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Find answers to your most important questions.

Refueling

Do I have to refuel the Mobility vehicle?

Mobility vehicles should be returned with the fuel tank at least one third full at the end of a reservation. It costs you nothing to refuel. Simplay use the fuel card in the vehicle as payment method. If you paid for the refuelling yourself, please post the receipt to our address (Mobility Genossenschaft, Suurstoffi 16, 6343 Rotkreuz) or scan and email it to office(at)mobility.ch. We will credit the amount to your account, and this will appear on your next Mobility invoice.

--> Business customers have to send us the original receipt by mail together with the form repayment for fuel (PDF).

Free refuelling: Depending on the on-board computer, the fuel card is located in the on-board computer, in a holder in the glove compartment or in a separate folder in the glove compartment.

  • On-board computer: pull out the fuel card with the ignition off. The PIN code appears on the display – you can proceed to refuel.
  • Holder in glove compartment: remove the card from the holder with ignition off – to do that push the button on the backside of the holder. The PIN code appears on the display – you can proceed to refuel. After refuelling, please press the "Esc" button on the on-board computer and insert the card back into the holder.
  • Folder in glove compartment: remove the fuel card from the folder in the glove compartment. The PIN code is affixed to the folder - you can proceed refuel.

The fuel card can only be used in Switzerland, and only at filling stations whose logo it bears (e.g. Shell logo = Shell filling station).

Do I have to refuel the Mobility Go-car?

You do not have to worry about this – we make sure all Mobility Go-cars are filled up on a regular basis. If it does happen that you need fuel, there is of course no charge to you. Send us the fuel receipt by post to our address in Rotkreuz (Mobility Cooperative, Suurstoffi 16, 6343 Rotkreuz) or by e-mail to office(at)mobility.ch. We will credit the amount to your Mobility customer account.

Rates and charges

I have collected a fine. What happens now?

In Switzerland, the police of the canton in which the traffic contravention took place, contacts Mobility to obtain the details of the driver. We pass those details on to the police. For this there will be an administrative charge of CHF 25. You will receive the fine from the police directly.

What do the rates include?

Our time rates and kilometre rates include everything: fuel, servicing, repairs, insurance, administration, Swiss motorway toll sticker, tyre changes, parking space rental and VAT. The rates for business customers are shown without VAT.

How are the costs for Mobility reservations calculated?

The costs are based on the kilometre and/or time rates for that particular vehicle category. On long journeys Best Price automatically takes effect. For every One-Way rental with Mobility One-Way, a One-Way supplement of between CHF 7 and CHF 29 is charged.

Insurance

What is my insurance cover as a Mobility customer?

As a Mobility customer you are fully covered by third party, comprehensive and passenger insurance in the event of a loss event.

Insurance private customers
Insurance business customers

Can Policy Deductible 300 cover persons in a partnership or residing in the same household?

No, each Mobility customer must obtain his or her own Policy Deductible 300. Such cover is issued on a per-Mobility number basis.

How much is the policy deductible/excess per loss event?

The policy deductible/excess is up to CHF 2’500 per loss event. By obtaining a Policy Deductible 300 you can reduce your policy deductible/excess to a maximum of CHF 300. New and young drivers are subject to surcharges.

Reserving

Can a Mobility customer open or drive a vehicle that has been reserved by another customer?

In general, it is permitted to take turns driving at any time, provided the reservation holder is in the vehicle and the driver is also a Mobility customer.

However, a rental start group is only reserved for those customers who belong to the same tariff group and live at the same address. This means that you can use reservations for each other without the reservation holder travelling with you. As a main member and co-member, you are automatically part of a group and may initiate reservations reciprocally.

Under no circumstances may a person who is not a Mobility customer drive a Mobility vehicle. You can register for membership on our website.

Are there minimum or maximum periods of use for Mobility vehicles?

The shortest period is one hour, commencing or ending either on the hour or the half-hour. The maximum period is usually 16 days or, at Mobility stations with only one vehicle, three days. Customers needing a car for a longer period can benefit from special rates offered by Mobility’s car rental partners Europcar and Hertz. Exception: Mobility-Go. This offer can be used without limitations.

Can I return my vehicle to a different Mobility station?

