A lift for everybody

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Our mission statementThe fundamentals of our service

A lift for everybodyWe create optimum traffic links and continuously expand the network for the approximately 800,000 inhabitants living in our service area. Our modern transport system forms the backbone of this metropolis. This is the share we contribute to ensuring the sustainability of this region.

Competence in a strong teamOur employees are our strongest asset. More than 2000 people are working to keep operations rolling day after day. Whether in the drivers’ cabs, at the control centre, in the workshops, along the routes or in our offices, quality is our top objective. To make this happen, management and employees are working together on a partnership basis.

Our focus is on the passengersWe want our passengers to reach their destination no matter whether they go for work or for an excursion. We want everyone who boards our buses or trains feel comfortable in clean vehicles and neat stations where you find useful information which helps you to travel safely.

On time, safe, reliableWhen travelling with us, you will reach your destination safely and on time. That’s what about 700 rail line drivers ensure in about 350 vehicles every day on 20 underground and tramway lines.

Business and environment going hand in handYou will not survive in the market in the long run unless you keep an eye on your costs. And you will not induce people to leave their cars at home more often unless you provide an attractive transport network for them. That’s why we believe that, as a matter of course, being friendly to the environment goes hand in hand with a high level of productivity.

Being up-to-date is our traditionSince the introduction of one of the first electric tramways back in 1884 and the use of low-floor vehicles for buses and trains, local transport in Frankfurt has always relied on technical innova-tions and a full range of services.

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A lift for everybodyVGF provides the alternative to using cars for about 800,000 people living in our service area and for approx. 300,000 commuters.

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Having more than 700,000 inhabitants Frankfurt am Main is the largest city in the Rhine-Main area, Europe’s strongest region in terms of business. Its famous skyline marked by the skyscrapers of major banks and corpora-tions symbolizes the city’s economic power. Frankfurt is one of the most important global financial centres and the headquarters of the European Central Bank.

The Frankfurt Stock Exchange is one of the largest as is the Messe Frankfurt trade fair. Each year about 100 shows are held here and convert Frankfurt into a global exhibition location welcoming more than 3.3 million visitors.

Attractive local transport is the lifeline of every city. Having a powerful and reliable transport service both keeps people mobile and provides an alternative to private motor traffic and the environmental impact it causes. About 350 vehicles are in service on nine

underground and eleven tramway lines. This enables VGF to carry just under 164 million people per year and makes sure that everybody gets a ride in Frankfurt.

But just offering a wide network of lines is not enough to maintain customer loyalty. Today passengers expect a high level of comfort in every respect, whether in terms of information, station and vehicle facilities, efficient organization and services which are closely in touch with what customers need. Only by provid-ing optimum traffic links, short travel times as well as vehicles and stations, which are clean and safe, can we make people choose to more often leave their cars at home and board public means of transport.

We are sure that a consistent focus on customer needs helps to make certain that many of Frankfurt’s inhabit-ants and visitors enjoy boarding our trains and buses.

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14,200hours worked per day

4rail vehicle workshops

787transport service

employees

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Safe and on-timeOur employees are our strongest potential.

Many different facets are involved in providing local public transport services. Our employees are working hand in hand to guarantee VGF’s success in every area including transport operations, sales and customer service, operations control centre, security service, workshops, infrastructure, system engineering, station management and general administration. Without their commitment and motivation, we could not offer attractive and efficient transport services.

Each employee, in his or her respective area, makes certain that operations run smoothly and keeps the focus on the satisfaction of our passengers. Rapid technical development requires people to work with individual responsibility and to keep abreast of new technologies. Every employee active at VGF is ready to learn new things, to keep enhancing his or her skills on a continuous basis and to contribute their knowledge and experience to this compa-ny every day, thus allowing us to constantly improve our services.

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Capital expenditure worth millions for Frankfurt VGF helps you get REALLY far.

Reliability, punctuality, cleanliness, safety and service are the top priorities for our passengers when travelling to work, school, university, cinemas, theatres, stadi-ums and museums every day. To guaran-tee this, we have constantly developed and expanded our services during the last few years. More stops and stations are being made attractive and convenient by installing glass shelters, modern benches, dynamic passenger information displays and illuminated information boards.

VGF is not only one of the city’s largest employer but also spends millions of euros on building new facilities, and moderniz-ing or maintaining its stationary infrastruc-ture or rolling stock every year. Among other projects this includes the two new U8 and U9 city rail lines and the tramway lines no. 17 and 18, as well as an exten-sion to another city rail line which is under construction.

In the next few years we will continue to invest in the expansion of our line network and in convenient vehicles to make certain that Frankfurt’s mobility will be guaranteed in the future as well. VGF is also spending capital continuously in order to replace escalators and retrofit lifts in older underground stations and to im-plement the concept of allowing all pas-sengers convenient access to its vehicles and stations. To contribute to this effort, older station platforms are being rebuilt at a higher level or tracks are being lowered. The purpose is to allow people to get on and off any vehicle without having to climb any steps and ensure barrier-free transfer at every station in VGF’s network.

