Questions and Answers
The key points at a glance
All tickets within the Niedersachsentarif (Lower Saxony fare zone), the Niedersachsen-Ticket (Lower Saxony ticket), and tickets issued by Deutsche Bahn AG are valid on metronom trains (aside from a few exceptions). For tickets within the HVV, GVH, VBN and VSN transport associations, the relevant association fare applies. Tickets issued by the transport associations are valid for travel.
can purchase tickets for metronom trains
at our yellow automated tickets machines located at every train
station. You can also buy metronom
tickets at the automated ticket machines provided by other transport
companies, e.g. Deutsche Bahn. Tickets cannot be purchased on board
Tickets purchased from Deutsche Bahn AG and the transport associations are likewise valid for travel on the metronom, aside from a few exceptions.
Do metronom trains also accept the Schönes-Wochenende-Ticket (“Nice weekend” ticket) and the Quer-durchs-Land-Ticket (“Cross-country” ticket)?
Yes, these flat-rate tickets issued by Deutsche Bahn AG are valid for use on metronom trains.
Yes, to the full extent of the discount of 25%, 50% or 100%.
At our yellow automated ticket machines, customers can purchase the Niedersachsen-Ticket (Lower Saxony ticket) as well as tickets from the HVV, VBN GVH and VSN transport associations, Deutsche Bahn flat-rate tickets such as the Schönes-Wochenende-Ticket (“Nice weekend” ticket) and the Quer-durchs-Land-Ticket (“Cross-country” ticket), plus local transport tickets for all train connections in Lower Saxony and the most significant destinations outside of the state.
automated ticket machine isn’t working and there’s no other
machine in sight that you can use to buy a ticket? If this is the
case, please note down the machine number, machine location and the
time of the fault, and make yourself known to the passenger attendant
on board the train of your own accord. Since we cannot monitor the
defect at the time, the passenger attendant will issue you with a
receipt stating the fault at the automated ticket machine.
metronom Eisenbahngesellschaft mbH will then check the technical fault that you registered with us. If there is a demonstrable technical fault with the metronom automated ticket machine, you will receive a request for payment amounting to the normal price of a ticket. If it could be verified that there was no fault, you will receive a payment request for an ‘increased travel fare’.
Attention: a ticket machine that is no longer accepting bank notes does not count as faulty.
Liegt eine technische Störung am metronom Fahrkartenautomaten vor und Fahrgäste können keine Fahrkarte an einem anderen Fahrkartenautomaten erwerben, sollten Automatennummer, Automatenstandort und Zeit der Störung notieret werden. Nach dem Betreten des Zuges sollten sich die Fahrgäste unaufgefordert bei unseren Fahrgastbetreuern mit dem Hinweis der Störung melden. Da das metronom Personal zu diesem Zeitpunkt die Störung nicht überprüfen kann, wird vom Fahrgastbetreuer ein Beleg über die Störung des Automaten ausgestellt.
Die metronom Eisenbahngesellschaft mbH prüft den gemeldeten technischen Defekt. War der metronom Fahrkartenautomat nachweislich technisch gestört, erhält der Fahrgast lediglich eine Zahlungsaufforderung über den normalen Fahrpreis. Lag nachweislich keine Störung des Automaten vor, erhält der Fahrgast eine Zahlungsaufforderung über ein erhöhtes Beförderungsentgelt.
You should always keep the right travel money ready. Depending on whether or not an automated ticket machine has enough change available, a bank note may not be accepted as a method of payment. If it is no longer possible to pay using bank notes, the bank note symbol on the machine’s display will be crossed out.
Please note that tickets with a low monetary value cannot be paid for using large notes. The machine can only give out coins, and the coin capacity of the machines is limited. If a ticket machine is no longer accepting bank notes, it therefore does not count as faulty. Alternatively you have the option of making a cashless payment or looking for another ticket machine.
you have received a request for a subsequent fare recovery whilst on
the train, you must transfer the full amount to the specified bank
account within the specified time limit. Challenges can be directed
to the office specified on the request for subsequent fare recovery.
Forgotten your subscription card or season ticket?
