IMPORTANT INFORMATION FOR YOU AS OUR PASSENGER
Lost property
If you have forgotten something on the bus, such as your umbrella, wallet or jacket, you can contact us by email or phone to find out whether we have found your item. We keep all lost property in our lost property office for a certain period of time.
To check whether we have found your lost item, please provide us with the following information:
- Day and time
- Bus route
- Exact description of the lost item (colour, size, brand, special features)
Frequently asked questions
No, you will of course get your lost item back free of charge.
You can authorise another person to collect the items. We do not offer the dispatch of lost property.
Bulk found items such as clothing, umbrellas, rucksacks, tower bags etc. are stored for a maximum of 6 weeks. Valuables such as mobile phones, wallets, jewellery and watches are kept for a maximum of 6 months. At the end of the storage period, the items will be disposed of or given to charitable organisations.
These are sent to the authority that issued the document.
These are destroyed in accordance with data protection regulations after the retention period has expired.
The synchronisation can be carried out using a duplicate key or any existing serial numbers. Keys are destroyed after the retention period has expired.
- Perishable food.
- Filled bread and drinks containers.
- Heavily soiled and foul-smelling objects.
Always up to date on our social media channels
Anywhere and at any time: our social media channels ensure you never miss any of our news and are always up to date with all the latest information about our bus services in the district of Lüneburg.
Our hvv service centre "Bus-Info"
Do you need personal advice on tickets and timetables? Then our hvv service centre in Lüneburg is the right place for you. You will also receive free flyers, proof of eligibility and much more.
- Bahnhofstraße 10, 21337 Lüneburg (Lüneburg railway station)
- Mon - Fri | 9.30 am - 5 pm
By loading the map, you accept Google's privacy policy.
Learn more
Your rights as a passenger
EU Regulation No. 181/2011 defines the rights of bus and coach travellers. Most of these apply to long-distance coach transport (from 250 km).
However, individual rights also apply to passengers in the Scheduled services under 250 km:
- Non-discriminatory transport conditions
- Transport of disabled persons and persons with reduced mobility at no extra charge and financial compensation in the event of loss or damage to mobility aids
- Adequate information throughout the journey and general information on passenger rights under EU Regulation No. 181/2011
- Establishment of a complaints procedure
- Possibility to appeal to the national enforcement bodies
And for passengers in the Occasional transport (e.g. excursions)
- Non-discriminatory transport conditions
- Compensation and assistance in the event of accidents
- Financial compensation for loss of or damage to mobility aids for disabled persons and persons with reduced mobility
Further information on passenger rights in bus transport can be found on the Website of the Federal Railway Authority.
We are happy to receive suggestions, comments and questions via our Contact form against. So that we can process your enquiry quickly, we need as precise information as possible:
- date
- Time of day
- Bus route
- Location
Every enquiry is taken seriously, checked and answered. We therefore ask for your understanding if you do not receive an answer immediately.
If you do not agree with our response or believe that we have violated your passenger rights, you can contact the SNUB - The Local Transport Arbitration Board e.V. contact. The arbitration board mediates in disputes between passengers and local public transport companies with the aim of settling disputes out of court.
SNUB - The Local Transport Arbitration Board e. V.
P.O. Box 6025
30060 Hanover
Dispute resolution procedure
We would like to point out that we are not willing or obliged to participate in dispute resolution proceedings before a consumer arbitration board.