Punctuality is our rule, unpunctuality the exception. VBN guarantees your mobility and that is why we say: you get your money back after a delay of 21 minutes! No ifs or buts, it’s simple, fast and transparent. Make a note of the delayed connection and the ticket used and claim your money back!

Who can claim the Mobility Guarantee?

• Users of a wide variety of single and time-based tickets in the VBN fare schedule.
• To make a claim you must be at least 15 years of age and have a bank account with an IBAN.

When can I claim from the VBN Mobility Guarantee

• In principle, if you are delayed at your destination by 21 minutes or more. 
• Irrespective of whether you have used a direct route or a route with changes. 
• The reason for the delay is irrelevant.
• The VBN Mobility Guarantee is based solely on the currently published timetable information on the FahrPlaner (www.vbn.de and FahrPlaner App).

When does the VBN Mobility Guarantee not apply? 

• For travel companions. 
• BikeTickets are non-refundable.
• In the event of predictable deviations (for example, roadworks, pandemic), that can be accessed in the FahrPlaner at least one day in advance.
• In the event of unpredictable deviations (for example, route closures after a storm or accident as well as strike-related cancellations) from the second day if the further cancellations/restrictions were announced in the FahrPlaner on the first day.

Note

• Compensation is limited to a maximum of two trips per day and ten trips per calendar month per claimant (in the case of transferable time-based tickets, per time-based ticket).
• The amount reimbursed is limited to the value of the SingleTicket or time-based ticket in question. Passengers with MonthlyTicket (as well as City Ticket and Seniors'MonthlyTicket), MIA, MIAPLUS, JobTicket and TIM receive the amount paid for the month in question at most. Passengers with a 7-DayTicket receive the value of the ticket in question at most.
• The VBN Mobility Guarantee applies explicitly to all of the SingleTickets, DayTickets or time-based tickets listed below. Users of tickets that are not listed will not receive compensation.

How high is the compensation?

Users of the following tickets receive one compensation payment per delay. It doesn’t matter what means were used to buy the ticket (booking office, crew, ticket machine, BOB, MobileTicket, Fairtiq, DB Navigator).

Users of the following time-based tickets receive a flat-rate compensation payment per incident.

ExtensionTickets are compensated at a flat rate of 1.80 euros (adults) or 1.30 euros (children). First Class Surcharges are compensated at a flat rate of 1.30 euros. The prerequisite is one of the refundable basic tickets named above.

Taxi Costs

In the following cases, passengers are entitled to reimbursement of taxi costs up to a maximum amount of 25 euros:

• The destination would have been reached with a delay of more than 60 minutes or not at all.
• In the time between 11:00 pm and 5:00 am, the destination would have been reached with a delay of more than 30 minutes or not at all. 
• For wheelchair users: In the event of a defective boarding aid and an expected delay of more than 20 minutes at the destination.

If there is an alternative means of travel with which the destination can be reached with less than the stated delay, the passenger will not be entitled to the reimbursement of taxi costs.
 

Disclaimer of Warranties

The VBN Mobility Guarantee is a voluntary service by the VBN for its passengers. There is no legal obligation to provide for such a guarantee. The VBN reserves the right to exclude passengers from compensation in the event of misuse of the guarantee. The passenger will receive a notification if the examination of the declared warranty claim reveals that incorrect information has been provided. In the event of repeatedly incorrect and incomprehensible information, the customer will receive a notification of exclusion from the VBN mobility guarantee.
 

Submitting VBN Mobility Guarantee claims

You can submit your claim in one of the following ways:

• By post – Download the PDF Guarantee Form, fill it in, print it out and send the signed form by post together with the ticket that was used (original or copy) and, where applicable, the taxi receipt (original) to:
  Verkehrsverbund Bremen/Niedersachsen GmbH
  - Servicecenter -
  Am Wall 165 – 167
  28195 Bremen
  
  Guarantee Form
  Download PDF 
   
• Online guarantee form (currently only available in German):
  www.vbn.de/mobilitaetsgarantie

The claim for compensation must be submitted to the VBN within 7 days. The period starts on the day following the incident. Afterwards, the entitlement to compensation lapses.

Claims will be processed within 14 days of receipt by the VBN in the order in which the claims are received. The transfer of reimbursement amounts takes place no later than 4 weeks after receipt of the application.