Frankfurt
Phone VGF telephone switchboard
+49 69 21303+49 69 21303
Language

Customer information - Version as of May 2019

Below we provide you with information to help you order your ticket in our WebPortal at www.meine.vgf-ffm.de. In the following you will find information about our WebShop (see under 2.) and more about our subscription service “AboOnline” (see under 3.), as well as further information on legally required information.

1. Entering your data/registration

In our WebPortal you can purchase the tickets or electronic travel authorisations listed there (hereinafter referred to as “tickets”) in accordance with the RMV conditions of carriage and fare regulations or take out a time-limited ticket subscription.
Purchasing a ticket requires a one-time registration on our WebPortal. Click on the “Registration” link to enter your data to create a user account. Please confirm your data by clicking on the “Register” button. You will then receive an e-mail from us to the e-mail address you have entered. Please click on the link contained there to complete your registration. 
If you are already registered, you can login directly with your e-mail address and password.

After registration you can choose whether you want to purchase a ticket (by clicking the button on the right “Go to WebShop”), or whether you want to manage an existing subscription (by clicking the button on the left “Go to AboOnline”).

2. WebShop: Buying a ticket

a.    Select a ticket, collect it in the shopping basket and correct the shopping basket
In our WebShop you can select your desired connection under “Route” by entering the starting and destination stops (“From” and “To”) or by clicking on one of the suggested connections. Please click on “Search” and the tickets offered for this route will be displayed, including the transit time.
By clicking on the button marked with the shopping cart symbol to the right of the respective offer, you can place a ticket in a virtual shopping cart without obligation. A pop-up window will open in which you can click on the “Continue” button to go directly to the shopping cart or continue your selection. 
You can access your shopping cart at any time by clicking on the shopping cart symbol in the navigation bar at the top.
In the shopping cart, you can remove your selected tickets from your shopping cart by clicking on the “Remove” field or change the number of tickets in the shopping cart. The quantity is updated automatically when you make a change. Click on the “Continue” button to go to the selection of your billing and delivery address.

b.    Billing and delivery address
Here you can select the address to which the delivery and invoice should be sent and add an additional address by clicking on “Add delivery address” or “Add billing address”. By clicking on the “Continue” button, you will be taken to the selection of the delivery option for your ticket.

c.    Select chip card/enter chip card number
Here you can select in the drop-down menu whether you already have a chip card or not. If you already have a chip card, you can select the selection menu “Enter chip card number” and enter your card number in the input field below.
If you do not have a chip card yet, please select “Send new chip card”. Please note that additional shipping costs may then be incurred, which we will inform you of directly during the ordering process. By clicking on the button “Continue” you will arrive at the selection of the desired payment method.

d.    Select payment method
Here you can select the desired payment method. If you order via our WebPortal, we offer you various ways to pay for your ticket. You make your choice by clicking on the selection field in front of the respective payment method. Then click on the “Continue” button and you will be taken to the final order overview. Please note the following information on the various payment methods:

aa. Payment by credit card (MasterCard, Visa, Diners Club)
We offer the option to pay for your ticket with various credit card providers (MasterCard, Visa, Diners Club). If you have selected one of the credit card providers mentioned during the ordering process, please enter your credit card data in the input mask provided for this purpose after completing the order process.

bb. Paying with PayPal
If you have selected the payment option “PayPal” during the order process, you will be taken to the PayPal site immediately after completing the order. Please log in there and follow the instructions of PayPal. The bank transfer will be made immediately upon completion of the payment process by you.

e.    Order overview and completion of the order
Here you will find an overview of the ticket(s) you have placed in the shopping cart and the costs you have incurred, as well as the delivery address and method of payment. Please check that all details are correct. By clicking on the button “Order subject to payment” you place a binding order to purchase the tickets in your shopping cart at that time and send us your binding order.

f.    Order confirmation
You will receive a confirmation of receipt by e-mail for information purposes, which lists your order once again; this e-mail does not represent an acceptance of your offer, but serves solely to inform you that we have received your order.

g. Conclusion of contract
A contract between you and us is concluded in the case of the payment method PayPal when you have completed the payment process for the payment method you have chosen, and in the case of payment by credit card when you have given us the right to charge the agreed total amount to your credit card.

g.    No right of revocation
Please note that you have no right of revocation for contracts you conclude with us via our WebPortal. However, we offer you the possibility to cancel your purchase free of charge within 15 minutes after completion of the order process.

