Registration and logging in
How do I download the HEAT App?
The HEAT App runs under iOS- (from Version 12 on) and Android phones (from Version 6) and can be downloaded free of charge from the relevant store. Just enter the search term “HEAT” or click on the link for it on our website.
How do I register in the HEAT App?
It’s fast, simple and doesn’t cost anything: after starting the App, click on „Register“, enter your e-mail address and choose a password. Then you only need accept our Conditions of Carriage and the data privacy regulations – and you are almost cleared to go. After that we will send you an e-mail with a verification link to confirm your e-mail address. Just click on that and your registration is completed. After that your ticket, valid for repeated journeys at any time on the HEAT vehicle, is waiting for you in the App.
Do I have to make a new registration for every journey?
No, you can log in at any time with the data you have already registered and use the HEAT minibus. You will find your ticket in the App. It is valid for repeated journeys and for all HEAT services. If there should be any changes at any time our Conditions of Carriage or the data privacy regulations, you will need to confirm acceptance of them again before beginning your journey. But don’t worry, we will give you plenty of warning of this in the App!
I haven’t received a verification e-mail. What shall I do now?
No problem! Please look first in your spam folder to see whether our e-mail has erroneously landed there. If you still haven’t received an e-mail from us, you can send a repeat request for this without any problem in the App. Log in to the HEAT App and you will find the relevant button there.
How can I delete my account?
Oh, what a pity you want to leave us! But of course we will do as you wish and delete all your data in the App and on our server at once. Just log into the App and navigate to your account. There you will find the button “Delete data”. Bye, and hopefully see you soon again!
How can I change my data?
Since you do not need to give us any personal data, but only register with your e-mail address and a password, it is unfortunately not possible to change your data. If you nevertheless want to change your e-mail address, you need to delete your account and make a new registration.
How can I see the data privacy regulations?
You can find the data privacy notice in the section “Information” under “Legal information” and “Data Privacy Notice”.
Can a second person also be registered in the HEAT App?
No, that is not possible. Each person needs their own account in the HEAT App. The only exception is minors travelling with a parent or legal guardian.
Does my ticket expire when I close the App?
No! You can log in again at any time and then travel with the HEAT minibus. Your entitlement to do this only expires if the Conditions of Carriage should change and you have forgotten to confirm these. If such a change takes place, we will inform you in the App. After that read the new Conditions of Carriage and confirm acceptance. Your ticket status will then switch from red to green and you can get on. You will find your valid ticket in the App.
Questions about the transport service
Can I also use the bus if I have no smartphone?
Yes, as an alternative to registering in the HEAT App you can download the forms necessary for accepting the Conditions of Carriage and the data privacy regulations at hochbahn.de/heat. Just hand the filled out forms to the vehicle attendant before you get on. If needed, they can also provide the forms to you on the spot.
How much does a journey with HEAT cost?
The service can be used free of charge. Passengers only have to register in the HEAT App or alternatively via a form before they begin their journey. They then have a ticket with unlimited validity in the App.
How many passengers can travel at the same time?
There is room for a maximum of seven persons at the same time in the HEAT bus, five seated and two standing. If a wheelchair is carried, that means that three further passengers have places besides the wheelchair user.
Do I have to wear a seatbelt?
We would ask you to use the seatbelts which are available on some seats. On seats without seatbelts and on the designated standing places, please make sure that you have a secure grip to prevent falling while the vehicle is moving. Since the vehicle may brake suddenly and sharply, seated passengers should not leave their seats until the vehicle has completely come to a halt.
Can children use the service?
Children under 13 must be accompanied on the entire route by a parent or legal guardian, who is responsible for supervising their behavior.
Young people between 13 and 18 can travel by themselves, provided they bring a consent of their legal guardian with them on the ride. A corresponding form can be downloaded at hochbahn.de/heat.
Can I take animals on board?
We would like to ask you, out of consideration for other passengers, to refrain from taking animals on board with you. The exception to this is guide dogs or assistance dogs, which may accompany a visually or otherwise impaired passenger.
Can I take luggage with me?
You are welcome to take lightweight hand luggage such as a rucksack or handbag on board with you. Larger items of luggage can unfortunately not be carried during the trial service. This includes in particular (folded) bikes, tandems, tricycles, e-scooters, children’s walking bikes, cargo bikes.
Can persons with reduced mobility use the service?
Our vehicles provide barrier-free access. As a wheelchair user you can fold up the middle bench seat and position your wheelchair in the vehicle and secure it there with the back to the direction of travel. The vehicle attendant will be happy to help you if needed.
Can I take wheelchairs, walkers or prams on board?
It is up to the operating staff to decide on a case-by-case basis whether prams, pushchairs, wheelchairs or walkers may be carried. We cannot give a guarantee that they can be carried in every situation.
Can I eat or drink on the HEAT bus?
Sorry, but eating or drinking while on board is not permitted. It goes without saying that smoking of any kind is also prohibited.
I have found/lost an item in the vehicle. Who should I speak to?
If you find items which someone has left behind, please give these directly to the operating staff on board.
