If you have left something in the HeinerLiner, you can contact our customer support on 06151/709-4000 or write an email to heinerliner@heagmobilo.de. Please be sure to include details of the journey time, a description of the lost item and your contact details with your request.

Please pass on any foreign objects you find on the HeinerLiner to our drivers. They will hand in all found objects at the latest at the end of their shift at the company headquarters, so that found objects should be recorded in our system within 24 hours. You can pick up lost property the following day at the HEAG mobilo customer centre at Luisenplatz.

It's very easy: On the one hand, it has the great dark blue design with the HeinerLiner logo. Secondly, you will be told the registration number of your HeinerLiner when you make your booking. Once the shuttle has reached the pick-up location, appears in the vehicle view of the app a Switching surface, with the you our Drivernen call and dI am available if needed regarding of the entry vote kannst.

We have booster seats in each vehicle which are recommended for a weight of 15-36 kg and an age of about 4-12 years (group 2/3 child seat). We ask for your understanding that we can only provide one booster seat of this type per vehicle due to space limitations.

If you need a group 0-1 child seat for your child instead of a booster seat, you must bring this yourself. You may, of course, use child seats or infant carriers that you have brought with you.

Please let your HeinerLiner driver know that you need the booster seat when boarding. You are responsible for setting up the booster seat and buckling your child in safely.

By the way: There is a general obligation to use child seats on the HeinerLiner. According to this regulation, children under twelve years of age who are smaller than 150 cm may only be taken on prescribed seats with safety belts. This is regulated by § 21 para. 1a StVO.

In principle, we also offer our service to children and young people. Children up to and including 5 years of age must be accompanied by a person of full age. This person must ensure safe accommodation and bring the necessary aids (e.g. baby seat, child seat) in accordance with legal requirements. A booster seat (group 2/3) is available in the HeinerLiner.

If you are between 6 and 15 years old, you can use the HeinerLiner with the consent of your parents. As we cannot always tell your age, you may be asked for proof of age and a declaration of consent by our driving staff.

It is particularly important to us that both our passengers and our drivers feel comfortable on the HeinerLiner. Therefore, for the protection of all passengers, we reserve the right to exclude passengers from our service in extreme cases. Depending on the situation, our drivers can decide whether or not to transport passengers who are conspicuous or under the influence of alcohol or drugs. We cannot tolerate reckless behaviour. We ask for your understanding.

But safe! Ride pooling allows the original route to change in order to pick up another passenger on the way. And of course we also take into account the current traffic situation or possible road closures. But thanks to our fixed price guarantee, your original fare always remains the same.

It depends on how many other passengers you share the HeinerLiner with and what their route is. Normally, the shuttle only makes one stop on a passenger's route. However, the stops are already included in the time span that the app shows you for the arrival.

To avoid sticky stains, you are not allowed to eat or drink in our vehicles. We want to avoid that other passengers are inconvenienced by contamination or the smell of food.

We have five HeinerLiners specially equipped for transporting wheelchairs. When booking, use the appropriate button to tell us that you are in a wheelchair and we will send you a vehicle with a boarding ramp. To make sure that everything runs smoothly, we have prepared a Flyer We have compiled important information on wheelchair transport for you. We strongly recommend that you bring the anti-tipper for your wheelchair or attach it to your wheelchair beforehand.

If someone has to accompany you due to your limitation, please book another seat in the shuttle. There are no additional costs for this.

We strive to make the HeinerLiner as accessible as possible. This includes, among other things, that the app is optimised for voice-over function. and the contrast and font size can be adjusted. You can find the corresponding options in the settings of your smartphone. 

For the navigation to the pick-up location and from the drop-off location to your Destination the app offers you the opportunity, Use Google Mapsif this is installed on your smartphone. 

Once the shuttle has reached the pick-up location, appears in The vehicle view of the app contains a button, with the you our Drivernen call and dI am available if needed regarding of the entry vote kannst. Our driving staff will help you of course also happy to help with entry and exit. 

