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Customer Guarantee
A promise is a promise - The customer guarantee for BVG services
Dear Passengers,
We want our transport and customer services to meet your
expectations. That is why we provide you with our "clean-clothes"
guarantee and our punctuality guarantee.
Our clean-clothes guarantee
Our stations are cleaned regularly and our vehicles leave the
depots in clean condition. We also do everything in our power to
eliminate dirt or soiling that unfortunately can arise in the
course of a day.
If despite this your clothes should be soiled in a BVG vehicle
through no fault of your own, then we will reimburse you for the
cost of having them cleaned.
Our punctuality guarantee
We want to take you to your destination quickly and reliably. But
we, too, are unfortunately subject to traffic jams, sudden detours,
and other unforeseen events.
If you should arrive at your destination more than twenty minutes
late for reasons that we are responsible for, we will send you a
free ticket.
If this should happen at night, i.e. between 11:00 pm and 5:00 am,
and you therefore feel compelled to take a taxi, we will reimburse
you for the cost up to a maximum of 25 euros. The basis for our
punctuality guarantee is the relevant valid timetable with its
latest modifications and supplements, taking into account an
appropriate amount of time for you to make connections. Our
punctuality guarantee only applies to trips taken exclusively on
the BVG system.
And what should you do if you are a monthly or yearly ticket
holder?
Our sales offices accept the free tickets as part of payment for
season tickets, ticket subscriptions, or other ticketing
options.
As a subscription customer, you even have the opportunity to reduce
the sum debited to your account in place of a free ticket. Please
mark the subscription box on the guarantee form and enter your
subscription number.