We pass on all items which we find in the HEAT vehicle or at the bus stops to the City of Hamburg lost-and-found office.
For that reason, please get in touch with the staff there. The address is:
Zentrales Fundbüro der Freien und Hansestadt Hamburg
Bahrenfelder Straße 254–260
Telephone 040/4 28 11-35 01
Can I get off the bus whenever I want?
Our vehicle stops at all the designated stops without any action being required from you. You can get on and off there. In an emergency, speak to the vehicle attendant. The doors can then be opened directly using a switch inside the vehicle.
Questions about the HEAT minibus
Is there an accompanying person in the minibus?
Yes, a vehicle attendant will be on board for every journey. They monitor the autonomous driving and can intervene immediately if needed. If you have any questions or need help, you can speak to them. But please do not do this while the vehicle is moving.
Does the minibus have barrier-free access?
Yes, the vehicle has barrier-free access, can be entered without any steps and also has a ramp for wheelchair users.
Does the HEAT minibus have air-conditioning?
Yes, the bus has an air-conditioning system, which can provide heating as well as cooling.
How fast is the minibus?
The HEAT vehicle drives at a speed of up to 25 km/h.
Who is the operator?
Hamburger Hochbahn AG.
Can the minibus run in all weathers?
Services may be interrupted at short notice in the case of bad weather such as thick fog, heavy rain, high winds or snow and ice.
Does the bus recognize all road signs and traffic lights?
Optical recognition of traffic lights and road signs is technically problematic and prone to errors. For that reason our vehicle communicates digitally with the sensors and traffic lights along the route. The road signs are stored in a digital map which is accessed by the bus.
Why are there surveillance cameras on board the HEAT bus?
These cameras are only installed for your safety. In an emergency the HOCHBAHN control centre can switch the cameras on and make a loudspeaker announcement.
General questions on the HEAT project
What does HEAT stand for?
HEAT (Hamburg Electric Autonomous Transportation) is a research and development project in which HOCHBAHN, together with other partners, is running a trial of the first driverless minibus service in Hamburg public transport. In this we are quite consciously striking out into unfamiliar territory, for which the HafenCity is the ideal test environment.
Why driverless transport?
HOCHBAHN has been getting Hamburg where it wants to go for 100 years. With the first underground railway just as much as the first electrobuses in the city. And of course we never stop testing and developing our transport systems on an ongoing basis. That is why we are trialling the new driverless vehicle technology in order to sound out what possibilities it may present for your future public transport in Hamburg as well as for even more flexible mobility options.
What objectives are we pursuing with HEAT?
With this project we want to …
- find out whether driverless minibuses are suitable for use in a public transport system and how they might be able to supplement the options already on offer to you from HOCHBAHN
- gather first-hand experience running a service with driverless vehicles
- define the requirements for vehicle technology and the road infrastructure framework
- and develop the technology further and create greater acceptance for driverless services
How does driverless transport work?
Operating the HEAT service involves an interaction between the vehicle, the road infrastructure and the HOCHBAHN control centre. That is why the HEAT bus is equipped with various components such as surveillance cameras, radar and laser measurement as well as card data. There is complete-coverage networkinAg using sensors and digital communication along the entire route. And in addition the vehicle is permanently monitored by our employees here at HOCHBAHN.
What is the timeline for the project?
We are increasing the degree of automation over three phases. HEAT was launched in 2019 on a test route without passengers at a speed of 15 km/h. In Phase 2, HEAT will run with passengers on board with the minibus travelling at up to 25 km/h and stopping at fixed stops. In the final trails scheduled for 2021 the minibus will run on an extended test route of 1.8 km.
What other partners are involved in the project besides HOCHBAHN?
• German Aerospace Centre (Deutsches Zentrum für Luft- und Raumfahrt (DLR)), Institute for Traffic Systems Technology (Verkehrssystemtechnik): accompanying research
• Freie und Hansestadt Hamburg (City of Hamburg): Depart for Transport and Mobility Planning (Behörde für Verkehr und Mobilitätswende (BVM), traffic planning by the Hamburg Department of Roads, Bridges and Water (LSBG), realization and operation of the necessary infrastructure systems by Hamburg Traffic Installations (HHVA), clarification of the legal requirements by the Department for Internal Affairs and Sport (Behörde für Inneres und Sport) (BIS)
• hySOLUTIONS: deals with all questions and tasks in connection with the topic of electromobility, success monitoring and the technical and administrative coordination with the funding agency
• Ingenieursgesellschaft Auto und Verkehr (IAV): design and development of the vehicle; development and integration of the autonomous driving technology in the vehicle and the integration of the infrastructure data in the total field information flow for the autonomous operation of the minibus
• Institut für Klimaschutz, Energie und Mobilität (IKEM): examination of new operating and business models, legal support in obtaining permits and approvals
• Siemens Mobility GmbH: road infrastructure, safety and transport efficiency
Are there sponsors for the project?
Yes, the HEAT project is sponsored by the German Federal Ministry for the Environment, Nature Conservation and Nuclear Safety (Bundesministerium für Umwelt, Naturschutz und nukleare Sicherheit (BMU).