Here you will find the most important questions and answers concerning the coronavirus and the GVH:
1. Do I have to wear a face mask in buses and trams/ trains now? Where can I get these masks?
From Monday, 27 April, all passengers travelling by public transport have to cover their mouth and nose. In accordance with the regulations, it is not strictly necessary to wear a mask. A cover of the mouth and nose via a shawl or scarf is sufficient. Excluded from this are children up to the age of 6 and people whose health status does not permit to wear a mask. For the protection of all passengers, the transport companies of the GVH urge to adhere to the legal regulations.
ÜSTRA and GVH are not able to provide masks for their passengers.
The cover has to be put on before entering and already when waiting at the stop.
2. Why do not all doors open in buses and trams?
Our employees are encouraged to open all doors at tram stations. If one of the colleagues should accidentally forget to do so, we ask for your understanding. Over several decades we have advised our employees not to open all doors especially in winter. Letting go a habit overnight is not that easy. But we now remind the colleagues several times per day. Furthermore, the front and rear doors stay closed in the green TW6000 train.
In buses - according to technical characteristics – both rear doors are being opened as well. Some bus types open the rear door only upon request by pushing the door button. That is why we recommend choosing always the door at the middle when getting off.
3. Can you reimburse my Monthly pass/my ticket?
The GVH transport companies are currently working on different issues in order to keep up the public local transport. In order to save capacities for more significant issues, requests of subscribers concerning the reimbursement are accepted only and exclusively in writing or online in the customer centres. The GVH and the companies kindly ask you to refrain from related enquiries. In times like these, emphasis is laid on the maintenance of operations and easing the burden on driving and service staff. Of course, the GVH will attend to all questions and problems in due course. When the situation has eased again, customer-specific solutions will be offered.
4. I have lost something in the bus, how can I get the lost property now?
Currently the ÜSTRA lost-property office is closed. If lost properties can be unambiguously identified– like e.g. identity cards or driving licences –, the owner is notified. After a positive response, the identity documents will be sent to the owner by post. The lost-property office can be contacted by telephone Monday to Friday between 10:00 am and 06:30 pm at +49 511 1668-5080. Emails at firstname.lastname@example.org will be dealt with as rapidly as possible as well. All other lost properties are currently being stored and can be picked up as soon as the lost-property office opens again.
For lost property in regiobus vehicles the following applies: passengers please coordinate with the responsible operating yards by phone. Passengers are requested not to pick up their lost property directly on site, in order to avoid corresponding contact. Items of value, cash, identity documents or similar can be sent by post. You can find an overview of der regiobus operating yards here.
5. Are the GVH customer centre, the service and sales centres still open?
The GVH customer centre in the Karmarschstraße 30/32 is still open during the normal opening times (Monday to Friday 09:30 am to 08:00 pm and Saturday 09:30 am to 06:00 pm).
The regiobus service centre in the Georgstraße 54 shortens the opening ours until further notice. It is open from Monday to Friday between 09:00 am 03:00 pm.
The regiobus service centres at the ZOB (central bus station) Neustadt and ZOB Wunstorf can still be visited during the regular opening times (Monday to Friday 07:00 am to 06:00 pm). Changes of the opening times are displayed at regiobus.de.
Due to the guidelines adopted by the Federal Government and the heads of the Länder governments concerning the restriction of social interaction further restrictions and shutdowns of service and sale centres may occur. Therefore and in order to avoid as much public traffic as possible and to follow superior recommendations, we recommend to buy tickets preferably in the GVH app or at the ticket vending machines.
6. How about ticket inspections?
In case of ticket inspections we initiated appropriate measures for the protection of passengers and employees. We minimize potential risks but the operation still has to be financed.