The design of the modern low-floor tram-ways provides a high level of convenience for all, as well as meeting the needs of passengers with reduced mobility. Wide double doors allow barrier-three access. A mechanical ramp is available to assist wheelchair users.

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Cameras are used both for station and for track monitoring

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Arrive comfortably and safelyWell trained personnel and up-to-date equipment make certain that you can feel safe in every respect while waiting at our stops and stations or when travelling in our trains.

Our “Safety & Service” project is at the core of this approach. To provide quicker assistance to our pas-sengers, it includes the installation of video cameras as well as info and emergency call columns at every underground station located underground and at a large number of stations above ground.

The cornerstone of this project is the “Security and Safety Centre” which controls the cameras, receives emergency calls and information requests from the columns especially installed for this purpose, and moni-tors stations, operating facilities and tunnel entrances as well as coordinates the interventions of the security service around the clock. An increasing number of the modern underground trains and tramways are being equipped with video cameras.

The security service monitors operations from the “Security and Service Centre” on a 24 hour basis. A total of 120 security guard members take turns in teams working three shifts around the clock to guarantee proper service and security and also to accompany many underground trains running after 9 pm.

Apart from performing conventional security duties, their foremost role is to provide service. Security guard members help to carry heavy pieces of luggage, admin-ister first aid and, as they come from various countries, can often answer the many different questions our pas-sengers ask in several languages. To see the languages an employee speaks, just look at the country flags on

their name badges. As a matter of course, assisting mobility-impaired passengers is also part of their every day duties. Our ticket inspection employees and passenger attendants are always ready to answer any question asked by our passengers. You can recognize them by their conspicuous uniforms and they will be pleased to help you. Of course, these employees also wear name badges displaying small country flags. Being in contact with our customers more than three million times per year, the inspection and security service employees are a major support for VGF’s services.

Apart from the service departments, modern control and communication systems as well as electronic signal boxes are key to safe and efficient operations. They help to keep local transport attractive and maintain a low price level.

The intermodal transport and control system (ITCS) displays the current situation of operations and allows radio communication on the line sections running above and below ground. All facilities available for passenger information in vehicles, at stops or stations interact with the passenger information desk attended by one employee who controls the information given to passengers, public address announcements or the texts shown on display panels. Another employee reg-isters any fault which may occur in any transport facility such as, e.g., lifts or escalators, and takes the steps necessary to ensure prompt repair.

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Cameras are used for station and track monitoring.

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120Security guards keep up order.

500,000 people use VGF every day. They represent 74 percent of Frankfurt‘s inhabitants.

159Info columns are available to our passengers.

VGF lifts carry a maximum of 7 persons each and can lift 23,100 kg at a time. This corresponds to the weight of nine large and one small Indian elephant.

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74 %

VGF‘s escalators would be enough to go up and down the Feldberg mountain.

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164 million passengers per year: This is more than the number of people living in Russia.

230 kmis the length of the lines run by VGF. This corresponds to the circumference of Gran Canaria.

795Stops for tramway, city railway and buses are attended by VGF.

256City trains

112Tramways

30,000Passengers take the historic Ebbelwei Express to learn more about Frankfurt every year.

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We keep Frankfurt mobile – in every situation in life.VGF informs and accompanies its passengers on every step – and, if desired, also from door to door.

Display panels are installed at stops and stations. So-called dynamic passenger information panels list the next three or four departures for our customers, indicating line number, destination and the number of minutes to wait for the next departure. If required by a particular traffic situa-tion, additional information will be provided by the crews, in a text line display, or over a public address system if available at the station or, since August 2011, via Twitter and Facebook.

If any underground train or tramway cannot continue its trip as scheduled, e. g., due to any accident, parking offender or technical trouble, VGF will make certain that its passengers can continue their journey by bus or taxi. These replacement vehicles will be identified by flags saying “Ersatzverkehr im Auftrag der VGF” (replacement service by order of VGF) on their side windows. They will stop at a safe place near the corresponding station or stop (e.g., at the roadside or at the next bus stop). Taxis will be commuting along the route section disturbed and will, as a matter of course, be free of charge for our passengers.

Our personnel assistance service is also free of charge and available to all passengers who require active help for travelling on public

transport, i. e., mainly senior citizens and persons whose mobility is impaired even on a temporary basis and who need support and help to find their way on busses or trains. To use this service, customers can simply call and indicate their pre-ferred time by phone. If you live in Frankfurt, the assistance service will pick you up at the door of your flat at the appointed time, take you to your destination and, of course, back to the door of your flat. If necessary, your assistant will also operate the ticket vending machine for you.

The taxi call service is intended to benefit those passengers who do not live near any stop or station. When boarding these passengers can tell the driver at which stop they want to arrive. To avoid having to walk a long distance, a taxi will be waiting at that stop.

The employees attending the info bus, which regularly stops at different places in Frankfurt’s city area, are ready to answer questions about traffic links, fares or changes in the timetable, sell selected tickets and also listen to complimen-tary or critical remarks.

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The future needs a solid foundation.When it comes to environmental protection, public local transport is an indispensable supplement to private motor traffic.

