The basis is the current daily schedule.
The guarantee does not apply if the delay is not our responsibility (for example, in case of accidents, police measures, diversions).
The application must be fully completed and all supporting documents must be attached.
You use a ticket of the SH fare, valid in the Lübeck region (please refer to the terms of use for exceptions (see downloads)).
Bus passenger guarantees
On-time guarantee
If a bus of Stadtwerke Lübeck Mobil GmbH or LVG is delayed due to a circumstance for which we are responsible, and you reach your exit stop on this line with a delay of 15 minutes or more, we will refund you the value of a single ticket for the corresponding adult or child fare level (fare zone 1-3).
Connection guarantee
If you miss a scheduled connection (bus or train) at the central bus station (ZOB) due to a delay caused by us in the evening traffic from 9:00 PM, we will cover taxi expenses of up to 25 €.
All information about scheduled connections in the evening traffic at the central bus station (ZOB) can be found in this document or on the notices at the central bus station (ZOB).
The basis is the current daily schedule.
The guarantee does not apply if the delay is not our responsibility (for example, in case of accidents, police measures, diversions).
The application must be fully completed and all supporting documents must be attached.
You are use a ticket of the SH fare, valid in the Lübeck region.
Cleanliness guarantee
If your clothing gets dirty while using the buses of Stadtwerke Lübeck Mobil GmbH or LVG, we will cover the cleaning costs up to 20 €.
You reported the dirt to the bus staff and had it acknowledged.
The application must be fully completed and all supporting documents must be attached.
The dirt is caused by us and not by third parties.
You use a ticket of the SH fare, valid in the Lübeck region.
Ferry
Passenger guarantees for the ferry can be found here.
What is needed for processing?
The fully completed guarantee application form.
A copy of the used ticket (front and back) or your SWL Mobil/LVG subscription number.
For the connection guarantee, please also provide the taxi receipt indicating the departure time and the destination.
For the cleanliness guarantee, please provide the receipt from the driver and the receipt for the cleaning costs.
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.
Downloads
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 web 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