For instance, can a Mobility vehicle be collected in Lucerne and returned in Geneva? One-way hires are only possible with Mobility One-Way. Mobility Return vehicles must, however, be returned to their original location.

How can I reserve a particular vehicle model?

You can reserve vehicle categories, but not specific models. Exception: Mobility-Return. There you can reserve a specific model of car in the Emotion and Premium category.

Before driving off

Before commencing my reservation I discovered damage to the vehicle. What should I do?

You are required to report any damage to cars and scooters to the 24h Service Center on 0848 824 812 without delay.

How do I open a Mobility vehicle?

Hold your Mobility Card or your SwissPass against the checkpoint on the windscreen until the central locking opens automatically.

What should I do if the vehicle is dirty?

Since we cannot clean the vehicles in the car sharing system after every reservation for logistical reasons, we are dependent on the assistance of our customers. Any soiling you have caused yourself must therefore be removed at your own expense.

Dirt that emerges during normal use of our vehicles can, however, occur. We therefore clean our vehicles regularly.

Please report heavy soiling by telephone 24h Service Center 0848 824 812, so that we can react immediately. In a serious case we can also search for an alternative for you.

What happens if my reserved vehicle is not at the Mobility station?

Please call our 24h Service Center on 0848 824 812. We will then help to resolve the issue as soon as possible.

During the trip

What should I do if I am involved in an accident?

A detailed check list and other documentation may be found in every Mobility vehicle in the in-car document wallet located in the glove box.

In general:

  • Keep calm
  • Secure the scene of the accident (switch on your hazard lights, set up your warning triangle)
  • Remove any injured persons from the danger zone and provide first aid (there is an on-board first-aid kit in the vehicle)
  • Call the police: dial 117

Can I interrupt my journey and resume it later?

Yes:

  • Car: Lock the vehicle using the Mobility Card/SwissPass and leave the ignition key (if existing) in the car.
  • Scooter: Lock the scooter using the Mobility Card/SwissPass or by tapping the ""Lock"" button in the app.

Is smoking allowed in Mobility vehicles?

No. Mobility vehicles are no-smoking zones. Smoking is also not permitted while wearing the scooter helmet.

Fair play and fees (PDF)

fileadmin/files/documents/factsheets/Mobility-Carsharing-Factsheet-Fairplay-Gebuehren.pdf

Can my pet accompany me on my Mobility journey?

Your pets can also accompany you on your Mobility journeys. Your pets must be kept in 'pet-friendly' cages or placed on a blanket that you must supply. Please clear up any soiling your pet may have caused (e.g. animal hair) before the reservation ends and ventilate the vehicle.

Can I park my own car in the Mobility bay during my reservation?

You are permitted to park your own vehicle in the Mobility bay during your reservation, provided the bay is not in a multi-storey car park. To avoid being issued with a parking fine, please place a copy of the reservation confirmation behind the windscreen of your vehicle.

When entering a multi-storey car park in your private vehicle, you should collect a ticket as usual and park in a regular bay. You must not use the Mobility vehicle’s season parking ticket to enter and exit the car park in your own vehicle.

Important: this rule does not apply to Mobility One-Way trips.

At the end of the trip

Can I return the vehicle early?

Of course. If you are back at least 30 minutes before your reservation is scheduled to end, you can end the reservation immediately using the "Terminate" button on the app. This saves you half of the remaining hourly rate. Exception: You pay the full price for the half hour or part thereof.

I am unable to return the vehicle on time. What should I do?

Always allow enough time for your reservations and, if necessary, extend them in good time. If this is not possible, call the 24h Service Center on 0848 824 812 immediately. Please note that you will still be charged fees for a late return.

Fair play and fees (PDF)

fileadmin/files/documents/factsheets/Mobility-Carsharing-Factsheet-Fairplay-Gebuehren.pdf

What should I bear in mind when returning the vehicle to its Mobility station?

Park the vehicle in the reserved parking space, switch off the lights and other electrical equipment and return the ignition key (where available) to the centre console. Lock the car using your Mobility Card or your SwissPass and wait for the on-board computer to confirm your deregistration. Check that the doors and boot are locked and windows shut.

