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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.

    • Västtrafik’s terms and conditions of travel apply to Västtrafik AB and to the transport companies and other companies that Västtrafik engages to provide its services.
    • They apply to all travel with Västtrafik. Some of the conditions also concern aspects other than vehicles for which Västtrafik is responsible (e.g. track areas).
    • The terms and conditions of travel apply in conjunction with the Swedish Law and Order Act, the Swedish Motor Traffic Damage Act, the Swedish Rail Security Act, the Swedish Rail Traffic Act, the Swedish Maritime Act and other legislation and special provisions, such as local statutes.
    • Västtrafik’s routes and timetables apply for all Västtrafik services. Västtrafik can review and change routes and timetables several times a year.
    • Temporary changes can be made in connection with major events, traffic diversions, etc. Where possible, Västtrafik will always provide information in advance about changes to services.
    • As Västtrafik has no control over factors such as the weather and traffic conditions, it cannot guarantee that you will arrive at your destination at the time stated in the timetable.
    • Public transport can also be affected by changes outside Västtrafik’s control (see the section on Force majeure).
    • From time to time, Västtrafik specifies its ticket range and fares. Information about these can be found at vasttrafik.se and in printed information material. Västtrafik reserves the right to change its product range and fares, with the current range, fares and terms published at vasttrafik.se/biljettinformation.  
    • Every person who travels with Västtrafik (“Passenger”) is required to have a valid ticket for their entire journey. It is the Passenger’s responsibility to find out in advance which ticket is required for their journey and whether the journey requires a printed Card check; see below for information about Card checks. Tickets that require activation or reading in a card reader must be held against the card reader (validated) as soon as the Passenger boards the vehicle. The Passenger must ensure that the ticket has been accepted (a beep is heard and a green light displayed). If the card reader is not working or if a ticket is not accepted by the card reader, the Passenger must contact the driver or other member of on-board staff. Other tickets – which do not need to be held against the card reader – must be shown to the driver, train conductor or other member of on-board staff. Tickets purchased on board or via SMS must be purchased immediately on boarding the vehicle. If you are travelling on a vehicle without a card reader (e.g. certain trains with which Västtrafik has a ticket agreement), you must have a Card check with you showing that your ticket is valid (see “Card check” at vasttrafik.se).  
    • Västtrafik carries out regular ticket inspections. During an inspection, the Passenger must show or hand over a ticket and any supporting documents (such as an ID document or student ID) to the inspector. For the inspection of an SMS ticket, the Passenger is required to show on their phone, at the request and on the instructions of the inspector, that he/she has a valid ticket. A Passenger who is unable to show a valid ticket during a ticket inspection may be subject to a penalty fare of SEK 1,200, in accordance with the law on penalty fares for public passenger transport. If a Passenger has not paid the correct fare for their journey, or if the Passenger does not have a valid ticket, the inspector is entitled to eject the Passenger from the vehicle.  
    • If an inspector believes that a ticket is counterfeit, has been tampered with or its validity is otherwise questionable, the inspector is entitled to confiscate the ticket/Västtrafikkort. Västtrafik is also entitled to temporarily or permanently block a Västtrafikkort without any obligation for Västtrafik to compensate the owner for any remaining balance.
    • The ticket is valid Västtrafiks current terms and conditions at the time of activation of the ticket. Activation of the ticket is in accordance with the specific conditions of each ticket. Unless otherwise specified in Västtrafiks terms and conditions on the first occasion that the ticket is used. For valid ticket must Västtrafiks terms and conditions for the ticket to be fulfilled.
    • Your right to travel is dependent on there being enough space. Note that this also applies to those travelling with, for example, a pram/pushchair, rollator, wheelchair or dog, when restrictions may be applied owing to a shortage of space. Västtrafik cannot guarantee you a seat or even space on a vehicle when you change to another line.
    • Vehicles operating timetabled services only stop at a stop if a person waiting there clearly indicates that they wish to board or, if someone wishing to alight notifies the driver clearly and in good time.
    • At night, passengers sometimes ask drivers to stop at places other than bus stops. Västtrafik cannot guarantee or promise to do this, but it is something that we allow. The driver must assess each situation as it occurs to ensure that it does not breach our safety regulations. The possibility of stopping in this way can depend on weather conditions and the traffic situation at the time.

    Drivers of vehicles operating timetabled services may pass a stop and not pick up somebody wishing to board:

    • If the vehicle is full.
    • If instructed to do so by traffic control.
    • If the person wishing to board is acting in such a way that risks disturbing order or safety on the vehicle (applies, for example, to people under the influence of alcohol or who are carrying a dangerous object).
    • If the vehicle is unable to stop for reasons outside Västtrafik’s control.

