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.