Customer Guarantee

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.

Please send us the completed warranty certificate within 14 days to register your claims. A later notification greatly limits the possibility of examination and may prevent fulfilment of the guarantee promise altogether - we apologize for any inconvenience this may cause.

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.


Berliner Verkehrsbetriebe (BVG)
Anstalt öffentlichen Rechts
Fach 43431
10096 Berlin

Customer Guarantee Downloads (currently only in German)