Information about our Terms and conditions of purchase and travel

Here you will find information about the terms that apply:

  • When you buy tickets.
  • When you travel with Västtrafik and with the transport companies that Västtrafik engages.
  • When you are in areas, other than on vehicles, for which Västtrafik has responsibility, such as terminals, stops and track areas.

Contradictory terms and conditions

Should any of the terms and conditions in these terms and conditions of purchase and travel contradict what is stated in other information materials, the content of these terms and conditions of purchase and travel shall take precedence. In other words, what is stated in these terms and conditions is what applies.

Validity period of the terms and conditions

Västtrafik reserves the right to amend these terms and conditions of purchase and travel without prior notice. The terms and conditions of purchase and travel in force at any given time can be found on www.vasttrafik.se.

Your responsibility for your ticket and bank card

You are responsible for ensuring that your ticket or the mobile device you use to buy mobile tickets are not used by unauthorised persons. You are also responsible for ensuring that the correct payment card is used in the Västtrafik To Go app.

Mobile devices

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

Different companies have different rules

Västtrafik works closely with several public transport operators, such as SJ and Hallandstrafiken. The terms and conditions of purchase and travel of other companies may vary slightly from those of Västtrafik. It is your responsibility as a passenger to comply with the rules that apply when you travel.

Västtrafik customer service

You can contact Västtrafik customer service through digital channels such as chat, email and Facebook, as well as by telephone on 0771-41 43 00. For more information, visit Västtrafik’s website.

The terms and conditions of travel apply in conjunction with the Swedish Law and Order Act, the Swedish Rail Security Act, the Swedish Vessels Act, the Swedish Act on the Rights of Public Transport Passengers, the Swedish Motor Traffic Damage Act, the Swedish Railway Act, the Swedish Rail Traffic Act, the Swedish Act on the Safety of Underground Rail and Tramways, the Swedish Maritime Act, the Swedish Personal Data Act, GDPR, the Regulation of the European Parliament and of the Council on rail passengers’ rights and obligations, the Regulation of the European Parliament and of the Council concerning the rights of passengers in bus and coach transport and in conjunction with other applicable legislation.

A number of different terms are used in these terms and conditions of purchase and travel. Most of them are defined below.

Activation

An action that means a ticket becomes valid.

Activation period

The period during which a ticket must be activated after being purchased.

Ticket

A Västtrafikkort, a physical ticket or a mobile ticket that entitles the holder to travel.

Single ticket

A ticket for an unlimited number of journeys within its validity and within a defined zone.

Note! On Koster island ferries and for demand-responsive transport a single ticket is not valid for an unlimited number of journeys, but only for one journey.

Vehicles

A vehicle is a bus, tram, train, ferry or car, for example.

Delay compensation

Compensation you can claim if your journey is delayed.

Sales channel

Place of method of sale of Västtrafik tickets.

Point of sale

Västtrafik shops or agents that sell Västtrafik tickets.

Valid ID document

Västtrafik accepts the following as valid ID documents: all passports, Swedish ID documents approved by the Swedish Bankers’ Association, the Swedish Migration Board’s LMA card, a receipt for an asylum application or a residence permit, as well as national ID cards within the EU.

Validity

The validity period and the zone or zones for which a ticket is valid.

Validity receipt

A printed paper slip from Västtrafik showing that the Västtrafikkort is valid and has been activated, which period ticket and validity period are on the card and which profile (adult/youth/off-peak) the ticket has.

Certificate card

A card issued by Västtrafik for those with a benefit claimant certificate from the Swedish Social Insurance Agency. Allows an adult to travel using a youth period ticket.

Pay-as-you-go

Loading money onto a Västtrafikkort.

Customer service        

Västtrafik’s customer service, which helps customers with enquiries about travelling with Västtrafik. Contact through digital channels such as chat, email and Facebook, as well as by telephone on 0771-41 43 00.

Line journey/trip

A journey to the terminus of the line using a single vehicle.

My Account

An e-service that provides access to personal information and services.

