FAQ BVG Muva

Booking and sign-up in the app

Booking and sign-up in the app

What user data do you collect? What happens to my data?

After you download the app, you enter the required customer data as part of the sign-up process. This is data such as your name, email address, mobile number, payment information, and any disability you may have (e.g. wheelchair user). All personal data processing complies with the legal requirements for data protection.
Data may be analysed anonymously to help us improve the service, traffic planning, or marketing. More information on this can be found in the privacy policies.

The app didn’t recognise my pick-up location. What now?

If you want to use automatic location tracking, please make sure that location services are enabled on your phone and that the app has permission to use them. 
When you book a trip, our system will suggest a pick-up location at a nearby street corner or bus stop where the traffic is flowing in the direction of your ride. The location may therefore differ from your exact position. 
If you have any problems, please contact customer service or the driver.

Are there any bonuses for subscription ticket holders?

There are currently no discounts specifically for subscribers, but your subscription is the basis for using the services. You don’t need to purchase any further tickets but pay a surcharge.

I use the FahrInfo app. Can I use it to book a BVG Muva?

Not yet, but we’re working on it and will let you know when we get there.

Rides with BVG Muva

Rides with BVG Muva

Are there any offers at the moment?

Currently Via Mobility DE GmbH offers rides from/to the station with BVG Muva for 0,- €. This means you only need a valid VBB ticket. The flat-rate surcharge of 1,50 € is gifted for the promotional period until 31.12.2022 by Via. Not applicable for direct rides.

The offer is not financially supported by BVG AöR.

How long do I have to wait?

If you make a specific trip request, we’ll send you a specific offer with a pick-up time. Pick-up times are dependent on current demand and traffic conditions.

What do I do if I can’t find the stop or vehicle?

You have the option to contact the driver.

I left something in the vehicle. How can I get it back?

For BVG Muva lift substitute: If you realise you lost something within the first five hours, please notify our customer service team at bvgmuva1@bvg.de or on 030 256 55 5 55.
For BVG Muva flexible ride: Within the first five hours you can reach our customer service team at bvgmuva2@bvg.de or the call centre on 030 256 23 3 33.
If you notice you lost something later than within the time frame given, please get in touch with the BVG lost property office.

I can’t find a BVG Muva connection to my destination.

Unfortunately, BVG Muva does not serve all of Berlin. If you don’t see a connection, either your start or end point are outside the service area. You may, however, be able to use BVG Muva to get to the next public transport stop. The BVG Muva service can in part also only be used if there are no other accessible public transport routes available.

What if I’m late – will the driver wait for me?

The vehicle will generally wait for two minutes. There is also the option to contact the driver, but it is up to them to decide whether or not to wait. As rides are pooled, our vehicles can only wait briefly for passengers. 
 

I have questions about payment.

If you have any questions about payment and service, you can call the call center at 030 256 23 3 33 

What and who you can take with you

What and who you can take with you

Are pets allowed?

We will take all types of assistance dogs for people with disabilities free of charge, provided you can show the driver proof of their necessity (e.g. disabled person’s pass or a valid certificate for assistance dogs). There are seatbelts in the vehicle. At the driver’s discretion, small animals will be allowed provided they are in suitable containers. There is, however, no obligation for them to do so. Animals are transported at their owners’ own risk and liability. The Federal Animal Protection Act and the Berlin Dog Act must be complied with, in particular the latter’s muzzle requirement.

Can I bring luggage on BVG Muva?

Yes, we will try to take your luggage, like on our buses. Please state the number of pieces of luggage when booking in the app or via the call centre. Bicycles, heavy loads, or removal luggage are generally not accepted. 

Carriage of severely disabled passengers

Carriage of severely disabled passengers

How much does a ride cost with a disabled person’s pass?

If you use the BVG Muva lift substitute for journeys along the U8, on parts of the U5, and at Marienfelde S-Bahn station, the journey is free of charge if you have the appropriate token. For flexible ride journeyse in Lichtenberg, Marzahn-Hellersdorf, Treptow-Köpenick, and Friedrichshain-Kreuzberg, ‘comfort surcharges’ must be paid in addition to a VBB ticket. The accompanying person can travel free of charge in both cases.

Can I bring an accompanying person with me?

Yes, and this is free of charge if there is a relevant entry in the disabled person’s pass. 

Can I take an assistance dog with me?

Yes, and this is free of charge.

Is there a dedicated seat for persons of short stature?

A movable step and booster seat can be installed on any seat in a few seconds and are available free of charge and without advance booking in any vehicle.

How do I indicate which wheelchair I have when booking?

You can store this information in your user profile if you consent to provide health data. You will be asked for your type of wheelchair when booking.

I don’t use a smartphone. How can I book and pay?

There are various options available here, depending on the reason for the journey. 
If you use BVG Muva (on the U8, parts of the U5, and between Marienfelde and Attilastraße) as a lift substitute, you can book by phone (030 256 55 5 55). You can buy your BVG ticket separately or use an existing ticket (e.g. subscription, day ticket, etc.).
If you’re travelling in the east of Berlin and want to use the ‘Flexible Ride,’ you can book via the call centre (030 256 23 3 33).

My wheelchair is tall and long. What do I need to do?

Please state ‘e-wheelchair’ when booking, and a vehicle with suitable equipment will be used.

Can I travel with a mobility scooter?

Yes, if it is approved for transport in other vehicles. Please state ‘e-wheelchair’ when booking, and we’ll send you a vehicle with suitable equipment.

How many wheelchair spaces are there?

Each vehicle has a minimum of one and a maximum of four wheelchair spaces. We are continuing to expand the number of vehicles with wheelchair spaces.

What dimensions may my wheelchair have?

A length of up to 1200 mm and a total weight of max. 350 kg can be transported.

Can I move from my wheelchair to a seat if I can do this on my own?

Yes. Folding wheelchairs can also be transported folded.

Carriage of senior citizens

Carriage of senior citizens

I use a wheeled walking aid. Where can I store it?

In the luggage compartment. Our drivers will assist you in stowing your wheeled walking aid.

Where are there grab handles?

The vehicles are equipped with grab handles to assist when boarding. The seats in our accessible vehicles have armrests.

I can’t work out the app. Where can I get help?

You can contact customer service by email bvgmuva1@bvg.de or call the call centre on 030 256 55 5 55 (for use of the service on the U8, parts of the U5, and between Marienfelde and Attilastraße).
If you use the service in the east of Berlin (‘Flexible Ride’), you can also contact customer service by email bvgmuva2@bvg.de or via the call centre 030 256 23 3 33.