The elbMOBIL - an on-demand shuttle service - enables residents of the joint municipality of Elbmarsch and the town of Winsen (Luhe) to commute comfortably and flexibly between and within both municipalities. The elbMOBIL runs without a fixed timetable or route and can be booked via the elbMOBIL app.

The elbMOBIL runs from Monday to Friday from 5 am to 11 pm. On Fridays and on days before a public holiday, it even runs until 2 am. On Saturdays the operating times are from 8 am to 2 am, on Sundays from 8 am to 11 pm. (Note: On Christmas Eve and New Year's Eve, the elbMOBIL only operates from 8 a.m. to 6 p.m.)

The elbMOBIL can be booked up to 7 days in advance. Currently, each journey must be booked individually, collective bookings are not possible.

You can cancel an already booked journey free of charge within 2 minutes of booking via the app. After that, a cancellation fee of 1.50 euros will be charged in the amount of the elbMOBIL surcharge.

If the journey has not been cancelled and you are not at the booked boarding point, an anonymised call will be made to the smartphone used to make the booking in order to bring elbMOBIL and the person making the booking together. If this fails, the journey is cancelled and the ticket expires. A refund is then no longer possible.

If you do not turn up at the agreed meeting point without cancelling beforehand, this will be classed as a "no show". If this happens three times within 90 days, you will be banned for 90 days.

The ticket can be paid for conveniently in the elbMOBIL app directly by credit card, PayPal or SEPA direct debit. Cash payment to our drivers is also possible. It is also possible to pay only the surcharge if you already have a valid hvv ticket.

You can also book season tickets for the elbMOBIL comfort supplement via the app and then travel on the elbMOBIL (booking via app) as often as you like:

• The weekly ticket (for 6 euros) entitles you to any number of journeys on the elbMOBIL within 7 days of payment. Please note: A valid hvv ticket is also required!
• The monthly ticket (for 18 euros) entitles you to any number of journeys on the elbMOBIL within 30 days of payment. Please note: A valid hvv ticket is also required!

It is also possible to buy credit packages of 5, 10 or 20 euros via the app and pay with the stored payment method. You can also pay for the credit packages in advance by bank transfer. Please transfer the desired amount to the following account:

Account holder: KVG Stade GmbH & Co.KG
Bank: Commerzbank Stade
IBAN: DE03 2214 0028 0555 1254 00
BIC: COBADEFF221
Purpose: "elbMOBIL" + your name

Please enter the name of the person registered for the elbMOBIL service and the term "elbMOBIL" (e.g. "elbMOBIL Monika Musterfrau") as the reason for payment. This is the only way we can allocate the payment. Your elbMOBIL credit account will be credited within five working days of receipt of payment. The credit can then be used for payments within the app or for telephone bookings.

If you already have an hvv ticket - e.g. a monthly pass, day pass or even a single ticket - you only pay the elbMOBIL surcharge of 1.50 euros. So that this can be taken into account when calculating the fare, please state that you have a ticket when booking your journey. After you have selected your start and destination, tap on "1 passenger" and then on "1 adult" (or similar) in the next step. You can then change the number and type of passengers you want to book for and also specify whether you have an hvv ticket. To do this, set the "Public transport ticket" slider to the right-hand position. The app remembers the last setting you selected! So if you have a monthly pass that you use for every journey, you don't need to do anything next time, the setting will be retained.

Your Deutschlandticket is also recognised on the elbMOBIL! You only have to pay the convenience surcharge of 1.50 euros or 2 euros if you book by telephone.

Unfortunately, the elbMOBIL cannot recognise the disabled person's ID card as a ticket.

You can change your phone number yourself in the app in the "personal area" (swipe right on the home screen). If you still have access to an end device with the old phone number, change the phone number in the app. You will then be logged out automatically. If you want to log in again, you will receive a code to your new phone number. Enter this code and you will be unlocked again.

You no longer have access to your old telephone number? Then please contact our customer service.

Every elbMOBIL vehicle is equipped with the following products:

• ECE-approved child seat from the AMG brand with side impact protection and adjustable headrest - suitable for children from approx. 3.5 to approx. 12 years (15 to 36 kg);
• ECE-approved booster seat for children weighing 15 to 36 kg.

You are also welcome to bring your own infant carriers or child seats, provided they have an ISOFIX-compatible attachment. Pushchairs can be taken along if the size of the pushchair allows it to be taken along in the vehicles used.

If other passengers have a similar route, they will board on the booked route. It is therefore possible for the elbMOBIL to make a small diversions to pick up additional passengers. There is space for a maximum of 8 passengers in the vehicle.

The elbMOBIL was introduced with the help of the RealLab Hamburg (RealLabHH) and Deutsche Bahn subsidiary ioki. In the Hamburg real-world laboratory (RealLabHH), the mobility of tomorrow is to be tested in the here and now of a metropolis and, based on this, a blueprint for the digital mobility of the future is to be created. The social debate on digital mobility services takes centre stage in order to provide important insights into which approaches will prove successful in practice.
The eleven sub-projects planned for RealLabHH range from a mobility budget instead of a company car to the creation of a provider-independent mobility platform and solutions for particularly vulnerable road users. Under the consortium leadership of Hamburger Hochbahn AG, the continuous and comprehensive involvement of citizens is planned. The results of RealLabHH will be presented at the ITS World Congress 2021. Supported by the Federal Ministry of Transport and Digital Infrastructure (BMVI), the Free and Hanseatic City of Hamburg is hosting the world's largest congress for intelligent transport systems and services (ITS).

The project and cooperation partners of sub-project 5 of the Real Laboratory Hamburg (RealLabHH)

• Süderelbe districts: Planning and introduction of shuttle transport
• Stormarn district: planning and introduction of shuttle transport
• ioki GmbH: Planning and implementation of the mobility analysis - provision of the on-demand platform
• TUHH - Hamburg University of Technology: Project evaluation
• VHH: Verkehrsbetriebe Hamburg Holstein: Operation of shuttle services in the Stormarn district
• KVG Stade: Operation of shuttle services in the Süderelbe region
• Süderelbe AG: Project coordination and communication

LogPay makes it easy for you - wherever payments are involved in passenger, car, lorry, goods and freight transport, LogPay is one of the partners and takes over the billing of services that you have used.

The LogPay team handles all questions regarding payment processing, in particular:

• Questions about all payment methods
• Enquiries about direct debits
• Payment disruptions (return debit notes)
• Blocking/unblocking the customer account
•  (Problem with the means of payment)
• Dunning
• Debt collection
• Credit and identification check

Contact details | Customer Service - 1st Level Support

Chat: https://faq.logpay.de/

06196 8012-702

mobility@logpay.de

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