LAMATA Customer CareLagos Metropolitan Area Transport Authority
Official LAMATA customer care

Tell us what went wrong. We will put it right.

Complain about rail, BRT, buses, ferries, terminals or your Cowry card. You get a reference number at once and can follow every step online.

Make a complaint

Track a complaint

Enter the reference we sent you by text or e-mail.

What is your complaint about?

Choose a service to start. Not sure? Pick any; we will route it to the right team.

Rail Blue Line and Red Line trains and stations BRT Bus Rapid Transit buses and corridors Buses LAGBUS and franchise buses Ferries LAGFERRY boats and jetties Cowry card Top-ups, fares, card faults, refunds Terminals Bus terminals and interchanges

Our promise to you

Every complaint gets a reference, an owner and a written answer.

At once
Acknowledgement
Reference number by text or e-mail.
24 hours
Safety complaints
Assault, harassment or danger, day and night.
10 days
Most complaints
Working days, for delays, conduct, cards and refunds.
14 days
To ask for a review
A supervisor looks again if you are not satisfied.

What happens next

  1. We acknowledge it at once with a reference number.
  2. We pass it to the team responsible: a LAMATA unit or the operator that runs the service.
  3. We investigate and may ask you for more details. You can add information at any time.
  4. We reply with what we found and what we did. If you are not satisfied, ask for a review.

Before you start

  • Have the date, time and place (route, station or stop) ready.
  • Photos or receipts help: up to 5 files.
  • For Cowry, give only the last 4 digits of the card.
In an emergency call 112 first, then tell us.
Need help? Ask our assistant.
It answers in English, Pidgin, Yorùbá, Igbo or Hausa, helps you write your complaint and explains what happens next.

Common questions

Do I need an account?
No. You get a reference number and a private link. To open your complaint later, enter the reference and we send a one-time code to the phone or e-mail you gave.
Who will handle my complaint?
LAMATA customer care reviews it and passes it to the team responsible: a LAMATA unit or the operator of the service. LAMATA checks the answer before you get it.
My Cowry top-up did not reach my card. What should I do?
Choose the Cowry card service and "Cowry card fault or failed top-up". Give the date, time and place of the top-up, the amount, and the last 4 digits of the card. Attach a receipt if you have one.
What if I am not happy with the answer?
Within 14 days, open your complaint and choose "Ask for a review". A supervisor who did not handle it will look at it again.
What do you do with my personal details?
We use your details only to handle this complaint and to contact you about it. We keep complaint records for 5 years after closure, then anonymise them. You can ask to see, correct or delete your data.