FAQ BVG Muva

After downloading the app, you will have to enter the requested customer data in order to register. This includes data such as your name, email and mobile phone number. All personal data processing complies with legal data-protection requirements. Data may be anonymised to improve the service, traffic planning or marketing. Further information can be found in the data protection notice.

If you want to use automatic location detection, please make sure that location services are enabled on your device and that the app is authorised to use them. When you book a ride, our system will suggest a pick-up location at a nearby bus stop where traffic is flowing in the direction of your journey. This is why the location may differ. If problems arise, please contact customer service or get in touch with the drivers.

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

You can book BVG Muva 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.

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.

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.

When planning your journey using the BVG Muva app, you will be offered either direct connections under 5 km using BVG Muva or alternative public transport connections. For journeys over 5 km, you will be shown a combination of public transport and BVG Muva.

The journey with BVG Muva 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.

There is at least one wheelchair space in each vehicle. We are currently expanding 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.