FAQ lift substitutes

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.

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.

Elevator disruptions can be identified via the exclamation mark (!) on the map. That’s how you can find out within the BVG Muva app if there are any disruptions at the station within the service area. Stations without an elevator are also marked with that symbol.

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

You can book BVG Muva lift substitution via the phone at 030 256 55 5 55. You can purchase your ticket (single ticket AB) with cash (max. 20 €) in the vehicle or use your valid ticket (e.g. subscription, daily ticket, etc.).

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.

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.

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

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.

You have the option to contact the driver.

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.

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.

The service area for BVG Muva doesn’t include all of Berlin yet and can therefore only be used in specific areas. However, you can plan via the app or the call center (030 256 55 5 55) your entire trip in order to receive the best possible step-free route no matter if you use BVG Muva or not.

The journey with BVG Muva lift substitute is free of charge if you have the appropiate token. Accompanying person travel free of charge, too.

Yes, and it is free of charge.

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.

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.

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

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.

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.

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

Yes. Folding wheelchairs can also be transported folded.

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

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

You can contact customer service by email bvgmuva1@bvg.de or call the call centre on 030 256 55 5 55.