Part D

Fare components valid at individual transport companies (in-house fares)

28 Berliner Verkehrsbetriebe AöR (BVG)
Fare regulations and conditions of carriage for the BVG Muva on-demand service

Current fare regulations

The ‘comfort surcharge’ for Flexible Ride is payable in addition to the regular VBB fare per person transported and amounts to:

  1. If the start or destination is an S-Bahn or underground station in the service area and the shortest possible route on the road network with BVG Muva is up to 4 km: 1.50 EUR surcharge for the first passenger of a booking and 50 cents for each additional passenger included in the booking.
  2. For direct rides within the service area: 1.50 EUR per kilometre for the first passenger of a booking and 50 cents for each additional passenger included in the booking.

28.1 General information

These fare regulations and conditions of carriage are valid until 31/12/2022.

BVG Muva is an on-demand transport service. The on-demand service is available in the BVG Muva app and can also be booked there. It provides both a geographically limited service for ride bookings as a lift substitute (in the event of missing or faulty lifts) in minibuses and a service for flexible rides (direct rides and shuttle services) in the Berlin public transport network in the eastern part of Berlin.

28.1.1 Use of BVG Muva via BVG Muva app or call centre

Part A of the VBB fares scale applies accordingly to the use of BVG Muva. When booking via the call centre, the booking may be refused for the same reasons that entitle operating personnel to refuse carriage or request a passenger leave the vehicle. For use of the BVG Muva app, please also refer to the terms and conditions of use set out there.

BVG Muva Lift Substitute and Flexible Ride trips can be booked both in the app and via the call centre.

28.1.2. Vehicles/stops

Rides take place in minibuses and are potentially shared with other passengers on the same route (pooling). For details on vehicle equipment and stops, see 28.2 and 28.3.

28.1.3 Starting a ride

Passengers must start the ride in person; bookings are not transferable to third parties. If a passenger books a ride for themselves and other passengers, the passengers may only start the ride together with the person making the booking. Once a booking has been made, the destination can no longer be changed. The pick-up and ride times stated in the BVG Muva app are estimates based on current traffic conditions at the time of booking and may differ from the actual times.

28.1.4 Authorisation to travel

Unless otherwise stipulated in the following terms and conditions, every passenger using BVG Muva requires a valid ticket for the area in which they are travelling. The ticket cannot be purchased when booking in the BVG Muva app. Passengers can use a link in the BVG Muva app to the BVG Ticket app to purchase their ticket there.

Tickets can also be purchased at all public sales points/outlets.

For a BVG Muva ride, passengers can validate their tickets at stations or on trams and buses prior to commencing their BVG Muva ride. Alternatively, the ticket can be shown to the driver and be validated in the vehicle.

28.1.5 Child seats

Pursuant to Road Traffic Regulations (StVO), children up to the age of 12 who are smaller than 150 cm may only travel in a child seat. Booster seats for children weighing 15 kg and above (UN ECE Reg. 44/04, category 2 and above) and child seats for children weighing 9 kg and above (UN ECE Reg. 44/04, category 1) are available in selected BVG Muva vehicles. For children weighing less than 9 kg, restraint facilities must be brought along by passengers. Requests for child seats in the vehicle must be stated at the time of booking.

28.1.6 Carriage of items and animals

Passengers bringing luggage larger than hand luggage, wheelchairs, wheeled walking aids, and buggies must state this at the time of booking.

Guide dogs accompanying a blind person, guide dogs for the disabled, assistance dogs, and dogs accompanying severely disabled persons whose pass proves that they are entitled to carry an accompanying person (guide dogs for the blind and guide dogs for the disabled pursuant to Section 145(2)(2) of the Social Code Book IX (SGB IX)) are always accepted for carriage free of charge.

Small dogs and other small pets may be carried provided these animals are kept in suitable containers (cages or transport boxes) on the lap or can be accommodated like hand luggage or loads and there is space available for them. Larger dogs cannot be brought on BVG Muva vehicles.

28.1.7 Disruption of carriage/ticket refunds

The fare regulations apply to ticket refunds.

A booking will not be executed if it is cancelled by BVG Muva or the customer prior to conclusion of the contract of carriage.

A booking will also not be executed if the BVG Muva vehicle does not arrive at the location specified in the booking at the time forecast in advance. The same applies if, when the BVG Muva vehicle arrives, the customer is not found at the agreed time at the location specified in the booking.

28.2 BVG Muva Lift Substitute

As a public transport service, BVG Muva Lift Substitute closes gaps and disruptions in accessibility with regard to lifts that are not yet available, temporarily out of service, or undergoing maintenance/modernisation in the Berlin underground network, but also in the case of missing or faulty lifts in the S-Bahn network. The service is available when step-free access to the station is not available and guarantees transport at least to the next accessible underground/S-Bahn station on the same line. The service is particularly aimed at people with limited mobility, as well as senior citizens, persons with buggies or small children, pregnant women, injured persons, and persons with luggage. Priority of carriage is given to persons with limited mobility pursuant to Section 228 of SGB IX.

BVG Muva Lift Substitute rides can be booked both in the app and via the call centre.

28.2.1 Service area and stops

BVG Muva Lift Substitute initially serves the U8 line, parts of the U5 (Frankfurter Allee, Magdalenenstraße, Lichtenberg, Friedrichsfelde, Tierpark stations), in each case including the connected stations of intersecting S-Bahn lines and Marienfelde S-Bahn station.

