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Terms and conditions of travel

The travel conditions are a collection of regulations designed to make travel with Västtrafik safe, secure and as pleasant as possible. For both staff and passengers alike.

Here yoy find our terms and conditions of purchase and travel.

  • Your right to travel is always dependent on there being enough space. You cannot reserve or book a space on Västtrafik’s vehicles. This also applies if you are travelling with a pram, pushchair, rollator, wheelchair or dog. Västtrafik cannot guarantee you a seat or even space on board when you change to another line.

    Before boarding, you must check which ticket is required for the journey and whether you need to have a printed card check with you. The driver may start driving before you have presented a valid ticket.

    Vehicles operating timetabled services only stop at a stop if you are waiting there and clearly indicate that you wish to board or if you are on board and you notify the driver in good time that you wish to alight. If there are stop buttons on board the vehicle, you should use these to notify the driver that you wish to alight at the next stop.

    Vehicles operating timetabled services may pass a stop without stopping to let people on, even if someone is waiting to get on or off, if:

    • the vehicle is full.
    • instructed to do so by traffic control.
    • a person stood at the stop and wishing to board is acting in such a way that risks disturbing order or safety on the vehicle (for example, if the person appears to be under the influence or is carrying a dangerous object).
    • the vehicle is unable to stop for reasons outside Västtrafik’s control.

    All passengers must leave the vehicle when it reaches the terminus. The driver and other transport staff have the right to eject people who do not get off the vehicle. 

  • Directions and instructions from the driver or other transport staff must always be followed. Passengers who do not comply with the rules of conduct and bans may be ejected. On ejection from the vehicle the passenger forfeits their ticket, their right to a refund and their right to continue their journey.

    The opinion of the driver or other transport staff on the interpretation of the rules is always final and must be adhered to without exception.

  • Rules of conduct are there to ensure the safety, comfort and well-being of all those on board. On Västtrafik’s vehicles it is prohibited to:

    • Disturb the driver while he/she is driving.
    • Consume alcohol.
    • Smoke (includes a ban on e-cigarettes and smoking in shelters).
    • Take objects on board that could cause a disturbance or discomfort to other passengers.
    • Take luggage on board that is flammable, explosive or in any other way dangerous.
    • Take animals on board that are venomous or dangerous in any other way.
    • Take objects on board with the intention of using them to damage the interior of the vehicle or other property at stops, etc.
    • Use mobile phones, play music etc. in a way that causes a disturbance or discomfort to other passengers. Even using headphones can cause a disturbance.
    • Play a musical instrument without permission from Västtrafik.
    • Hold interviews, give out advertising, sell goods or similar activities (except with written consent from Västtrafik that can be shown throughout the journey).
    • Collect money in collection tins etc. (except with written consent from Västtrafik that can be shown throughout the journey).
    • Use roller skates, skateboards etc.
    • Drop litter, dirty or vandalise.
    • Prevent a door from closing, open a door by force or attempt to open a door.
    • Protrude any object or part of your body outside the vehicle.
    • Loiter or on outside a vehicle.
    • Throw anything from the vehicle.
    • Interfere with operational or signalling equipment or similar.
    • Misuse the alarm system, emergency exit, emergency equipment, etc.
    • Enter areas that are restricted for the general public, as indicated by signs, fences, etc. (e.g. track areas and tunnels).
  • Age limits

    Children

    Passengers aged 0–6 are classed as children.

    For safety reasons, children under the age of six cannot travel unaccompanied.

    Children aged six and above may travel unaccompanied if they have their own valid ticket (youth ticket).

    Youth

    Passengers aged 7–19 are classed as youths.

    Youths pay a reduced price on certain tickets.

    Adult

    Passengers aged 20 and above are classed as adults.

    Accompanying passenger offer

    Children travel free of charge when accompanied by an adult/youth within the Västra Götaland region and within Kungsbacka municipality. With all tickets other than school cards, adults/youths can take with them as many children as they are able to take full responsibility for.

    If you are aged 20 or above and you are travelling with an adult period ticket or off-peak period ticket, you can take up to three youths with you at no extra cost. This offer is not valid for travel with our partner companies such as SJ. This offer is also not valid for adults travelling with a student discount or certificate card or for those travelling with a Chalmers card.