3. AboOnline/Subscription customer

a.    Your data

In our “AboOnline” subscription service, you can conclude and manage ticket subscriptions to the conditions of carriage and fare regulations of the RMV public transport authority.
You can create a new subscription by clicking on the “Create new contract” button under “Subscriptions”. The first step is to enter/check your data from your user account. Please check whether your details are still correct. By clicking on the button “Continue” you will then see a selection of connections.

b.    Selecting your connection
You can first select your desired contract start date from the drop-down menu “Contract start date”. Please then select the connection you require under “Route” by entering the start and destination stops (“From” and “To”) or by clicking on one of the suggested connections. 
By clicking on the “Continue” button, you will be taken to the product and price selection for your chosen connection.

c.    Product and price selection; subscription period; cancellation
By clicking on the button in front of the respective product, you can select the desired ticket and the debit type. A field will open with the conditions of the product you have selected. 
Annual subscription tickets have an unlimited duration. You can cancel your annual ticket subject to subscription at any time up to the 10th of any month, and to the end of the month. In the event of cancellation before the end of a full twelve-month period, please note your obligation to pay the difference to the equivalent monthly time-limited ticket for the actual contract period (corresponds to an additional 1/10 of the monthly price paid by you for each month used). 
After the expiry of a consecutive twelve-month term, you can cancel your subscription at any time up to the 10th of a month, and to the end of the month without additional payment. 
If you have selected a time-limited ticket in your subscription, you can click on the “Continue” button to enter your account details.
 
d.    Account details
The only payment method available to you when taking out a subscription via a time-limited ticket is payment by direct debit. If you have already entered your account details for your user account, you can check whether the details of your account are still correct.
If you have not yet entered any account details, you can enter your account details (IBAN, bank, validity, BIC and account holder) and thus enter an account. By clicking on the “Save” button, you can enter your account details and proceed to the next step.

e.    Conditions
The conclusion of a subscription using a time-limited ticket is subject to the conditions of carriage and fare regulations of the RMV public transport authority. You can accept these conditions by clicking on the selection box to the right of “Accept” and then click on the “Continue” button to enter your card number.

f.    Card number
The time-limited ticket from your subscription is provided to you on a chip card.
If you already have a chip card, you can select it on the basis of the chip card number by clicking on the selection field in front of the chip card number under “Chip card selection”, in order to have your time-limited ticket from your subscription issued to the chip card.
If you want to receive a new chip card, you can have a new chip card sent out to you by clicking on “Send new chip card”. Please note that the chip card number cannot be changed after ordering a subscription. By clicking on the “Continue” button you will be taken to the order overview.

g.    Order overview
Here you will find an overview of the subscription you have selected using a time-limited ticket (connection, price category, product, customer number and contract start date), the type of debit and the costs incurred by you, as well as your account details. Please check that all details are correct. By clicking on the button “Order subject to payment” you submit a binding offer to conclude a subscription for the selected time-limited ticket and send us your binding order.

f.    Order confirmation
You will receive a confirmation of receipt by e-mail for information purposes, which lists your order once again; this e-mail does not represent an acceptance of your offer, but serves solely to inform you that we have received your order.

g. Conclusion of contract
A contract between you and us is concluded when you have given us the right to debit the agreed total amount from your account.

g.    No right of revocation
Please note that you have no right of revocation for contracts you conclude with us via our WebPortal.

4. Storage of the contract text

We save the text of the contract and send you the contract documents by e-mail. If you have registered with us as a customer, you can view your order at any time in our WebPortal under “AboOnline” after you have logged in.

5. Legal liability for defects

For all tickets that you can order in our WebPortal, the legal rights of liability for defects exist, unless otherwise regulated in Section 4 of our General Terms and Conditions. When using a transport service, the regulations of the RMV apply: Standard RMV Conditions of Carriage.

 

6. Contract language

The contract language is German.

7. Complaints / online dispute resolution / consumer arbitration

If you have reason to submit a complaint, you can enter your complaint on the online complaint handling website provided by the European Commission. Your complaint will then be forwarded to us. Please follow the link below and follow the instructions there:
https://ec.europa.eu/consumers/odr/
You are, of course, also welcome to contact our customer service directly: 

E-mail: [my[at]vgf-ffm.de]
Telephone: 069/213-19449

As a member of the sponsoring association of the dispute resolution body for public passenger transport (söp), a consumer dispute resolution body recognised under the Consumer Dispute Resolution Act (VSBG), VGF is prepared and obligated by the statutes of the association to participate in dispute resolution proceedings for the resolution of disputes arising from (or in connection with) this contract. 
The address of the consumer dispute resolution body for such disputes is:
Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (söp), Fasanenstraße 81, 10623 Berlin 

Website: https://soep-online.de/ 

The customer information as download (PDF).