Do I have to refuel the Mobility vehicle?

Mobility vehicles should be returned with the fuel tank at least one third full at the end of a reservation. It costs you nothing to refuel. Simplay use the fuel card in the vehicle as payment method. If you paid for the refuelling yourself, please post the receipt to our address (Mobility Genossenschaft, Suurstoffi 16, 6343 Rotkreuz) or scan and email it to office(at)mobility.ch. We will credit the amount to your account, and this will appear on your next Mobility invoice.

--> Business customers have to send us the original receipt by mail together with the form repayment for fuel (PDF).

Free refuelling: Depending on the on-board computer, the fuel card is located in the on-board computer, in a holder in the glove compartment or in a separate folder in the glove compartment.

  • On-board computer: pull out the fuel card with the ignition off. The PIN code appears on the display – you can proceed to refuel.
  • Holder in glove compartment: remove the card from the holder with ignition off – to do that push the button on the backside of the holder. The PIN code appears on the display – you can proceed to refuel. After refuelling, please press the "Esc" button on the on-board computer and insert the card back into the holder.
  • Folder in glove compartment: remove the fuel card from the folder in the glove compartment. The PIN code is affixed to the folder - you can proceed refuel.

The fuel card can only be used in Switzerland, and only at filling stations whose logo it bears (e.g. Shell logo = Shell filling station).

Invoice

What payment options are available and how can I change my method of payment?

You have the following payment options:

  • Invoice (with payment slip)
  • Credit card (direct debit)
  • Direct debit (bank or post account is automatically debited)
  • Vouchers / Reka

You can change the payment method on the customer portal – click on your name at the top right > Profile > Payment settings > Change payment method.

How can I redeem Mobility vouchers?

Post them to our address:
Mobility Cooperative
Suurstoffi 16
6343 Rotkreuz

The amount will be credited to your customer account. The vouchers will take 15 days to be credited to your account.

Where can I find my invoices and credit balance?

You can view your current credit and all invoices in the customer portal under Customer account. Mobility users are issued invoices on a monthly basis. You can check your unbilled journeys at any time in the app or the customer portal.

How and where can I settle an unpaid invoice by credit card?

You can settle Mobility invoices by credit card on the customer portal under Customer account > Outstanding invoices > Invoice number. The invoice is settled as soon as the credit card has been successfully debited.

What do I have to do if I wish to pay with REKA Money?

  • You can conveniently settle an existing Mobility invoice with the REKA Card at www.rekanet.ch
  • REKA Checks can be sent to Mobility by post. Any credit is deducted from the next invoice.
  • Damage invoices, vouchers and cooperative shares cannot be paid for with REKA Money.

See here (PDF) for details.

Vehicles

Is it allowed to install child safety seats in Mobility vehicles?

Mobility does not offer permanently installed child seats in its vehicles. We are unable to offer permanently installed child seats for children up to the age of four for reasons of liability (Mobility would be responsible for their installation and good working order) and for practical reasons (most families with small children already have a child seat of their own). Mobility recommends that customers provide their own child seats or booster seats.

One practical solution is the "Trunki BoostAPak", an all-in-one booster seat and backpack with a wealth of safety and practical benefits. Order now!

How many child safety seats can be installed in Mobility vehicles?
With the exception of the Micro and Transporter categories, every model of Mobility vehicle provides ISOFIX attachement points for up to two child safety seats on the outer rear seats. The Ford S-Max (Minivan) can accomodate up to three child safety seats on the second row of seats and two further child safety seats on the third row, all with ISOFIX attachement points. The fitting of child safety seats to Micro and Transporter category vehicles is not permitted, as the corresponding airbags cannot be individually deactivated.

Do you have vehicles with trailer couplings?

No. There are no such vehicles in the Mobility fleet.  As an alternative, our transporter may be an option.

Do you have vehicles with roof racks?

Mobility vehicles do not come with roof racks. Customers are responsible for supplying the correct roof rack, installing it correctly and removing it when returning the vehicle. In the event of damage, Mobility will check if this is related to the use of a roof rack, for example due to overloading.

Mobility reserves the right to invoice customers for all of the damage if a link is established.

Are Mobility vehicles equipped for the winter?