    Prams/pushchairs

    Prams/pushchairs can be carried on vehicles if there is enough space. The brakes must be applied on prams/pushchairs throughout the journey and if fastening devices are provided on board, these must be used. Prams/pushchairs must be positioned so that they do not cause an obstruction to other passengers or block emergency exits. The driver is not obliged to assist with boarding or alighting with a pram/pushchair.

    Luggage

    Luggage that you are able to carry yourself is free of charge. Luggage must not cause an obstruction to other passengers, occupy a seat, block emergency exits, hinder or obscure the driver’s view or in any other way affect safety and security on board. Bulky luggage must be stored in the appropriate place. Separate regulations and prices apply for the carrying of luggage on Västtrafik ferry services.

    Seat belts

    Seat belts must be used where these are provided on the vehicle.

    Pets

    You can take two pets with you free of charge, except on the Ronden medical transport service, where pets are not permitted. Two pets may travel on the same vehicle or in the same section of a vehicle if they have the same owner. Otherwise only one pet is permitted in each vehicle or section of a vehicle. The driver or transport staff may allow more pets to be carried on board.

    Pets must be on a lead, in a cage or in a bag. They may not be placed on a seat. Out of consideration for those with allergies, fur-bearing animals must be placed at the rear of the vehicle. On ferries, fur-bearing animals must travel in the specified place on the individual ferry.

    Special conditions apply for those travelling with a guide dog or a certified hearing dog (see Guide dogs and hearing dogs below).

    Bicycles

    You cannot take bicycles on trams, buses operating services in urban areas (urban buses), the Fjällbacka archipelago post boat or on demand-responsive transport. If there is room you can usually take your bicycle on other vehicles. You can only take a bicycle on those buses that have a luggage area, where the bicycle must be stored for the duration of the journey. Please note that charges may apply for the carriage of bicycles. Folded mini-cycles that you can carry yourself are classed as luggage and can be carried free of charge. You must use any fastening devices provided on board.

    Passenger’s responsibility for luggage, animals, etc.

    You are responsible for the prams, pushchairs, pets, luggage, etc. that you bring on board. If you cause injury to another person or damage to another person’s property, you are responsible for this. If Västtrafik becomes liable to pay damages to another (third party) because of your negligence, you in turn become liable to pay damages to Västtrafik. 

    Eating and drinking on board

    You are permitted to eat and drink on board Västtrafik trains, provided you follow the rules of conduct. On other vehicles only simple snacks are permitted. You are not permitted to eat or drink anything that could cause other passengers discomfort, damage other passengers’ property or damage the interior of the vehicle.

    Lost property

    If you find something somebody has left on board, you have an obligation to hand it to the driver or other transport staff.

    Passengers with a disability

    If you have a disability or special needs, you are entitled to the assistance of an accompanying person at stations and terminals that provide this service.

    Västtrafik complies with relevant national and international laws and regulations governing the rights of passengers with a disability. These include the rules contained in the Swedish Discrimination Act, the Swedish Act on Disabled Access to Public Transport, the UN Convention on the Rights of Persons with Disabilities and the Swedish Act on the Rights of Public Transport Passengers.

    Wheelchairs and rollators

    If you are travelling with a wheelchair or a rollator, you should be able to board and alight unaided or with the help of an accompanying person. You will be given help with the lift/ramp on vehicles if the traffic situation permits. You must inform the driver if you require this for boarding or alighting. If required, transport staff will provide help to strap in your wheelchair and take payment for your journey. This does not apply on trams however. 

    Guide dogs and hearing dogs

    If you need a guide dog or a certified hearing dog, you can always bring the dog with you free of charge. This applies even if there is already a dog or other pet on board the vehicle.

    Accompanying persons

    Within Gothenburg, an accompanying person may travel free of charge together with a full fare paying passenger with a disability and a mobility services certificate. In other parts of the region, an accompanying person pays the regular price for the trip.

    An accompanying person of a visually impaired passenger travels free of charge within Västtrafik Gothenburg region (Ale, Alingsås, Gothenburg, Härryda, Kungsbacka, Kungälv, Lerum, Mölndal, Orust, Partille, Stenungsund, Tjörn and Öckerö) and in some parts of the Västtrafik Fyrbodal region (Lysekil, Munkedal, Sotenäs, Strömstad, Tanum and Uddevalla).

