IMPORTANT INFORMATION FOR YOU AS OUR PASSENGER
Lost property
If you have forgotten something on the bus, such as your umbrella, wallet or jacket, you can contact us by email or phone to find out whether we have found your item. We keep all lost property in our lost property office for a certain period of time.
At these times you can call to enquire about your lost item:
To check whether we have found your lost item, please provide us with the following information:
- Day and time
- Bus route
- Exact description of the lost item (colour, size, brand, special features)
Once we have found your item, you can place it in our Administration pick up.
Report your loss directly online:
"*" indicates required fields
FAQ: Lost property
No, you will of course get your lost item back free of charge.
You can authorise another person to collect the items. We do not offer the dispatch of lost property.
Bulk found items such as clothing, umbrellas, rucksacks, tower bags etc. are stored for a maximum of 6 weeks. Valuables such as mobile phones, wallets, jewellery and watches are kept for a maximum of 6 months. At the end of the storage period, the items will be disposed of or given to charitable organisations.
These are sent to the authority that issued the document.
These are destroyed in accordance with data protection regulations after the retention period has expired.
The synchronisation can be carried out using a duplicate key or any existing serial numbers. Keys are destroyed after the retention period has expired.
- Perishable food.
- Filled bread and drinks containers.
- Heavily soiled and foul-smelling objects.
You can find more lost property offices on the Website of the city of Celle.
Legal matters
Accessibility: Travelling with a wheelchair, rollator and pushchair
Mobility is a natural human need. Everyone has experienced how quickly their freedom of movement is restricted: Heavy shopping, a pram or a broken leg can make journeys difficult and being visually impaired or reliant on a wheelchair severely restricts mobility.
Barrier-free bus stops together with vehicles without steps and sufficient door width are the necessary conditions to be able to travel by bus with a wheelchair or pushchair without any problems. As these conditions are not yet fully met in our service area, we will be happy to advise you on your travel requirements and endeavour to offer you the best possible accessibility. If you let us know where you would like to get on or off the bus, we will check whether the desired stop is suitably equipped.
If you already know in advance that you would like to go on a trip, we would be delighted if you could book in advance. So that we can ensure that your journey with a wheelchair (especially with an electric wheelchair) runs smoothly, please contact us by telephone at least one day before you wish to travel so that we can make the necessary arrangements. Simply give us a call from Monday to Thursday from 8 a.m. to 4.30 p.m. and on Friday from 8 a.m. to 3.30 p.m. and we will be happy to advise you.
If you have a spontaneous journey request, please give us the opportunity to check the availability of a suitable vehicle for you. Simply contact our head office, who will find out at short notice what we can offer you.
If you need help getting on and off the bus, passengers and/or our drivers will be happy to help you. However, please understand that there is no general obligation to provide assistance. Please do not hesitate to speak to other passengers or the driver if the specially designated seats for the severely disabled or the multi-purpose areas in the vehicle are occupied. Because one thing is certain: wheelchair users and pushchairs have priority access to the parking space in the multi-purpose area.
If you are travelling with a rollator, it is good to know that it must be folded up in the vehicle or at least parked securely in the multi-purpose area, with the brake applied. For your safety, the rollator must not be used as a seat on the bus, as this is particularly dangerous when moving off and braking.
Registration and advice at:
Your rights as a passenger
EU Regulation No. 181/2011 defines the rights of bus and coach travellers. Most of these apply to long-distance coach transport (from 250 km).
However, individual rights also apply to passengers in the Scheduled services under 250 km:
- Non-discriminatory transport conditions
- Transport of disabled persons and persons with reduced mobility at no extra charge and financial compensation in the event of loss or damage to mobility aids
- Adequate information throughout the journey and general information on passenger rights under EU Regulation No. 181/2011
- Establishment of a complaints procedure
- Possibility to appeal to the national enforcement bodies
And for passengers in the Occasional transport (e.g. excursions)
- Non-discriminatory transport conditions
- Compensation and assistance in the event of accidents
- Financial compensation for loss of or damage to mobility aids for disabled persons and persons with reduced mobility
Further information on passenger rights in bus transport can be found on the Website of the Federal Railway Authority.
We are happy to receive suggestions, comments and questions via our Contact form against. So that we can process your enquiry quickly, we need as precise information as possible:
- date
- Time of day
- Bus route
- Location
Every enquiry is taken seriously, checked and answered. We therefore ask for your understanding if you do not receive an answer immediately.
If you do not agree with our response or believe that we have violated your passenger rights, you can contact the Federal Railway Authority. Simply fill in the complaint form and send it to this address:
Federal Railway Authority
Heinemannstrasse 6
53175 Bonn
In addition or as an alternative, you can contact the SNUB - The Local Transport Arbitration Board e.V. contact. The arbitration board mediates in disputes between passengers and local public transport companies with the aim of settling disputes out of court.
SNUB - The Local Transport Arbitration Board e. V.
P.O. Box 6025
30060 Hanover
Dispute resolution procedure
We would like to point out that we are not willing or obliged to participate in dispute resolution proceedings before a consumer arbitration board.
Advice: The Passenger Advisory Board scrutinises issues and provides tips and suggestions
The Passenger Advisory Council sees itself as a pragmatic group that advises on the development of local public transport in the city and region. County of Celle accompanied. It acts as an intermediary between passengers and transport companies. It contributes its own ideas and wishes from the public and ensures that they are integrated into the planning process.
The Passenger Advisory Board consists of registered participants who pursue different aspects and interests and contribute these with the aim of optimising public transport.
The Passenger Advisory Council is independent of CeBus GmbH & Co. KG.