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Frequently Asked Questions (FAQ)

The Quickest Route to Expert Advice. In the FAQs you will find all of the answers to the most common questions to VBN.

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24h Information Service

Response to your individual concern. This is how you can reach us by telephone, email and post:

24h Information Service: 04 21/59 60 59
Administration: 04 21/59 60 0
Email: info[at]vbn.de

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Timetable and price information

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Verkehrshinweise

Informieren Sie sich hier über aktuelle Fahrplanänderungen für den Zugverkehr und für den Bus- und Straßenbahnverkehr, aufgrund von Baustellen und Umleitungen im VBN-Gebiet, die länger als 24 Stunden bestehen.

Zugverkehr

Bus- und Straßenbahnverkehr

Timetable and price information

Show timetables

Verkehrshinweise

Informieren Sie sich hier über aktuelle Fahrplanänderungen für den Zugverkehr und für den Bus- und Straßenbahnverkehr, aufgrund von Baustellen und Umleitungen im VBN-Gebiet, die länger als 24 Stunden bestehen.

Zugverkehr

Bus- und Straßenbahnverkehr

VBN Mobility Guarantee

Delayed? Money back!

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. 
  • 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 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 and JobTicket 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, DB Navigator).

TicketPrice level I, A, B or SPrice level C, D, E, F, G or H
SingleTicket2 euros50 percent of the ticket value
SingleTicket Child1 euro50 percent of the ticket value
ShortTripTicket1 euro
4x SingleTicket 2 euros50 percent of the ticket value
4x SingleTicket Child    1 euro50 percent of the ticket value
10x SingleTicket (Bremen, Bremerhaven)2 euros
10x Pupils' Ticket (Bremen, Bremerhaven)1 euro
DayTicket (1 to 5 people)    at least 2 euros, max. 6.20 euros, depending on the price level and number of peopleat least 2.60 euros, max. 10.30 euros, depending on the price level and number of people
NightTicket2 euros50 percent of the ticket value
CityTicket Delmenhorst1 euro
GroupTicket (per person)1 euro50 percent of the ticket value
Token with disabled pass1 euro1 euro


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

TicketPrice level I, A, B, C, D or SPrice level E or FPrice level G or H
7-DayTicket Adults and Pupils 3 euros4 euros6 euros
MonthlyTicket Adults and Pupils3 euros4 euros6 euros
MIA and MIAplus3 euros4 euros6 euros
JobTicket Adults and Apprentices3 euros4 euros6 euros


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.
  • 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. 
  • 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.

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 compensation payment is a voluntary service, there is no legal claim.

More questions and answers about the VBN Mobility Guarantee can be found here on our FAQs page.