.

    3. Valid for 1 adult and up to 3 children up to 11 years old.

    4. While stocks last and no refunds possible.

Purchasing and prices

  • You can buy any glimble product in the glimble app and use your preferred payment method to complete the purchase in your account (see ‘Terms of payment’ in the Glimble Terms of Service).

  • The total price you pay for your product is the price shown in glimble before you make the purchase. Any taxes and other (administration) costs that apply are included in the price.

  • Glimble is fully digital: the product you purchase is delivered to you in the app. The e-tickets you need to travel with your product are also delivered to you in the glimble app in the form of a QR code. In other words, you do not get a physical ticket or a physical product of any kind.

  • Should we decide to offer the QR codes through other channels, you can rest assured that you are purchasing a valid glimble product.

  • If a trip is covered by your product, your right to travel is automatically processed when you plan, book and pay for the trip. You don’t have to do anything! You simply travel with glimble the same way you always do.

  • Products cannot be used in conjunction with vouchers or any other offers.

  • If you are under 18, we assume your parent or guardian has given you permission to purchase a glimble product. Permission from your parent(s) authorises us to collect payments.

  • Arriva reserves the right to increase the prices of products each calendar year in relation to the increased validity of the product. In addition, we may also increase the prices of products each calendar year in line with the increase in the Consumer Price Index for the previous year.

Right to cancel and reimbursement

  • All glimble travel packages are valid for 4 weeks and automatically expire at the end of the 4 weeks.

  • You have a legal right to cancel your purchase within 14 days of making the purchase. This means that you have a 14-day cooling-off period during which you can change your mind. The cooling-off period starts the day after you purchase your product. If you decide that you no longer want the product, you do not have to give reasons.

  • This right to cancel applies to all products purchased through the glimble app, with the exception of business subscriptions.

  • Your product will be cancelled with retroactive effect. This means we will cancel the product from the date it started, as if it had never been issued.

  • You are entitled to a full refund of the cost of the product. We will refund the price you paid for the product within 14 days, by crediting it to the account used to purchase the product.

  • If you cancel the product without having used it, we will refund the entire purchase price. If you cancel the product after having used it, we will deduct the discount or the right to travel before issuing the refund.

  • Arriva reserves the right to terminate your use of a glimble product with immediate effect and, if necessary, block your account if you fail to comply with and/or violate these glimble product conditions.

  • If there are insufficient funds in your account to cover the direct debit payment for the renewal of your product, we may terminate your product.

  • If, due to the reallocation of a concession, Arriva has to transfer the operation of a public transport service covered by a glimble product to another operator, Arriva will initiate the termination of its product purchase agreement with you. The remaining value of your current product will be credited to your account on the date on which the concession is transferred.

Privacy and how we handle your data

  • You purchase your product through your account in the glimble app. So when you travel with a product, we process your personal data in accordance with the Glimble Privacy Statement. This privacy statement explains, among other things, what personal data we collect from you, how we use and protect your data and how long we keep it. The privacy statement also explains your rights to have your data erased. You can view the privacy statement here.

  • When you travel with a product, we collect and process additional personal data. This additional data processing is also detailed in the privacy statement.

Applicable law and validity of terms and conditions glimble product

  • These glimble product conditions were originally drawn up in Dutch. The Dutch text takes precedence over translated versions.

  • Arriva is entitled to make non-material changes to these terms of service and the ways in which the glimble products can be used at any time as it sees fit, in which case the amended terms of service apply to all new and existing products from the date of their entry into force.

  • Arriva may also make significant changes to these terms of service and the ways in which the glimble products can be used. Significant changes will be announced in the glimble app at least one month before they take effect. If you do not agree to the change(s), you can cancel your product as described in the section on ‘Renewal and cancellation’. If Arriva’s interest in changing the terms of service is urgent, the announcement period may be less than one month.

  • The agreement you enter into with Arriva regarding the purchase of your product, and these glimble product conditions are governed by Dutch law.

Correspondence, complaints and questions

  • In the unfortunate event that your QR code does not work, we will quickly help you find a suitable solution. We are also here to help if you have questions about your product or a payment. You can contact us in the following ways:

    • Telephone: Our Customer Service line is open from 6.00 to 23.00 on weekdays and 7.00 to 23.00 on weekends and public holidays.

      • If you are calling from the Netherlands, the number is 0800 4446888.

      • If you are calling from Germany, the number is 01801 003551 (calls cost 3.9 cents per minute).

      • If you are calling from Belgium, the number is 02 3420285.

    • Social media

      : Contact us through Facebook.

    • WhatsApp:

      Our WhatsApp number is +31 6 14458761. Add it to the contacts in your phone. Our WhatsApp line is open from 6.00 to 23.00 on weekdays and 7.00 to 23.00 on weekends and public holidays. Please note! This mobile number can only be used to contact us through WhatsApp.

    • Post

      : If you want to write to us, please put your letter in a stamped envelope and send it to: Arriva Nederland Customer Service Postbus 626 8440 AP Heerenveen The Netherlands

  • If you have a complaint, please contact our Customer Service team (preferably in writing).

  • Should there be a dispute between you and Arriva, we will do our best to resolve it. If we are unable to reach an agreement, the dispute must be referred to the District Court in Leeuwarden, which is the only court with jurisdiction.

Sept. 2024