Mobility vehicles are prepared for the winter: winter tyres fitted; cooling systems topped up with anti-freeze and ice scraper are placed in the vehicle.

Mobility One-Way

Can the Mobility One-Way journey be extended or shortened?

Yes, the journey can be changed via on-board computer, app, customer portal or 24h Service Center (0848 824 812).

How do I know how much the One-Way supplement will be for my trip?

The one-way supplement is between CHF 7 and CHF 29: it varies depending on distance, season and vehicle availability. You will see the relevant amount when you enter your reservation request in the app (also in the not logged in area) or customer portal. It is not possible to use the price calculator for this purpose.

Do I still have to pay the One-Way supplement if I cancel the journey before setting off?

If you cancel the journey less than 10 hours in advance, the one-way supplement is payable along with any other fees (PDF). The reason for this is that short-term cancellations limit vehicle availability for other customers. In addition, at the time of cancellation Mobility may have already moved a vehicle to the required station specifically to cover your reservation. The supplement covers a small part of these internal costs.

Why are only vehicles in the Category Combi available?

The estate car category (Combi) meets a wide range of needs and offers plenty of storage space.

Who can use Mobility One-Way?

Mobility One-Way is available to all private and business customers.

Mobility Go

What is the QR-Code on the Checkpoint for?

With the QR-Code you can simply book the Mobility Go-car via App. The vehicle needs to be opened by your Mobility Card or your SwissPass.

Is it possible to start a journey in the Mobility Go zone of Basel and end it in the Mobility Go zone of Geneva?

No. Your journeys are generally not limited, but a journey must be ended in the city where you started it.

Where are the Mobility Go parking spaces at Geneva Airport and how do I find them?

  • By car: The parking spaces are situated in the opposite of the Geneva Arena. You have to access them from below and behind the building. Please watch our video with a detailed description. Please follow the signage for Palexpo Arena, then CFF Fret Cargo, further Les Galerie (Airport Shopping) and finally follow the signage for P33.
  • On foot: TPG-stop "Arena-Halle7", bus number 5, 28, Y. Please pass the tunnel for pedestrians towards the train station CFF and walk towards Migros in the Shopping Center. If you are in front of Migros, exit the shopping center on your right. Follow the signage for P CFF. After around 70 meters you see the location of Mobility Return. There, right in front of the cashier of the parking, you take the elevator or the stairs to the second floor, where the Mobility Go parking spaces are situated.

Where are the Mobility Go parking spaces at EuroAirport Basel and how do I find them?

Five exclusive, signposted parking spaces are available to Mobility customers on the Swiss side of EuroAirport. These are located opposite of the entrance driveway to car park S2, on the through road and therefore immediately adjacent to the airport terminal.

Do I have to refuel the Mobility Go-car?

You do not have to worry about this – we make sure all Mobility Go-cars are filled up on a regular basis. If it does happen that you need fuel, there is of course no charge to you. Send us the fuel receipt by post to our address in Rotkreuz (Mobility Cooperative, Suurstoffi 16, 6343 Rotkreuz) or by e-mail to office(at)mobility.ch. We will credit the amount to your Mobility customer account.

Where can I park the Mobility Go-Car?

Mobility Go-Cars may be parked inside the Mobility Go zone in all parking spaces where a local residents' parking permit is required. Parking rules: Basel / Geneva

What do I do if all Mobility Go parking spaces at EuroAirport Basel or Geneva Airport are occupied?

Contact our 24h Service Center immediately on 0848 824 812.

What fees are incurred if I start or finish my reservation period at EuroAirport Basel or Geneva Airport?

Starting and finishing a reservation period at EuroAirport Basel or Geneva Airport attracts a flat-rate fee of CHF 10 in addition to the journey rate.

Mobility Carpool

How am I insured as a driver or passenger?

As a Mobility customer you are fully covered by third party, comprehensive and passenger insurance if a loss event occurs in a Mobility car.

Where privately-owned vehicles are used, the driver’s own third party insurance applies. This is because all vehicle owners are required by law to take out third-party insurance in Switzerland. This always covers passengers, too.

How does Mobility monitor vehicle quality?

