FAQ
Carsharing

There might be several reasons why certain information is not displayed. It could be that there are no cars in your area at that particular time. Or that your Internet connection is not stable enough to load cars. If you think it is due to a technical error, please contact hvv switch customer service.

While some services that you can purchase in the hvv switch app are debited from your PayPal account straight away (like hvv tickets, for example), in the case of other services an amount is authorised with PayPal at the moment of the binding booking. In the case of MOIA, this is the fare, which you are shown before the journey begins. In the case of sharing services, this is an amount that is charged at the actual end price after the rental has ended. For technical reasons, it might be the case that after cancelling a booking for free the reserved amount will remain in your PayPal account for some time, even though no costs have been incurred. This authorisation will be deleted again without a debit being made, after a period of 28 days at the latest.

If a car is not locking properly, this might be due to several different reasons. Please contact the customer service of the carsharing provider and they will be glad to assist you further.

Please contact hvv switch customer service.

Once in the Car Return area of the SIXT station, please take the car key out of the glove compartment, end the rental as usual using the app and then lock the car afterwards using the car key. Please return the car key to the key safe or hand it in at the SIXT counter.

SIXT stations are not marked separately on the map in the hvv switch app. Please therefore make sure you know the address of the station you want to return the vehicle to before you start your journey if you want to end the rental at a SIXT station. When you arrive at a particular station you can then follow the Car Return signs.

Please note that if you drop off your car at a SIXT station, you will be charged an additional fee by SIXT share. The rates for this can be found in the SIXT share rate overview. Please also be aware that not all SIXT share rates are valid when using hvv switch. Only the functionalities of the connected partner services offered in the app can be booked using the hvv switch mobility platform.

SIXT share

offers its rental and drop-off service at Hamburg Airport and other airports where SIXT has a service region. This service is subject to additional costs. You can find out at SIXT share which locations cost extra to have vehicles rented from or returned to, as well as what costs are involved. Please note that not all SIXT share rates are valid for hvv switch. Only the functionalities of the connected partner services offered in the app can be booked using the mobility platform hvv switch.

You will find the SIXT share station at Hamburg Airport in the multi-storey car park at the P2 terminal.

MILES

offers rental and drop-off at Hamburg Airport and other selected airports located within their business areas. When your ride ends at one of the airports, the barriers to the parking deck will open automatically, pulling a ticket is not required. Please note: For the use from or to the Hamburg Airport MILES charges an airport rate of currently 6 euros and SHARE NOW 6,99 euros. Further information can be found here.

The vast majority of e-cars are started by stepping on the brake and then pressing the start/stop button or using the car key as usual (depending on the model and car sharing provider). Note that e-cars are very quiet while driving and therefore other road users hardly hear them. To avoid high battery consumption, it is recommended to use devices with high energy consumption, such as heating, air conditioning or radio, as sparingly as possible.

Firstly, we hope that everyone involved is okay. If not, please contact the emergency services before anything else. In the event of an accident or damage to the vehicle occurring, the following must happen: All accidents or occurrences of damage must be reported to the police immediately, regardless of whether it was caused by you or a third party. Even if no third party was involved.

In principle, any accident or damage event must be reported immediately to the police (110), regardless of whether it was caused by you or a third party. Even if no third party was involved. As a renter of a SIXT share, MILES car (or a TIER eScooter), you are obliged to ensure that the respective partner receives all the information necessary to assess what is happening. Therefore, contact the respective customer service immediately by phone on site. Do not leave the scene of the accident until you have done so.

Please get to safety and provide first aid if necessary. If possible, secure the scene of the accident. Then call the police as soon as possible. Only then contact the relevant customer service of the respective car sharing provider - via the button in the hvv switch app.

You have a flat tire or something similar? Please contact the customer service of the respective car sharing provider.

Procedure at SIXT share:

Even in the event of an accident or damage event, the rental ends only after the return of the vehicle. If the car is no longer roadworthy or roadworthy, the rental ends after consultation with the customer service with the handover to the towing company. Send your written accident report or the completed SIXT damage form – at best with photos of all damage and the location of the incident – to the SIXT share customer service. Be sure to inform SIXT share about the police file number. Please check the terms and conditions of SIXT share for a detailed procedure in the event of an accident or damage event.

Procedure at MILES:

You are obliged to report any accident by telephone to the police (110) and miles customer service. This is a requirement of the insurance and an integral part of the GTC.

If you do not report the accident to the police, you will commit a contractual penalty and you will be threatened with a penalty fee in accordance with our Price and Cost Regulations (GTC). After you have informed the police and also the MILES customer service, you should do the following:

Take photos of the accident:

• Accident site
• MILES vehicle
• enemy vehicle (+ license plate) / fence / object / other obstacles etc.
• Photo of the file number of the police

The rental must be terminated immediately after an accident.

• You will then receive an accident report by e-mail in a timely manner.
• Just follow the instructions described in the email.

Procedure with SHARE NOW

Step 1: Call the police on 110

Step 2: Wait until the accident has been recorded

Step 3: Contact SHARE NOW customer service

For SIXT share, MILES and SHARE NOW the following applies: You can transport your pet in a transport box in the trunk. Please make sure that you leave the car as you found it.

In order to drive with our car sharing providers, you must fulfill the following points for safety reasons:

• Hold an EU(EEA) /Swiss driving license for at least 1 year.
• Driving license must be valid for at least 28 days
• MILES: Be at least 18 years old or older
• SIXT share: Be 21 years or older
• SHARE NOW: 18 years or older