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DSB Customer Ambasssador

DSB has a Customer Ambassador whos asignment is looking at DSB through the eyes of the customers and helping to ensure that you, as a customer, get the service you are entitled to when you travel with DSB. You can therefore contact the Customer Ambassador if you are not satisfied with a decision that you have received from DSB's Customer Center.

It is free of charge to complain to DSB's Customer Ambassador, and the Customer Ambassador can look into all types of cases that relate to your meeting with DSB online, in the purchase situation, at the station and on the train.

If there is a basis for this, the Customer Ambassador can recommend DSB to make a new decision. If this is not the case, you will be given a reason why DSB's decision is maintained. If you are still not satisfied with the decision, you have the opportunity to appeal further to the Appeal Board for Bus, Train and Metro.

The Customer Ambassador can also take up actual topics on her own initiative and examine the customer experience with ticket products, customer-facing processes and travel rules. Both complaints and thematic investigations can result in the Customer Ambassador drawing up recommendations and pointing out areas of action for concrete measures that DSB can implement to make it easier to be a customer of DSB.

The customer ambassador's work is reported twice a year to DSB's Board of Directors. You can find these reports below – in Danish.

Kundeambassadørens rapporter