If Mobility vehicles are used for ride-sharing, we guarantee the familiar Mobility standards in terms of quality and safety. In the case of privately-owned vehicles, the responsibility lies with the provider. In our fair play rules (PDF) we appeal to drivers to keep their vehicles in a clean, safe and in any case operable state – which they are legally obliged to do anyway. The rating function allows both good and bad reviews to be published.

Who can see the details of my profile?

The app clearly shows what is visible to others and what isn't. During the search process, users see each other's profile picture along with the first name and the initial of the last name (e.g. Max B.). In the event of a match, an in-app connection is made between driver and passenger for communication purposes (if a driver or passenger calls, the number is visible). Anyone registering their privately-owned vehicle also has to provide details of their registration number, which can be seen by passengers.

How can I use Carpool as an existing Mobility customer?

To use Mobility Carpool, you have to download the Carpool app and register once free of charge – whether you are a Mobility customer or not. Every time Mobility customers place a vehicle reservation, they can decide whether they wish to offer a ride to passengers on Carpool.

Can the app be used for rides abroad (e.g. to Paris or Hamburg)?

No, the Mobility Carpool scheme is limited to Switzerland. However, the nationality of the driver and passenger is irrelevant.

My subscription

Is it made worth my while recommend Mobility to others?

As an existing customer, I have found a potential new customer for Mobility. Is there anything in it for me? Yes! You receive drive credit to the value of CHF 25 (CHF 75 for business customers). Detailed information can be found in the customer portal.

Where do I find my Mobility number?

Your Mobility number is the number on your red Mobility Card (to the left of your name). If you do not have a personalised Mobility Card or SwissPass, you will find your Mobility number on the sticker you received when you registered.

How do I change my PIN Code?

Go to the customer portal and click on "Change PIN Code" under the profile.

How do I activate the SwissPass as a vehicle key?

You have a SwissPass and want to use it as a vehicle key? Simply activate your personal SwissPass on the Mobility customer portal under Profile > Access cards > SwissPass.

Is there a reduction for persons living in the same household?

Yes. Persons living in the same household as a Mobility Cooperative main member can benefit from reductions by becoming co-members. Becoming a co-member in a shared or family household is a great way of accessing Mobility's services, since all you pay is a one-off admission fee of CHF 125. The cooperative subscription element of the fee, CHF 100, is returned to you if you decide to leave the cooperative.

Cooperative households are able to form additional ""groups"". Members of these groups have reciprocal, flexible access to reservations. Reservations are charged to the customer making the reservation.

How do I cancel my subscription?

Cancellations of Mobility subscriptions must be notified in writing more than four weeks before they are due to expire. The cancellation also automatically cancels any Policy Deductible 300 that may have been taken out. Early cancellations are not possible. Cooperative members may leave the cooperative by 30th June or 31st December provided notification is given in writing six months in advance.

Business customers

What conditions have to be met to obtain Mobility Business car sharing?

To register as a Business car sharing customer, your company has to be entered in the commercial register or registered for VAT with the federal tax authorities. This does not apply to public-sector bodies.

Can our employees use Mobility privately on Business car sharing terms?

No, these terms apply to business use only.

What is the difference between a personal Mobility subscription and a transferable Mobility subscription?

The personal Mobility subscription is issued in the name of an employee and is non-transferable. The transferable Mobility subscription is issued in the company's name and can be used by all employees who hold a driving licence valid in Switzerland.

Learner drivers

May I only use the learner driver subscription with my learner driving licence?

The learner driving licence is a valid driving licence and entitles the holder to use all subscriptions (except for Click & Drive). The learner driver subscription is specifically geared to the needs of learner drivers. It is cheap, valid for six months, with integrated Policy Deductible 300 (to reduce the policy deductible). A learner driver subscription can only be taken out once.

Why must the person accompanying a learner driver also be a Mobility customer?

The accompanying person must be able to take over the wheel at any time. For legal reasons, non-Mobility customers may not drive Mobility vehicles. Accompanying persons must also meet the statutory requirements of the Road Traffic Act.

The cost-effective subscription for accompanying persons is the ideal Mobility membership. But persons accompanying a learner driver on learner trips can also use other Mobility subscriptions (except for a transferable company subscription and Click & Drive). The important thing is to notify us with the "Confirmation by persons accompanying a learner driver" form.