    • You may only board and alight at stops and only once the vehicle has come to a complete standstill. If it should be necessary to board or alight somewhere other than a stop, you must follow the instructions given by the driver or other transport staff precisely.
    • You must not attempt to prevent a door from closing, open a door by force or to open a door while the vehicle is moving.
    • All passengers must leave the vehicle when it reaches the terminus.
  • When on board a vehicle you may not:

    • Disturb the driver while he/she is driving.
    • Consume alcohol.
    • Smoke (includes a ban on e-cigarettes and smoking in shelters).
    • Eat or drink anything that could cause other passengers discomfort, damage other passengers’ property or damage the interior of the vehicle.
    • Take objects onto the vehicle that could cause a disturbance or discomfort to other passengers. Have luggage that is flammable, explosive or in any other way dangerous. Take objects onto the vehicle 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 listening to music using headphones can disturb other passengers. Play musical instruments on board.
    • Hold interviews, give out advertising, sell goods or similar activities (unless Västtrafik has given special permission).
    • Collect money.
    • Use any type of roller skates, skateboards etc.
    • Drop litter, dirty or vandalise.
    • Have animals with you that are venomous or dangerous in any other way.
    • Protrude any part of your body or an object from the vehicle while it is moving.
    • 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)

    If there is any disagreement on the interpretation of these regulations, it is always the interpretation of the driver, on-board staff or other transport staff that applies and must be followed without exception. It is always possible to make a complaint to Västtrafik about an interpretation (see the section on Claims and complaints).

  • Children

    As an adult or youth you can have with you as many children (aged 0–7) as you are able to take full responsibility for (special rules apply on SJ trains without there being any separate charge for children). Children under the age of six cannot travel unaccompanied. Children aged six and above can travel unaccompanied but must have a valid ticket.

    Age limits child/youth/adult

    For information about age limits, click here.

    Prams/pushchairs

    You can take a pram/pushchair if there is enough space. The brake must be applied during the journey and any fastening equipment provided on the vehicle must be used. The pram/pushchair must be placed so that it does not cause an obstruction or block emergency exits. The driver is not obliged to help you with your pram/pushchair. The driver may also start driving before you have validated your ticket.

    Companion

    In Gothenburg, if you are a fare-paying disabled person with a mobility services pass, a companion may travel with you free of charge. In other parts of the region your companion must pay the standard fare for the journey.
    A companion to a person with impaired vision may travel free of charge in the 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).

    Wheelchairs and rollators

    You should be able to board and alight from public transport vehicles unaided or with the help of your companion. There are lifts or ramps on vehicles for use by passengers with wheelchairs. You will be given help with the lift/ramp on a bus, ferry, train or tram, unless the traffic situation dictates otherwise. Wheelchair users are responsible for attracting the driver’s attention when getting on/off if the ramp/lift is used and for complying with the safety regulations that can be found on the vehicle's information signs. If required, transport staff on buses, ferries and trains will provide help to strap in your wheelchair and take payment for your journey.

    Manual and electric wheelchairs and electric scooters (electric wheelchairs with handlebars) can be carried on vehicles, with the exception that electric scooters cannot be carried on buses. The wheelchair, rollator or other similar technical aid must not exceed 70 cm wide and 120 cm long, and the total weight, including the passenger, must not exceed 300 kg, except on trams, where the maximum weight is 250 kg. The wheelchair's brake must be applied during the journey. Vehicles with designated wheelchair space have a sign at the entrance door and on board. You must use any fastening devices provided for the whole of your journey. On buses and trams with a wheelchair space without a fastening device, the wheelchair must be turned so that it faces the rear of the vehicle. If the wheelchair space on a tram is occupied, the wheelchair user can use the flexible area. For safety reasons wheelchairs, like pushchairs for example, that use the flexible area must not block aisles or doors. On buses that do not have special wheelchair space, you must not travel in your wheelchair and must instead use an ordinary seat. The empty wheelchair must be stored in the space indicated with the brake applied.

    Seats for disabled persons

    There are marked seats reserved for disabled persons.

    Seat belts

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

    Foldable mini-cycles

    Foldable mini-cycles that you can carry yourself are regarded as luggage and can be taken free of charge. Otherwise the same regulations and conditions apply as for “Luggage” and “Responsibility for luggage, animals etc.” below.

    Luggage

    Luggage that you can carry yourself can be taken at no extra charge. Your luggage must not cause an obstruction to other passengers, occupy a seat, block emergency exits, obscure the driver’s view, hinder the driver or in any other way affect safety and security on board. Bulky luggage must be stored in the appropriate place. Luggage that could cause a disturbance or discomfort to other passengers is not permitted. Luggage that is flammable, explosive or in any other way dangerous is also not permitted. Separate regulations and prices apply for the carrying of luggage on Västtrafik ferries.

    Pets

    You can take two pets with you free of charge. The exception is on Ronden buses, where pets are not permitted. They must be on a lead, in a cage or in a bag. They may not be placed on a seat. Two dogs may travel on the same vehicle or in the same carriage if they have the same owner. Otherwise there may only be one dog in each vehicle or carriage. If there is already a pet on board, you can ask the driver if it is ok to take your pet on as well. It is the driver’s decision, but you as the owner still have ultimate responsibility for your pet.
    In consideration for allergies, fur-bearing animals must be placed at the rear of the vehicle or carriage. On ferries, fur-bearing animals must be placed on the starboard (right-hand) side of the vessel or outside on deck. Animals that are venomous, dangerous or may disturb other passengers are not permitted.

