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FAQ flexible rides

Booking

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.

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.

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

If you want to use the service  „Flexible Ride“, you can book via the call center (030 256 23 3 33) and pick cash as your payment type. You can pay for a BVG ticket and the surcharge with the driver.

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.

Who is transported free of charge and how can I book it?

As with classic regular services, BVG Muva also transports police officers free of charge if they are uniformed and can prove their identity by means of a service card. No VBB ticket has to be purchased and no comfort surcharge has to be paid. The same applies to uniformed law enforcement officers of the Federal Police. A service dog can be taken along in these cases.

If this applies to you and you want to travel free of charge, you can set this up in the app.

1. Go to the menu in the app.

2. Click on your name.

3. Select "More passenger options".

4. Activate the "Person entitled to free transport" checkbox.

5. Book your journey as usual, the first passenger will now travel free of charge.

Please note that you must deactivate this setting if you are not wearing your uniform.

Rides with BVG Muva

Rides with BVG Muva

Are there any offers at the moment?

Our partner Via offers a referral program via the BVG Muva app since 15.05.2023. Via the menu button „Invite a friend“ all registered users (flexible rides and lift subsitute) are eligible to invite friends to the app. Via offers 1.500 vouchers with a credit of 20 €. Vouchers are handed out till socks last. You can find more information on the referral program here: https://www.bvg.de/en/connections/bvg-muva/invite-friends

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.

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

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. However, you can plan your entire trip via the BVG Muva app or the call center (030 256 23 3 33) in order to get the best possible route information regarding your journey. You can use BVG Muva within the service area. A detailled view of the service area can be found below point 28.3.1 on the following page.

I have questions about payment.

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

What is a virtual stop?

A virtual stop is only displayed in the app; there are no physical stop signs. Virtual stops are spread throughout the service area. They should be no more than 300 meters away from you. The stops are clearly marked, either by house numbers or points of interest. The exact location is displayed in the app. You can let the app navigate directly to the virtual stop by activating the location. Telephone route guiding through our call center is currently at the planning stage.

Severely disabled passengers

Carriage of severely disabled passengers

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

For flexible rides in Lichtenberg, Marzahn-Hellersdorf, Treptow-Köpenick and Friedrichshain-Kreuzberg the surcharge must be paid in addition to a VBB ticket. The accompanying person can travel free of charge.

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 it 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.

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 this vehicle is a maximum of 1400 mm long, has 4 wheels and does not weigh more than 350 kg with the person. Specify "senior mobile" when booking and we will 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.

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 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?

If you use the service in the east of Berlin (‘Flexible Ride’), you can contact customer service by email bvgmuva2@bvg.de or via the call centre 030 256 23 3 33.

Here you come back to the overview BVG Muva.