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.

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.

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:

Unfortunately not yet, as we do not yet have any appropriately equipped vehicles due to the pandemic-related delivery delays. However, this will be possible in the near future. We are having five vehicles converted especially for this purpose. As soon as they are available, you will see a corresponding option in the app. When booking, use the corresponding button to tell us that you are in a wheelchair and we will send you a vehicle with a boarding ramp.

If someone has to accompany you due to your limitation, please book another seat in the shuttle. There are no additional costs for this. By the way: In order to ensure that you and, if applicable, your accompanying person receive the severely disabled discount, the option "wheelchair user" can only be selected for the person making the booking, not for passengers.

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.