Help & Service
Booking + Driving
- How do I book a car?
We have a free app for it! Alternatively, you can find and reserve cityFlitzer and station-based cars via our website.
- How do I open a car?
Hold your costumer card in front of the card reader, which is behind the windscreen. If the car is booked on you, or free, the light switches to green. This may take a few moments. In the app under “bookings” you can open and close the car with your smartphone opening code (mobile PIN). For cityFlitzer this is possible if a pre-booking has been made. You will find your mobile PIN in your account when you log in.
- Kann ich auch ohne Kundenkarte Autos nutzen und was ist der Fahrzeug-PIN (Karten-PIN)?
Na klar! Eine physische Kundenkarte ist nicht mehr nötig, alles funktioniert mit der App / Webseite. Wie Du deinen Fahrzeug-PIN (Karten-PIN) festlegst, erklären wir hier.
- Wie beende ich eine Fahrt?
So beendest Du deine Fahrt:
1) Autoschlüssel zurück in die dafür vorgesehene Halterung im Handschuhfach stecken. Der Schlüssel hängt an einem runden Datenchip, welcher wieder zurück in die Halterung im Handschuhfach gesteckt werden muss. Bitte lege den Schlüssel nicht einfach in das Handschuhfach, ohne den Datenchip wieder in die Halterung zu stecken. In dem Fall kann der nächste Kunde das Auto dann nicht öffnen, was einen kostenpflichtiger Technikereinsatz notwendig macht, den wir belasten müssen.
2) Das Auto mit der App verschließen oder die Kundenkarte von außen an die Windschutzscheibe halten und warten bis das Licht auf rot springt.
Solange Du das Auto nutzt - also während deiner Buchung beim Zwischenparken - öffne und schließe das Auto bitte mit dem Autoschlüssel!
- What do I have to consider before driving?
Before you drive, always check the car for damage and defects. We mark damages, which we already know, with a small sticker with a green tick. New unmarked damage should be reported to the service centre on 069 . 5899 622 22 before the start of the trip. Minor damage reported that fall under the rules of the faircrash™ minor damage goodwill, you do not have to report.
- What does a trip cost me?
book-n-drive offers you tariffs for every need – whether you are driving occasionally without a recurring base fee or want to hit the road more frequently in our Abo tariff with low usage fares – we got you! All fares have two things in common: very low fixed costs and fares that always include fuel, parking (for our stationary cars), insurance (third party and fully comprehensive insurance), breakdown cover and book-n-drive care and maintenance services.
For concrete information, use our price calculator.
- Who will help me, if I have any questions?
For all questions or concerns you reach us under the telephone number 069 . 5899 622 22 or by mail under service@book-n-drive.de.
- How long do I have to book in advance to get a car?
You can book a car at any time without any lead time. Around 80% of all trips are booked on the same day. However, if you need a special car (e. g. a transporter) or are planning a longer journey, it makes sense to reserve your desired vehicle as early as possible. All cityFlitzer can be spontaneously removed from their car park or reserved 30 minutes in advance via buchen.book-n-drive.de or app.
- Do I have to park the car where I picked it up?
cityFlitzer can be parked flexibly in the Frankfurter cityFlitzer area and at the cityFlitzer pools in the Rhine-Main area. Station-based cars have their own permanent parking space and have to be returned there and there only.
- What are cityFlitzer?
cityFlitzer is the name of the popular station-independent car at book-n-drive. cityFlitzer can be removed spontaneously and returned – without booking or time limit – for up to two weeks, regardless of the place of pick up.
- What are station-based cars?
Station-based cars have a reserved parking space where you can pick up and return the car. Choose your booking time and the right car. From Smart, small car, electric car, convertible to van and 9-seater bus everything is there – even automatic vehicles. In the Rhine-Main area you will find over über 700 station-based book-n-drive cars. Book-n-drive is a partner in the Deutsche Bahn´s Flinkster network. In addition, you can choose from thousands of cars throughout Germany.