    Mobility services

    Some special conditions apply to mobility services. More information can be found on Västtrafik’s website under Travel information, Taking a trip, Special public transport.

    Demand-responsive transport

    Demand-responsive services must be booked at least an hour before the service is timetabled to depart. If you wish to travel in the morning, before the booking centre is open, you must book your journey the day before. Services that depart more than an hour after the booking centre closes for the evening must be booked before the Booking Centre closes.

  • The right to delay compensation applies to all journeys using Västtrafik’s tickets, with some exceptions.

    If your journey is delayed, you are entitled to a refund:

    • 50 per cent of the fare for the journey if the delay is longer than 20 minutes,
    • 75 per cent of the fare for the journey if the delay is longer than 40 minutes
    • The full fare for the journey if the delay is 60 minutes or longer.

    To be eligible for delay compensation you must have allowed enough connection time to change between vehicles on your journey, normally five minutes.

    To be eligible for delay compensation you must also not have received compensation for other transport where a delay is anticipated.

    Compensation for other transport where a delay is anticipated

    If there are reasonable grounds to assume that your journey will be more than 20 minutes late, you are entitled to compensation for the reasonable costs of other transport (e.g. taxi) to your final destination for your planned journey using a Västtrafik ticket. If there are no taxis available, you can travel using a private vehicle. The maximum amount of compensation is SEK 1,150 per passenger.

    Sharing a taxi or other transport with other passengers would allow you to travel a greater distance. The maximum amount is per person, so two people could travel by taxi for a fare of SEK 2,300.

    If you travel using a private vehicle, you will receive compensation according to the Swedish Tax Agency norms for tax-free mileage allowance plus compensation for any congestion charges. The maximum amount is SEK 1,150 per passenger, irrespective of how many people travel in the car.

    Long-term service disruption

    A journey is not classed as delayed if Västtrafik announces a timetable change at least 72 hours before the original departure time. You are not entitled to compensation in this case.

    Application for delay compensation

    You must apply for delay compensation no later than two months after the journey was completed or should have been completed, using a delay compensation application form that can be found hereon Västtrafik’s website. You can also order an application form from Customer Service by telephone on 0771-41 43 00 or through digital channels such as email.

    If several of you have travelled together by taxi or private vehicle, the names, addresses and personal identity numbers of all the passengers must be provided on the application form. The application form also indicates what you need to submit with your application as evidence of your expenses.

    Payment of delay compensation

    The compensation is paid individually to each person, either in cash or in the form of a voucher. If you choose to be paid with a voucher, you will receive at least SEK 50 in compensation, even if the actual amount should have been lower. 

    Resplus tickets

    If you are travelling using a Resplus ticket, responsibility for the different sections of your journey lies with different public transport authorities, which each have their own rules. There are therefore no common rules on delay compensation for Resplus. If a journey using Resplus is delayed, you must contact the public transport authority responsible for the delayed section.

    Öresundståg tickets

    Information about delay compensation for journeys using Öresundståg tickets can be found at www.oresundstag.se.

    When does the right to delay compensation not apply?

    You are not entitled to delay compensation if you are travelling by mobility services, national mobility services, school transport, pre-booked medical transport or booked transport (chartered services). You are also not entitled to delay compensation if you are travelling on vintage trams or sightseeing buses, where the primary aim is not transport and separate tickets are required. Delay compensation does not apply if a group is travelling together and not everybody is able to travel on the same departure.

    Replacement services

    In the event of major service disruption, replacement services are usually provided. If you anticipate that you will be delayed by at least 20 minutes, you can choose transport other than the replacement service and receive delay compensation of SEK 1,150.

    Request for review

    If you are not satisfied with a decision made on delay compensation, you can request a review of the decision. A review request must be made in writing and state the reasons why the decision should be reviewed. Your review request must be submitted to Västtrafik no later than three weeks after Västtrafik informed you of its decision on compensation with regard to your application for delay compensation.

  • Your ticket must be activated and valid for the time and all the zones you are travelling in. If your ticket is valid when you board, it remains valid for the entire line journey, even if the validity period expires during the line journey.

    When travelling on vehicles without a card reader (some SJ and Öresundståg trains, for example), you must carry a card check with you that shows that your ticket is valid.