Should you have a registeredn Assistance and service dog you may take your companion with you on the HeinerLiner. 

If you a severely disabled person's pass havewhich gives you the free Use dit PUBLIC TRANSPORT helaubt, don't forget to activate the corresponding slider in the app. Then wIf you book a ticket, the journey is cheaper and you can take an accompanying person with you free of charge. However, you have to book an additional seat for them. You will find the slider in the booking overview by clicking on "1 passenger".. 

We know that the HeinerLiner has already been successfully used by people with visual impairments and is used by blind people. They have given us some tips, which we pass on to you below: 

• Before booking a ride, take your time to familiarise yourself with the app. and their functions Familiar. 

• If you are unsure, you can the way to the Stop also Before booking rehearse. HereTo do so, simply follow the booking process until a ride is suggested to you, scHowever, you cannot close the booking by clicking on "...".Binding booking" as of. How to know where the nearest pick-up point is and can visit it in advance at your leisure. Or you can call our service hotline on 06151 709-4000 and ask our staff to tell you where the bus stops. 

• A Another option is to make the first journey with ar person who can help you in the event of a of uncertainties that arise can stand by your side. Oyou let yourself go on the Exitpick up place. In this way, you can practise using the HeinerLiner until you feel confident enough to use the service without support. 

• Besides Google Maps, other apps can also be used for localisation, e.g. what3words.

Rollators can be taken along without any problems. If the rollator is to be transported in the boot, the slider for luggage must be activated so that an appropriately equipped vehicle is selected. This is not necessary for foldable rollators, provided they can be transported like hand luggage in the footwell or on the lap.

However, the basic prerequisite is that it is possible to get in and out of the vehicle independently. To make this easier, we have equipped the vehicles with handholds. Level access cannot be guaranteed, as the stopping situation depends on the traffic conditions.

The entrance area of our vehicles:

Smaller items of luggage that do not require their own seat can be carried in our shuttles. Hand luggage can be stored on your lap or in the footwell.

Do you have a larger piece of luggage, such as a suitcase? You can take it with you without any problems if you indicate this when booking using the corresponding slider. We will then send you a shuttle that is suitable for carrying your luggage.

Unfortunately, we cannot transport bulky goods or bicycles.

No, unfortunately that is not possible. You share the journey on the HeinerLiner with other passengers who have a similar destination. Your booking refers to a fixed route, on the basis of which the journey time and arrival time is also calculated for subsequent passengers. For safety reasons, an early termination of the journey is only possible in an emergency.

Unfortunately no. Out of consideration for other passengers, you are not allowed to take pets with you. The only exception to this rule is registered assistance and service dogs, in order to guarantee problem-free and safe transport for people with disabilities. Another exception is small pets in suitable transport containers that do not require their own seat, but can sit on your lap, for example.

Safety is our top priority. Our professional drivers are regularly trained and all have a passenger transport licence. Our vehicles are licensed and regularly serviced. Of course, you are insured during your journey with the HeinerLiner. Please understand that we cannot accept any liability for damage to or loss of luggage or valuables.

The HeinerLiner cannot wait longer than 2 minutes, otherwise other passengers who are either part of your carpool or will be boarding could be disadvantaged. If you are late, other passengers or following passengers will have to wait longer. To avoid this, the journey will continue if you are not at the pick-up point on time. We ask for your understanding that you still have to pay for the ride. If this happens more often, we reserve the right to block your account.

If you have any problems with your journey, you can contact our customer support on 06151/709-4000.

The time diversions you have to allow for in the case of a shared journey is a maximum of 30 %. If a direct journey takes e.g. 10 minutes, your journey will ultimately take no longer than 13 minutes, no matter how many Heiners get on or off.

This depends on how many passengers book a similar route as you with the HeinerLiner at the same time. It can also happen that you have the HeinerLiner to yourself. As a rule, however, you share the HeinerLiner with other passengers. Our HeinerLiner can carry up to 7 passengers at a time.