Customer guarantee for BVG services

The Clean-Things-Guarantee

Our vehicles and equipment are cleaned regularly to ensure that they are always in good working order. We do everything we can to remove dirt, which unfortunately can occur throughout the course of a single day. Should we nevertheless be responsible for soiled clothing, we will reimburse the cost of cleaning.

BVG travel time guarantee

We want to get you to your destination quickly and reliably. Unfortunately, even we are sometimes powerless against congested roads, sudden detours, and other unpredictable events. Should you arrive at your destination more than twenty minutes later than the current schedule, due to fault of the BVG, we will send you a free ticket. If this happens at night between 11:00 p.m. and 5:00 a.m. and you must call a taxi because of this, we will reimburse the cost of the trip up to a maximum of €25.
The basis of our travel time guarantee is the valid timetable with its current changes and additions, taking into account a reasonable time frame for transfer routes. Of course, our travel time guarantee only applies to journeys that are made exclusively with the BVG’s means of transportation.

What does a subscription or monthly ticket customer do with the free tickets?

We accept the free tickets at our BVG shops for individual tickets, ticket sheets or other tickets. As a subscription customer, instead of a free ticket, you can also agree on a debit discount. To do this, tick the subscription box on the guarantee card and enter the subscription contract number.
Simply send us the fully completed guarantee card along with any taxi or cleaning receipt. That’s it.