    If your ticket is on a mobile device, you must ensure that your mobile device is charged for the duration of your journey. This is necessary in order for you to be able to produce a valid ticket.

    Tickets that need to be activated or read by a card reader must be presented to the card reader as soon as you board. You must make sure that the ticket is accepted by the card reader. If the card reader is not working or if a ticket is not accepted by the card reader, you must contact the transport staff immediately. Tickets that do not need to be activated or read must be shown to the transport staff. Tickets purchased on board or mobile tickets must be purchased and activated no later than on boarding the vehicle. 

    Ticket checks and inspections

    Ticket inspections are carried out on board and at stops when passengers are boarding or alighting. You must show your ticket when asked.

    If you are travelling with a ticket other than an adult ticket or if you are travelling with a personal ticket, you must be able to show evidence that you are entitled to travel with this ticket.

    If you are travelling on a vehicle without a card reader, you must have a printed card check with you.

    If you have a mobile ticket, you must be able to show it on your mobile device. Please note that you are not permitted to copy a ticket to a different mobile device without Västtrafik’s consent.

    Penalty fare

    If you are unable to show a valid ticket at a ticket inspection, you may be liable to pay a statutory penalty fare in accordance with the law on penalty fares for public transport. You may also be ejected from the vehicle.

    Västtrafik has the right to confiscate a ticket where it is suspected that the ticket is counterfeit, has been tampered with or its validity is otherwise questionable. In this case, Västtrafik has the right to block a Västtrafikkort on a temporary or permanent basis without compensating the owner for any remaining value. Västtrafik also has the right to block a Mobile ticket or access to Västtrafik’s app.

    Should you wish to challenge a penalty fare you may contact Västtrafik’s Ticket checks and inspections office within 10 days. For more information, please visit Västtrafik’s website.

    Reduced penalty fare

    You must always carry your ticket with you on every journey. If you have forgotten your period ticket but have registered it on My Pages, you can have your penalty fare reduced if you show your ticket at the Ticket Inspection office within seven days. The penalty fare will then be reduced from SEK 1,200 to SEK 150.

    Please note that this only applies if you are registered on My Pages and have a period ticket that is also registered on My Pages. The period ticket must have been activated before the inspection in order to obtain the reduced penalty fare.

    If you are travelling using a student discount and have forgotten to bring your student ID with you on your journey, you can have your penalty fare reduced even if your ticket is not registered on My Pages. To have your penalty fare reduced to SEK 150, you need to visit the Ticket Inspection office within seven days and show your period ticket, valid ID document and valid student ID (see Valid ID document and Student in A to Z of terms  above).

  • Zones, timetables, prices, routes, etc. are subject to change at any time. For the latest information, please visit Västtrafik’s website or shops.

    Temporary changes may be made to accommodate track work, roadworks and major events, for example.


  • Personal injury and property damage

    Liability for personal injury and property damage occurring on Västtrafik’s public transport services is governed by the Swedish Rail Traffic Act, the Swedish Maritime Act and the Swedish Motor Traffic Damage Act. Aside from delay compensation and the relevant legislation on personal injury and property damage, Västtrafik’s liability for damages is limited partly to its statutory liability and partly to those damages caused by gross negligence on the part of Västtrafik. Västtrafik provides no other compensation.

    Force majeure

    Force majeure does not apply under the Swedish Act on the Rights of Public Transport Passengers. If the Swedish Act on the Rights of Public Transport Passengers does not apply to your journey, Västtrafik is released from its obligations in the event of occurrences or circumstances that cannot reasonably be foreseen by Västtrafik, such as electrical power failure, fire, accident, natural disaster, extreme weather conditions, strike, lockout, blockade or general fuel shortage.

    Limitation period

    If you wish to make a claim for compensation for other transport or a claim for a price reduction or if you would like a refund on a period ticket, you must submit this claim within three years of the date your claim arose. After three years the claim expires. The Swedish Act on the Rights of Public Transport Passengers also contains rules on the limitation period with regard to the right to delay compensation.

    Disputes

    Disputes arising from these conditions shall be resolved in accordance with the laws of Sweden and at a Swedish general court. In the event of a dispute with a private individual, it is Västtrafik’s policy to follow the recommendations of the Swedish National Board for Consumer Disputes (ARN).

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