The HeinerLiner is HEAG mobilo's ride pooling service for Darmstadt. Get an easy, comfortable and green ride to your destination with other Darmstadt residents.

The HeinerLiner comes when you call it (via app or phone). It picks you up at an agreed meeting point, drops you off very close to your destination and the app navigates you safely the last few metres to your destination. And it does all this independently of bus or train stops and fixed timetables - without changing buses or looking for a parking space. Not only does it drive emission-free, but also in such a way that other Heiners* who have a similar destination can ride along with you.

Ride pooling means that carpools are automatically formed between passengers who have a similar destination. This relieves the burden on the roads and the environment. Of course, our system makes sure that your journey time only increases by a few minutes - long detours are ruled out.

Due to the current situation, we have taken several measures:

• In order to protect our passengers and drivers, we have installed a Separation between driver and passenger compartment installed.
• all contact surfaces (handles, entrances, steering wheel, etc.) are Regularly cleaned.

In addition, we continue to ask you to consider the following measures:

• Please wear a mouth and nose protection (medical or FFP2 mask) in the shuttle.
• Please always leave a seat free between you and other passengers.
• ⚠ If you have a cold or other symptoms of illness, please stay at home. ⚠

These precautions apply until further notice. Take care of yourselves and have a safe journey.

The HeinerLiner runs exclusively on environmentally friendly electric vehicles - which is good for the climate and the air in our city.

By automatically forming carpools, we also reduce traffic as several parties share a shuttle. In this way, we save many inner-city car journeys.

The HeinerLiner takes you all over the city of Darmstadt! From the Europaviertel to Bürgerpark and from Wixhausen to Eberstadt.

Just look at our map under "Areas" to see if the HeinerLiner also runs in your area.

The HeinerLiner runs Sunday to Thursday between 05:00 and 02:00, Friday and Saturday night even continuously.

Please note that an end of service at 2 o'clock means that the shuttle will be at the depot at 2 o'clock. Journeys that result in this not being possible - e.g. if you want to book a journey for 1:55 a.m. - will not be accepted by the system.

The exact price for your journey is displayed directly in the app before you complete your booking. It is made up of the basic fare (€2.00), the comfort surcharge (€2.00) and the flat rate for the distance (€0.35/km) - all prices include VAT. We'll give you the flat rate for the first kilometre for free. In addition, there are further discounts, e.g. for all those who have a valid public transport ticket as well as for children and passengers. If you want to know exactly, you can take a look at the HERE view the price overview.

It's quick and easy: download the app, create a customer account, enter your payment details, book your journey and off you go.

You can find the free HeinerLiner app in the App Store and the Google Play Store. Our short explanatory film shows you how it works.

If you don't have a smartphone, you can also open a customer account at the customer centre at Luisenplatz, buy credit and then book by phone. To do this, contact our customer service on 06151 / 709-4000.

The app is available for Android and iOS. To register, all you need is your name, mobile phone number and a valid email address. If you have any problems, please contact our support team at 06151/709-4000 or write to us at heinerliner@heagmobilo.de.

Please go through the following steps in order:

• Check that you have entered your mobile number correctly, including the area code, and then try again. The most common reason is typing errors and transposed numbers when entering the mobile number.
• Try again at a later time. Due to the network operator or lack of network coverage, there may be delays in the delivery of the SMS codes. Often it works better a little later.
• If this does not help either, please uninstall the app, download it again and try again.
• If the problem persists despite all this, contact customer service on 06151/709-4000 or write to us at heinerliner@heagmobilo.de. You can help us tremendously with troubleshooting if you can send us the following information: Phone model, operating system, installed app version and the times when the verification request was sent.

In the menu, you can change your user data under the item "Account" and the payment methods stored under the item "Payment".

If you have received a discount code, you can enter it in the app menu under "Vouchers" to secure the benefits.

To do this, you must give us permission to send you messages. You can set this in the menu under "Account -> Authorisations". There you will also find the options "Newsletter" and "Discounts & Promotions". If you give us permission here, you will receive vouchers and special discounts from time to time. You will also have the opportunity to give us feedback on our service.

Under the menu item "Account" you will find the option "Delete account". If you delete your registration with us, we will delete all data that you provided to us for the purpose of registration. Furthermore, we only store your data in order to fulfil our contractual or legal obligations (e.g. tax obligations) (Art. 6 (1) lit. c DSGVO). In this case, we block your data so that it is only processed for the necessary purposes.

This may be because you have repeatedly violated our terms and conditions or there was a problem with the payment processing. Please contact our telephone support on 06151/709-4000 or send us an email at heinerliner@heagmobilo.de.

You can refer up to five friends and get great discounts. However, the referred account must not be older than four weeks. Simply give your friends your individual referral code, which you can find in the app menu under "Invite a friend". The invitees confirm your recommendation by entering your code after registering. And the gifts start raining down:

• 2x 50% discount for you
• 2x 50% discount for your friend

The discounts are activated automatically, are non-transferable and valid for four weeks. And the best thing is: they are always credited to your entire journey. So your fellow passengers benefit too! A classic win-win situation...

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 has compiled important information on wheelchair transport.

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.

You can store the following payment methods in the app:
- Credit card (Visa or Mastercard)
- SEPA direct debit
- PayPal

You can also top up your credit at our customer centre and buy credit cards of 10, 20 or 50 euros, which can be redeemed by means of a printed code. This way you can give credit to others or bring it with you. Great, isn't it?

In some cases, the credit card verification may fail because the two-factor authentication does not work. You can enter the credit card data in the app and are forwarded to your bank for authentication as intended, but you cannot complete it.

The problem is that according to the new security guidelines (PSD2), two-factor authentication is required for online purchases using the so-called 3D Secure procedure. Most banks have also redesigned their technical interfaces accordingly so that everything works without problems. Unfortunately, this is not the case with all banks and we have no influence on this. We can only point out the existing problems to the banks.

If you are affected, please first check whether you have activated your credit card for online purchases at your bank. If the problem persists, you have the following options:

1. 1. Try another credit card
   2. Switch to another payment method. We offer SEPA direct debit and Paypal. You can also buy credit at our customer centre at Luisenplatz.
   3. Contact your credit institution and point out the problem.

You can find more information about the 3D-Secure procedure and two-factor authentication on the pages of our payment service provider Logpay Mobility Services GmbH: LogPay Mobility Services - FAQ.

Of course you can! In the app, you can (de)activate the sending of receipts at any time in the menu under "Account -> Authorisations". In order to conserve resources and not burden the environment unnecessarily, you will not receive a paper invoice. However, we will send you a receipt in PDF format after each journey to the e-mail address you have entered and you can print it out if necessary.

You're welcome! We are happy if you want to show your generosity. After the journey, you can send your drivers an amount of your choice via the app. They will then receive the tip with their next pay slip.