All cars that do NOT have cityFlitzer branding on them are station-based cars and must be returned to the original parking space upon return.
- How can I change or cancel a booking?
You can view and change your bookings on our website and in the app at any time. For example, if you want to change the period, simply enter the new times under “Change booking”. Please avoid cancelling a trip and re-entering it, otherwise the system will charge you avoidable cancellation fees and additional charges the cost of the new booking.
You can cancel your booking free of charge up to 24 hours before the start of the booking period. After that 50% of the time price will be charged. If the booking period is more than 24 hours, the period up to which free cancellation is possible will be extended to the booking period. Please also use our app or website for cancellations. If this is not possible, you can reach us by telephone: 069 . 5899 622 22.
cityFlitzer are free and flexible: Reservations are only possible 30 minutes beforehand, you can decide the period of use spontaneously. The booking period begins at the time of reservation.
- What if I am late or want to extend my trip?
If you notice during the trip that you will be late and cannot return the car within booked time, inform the service centre immediately (069 . 5899 622 22). If an extension is not possible due to a follow-up booking and you still return the vehicle late, we will charge a lump sum for the cost of rebooking the following customer. A higher flat rate will be charged for delays without prior notification of the service centre. In 90% of cases, you can easily extend your booking with a timely call and only pay for the extra time.
- What has to be considered when travelling abroad?
International trips generally require the approval of book-n-drive.
- Trips to our Western European neighbours (Belgium, Denmark, France, Liechtenstein, Luxembourg, the Netherlands, Austria and Switzerland) are generally permitted. You can leave on the spur of the moment. However, we recommend that you register your trip with our customer service department so that we can clean and check the car before you leave.
- For journeys to all other European countries the following applies: You must register the journey with book-n-drive customer service beforehand and have it approved in writing, e.g. by e-mail. book-n-drive is entitled to refuse the reduction of liability in the event of damage without the corresponding authorisation. Please note that journeys to or through certain Eastern European countries (Albania, Bosnia-Herzegovina, Bulgaria, Kosovo, Moldova, Macedonia, Montenegro, Romania, Russia, Serbia, Turkey, Ukraine, Belarus) and all non-European countries (e.g. Morocco, Tunisia) are not possible due to the increased risk. Special permits for these countries will only be issued under special conditions and, if necessary, with certain conditions.
Please note the following information when travelling abroad:
- The original vehicle license and a warning vest are always in the car.
- As a customer you are responsible for compliance with foreign legal regulations (e.g. motorway vignettes, owner's certificate for export of the vehicle to Poland, replacement bulb set for the Czech Republic, bulb masking for Great Britain and Ireland, temporary winter tyre obligation in Austria, any additional warning vests required). book-n-drive will not assume any costs for this.
- If possible, please also use the DKV fuel card abroad, which is valid throughout Europe. Should you nevertheless pay for refuelling abroad yourself, please send the original receipt for reimbursement to book-n-drive, Service Office Rhine-Main, Rudolf-Diesel-Straße 5, 65719 Hofheim am Taunus. Please understand that we can only refund the net amount of foreign receipts, as we are unable to obtain a refund of foreign value added Tax.
- Can I take my pet in the car?
Yes, animals may be carried in suitable transport containers or in the luggage area with a suitable base. Please do not leave your pet on the cushions.
- Can I let someone else drive?
Yes, as long as you are sitting next to it, the driver needs a valid driver´s licence and is fit to drive. Cars that are booked on you may be driven by other book-n-drive customers even in your absence.
- What do I do if I have an accident?
In the event of an accident, please call our hotline on 069 . 5899 622 22. There you will receive all necessary assistance. After the accident, we need the completed and signed accident report within two days for the insurance and further claims.
- What should I do if my booked car is damaged or if the booster seat is missing?
