DB Luggage Service – Delivery

SECTION 1: Delivery dates and time windows

Based on the system displays and luggage tags:

Delivery date: The exact date for delivery is recorded on the luggage tag under "Zustellung am:" (Delivery on:) and in the scanner system.
Time window: Delivery must take place within the time window displayed in the scanner.
Appointment information: The scanner specifies when the suitcase must arrive at the customer's location.

Drop-off location: The luggage can be dropped off at the reception or at a designated collection point.
Documentation: The delivery must be documented in the scanner under the corresponding option.
Important note: It is mandatory to record the name of the employee who accepts the shipment.

Before the handover to the customer takes place, the condition of the luggage must be checked:

Inspection: It is mandatory to check the piece of luggage for obvious damage.
Comparison: Check the back of the luggage tag. Any damages that were already present at the time of collection are noted there. If necessary, show these to the customer.
Types of Damage: Look out for the following defects:
- DENTED (indentations)
- TORN / BROKEN
- WHEELS / HANDLE / STRAPS (damaged or broken off)
- LOCKS / HINGES (damaged)
New Damage (Damage Card): If there is new damage that is not listed on the tag:
- Create a Damage Card.
- Enter the date, order number, and tour number.
- Mark the location of the damage on the sketch (front, back, top, bottom).
- Sign the card and hand it over to the customer.

EN (Engleski):

Once you have arrived at the destination, document the handover in the scanner:

Scanning: First, scan the luggage tag.
Select Recipient: Choose the appropriate delivery option from the menu:
- Original: Direct handover to the customer.
- In Apartment: Delivery directly into the apartment.
- Employee: Handover to a staff member.
- Reception: Handover at the front desk (hotel/clinic).
- Neighbor: Handover to a neighbor.
Data Entry and Signature: * Have the person sign on the scanner.
- If it is not the original recipient, manually enter the name of the person who accepted the suitcase.
Confirmation: Confirm the selection to complete the process.

When handling DB special luggage (e.g., bicycles or foldable wheelchairs), the following rules must be observed:

Packaging: Only properly packaged items may be collected. The bicycle packaging is provided by HERMES free of charge.
Condition of the Bicycle: * Bicycles must remain rollable within the packaging.
- Bicycles must not have an auxiliary motor (gasoline or electric/battery).
- No loose objects (e.g., baskets) may be attached to the bicycle.
Exclusion: E-bikes, pedelecs, and tandems are excluded from transport.

It is strictly forbidden to accept the following items for transport:

Motorized Devices: All devices and vehicles with a motor.
Bicycle Types: Tandems, tricycles, recumbent bikes.
Small Vehicles: Scooters, mopeds, quads, Segways.
Wheelchairs: Electric wheelchairs and hand-cycle wheelchairs.
Living Beings: Living or dead animals.
Legal Restrictions: Items that may not be transported according to legal regulations.
Important: Only muscle-powered, foldable wheelchairs and standard bicycles (without auxiliary motors) are allowed.

f you do not find the customer at the address and the luggage cannot be delivered, proceed as follows:

Fill out the blue notification card (BNK): Take a blue BNK card and fill it out legibly. Enter the current date and the time of your visit.
Mailbox insertion: Drop the completed card into the customer's mailbox. This serves as official proof that you were on-site to deliver the luggage but did not find anyone.
Status in the scanner: Do not forget to change the status in the scanner accordingly (e.g., "Customer not found"), so that the order is correctly updated in the system as undelivered.

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