Klacht: Complaint about identity check on Arriva bus 350

op 23 mei 2018 over Arriva in de categorie Openbaar Vervoer

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Mijn Klacht:


Last weekend during the bank holiday I traveled to Europe, specifically Belgium, to visit a friend and to go sightseeing to Aachen in Germany. We used your Arriva bus 350 to go from Maastricht (where we arrived from Leuven by train), and as I am aware, as both Holland and Germany are in the Schengen Zone and do not have border checks between the nations, I am not required to show my identification papers or ID to any transport staff, other than the police when requested. This was the case when I traveled from Belgium to Holland by train, I.e the conductors simply checked to see if I had a valid ticket for the train.

However, to my surprise, the female conductor of the Arriva bus asked me specifically when I was purchasing a ticket to show my ID to make sure I was able to cross the German border. I was extremely taken aback and shocked at this kind of treatment by your bus staff, and knowing my rights, initially refused to do so to the driver, telling her that Germany is in the Schengen zone and I don’t need to prove if I am legally entering Germany as according to EU law, legally I do not need to do so while traveling within the Schengen zone. As it soon became clear that the driver wouldn’t let me board the bus without showing my identification, I relented and showed her my British driving license. However, even more surprisingly and shockingly, the driver told me that this kind of identification was not acceptable and I needed to show her my passport or national ID card to enter Germany.

At this point, me being at my wits end, I kindly informed the driver that I entered Belgium (a Schengen zone member) from the UK (a non Schengen zone member) with my British passport, which was required as you need to show a valid form of identification to enter the Schengen zone from a non Schengen zone country. As the UK does not participate in a national ID scheme, which most EU countries like Holland and Germany do, I do not have a national ID card and explained this to the driver, stating that once someone enters the Schengen zone, they do not need to show their ID while traveling to another Schengen zone country. As it is recommended to carry some form of ID with you for safety, I always keep my driving license in my possession as I do not feel comfortable carrying my passport with me, and as such, produced this to the driver to satisfy her.

Even with all this in mind, the driver finally told me that she would not allow my friend and I to go to Aachen in Germany, and told us we had to get off at the last stop in Holland before crossing the German border, in Vaals. As we were both bemused at this point by the driver’s logic, we agreed to her absurd request and got off at Vaals as we did not want to get into legal trouble. We simply walked across the German border, where there are no border controls of course, and took the next 350 bus into Aachen.

My complaint addresses the treatment I received from your bus driver and her blatant discrimination and xenophobic behaviour to me specifically, as I noticed I was markedly the only person asked by the driver to show my ID to enter Germany, and no other passengers were requested to do so, including my friend who is fluent in Dutch. I strongly feel that due to my ethnic and national background, I was racially discriminated against by your bus driver, furthered by the fact that I do not speak Dutch and communicated in English to the driver. In my point of view, it looked as if the driver was acting as an immigration officer to decide whether I am allowed to enter Germany or not. I would like you to know that I have done my research and found that only the local authorities and police are allowed to ask someone for their identification in the Schengen area, and your bus driver was out of line in doing so.

Gewenste Oplossing:

I would be satisfied in receiving an apology from your team as well as the driver, and compensation for this kind of humiliating and discriminatory behaviour demonstrated to me by your driver. It cannot be a coincidence that in the 4 cross border journeys we took that day, this driver was the only one who asked me for my identification. She was legally not allowed to do so, and made me feel unwelcome and as if I was not allowed to be in a country which I am legally allowed to be in. The driver had no right in making her judgment.

Bericht van Robin van Klacht.nl

9 maanden geleden - Ik heb een email gestuurd naar Arriva over deze klacht.

Bericht van Robin van Klacht.nl

9 maanden geleden - Deze klacht is zojuist door Arriva in behandeling genomen

Bericht van Arriva

9 maanden geleden - Dear Aniruddh Murthy, I'm sorry to read that this happened! Before we can look into this we need the following information from you. - The date on which this happened - On which busstop did you board the bus - At what time did you board the bus Kind regards, Jimmy Customer Service Arriva

Reactie van de melder van de klacht Anirudh Murthy

9 maanden geleden - Hello, thank you for your response. This happened on last Saturday, May 19th, at around 14:15 in the afternoon. I cannot remember exactly the time in which I boarded the bus, as I recall they ran on 10 minute schedules, but it was around that time. I boarded this bus at the Maastricht train station. Anirudh Murthy

Bericht van Arriva

9 maanden geleden - Thank you for the extra information. We will send your complaint to the teammanager en we will let you know what comes out. Kind regards, Zoë Customer Service Arriva

Reactie van de melder van de klacht Anirudh Murthy

9 maanden geleden - Is there any update to this complaint regarding your earlier message of sending it to your team manager?

Bericht van Arriva

9 maanden geleden - Dear Anirudh Murthy, Sorry for the long wait. We will ask for an update. Kind regards, Wouter Customer Service Arriva

Reactie van de melder van de klacht Anirudh Murthy

8 maanden geleden - Hello, I was wondering if you had any further update to this as I have been waiting for a long time? Thank you

Bericht van Arriva

8 maanden geleden - Dear Anirudh Murthy, We've asked for an update and are still waiting for a response. Kind regards, Jimmy Customer Service Arriva

Reactie van de melder van de klacht Anirudh Murthy

8 maanden geleden - Hello, May I please know if you have any update regarding this? I have been waiting for nearly 2 months for this and frankly I think this level of professionalism is appalling if you choose not to update me or respond to me. Please be advised if I do not get any response or update soon I will have no choice but to go to the Juridisch Loket to know my rights regarding this type of treatment and discrimination I received from your company.

Bericht van Arriva

8 maanden geleden - Dear Anirudh, I find it so unfortunate that we still have not received any response. My colleague rescheduled your complaint to the team managers again yesterday. We are on top of it so that we can finally get a response as soon as possible. We do everything we can to provide you with a response as soon as possible. Once again, my apologies! Kind regards, Lina Customer Service Arriva

Reactie van de melder van de klacht Anirudh Murthy

6 maanden geleden - Hello, I have been waiting for 2 months for some or any response. You said you had escalated my complaint to the team managers and I should expect a response soon. Yet I have never heard anything back and at this point it is extremely irritating and frustrating how little you seem to value my time and efforts. I am stressing that I need some update or resolution to this or I have no choice but to go to the transportation Ombudsman and think about pursuing legal action for this infringement of my civil liberties and rights with the humiliating treatment I received.

Bericht van Robin van Klacht.nl

2 maanden geleden - We hebben bericht ontvangen dat Arriva een oplossing geplaatst heeft bij deze klacht


Heeft op 01 januari 2019 om 09:24 geantwoord

Geboden Oplossing:

Hello Anirudh Murthy,

We would like to start with apoligizing for the late reply. Due to the high frequency of the buses and the delay, which isn't unusual for line 350 on a Saturday, we are unable to find the right driver. So we can't verify or discuss this incident with the driver.

When you travel with, for example, an e-ticket the driver can ask for your ID to check if the personal information on the ticket is similar to the information on your ID. This is the only way to see if you travel with a valid ticket rather than acting as an immigration officer.

Again, we apologize for the late response and we wish you all the best for the new year.

Kind regards,

Customer Service Arriva

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