If the car you have booked is actually not in perfect condition, please inform us directly on 069 . 5899 622 22.
- Can I smoke in the car?
No. The smell of smoke is bothersome to other users and to protect children in particular, it is not allowed to smoke in book-n-drive cars.
- Darf ich während der Buchung mein Privatauto an der Station zwischenparken?
Nein. Das Parken mit Fremdfahrzeugen auf unseren Carsharing-Stellplätzen (Stationen) ist grundsätzlich nicht erlaubt.
An manchen Stationen werden Bußgelder verhängt und auch Abschleppungen sind möglich.
- Darf ich das Auto in die Waschanlage bringen?
Klar! Wenn das Auto es nötig hat, dann kannst Du das gebuchte Auto in die Waschanlage bringen.
Nutze zum Bezahlen des Waschprogramms die in unseren Autos verfügbare DKV-Tankkarte, die sich in der dafür vorgesehenen Halterung im Handschuhfach befindet. Bitte nutze das Basic-Waschprogramm, wir übernehmen die Kosten für eine Autowäsche über maximal 10 Euro.
- Wie kann ich ein E-Auto während der Buchung zwischenladen?
Wenn bei längeren Fahrten ein Zwischenladen an der Ladesäule der Station nicht möglich ist, erlauben wir auch das Laden an den Ladepunkten, im europaweiten DKV-Ladeverbund (siehe Karte).
Die DKV-Ladekarte befindet sich in unseren Autos im Handschuhfach in der dafür vorgesehenen Halterung.
Für mit der DKV-Ladekarte gebuchte Ladevorgänge gelten strenge Zeitlimits. An Wechselstrom Ladesäulen (AC) gilt ein Limit von 210 Minuten, an Gleichstrom Ladesäulen (DC) dürfen maximal 90 Minuten geladen werden. Für Zeitüberschreitungen berechnet DKV Zusatzkosten in Höhe von neun Cent je Minute. Als Anbieter belasten wir den Verursacher solcher Zusatzkosten den von DKV berechneten Aufpreis, mindestens jedoch 7,50 Euro je Vorgang. Eine Übersicht der Aufpreise findest Du in den weiteren Preisen und Sonderbedingungen auf unserer Webseite unter „Downloads“.
- Was tun, wenn die Carsharing-Station durch einen Fremdparker blockiert ist?
Wenn der für unser Auto reservierte Carsharing-Stellplatz (wir sprechen hier auch von der „Station“) durch einen Fremdparker blockiert ist, dann stelle unser Auto bitte auf einem kostenfreien, zeitlich unbegrenzten, öffentlichen und jederzeit zugänglichen Parkplatz in der Nähe der blockierten Station ab.
Bitte kontaktiere uns sofort und teilen uns den Standort mit, wo Du das Auto abgestellt hast, damit wir den nachfolgenden Nutzer informieren können, wo das Auto entsprechend zu finden ist.
- Wie ist der Umgang mit Fundsachen?
Falls Du etwas in unserem Auto vergessen hast, ist es sehr wahrscheinlich, dass die Fundsache noch im Auto liegt. Daher empfehlen wir dir, das Auto per App oder Webseite zu buchen, um das Vergessene herauszuholen. So hast Du den vergessenen Gegenstand am schnellsten zurück.
Wenn der vergessene Gegenstand nicht mehr im Auto liegt, dann sende uns Nachricht über unser Kunden-Kontaktformular. Gebe in dieser Nachricht bitte deine Kundennummer an und beschreibe den Gegenstand kurz. Teile uns auch bitte mit, wann und in welchem Auto Du den Gegenstand hast liegen lassen. Wir prüfen dann, ob er schon bei uns eingegangen ist, und informieren dich dann entsprechend.
Wenn Du etwas im Auto findest, was der Vornutzer im Auto hat liegen lassen, dann kannst Du uns den Fund über die App melden. Die Person, die es vergessen hat, wird es dir danken.