No problem. You can show us your subscription card or season ticket on the train retrospectively, within a 7 day period. The ‘increased travel fare’ will then be reduced to a lower fee.
Military service personnel with a valid authorisation pass in connection with a valid military ID card can travel for free on metronom trains in standard class for journeys between their place of residence and their place of work. However this does not apply to journeys that start and end within the transport associations.
Yes, provided that an agreement was made with metronom Eisenbahngesellschaft mbH on the purchase and use of the semester ticket issued by the respective General Students’ Committee (AStA). The semester tickets issued by the HVV, GVH or VBN transport associations can also be used on metronom trains, but only on the routes indicated.
Children under the age of 5 travel with the metronom for free. Children aged between 6 and 14 pay half of the normal price when travelling alone. When accompanied by mum or dad, grandma or grandpa, or another guardian, they can travel for free. However this only applies if the adults have purchased tickets at the normal price and the number of children is marked on the ticket before the start of the journey.
Attention: this family rule can differ if combined with special offers. In this case, the respective conditions of the special offer apply.
Children under 6 years old travel for free.
Up to three children aged between 6 and 14 can travel for free on the Niedersachsen-Ticket (Lower Saxony ticket), regardless of the number of paying persons. It doesn’t matter if you are travelling with your own or someone else’s children.
If you are travelling with more than three children aged between 6 and 14, three children travel for free whilst the other children are considered to be paying passengers. A fare of €5 must be paid for each and they must be named on the Niedersachsen-Ticket (Lower Saxony ticket).
Along with the usual hand luggage, each passenger may bring one item of heavy luggage with them. Heavy luggage items are objects and packages (e.g. suitcases, boxes, barrels, drinks crates etc.) which can be carried by only one person, but are not hand luggage. These items are to be principally stored in the designated areas. You will find space for bulky objects in all of the entrance and exit areas in the open-plan carriage sections.
No alcoholic beverages can be consumed on metronom trains or taken on board if the container is opened and, in particular, if it cannot be closed again. A ban on alcohol consumption is in force. Those who can’t resist must pay a penalty amounting to €40.
Pets that are small (up to the size of a house cat), harmless and kept in a closed box (e.g. pet carriers) can travel with us free of charge. Please however note that this must not adversely impact other passengers or our staff.
Dogs that cannot be kept in a transport box due to their size must be kept on a lead and wear a muzzle. A half-price ticket must be purchased for them. If you are travelling on the metronom Niedersachsen-Ticket (Lower Saxony ticket), the Schönes-Wochenende-Ticket (“Nice weekend” ticket) and the Quer-durchs-Land-Ticket (“Cross-country” ticket), your dog counts as an adult person.
Animals classified as ‘dangerous dogs’ may not travel with us.
As soon as there’s a bit of a storm, it seems like everything falls apart? That this is the impression our passengers often get is something we’ve noticed, too. But sure enough, our routes often take us through the countryside and many trees line both sides of the platform. Unfortunately they are too close to the platform in a number of locations. The required pruning has either not yet been carried out by our colleagues at Deutsche Bahn, or the process is being hampered by site owners. When there are storms, trees fall onto the platform again and again. It can be a long time before they are cleared and the damages are repaired.
If unplanned train cancellations occur, we have to organise ad hoc bus transport, or so-called emergency bus services. We have concluded contracts with the regional bus and taxi companies so that we can immediately request vehicles in the event of cancellations. However we are dependent on our partners being able to quickly provide us with vehicles with sufficient capacity. During peak travel times in particular, it can be difficult to provide sufficient capacity. Sometimes you may just have to wait until the buses arrive.
If we know about a construction site in advance, we have enough time to plan a replacement bus service. We are then able to work out a timetable in advance and ensure we have sufficient capacity on board. The bus companies are also able to adapt to the demand.
The trains that we use were provided by LNVG. metronom pays a form of rent for their use and takes responsibility for their operation. The features of the trains are however the responsibility of LNVG. LNVG have been planning to modernise the vehicle fleet for some time now, and this includes installing plug sockets and integrating Wi-Fi. These upgrades are scheduled to begin at the end of 2019.