To consistently improve the environmen-tal impact of our means of transport, we use new technologies including the installation of filters and silent brakes, the consumption of low-emission fuels and the use of other low-pollutant substances in our workshops. To this end, we have al-ways relied on technical innovations while also upholding our traditions.

Since 1977 the Ebbelwei-Express, an old timer tramway named after a traditional Frankfurt beverage, has been circling through the city wearing its colourful livery while passing many sights and cider taverns.

More than one and a half million passen-gers including tourists from all parts of the world have already enjoyed this pleasant journey, sipping cider, cracking pretzels and listening to music. The information on the sights along the route is not only given personally by the collector but is now also available through a podcast which can be

downloaded from the Internet directly to mobile phones and is also available via QR codes inside the vehicle.

Our transport museum located in Schwanheim in the southwest part of the city on a floor space of 3900 sqm, and easily reached by tramway line no. 12, is inviting visitors for a walk which guides them through the exciting history of Frankfurt’s local public transport. Here you can marvel at 30 carefully restored original exhibits along with the first horse car used by Frankfurt’s tramway company in 1872 as well as models of current vehicles.

In the former car sheds, you can also find historic network plans, tickets, signal in-stallations, motors, uniforms and even an old public transport shelter. The museum offers changing exhibitions displaying new and exciting exhibits from time to time. For more information, please go to www.hsf-ffm.de.

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Social mediaWe are always available to our passengers on the Internet as well.

Buses and trains are communication locations or, as you would say today, “places for social networking”. Here you can meet other people. Here you can learn something new. Here you always see something new. As a matter of course, we are also providing the following service to our passengers on the Internet.

Twitter: The platform for those who know beforeA maximum of 140 characters. That‘s all this news service will allow and you don‘t need more to get quick information on the most important things. Follow us on Twitter and be among the first to know what‘s up in local transport. www.twitter.com/vgf_ffm

Facebook: The place for those who like to knowHow many friends have you met on busses or trains, how many kisses have been exchanged and how many topics have been discussed? We don‘t know. But we do know that, to easily get in touch with us and, most of all, with other VGF aficionados, you just have to use Facebook. www.facebook.com/VGFffm

YouTube: The channel for those who like to seeVGF means to move, and YouTube is the perfect channel for moving stories and moving images. Here you can look behind the scenes. Here you can see how others see us. You see its always worthwhile to have a look. www.youtube.com

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We are pros in the workshops tooVGF’s “Stadtbahn-Zentralwerkstatt” cover the full range of technical services needed for rail-bound local public transport vehicles – offering consulting, planning and design, ongoing project supervision, commissioning and maintenance.

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The services our workshops provide

D Component maintenance

D Repair after accidents

D Component part manufacture

D Vehicle conversion

D Repair and maintenance of

rail vehicle equipment on

rail-road vehicles

D Component part and vehicle

paintwork

D Screen printing and adhesive

film lettering

D Engineering for local public and

regional rail transport

The “Stadtbahn-Zentralwerkstatt” is the core of our services. These workshops have two tracks for repairs after accidents, eight tracks for vehicle conversion, eight tracks for repair and maintenance, another fifty metre long track for servicing and maintaining new city trains, three tracks to prepare for paintwork, one paint shop and two tracks for glass-fibre reinforced plastic repairs. We also have a circuit for performing test runs over an area of 22,000 sqm. Our workshops are fully equipped with the corresponding special tools, diagnostic instruments and the related software.

Our central infrastructure workshop has specific vehicles for performing slot cleaning and track care. This department is welding rails, preparing signposts, running a joinery and a fitter’s shop and makes sure in many ways that Frankfurt’s infrastructure remains up and running.

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Passenger service

VGF-customer centreKurt-Schumacher-Straße 860311 Frankfurt am MainPhone: (0 69) 2 13-03info@vgf-ffm.de www.vgf-ffm.de

Subscriber servicePhone: (0 69) 1 94 49aboservice@vgf-ffm.de

Passenger assistance serviceOrder acceptance: Mon – Fri 8 am – 4 pmPhone: (0 69) 2 13-2 31 88

Fare refunds, problems with ticket vending machinesPhone: (0 69) 2 13-2 24 93info@vgf-ffm.de or at the VGF ticket centres

Safety & service centreAvailable around the clockPhone: (0 69) 2 13-2 27 08

Passenger information and complaintsPhone: (0 69) 24 24 80 24

Social mediawww.facebook.com/VGFffmwww.twitter.com/vgf_ffmwww.youtube.com

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Edited bySylvia Voß, VGF-Unternehmenskommunikation

Concept and design werksfarbe.com

PhotographyDominik Buschardt

Print Druck- und Verlagshaus Zarbock

Legal notesPublished byVerkehrsgesellschaftFrankfurt am Main mbHUnternehmenskommunikationKurt-Schumacher-Straße 860311 Frankfurt am MainPhone: (0 69) 2 13-03E-mail: info@vgf-ffm.dewww.vgf-ffm.dewww.facebook.de/VGFffmwww.twitter.com/vgf_ffm