May I also independently use Mobility vehicles with the subscription for accompanying persons?

The subscription for accompanying persons can only be taken out in conjunction with a learner driver subscription. You may naturally also use Mobility for other trips in addition to learner trips. We recommend including the Policy Deductible 300.

May I do the WAB courses with my Mobility subscription?

Yes, it is possible to do the legally compulsory WAB courses with a Mobility vehicle.

Is there a blue "L" in the vehicle?

No, you have to bring your own.

Are there Mobility vehicles thar are not allowed for learner trips?

The electronic hand brake of the Mercedes Vito in the transport category is located to the left of the driver. The hand brake is not accessible to the accompanying person and the use of this vehicle for learner trips is therefore not permitted by law.

May I use a Mobility vehicle to do the test for my driving licence?

No, that is not possible. Mobility vehicles are neither approved for driving tests nor for test drives (transcription of the foreign driving licence).

How do I subsequently register additional accompanying persons?

After you have taken out a subscription, you have to use the "Subsequent registration of additional accompanying person(s)" form to register additional persons for the subscription for accompanying persons (of CHF 59).

Lost items

What should I do if I lose my Mobility Card?

Please report the loss of your Mobility Card by calling the 24h Service Center on 0848 824 812, so that the card can be blocked with immediate effect. You will then receive a new Mobility Card. The charge of CHF 25 for replacing the card will appear on your next invoice (applies only to cards issued within the last three years). Your Mobility number and PIN Code will remain unchanged.

I have found an item in the vehicle, what to do?

Please leave items in the glove compartment – bigger items in the trunk of the vehicle, our staff will take care of the rest. You do not have to contact us. If you have taken the item with you, we ask you to return it to the vehicle.

In case that the item found is valuable, please call our 24 Service Center on 0848 824 812 for further assistance.

Should we agree with you on the delivery of the item, please send it to us:
Mobility Cooperative
Suurstoffi 16
6343 Rotkreuz

Do not forget to include your Mobility number and reservation number or vehicle number so that we can assign your shipment.

I have forgotten or lost an item in the vehicle, what to do?

You have the following two options:

  • You can reserve the vehicle and collect the item yourself as quickly as possible.
  • We will find the item for you: On the customer portal, select the relevant reservation in the "Reservations" section and click on "Give feedback". You can then click on "Search request (CHF 50)" and enter what you have lost.

We will search the item and if we find it, send it to you. The shipping costs will be invoiced to you. The search request costs CHF 50 regardless of whether the item is found or not. Please note that we only check the vehicle used and do not ask any other customers about the lost item.

Abroad

Does car sharing exist in Germany?

I will be travelling to Germany. Are there any car sharing companies? You can use your Mobility Card for car sharing in Germany without incurring any extra subscription charges. Reservations are subject to the partner’s hourly and kilometre rates and its conditions of use. Reservations abroad are billed periodically by Mobility in CHF. The Policy Deductible 300 offered also provides Mobility customers in Germany with peace of mind.

In Germany, Mobility customers holding the red Mobility Card or SwissPass are able to make direct use of Flinkster’s (part of DB Bahn) car-sharing services. The only exception relates to cards not bearing the Mobility logo: here, a separate card will be required. Reservations are made online using the Mobility customer portal. Clicking the Flinkster heading takes you straight to the Flinkster vehicle reservation system. You then have a choice of 2’500 vehicles at 600 locations. Details of their locations, vehicles and rates may be found under: www.flinkster.de.

Possible only with a personal subscription; not available to business customers with transferable subscriptions.

Can I become a Mobility customer even if I do not live in Switzerland?

Yes, you can become a Mobility customer even if you are resident abroad. Registering with Mobility requires a valid email address and a credit card.

Can I also use Mobility to hire car rental vehicles abroad?

Yes. The process is quick and convenient using the Mobility customer portal.

Can customers take Mobility vehicles abroad?

Driving abroad with Mobility vehicles is permitted with certain exceptions. In the General Terms and Conditions (clause 12) you will find the current list of countries in which journeys with Mobility vehicles are not allowed.