BVG Muva Lift Substitute rides always end at public transport stops.

28.2.2 Authorisation to travel

For the BVG Muva Lift Substitute services, only a valid ticket for the ride area, a token pursuant to Section 228 of SGB IX, or another equally valid entitlement to travel as set out in the VBB fares scale is required. This applies both to the passenger and to the persons travelling with them as stated in the booking.

28.2.3. Vehicles

All vehicles used on the BVG Muva Lift Substitute service are accessible.

28.3 BVG Muva Flexible Ride

The BVG Muva Flexible Ride service is organised in such a way that several passengers with similar routes are transported together in one vehicle to their chosen destinations (‘virtual stop’) in a way that saves costs and resources, so that the vehicle is ideally fully utilised. The app’s algorithm pools individual ride requests and optimises them into routes while adhering to service parameters such as maximum diversions and waiting time.

BVG Muva Flexible Ride trips can always be booked in the BVG Muva app.
In addition, when booking BVG Muva Flexible Ride trips via the call centre, single tickets can also be purchased via the call centre using a voucher card. In this case, the call centre will arrange for the amount for the single ticket and the ‘comfort surcharge’ to be debited from the voucher card. A sufficient credit balance on the voucher card is required.

28.3.1 Service area and stops

BVG Muva Flexible Ride serves parts of the districts of Lichtenberg, Marzahn-Hellersdorf, Treptow-Köpenick, and Friedrichshain-Kreuzberg. The exact service area can be seen on the map below:

Eine detaillierte Karte, die das Bediengebiet des BVG Muva Flexible Fahrt in Teilen der Bezirke Lichtenberg, Marzahn-Hellersdorf, Treptow-Köpenick und Friedrichshain-Kreuzberg zeigt. Das Bediengebiet wurde heller hervorgehoben als das restliche Kartenmaterial. Im Westen wird das Bediengebiet von der Ringbahn zwischen den Bahnhöfen Ostkreuz und Frankfurter Allee begrenzt. Im Norden verläuft die Grenze zwischen den Bahnhöfen Frankfurter Allee und Lichtenberg entlang der Frankfurter Allee, ab dort bis zur Stadtgrenze entlang der von der S 5 bedienten Bahnstrecke Richtung Strausberg. Darüber hinaus wird auch das nördliche Kaulsdorf durch den BVG Muva erschlossen. Im Süden begrenzt die Spree das Bediengebiet bis Köpenick mit Ausnahme vom S-Bahnhof Schöneweide. Im Osten die Stadtgrenze zwischen der Bahnstrecke und der Spree.
BVG Muva Flexible Ride service area detailed map

On a BVG Muva Flexible Ride, trips can end at (virtual) stops and public transport stops.

28.3.2 Authorisation to travel and ‘comfort surcharges’

BVG Muva Flexible Ride cannot be used with a ‘Berlin short trip’ ticket.

When using BVG Muva Flexible Ride, ‘comfort surcharges’ apply in addition to the regular VBB fare per person transported, and can be paid cashless using the payment options stored in the app or using a BVG Muva voucher card. The BVG Muva voucher card can always be purchased at the BVG customer centres at Alexanderplatz, Holzmarktstraße, Marzahn, and Köpenick for cash amounts of €5, €10, and €20. The credit can be redeemed in the app. To redeem the voucher code in the app, it must first be scratched off on the back of the BVG Muva voucher card. During payment, the code can be entered and used in the ‘Credit codes’ item. The credit is then stored in the app. If the credit is used up (or is not sufficient for the ride), the price of the ‘comfort surcharge’ or the remaining amount is debited from the stored means of payment. If no means of payment is stored, a booking is only possible with sufficient credit.

The BVG Muva voucher card or the purchased amount is valid until 31/12/2025. Purchased voucher cards will not be exchanged if the voucher code has already been scratched off. Credit that has already been loaded into the app by the user can always be refunded at the customer centre where the voucher card was purchased.

The ‘comfort surcharge’ is:

  1. If the start or destination is an S-Bahn or underground station in the service area and the shortest possible route on the road network with BVG Muva is up to 4 km: between €1.00 and €2.50 for the first passenger of a booking and 50 cents for each additional passenger included in the booking.
  2. For direct rides within the service area: Between €1.00 and €2.50 per kilometre for the first passenger of a booking and 50 cents for each additional passenger included in the booking.

The ‘comfort surcharge’ applicable at the time of booking can be found at https://www.bvg.de/de/tickets-und-tarife/alle-apps/bvg-muva-app/tarif and on notices in the BVG customer centres. It can also be requested via the call centre and is displayed in the app before booking. ‘Comfort surcharges’ are payable by every passenger, regardless of age.

Severely disabled persons with a disabled person’s pass and valid token can use the call-a-bus service without further proof of a valid ticket, but must pay the ‘comfort surcharge’. If the severely disabled person’s pass entitles them to take an accompanying person with them, the accompanying person is transported free of charge and without paying the ‘comfort surcharge’.

28.3.3 Vehicles

With BVG Muva Flexible Ride, an accessible vehicle is used when an accessible journey is requested.

28.4. VBB fares scale, miscellaneous information

In all other respects, the VBB fares scale remains unaffected.