Complaints

Underground, City Bus or Tram Delays

As a special service, Münchner Verkehrsgesellschaft extends an on-time guarantee: If a delay is the fault of MVG, it will reimburse its passengers the cost of the trip up to the price of an Inner Region Daily Pass (except in cases where there was advance notice of relevant activities or in the event of construction or a strike). Should the delay have caused you to miss your last train home, MVG will pay a taxi fare of up to 25 euros.
Click here for additional information (German) 

Out-of-Service Ticket Vending Machines

Is a machine not working or will it not return your money? To obtain quick assistance, it is important to distinguish what kind of machine you are dealing with and who operates it.

- In case an S-Bahn ticket machine is out of service, please contact:
Deutsche Bahn AG
Call Centre Phone: +49 / (0)1801/23 59 59
(3,9 ct/min on a Deutsche Telekom AG landline)

- In case you are experiencing a problem with an underground pass ticket machine, please contact the following address:
Stadtwerke München GmbH
Münchner Verkehrsgesellschaft (MVG)
Phone: +49 / (0)89/21 91 46 62
Fax: +49 / (0)89/21 91 46 08

- In the case of problems with an underground, city, or tram ticket vending machine,
please report the problem by calling +49 / (0)89/21 91 35 35.

Escalators, Lifts and Public Toilets

If you are experiencing a problem with an escalator, lift or public toilets in the underground, please contact the MVG Service Department.
Phone: +049 / (0)89/21 91 33 33

Ticket Inspections

If you have been checked on the S-Bahn and there were any discrepancies, you have the option of personally sorting out any issues at the DB MVV Customer Centre at the Central Station:
DB MVV Customer Centre at the Central Station
Fax: +49 / (0)1805/04 00 04 79
E-Mail: info@sc-fahrpreisnacherhebung.de
Opening hours: Mon-Fri 9am - 6pm
Location of DB MVV Customer Centre 

If your ticket was inspected on the underground, bus, or tram, please contact the MVG Customer Centre:

MVG Customer Centre
Poccistrasse 1/I
80336 Munich
Fax: +49 / (0)89/21 91 32 98
Opening hours: Mon,Tues 8am - 3pm; Wed 8am - 12am;
Thurs 8am -6pm; Fri 8am - 1:30pm
MVG Customer Centres at a glance (German) 

Other Complaints

Depending on what means of transport you used, either MVG or Munich S-Bahn would be the right transport operator to address.
- If you have other complaints regarding the underground, buses, or tram, please contact MVG’s Feedback Team.
Phone: +49 / (0)1803/44 22 66
Fax: +49 / (0)1803/44 22 33 (in each case, 9 cents/minute on a Deutsche Telekom AG landline)
Opening hours: Mon-Fri 8am - 8pm
E-Mail: lobundtadel@mvg.swm.de
Contact Form

Or write to MVG:
MVG
Beschwerdemanagement
80287 Munich

It is important that you indicate your postal address and (daytime) phone number as well as certain additional details. To process your case as quickly as possible, MVG needs the date, time, location, line/route, car number/licence plate, stops where you boarded and/or alighted, direction and a short description of the driver if possible.

- If you have experienced a problem on the S-Bahn, please contact:
S-Bahn München GmbH
Orleansplatz 9a
81667 Munich
Phone: +49 / (0)1805/66 10 10 (via DTMS)
Fax: +49 / (0)89/13 08 77 19
E-Mail: service-dialog@bahn.de

Bavarian Public Transit Ombudsman

If you and the public transport operators fail to agree, you have the option of contacting the Bavarian Ombudsman. The ombudsman will make an effort to find as good a solution as possible for either party. In any complaint proceedings, the ombudsman will process appeals and can thus only be involved after you have already corresponded with the public transport operator. You should be able to document any letters, relevant tickets, etc. to the best of your ability. This will make it easier for the ombudsman to find a quick solution to your problem.

Ombudsstelle Nahverkehr Bayern (VDV-LBO) c/o VDV-Landesgruppe Bayern
Postfach 202052
80020 München
Telefon: +49 / (0)89/4702484
More information in German