    Guide dogs and hearing dogs

    Guide dogs and certified hearing dogs on public transport are aids for people with a disability. They can accompany their users anywhere in a vehicle at no extra cost. Guide dogs and hearing dogs are permitted even if there are other dogs already on the vehicle.

    Cycles

    If there is room on board, you can take your bicycle with you, subject to a charge:
    – on Alependeln, Alingsåspendeln, Kungsbackapendeln and Västtågen trains.
    – on ferry services in Gothenburg’s southern archipelago and Bohuslän.
    – on regional bus services on buses with a storage area with enough room for a bicycle.
    You must use any fastening devices provided on board. You cannot take your bicycle with you on trams or urban buses or on demand-responsive transport (such as Mobility services). If there is room and subject to a charge, you can take your bicycle on other vehicles. However, check what applies for folding mini-cycles. Cycles may be taken on Älvsnabben and Älvsnabbare ferries free of charge.

    Lost property

    If you find something somebody has left on board, you have an obligation to hand it to the driver, conductor or other transport staff. You cannot claim a reward from Västtrafik. If you have left something on a vehicle, call customer service on 0771 41 43 00 and they will help you contact the relevant lost property office.

    Responsibility for luggage, animals, etc.

    You are responsible for the items or animals you bring on board during your journey: prams, pushchairs, pets, luggage, etc. Västtrafik is not liable if your property is stolen, damaged, injures other passengers, damages other luggage or damages the vehicle.
    If Västtrafik becomes liable to pay damages to a third party because of your negligence, you become liable to pay damages to Västtrafik.

    Compensation for delay

    The right to get compensation for delays are applicable on all trips with Västtrafik’s tickets, but with certain exceptions.
    If your trip is delayed, you can get a price reduction:

    • 50 percent of the price of the trip if the delay is longer than 20 minutes
    • 75 percent of the price of the trip if the delay is longer than 40 minutes
    • The entire cost of the trip if the delay is 60 minutes or longer

    The right to compensation for a delay requires an adequate margin in case of change of vehicles during the trip, normally 5 minutes. The right to compensation also requires that you have not received compensation for other transports. 

    Compensation for other transportation at anticipated delays

    If it is reasonable to believe that your trip will be more than 20 minutes late, you can get compensation for reasonable expenses for other transport (eg taxi) to the final destination of your planned trip with a Västtrafik Ticket. If you do not have access to taxi you can travel with your own car. The maximum compensation is 1 150 SEK per traveler.

    By sharing taxi or other transportation with one or more people you can travel a longer distance. The maximum sum is calculated per person; two people can ride taxi for 2300 SEK.

    If you travel with a private car you can get compensation according to Tax norms for mileage allowance. The maximum sum is 1150 per traveler no matter how many people are traveling in the car.

    Long lasting traffic disturbance

    A trip does not count as delayed if Västtrafik advertises a traffic change at least three days before the original departure time. In such cases, you have no right to compensation.

    Application for compensation for delay

    Apply for compensation for a delay within two months after the trip was completed or would have been completed. 

    If you are several people who have traveled by taxi or private car together, you need to write all travelers name, address and social security number on the form.

    Payment of compensation

    The compensation is paid individually to each person, either in cash or by a voucher. If you choose payment by voucher you get a voucher worth at least 50 SEK even if the compensation would have been lower. 

    Resplusticket

    When traveling with Resplus, responsibility for different routes may lie at various traffic companies with different rules. Therefore, there are no common rules on compensation within Resplus. If such trips are delayed, we recommend you to contact the traffic company who is responsible.

    Ticket for Öresundståg 

    Information about compensation for delays with Öresundståget is available at Öresundståget website. 

    Rules for when you are not entitled to compensation for a delay

    You have no right to compensation for a delay when traveling by ship, mobility services, national mobility services, school transport, medical transport, chartered traffic, museum trams or sightseeing buses. You will not be compensated if you travel with a group and the whole group does not fit on the same vehicle.

    Replacement traffic

    We normally offer replacement traffic during major traffic disturbances. If you fear that you will be at least 20 minutes late, you can choose other transportation than replacement traffic and get compensated with up to 1150 SEK. 

    • Personal injury and material damage
      Västtrafik’s liability for personal injury and material damage on our vehicles and sites is governed by the Swedish Rail Security Act, the Swedish Maritime Act and the Swedish Motor Traffic Damage Act.
    • Limitation of Västtrafik’s liability
      Aside from Västtrafik’s travel guarantee and legislation on personal injury and material damage, Västtrafik’s liability is limited partly by law and partly to any damage resulting from gross negligence on the part of Västtrafik. Västtrafik provides no other compensation.
    • Force majeure
      According to the Law on public transport passengers rights it does not apply to force majeure. If the law on public transport passengers rights is not applicable for your trip, Västtrafik are freed from contractual obligations by events or circumstances that could not reasonably be predicted by Västtrafik, such as power failure, fire, accidents, natural disasters, extreme weather conditions, walkout, lockout, or general lack of fuel.

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