BVG app switches off passengers: hacker alarm instead of help!

BVG app switches off passengers: hacker alarm instead of help!

Berlin, Deutschland - Not every passenger of the Berlin transport company (BVG) has the feeling of being welcome there. The BVG app, which is essential for the use of public transport in Berlin, recently caused plenty of resentment. Users reported that they were denied the login in the BVG Fahrinfo app. The reason for this? The app incorrectly classified the requests from passengers as attacks and treated them like potential hackers. This knowledge throws a disturbing light on the digital user-friendliness of the largest municipal bus and rail operator in Germany, which was used last year for 1.12 billion trips.

The BVG app is used to research driving connections and acquire tickets. But on a Tuesday, the inquiries from a user who was looking for information about his route remained unanswered. Instead, he received the frustrating notification of the chatbot that there is a fault in login. "Unfortunately, there are currently sporadically technical problems with login and registration," was the short information. On request, Nils Kremmin, a spokesman for the BVG, announced that the cause of the problem has now been remedied. "In this specific case, the protective mechanism of our app incorrectly thought some passenger inquiries," he said.

technical problems and user -friendliness

The temporary failure of the login remains annoying for the users, because stability is fundamental so that the app can meet its function and relieve the BVG in the real world. "Our passengers should be on the move with us without restrictions," emphasized Kremmin, while pointing out the need that the app works reliably. But these technical disorders are not new. As early as September 2024, an editor of the Berliner Zeitung reported problems with the BVG app that she had to experience. "Tickets disappear from the app, the payment function does not work and the service hotline is a farce," is an unfortunate finding.

In her experience report, the editor described that her properly bought Germany ticket was suddenly no longer displayed in the app, while checking imposed an increased fee for the increased transport fee for 60 euros. "This happens more often," she was informed by a controller. Long loading times when buying a ticket and unreliable information about departures contributed to the general dissatisfaction of the users. An average rating of 1.4 on a scale from 1 to 5 shows the widespread dissatisfaction with the application.

Answers from BVG and outlook

The BVG reacted to the criticism and explains on Google's evaluation page that the feedback is taken seriously. "The new version is not too popular," writes the company. "We do everything we can to get the app back on track." Particular attention is paid to the new functionality, which was introduced in the summer of last year with a fundamental renewal of the app. Despite a two-month test phase, there were also disturbances in the new application, which are often quickly remedied according to the BVG team.

For users who want to buy tickets via the BVG app, there is also specific information about 4 trip tickets. When buying, users can deselect the first ride on the +/-button or add further trips for fellow travelers. The paid sections are displayed under the menu item "Tickets", and users can activate the individual sections after they have explained them.

The many difficulties and inconvenience that the BVG app brings with it raises the question of what the next unpleasant surprise could be for the users. Experts and passengers hope that improvements will be made quickly to regain confidence in the digital solution of the BVG.

For detailed information see Berliner Zeitung and bvg