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On-time guarantee

Although we don't like delays, operational or technical issues can cause schedule deviations. If you have to wait for more than 20 minutes before boarding one of the Priwall ferries, we would like to make this time a little more enjoyable for you afterwards with a delicious fish sandwich per person. You will receive a voucher worth 3 € from us or, if you don't like fish, the equivalent amount will be credited to your account.

  • The basis is the increased waiting time at the ferry documented by Stadtwerke Lübeck Mobil GmbH.

  • The claim does not apply if the delay is not our responsibility (for example, in the case of continuous ship traffic, fog, storm, rescue operations, police measures, major events in Travemünde, reaching capacity-related transport limits during scheduled ferry traffic) and does not apply between 0.00 and 3.00 AM.

  • The application must be fully completed and all required documents must be attached.

  • You must use a regular ticket (person or vehicle) of the Priwall ferry fare.

Bus

Passenger guarantees in the bus sector can be found here.

What is required for processing?

  • The fully completed guarantee application form.

  • A copy of the used ticket (front and back) or your subscription number

You can find the guarantee application form in the download section below, at our Service Centers, or conveniently on this website.

Guarantee claims must be submitted within 7 working days from the date of the incident. For the submission of a cleaning receipt, a period of 14 working days from the date of the incident applies.

Submit a refund request

Download

Submit a refund request.

Please use one of the following options to submit your application to us.

We recommend the website form. Here you can conveniently enter all information at any time.

Via website form

Conveniently use our website form for your request.

Via email

Via mail

Stadtwerke Lübeck Mobil GmbH
Fahrgastgarantien
Ratekauer Weg 1-7
23554 Lübeck

Personal

Service center at the central bus station (ZOB).
23558 Lübeck

Bus + Ferry Service center Travemünde
at the ferry terminal of the Priwall ferry
Vorderreihe 12a
23570 Lübeck