Assistance from the staff
Modern buses and trams provide easy access for passengers impaired in their mobility. But if you feel unsure or need assistance, you can take advantage of our staff's assistance. How this works for the individual partner companies of the GVH, you will find out in the following.
The ÜSTRA offers a companionship service. The employees provide you with all the support you will need during entering and leaving, help you at the elevators, bring you to your destination or pick you up by the door – provided that the way to the station is no more than 500 meters. The free service is offered from Monday to Friday from 07.00 a.m. to 07.00 p.m. You should announce your companionship request one day in advance by phone +49 511 166826-93. Registrations can be made from Monday to Thursday between 08.00 a.m. and 04.30 p.m. as well as on Friday from 08.00 a.m. to 03.00 p.m. If you need a taxi after your journey by bus or tram, appeal to the driver as soon as possible. The driver will call you a vehicle to the desired station. The ÜSTRA taxi service is free of charge. The ride with the taxi must be paid as usual.
Concerning the transport of electric scooters you can find all ÜSTRA requirements here. (Available in German language only.)
Nearly all buses of regiobus are equipped with low-floor technology and have manually fold-out ramps as well as a level-control kneeling function. Space for wheelchairs, walker frames and children's push chairs is available in all buses. The regiobus drivers extent a ramp by request in order to provide easy access for passengers with wheelchairs, walking frames or children's push chairs.
A prior registration by phone for confirmation of a ramp vehicle is not required. Just report to the driver before entering, the staff will be glad to help you with the ramp.
Please note that entrance into the vehicle is not always guaranteed due to the limited space for wheelchairs, walker frames and children's push chairs.
Please take also in consideration that Call-a-Taxi services are generally provided only for compact aids such as folding wheelchairs.
In the regional trains of the Deutsche Bahn (DB) customer advisors assist passengers impaired in their mobility during entering and leaving. Wheelchair users should announce their journey at least three working days before the departure at the DB Mobility Service. It can be reached on working days by phone +49 180 6512-512.
All metronom trains are accompanied by passenger attendants. If you push the "Wheelchair" button, the staff will extent the ramp for you. You can as well announce your journey in the customer center by phone +49 581 97164-164 or by e-mail at email@example.com. In this case a passenger attendant will wait for you at the platform.
In the erixx regional trains, passenger attendants are normally on board. They assist during entering and leaving and extent a ramp in case of need. Passengers with impaired mobility should announce their journey not later than 24 hours before departure - either by phone +49 5191 96944-0 or by e-mail firstname.lastname@example.org.
Travellers who like to use the regional trains of the WestfalenBahn and need assistance during entry and exit, should announce their journey by 5 p.m. the previous day using the WestfalenBahn helpline +49 521 55777-755 or the e-mail email@example.com. The service personnel will help you.
Trainings for passengers with impaired mobility
Many passengers with impaired mobility feel unsure when they want to use buses and trams. The GVH partners offer mobility trainings in this case: At the terminal stop of the city tram line 8 ("Messe Nord") the ÜSTRA regularly provides city trams and buses. There, passengers with impaired mobility can practice entering, leaving and maneuvering inside the vehicle.
In the "Margot-Engelke-Zentrum" in the Südstadt district in Hanover, training days are additionally offered for passengers with walking frames. ÜSTRA employees will provide assistance and advice for you there. You will find the times and further information here.
The regiobus mobility trainings take place in different venues within the region. Entering, leaving and behaving at the station and in the bus can be practiced without any time pressure. You will find the times and further information here.
For all journeys with the ÜSTRA and the DB you can find information in the timetables, at which stations and at which time vehicles run which are particularly suitable for passengers with impaired mobility. Simply open the electronic timetable. You can find the stations where trams are accessible barrier-free by high-level platforms or elevators in the tram line map. Latest information on changes concerning the timetable or replacement service are particularly important for passengers with impaired mobility. For this reason the ÜSTRA has implemented an information service. During large fairs, changes relating to rail transport of the ÜSTRA can occur, which can have an impact on passengers with impaired mobility. You can inform yourself by phoning +49 511 1668-0. The special offers for seriously disabled persons can be found in the GVH information sheet "unentgeltliche Beförderung schwerbehinderter Menschen" (available in German language only).
In the barrier-free configured GVH customer center in the Karmarschstraße 30/32, 30159 Hanover, you receive detailed information and advice. The employees are available from Monday to Friday from 09.30 am to 08.00 p.m. and on Saturday from 09.30 a.m. to 06.00 p.m.