Budapest is in a proper deep freeze right now. The kind where the temperature doesn’t flirt with zero all week and everyone looks slightly annoyed before they even get on the tram. It’s giving me very Canadian vibes, and not in a charming, snow-globe way. I have a monthly pass, I use public transport constantly, and I’m often riding alone. So when an email landed in my inbox this week about a new BudapestGO passenger security feature, I actually paid attention. Not because Budapest feels unsafe, but because knowing what your options are makes everyday travel feel calmer, especially in winter.

Riding It Every Day

When you use Budapest public transport occasionally, it’s easy to think about safety in abstract terms. When you use it every day, you think about it differently. I have a monthly pass. I hop on trams, metros, and buses without much thought. I’m often on my own. Most days are uneventful, which is exactly how public transport should be.

But winter changes the atmosphere. People are tired. It’s dark early. Vehicles are packed with heavy coats and short patience. Nothing dramatic. Just a subtle shift. In those moments, it’s reassuring to know there’s a clear, low-key way to ask for help if something crosses the line from mildly annoying to genuinely uncomfortable.

That’s the context this feature sits in.

What This Chat Is

The Budapest Passenger Security Service (BUSZ)  feature adds a chat option inside the app that lets you contact the passenger security service directly. It’s available 24/7 and works in both English and Hungarian.

This isn’t about reporting crime or escalating situations. It’s a practical channel for everyday issues that don’t require emergency services but still need someone official to step in. Think of it as a bridge between “ignore it” and “call 112”.

Importantly, it lives in an app many people already have installed, rather than behind a phone number you’ll never remember under stress.

When I’d Actually Use It

There are certain situations where you just want someone else to handle things.

Someone is clearly intoxicated and causing a disturbance.
Someone is smoking on board.
Someone is behaving in a way that’s unsettling other passengers.
Someone looks unwell or in need of social assistance, and you’re not sure what to do.

These are not emergencies, but they’re not nothing either. The chat exists for that in-between space where you want support without drama.

When I Wouldn’t

There’s a clear line, and it matters.

If there’s aggression, violence, or an immediate medical emergency, this is not the tool. In those cases, emergency services still come first, and the driver should be alerted straight away.

Having a chat option doesn’t replace that. It simply fills a gap that previously existed.

If you’re not sure how emergency alerts work on your phone in Hungary, I’ve written more about that here.

Finding It in the App

If your hands are cold and your patience is thin, the last thing you want is to dig around for a hidden feature.

The chat lives inside the BudapestGO app under the information and help section. You’ll need the app updated to the latest version for it to appear. Once you open the chat, you send a short message explaining what’s happening and where you are.

No scripts. No forms. Just a message.

Being a Foreigner Changes Things

Even after years here, being a foreigner affects how you react in public situations. Language hesitation plays a role. So does not wanting to overstep or misjudge what’s normal behaviour.

A chat feature lowers that barrier. You don’t need to explain yourself perfectly. You don’t need to decide whether something is “serious enough”. You can describe what you’re seeing and let someone else make that call.

That alone can take the edge off situations that would otherwise leave you quietly counting stops until you can get off.

A Few Wrong Assumptions

It’s easy to misunderstand what this feature is for.

It’s not an emergency service.
It’s not a complaint box.
It’s not there to police minor annoyances.

It’s a support tool, designed for real-world use, in a city where most journeys are completely routine.

The Official Link

If you prefer to read the official explanation or want to check details directly, the transport authority has published further information on their passenger safety services. It’s also worth revisiting how emergency alerts work on your phone in Hungary, especially if you rely on public transport regularly.

👉 BKK (Budapesti Közlekedési Központ)

Quick Answers FAQ

How can I contact the Budapest Passenger Security Service?
You can contact the service through the BudapestGO app chat or by calling 1443, which connects you to a dispatcher operating 24/7. You can also approach drivers, ticket inspectors, or security staff on site. A general phone number is also available: +36 1 301 7500.

Do I need the BudapestGO app to get help?
No. The app is optional. If you don’t have it, you can still reach the passenger security service by calling 1443. This is useful for visitors, people with low battery, or anyone who prefers to speak directly to a dispatcher.

What situations is the passenger security service meant for?
The service handles non-emergency issues that affect safe or comfortable travel. This includes disruptive or intoxicated passengers, smoking on vehicles, vandalism, or situations where someone appears unwell or socially vulnerable. On busy lines such as trams 1, 4, and 6, there is a continuous security and police presence.

Do I need to stay in the app while waiting for a reply?
No. You can leave the chat or exit the app after sending your message. When staff respond, you’ll receive a push notification. You can return to the same conversation via Menu → Information and help → Continue chat.

How much can I write in the chat?
The initial problem description allows 250 characters. Once the chat starts, you can send messages of over 4000 characters. It’s best to keep messages clear and relevant so the dispatcher can respond quickly.

Stay Safe and Warm

Budapest transport remains one of the things that makes daily life here workable, even in the depths of winter. Most journeys are quiet, predictable, and safe. Features like this don’t change that. They simply make it easier to feel supported when something feels off.

As the cold drags on and I briefly regret not booking a flight somewhere sunnier, I’ll take small reassurances where I can get them. Knowing this option exists is one of them.

Getting Around Hungary?

Budapest public transport is just one piece of how people actually move around Hungary. In HOW TO HUNGARY: Budapest & Beyond, I cover the full range of travel options, from BKK and regional trains to driving, taxis, ferries, and flying in and out of the country. It’s a practical, experience based guide to navigating Hungary without guesswork, written for people who live here, not just pass through.