Mobile ticket

A ticket on a mobile device.

Mobile device

A mobile phone, tablet or other device that can be used to buy and receive mobile tickets, as well as information about service disruptions, for example.

Area

One or more continuous zones for which a ticket is valid.

Period ticket

A ticket that is valid for an unlimited number of journeys during its validity period and within a specified area.

Personal ticket

A ticket that is valid only for a specific person.

Passenger

A person who is travelling, or intends to travel, with Västtrafik with a valid ticket.

The Travel planner

A service on Västtrafik’s website and the Travel planner app where you can search for journeys.

Student

A person with a valid student ID from Mecenat, WeStudents or Studentkortet bearing the student travel logo. Students pay a reduced price for certain tickets. The student ID must be valid for the entire time that the season ticket is valid.

Public transport authority

A company that is responsible for the public transport within a region.

Transport staff

Drivers, on-board staff, ticket inspectors, customer service staff or traffic controllers who wear a uniform or a badge or otherwise clearly indicate that they are transport staff.

Inspection

Check that a ticket is valid. Inspection is carried out by Västtrafik’s bus drivers, train conductors, boat crew and ticket inspectors, among others.

Voucher

A means of payment that is issued by Västtrafik. These are valid for payment in Västtrafik ticket offices and at Västtrafik's sales agents.

Promotional code

A promotional code is one issued by Västtrafik or one of its agents that can be converted to Västtrafik points in your To Go app. Promotional codes may also apply to specific products and campaigns.

Västtrafik

Västtrafik AB and the transport companies and other companies that Västtrafik engages to provide public transport services.

Västtrafik ticket office

Västtrafik’s own shops providing sales and service.

Västtrafikkort

A card from Västtrafik onto which you can load tickets.

Västtrafik points

Västtrafik points are points you earn by buying tickets using the Västtrafik To Go app or by redeeming promotional codes. Each point corresponds to one krona. Västtrafik points can then be used to buy tickets in the Västtrafik To Go app.

Västtrafik points balance

Your Västtrafik points balance is the number of Västtrafik points you have and which can be used to buy tickets in the Västtrafik To Go app.

Zone

A contiguous delimited area which is used for pricing travel with Västtrafik.

General terms and conditions of travel

When you travel with Västtrafik, you must always be able to show your ticket to train conductors, drivers, boat crew and ticket inspectors who work for Västtrafik.

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.

The timetable is approximate, so you should be at the stop well in advance. The fact that the timetable is approximate means that a vehicle can depart a few minutes before or after the specified time in the timetable. Exceptions apply to regulatory stops, the boldly marked stops in the timetable, where the vehicle must, as far as possible, depart according to the timetable.

Before boarding, you must check which ticket is required for the journey and whether you need to have a printed validity receipt 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 in scheduled traffic operating timetabled services may pass a stop without stopping in the event that:

  • The vehicle is crowded with passengers and nobody wants to get off.
  • The traffic control management has given an instruction concerning this.
  • A person standing at the stop who desires to board the bus is behaving in such a manner that there appears to be a risk of disturbance to public order or safety on-board (e.g. if the person appears to be intoxicated or is carrying a dangerous object).
  • The vehicle unable to stop for reasons or events outside of 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).
  • Drop litter or vandalise.
  • Use roller skates, skateboards etc.
  • 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 on or 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).

It is not permitted to smoke or use e-cigarettes on Västtrafik vehicles, in premises, in weather protection, outside entrances to Västtrafik's travel centre and ticket offices as well as on platforms or similar.

Child

Passengers who are 0 to 6 years old 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).

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

Youth

Passengers who are 7 to 19 years old are classed as youths.

Youths pay a reduced price on certain tickets.

Adult

Passengers aged 20 and above are classed as adults.

Offer for accompanying passengers in Västtrafik To Go

Customers who are 20 years or older and who have a period ticket for an adult in Västtrafik To Go have the possibility to bring up to three passengers between the ages of 7 and 19 with them on their period ticket without paying an additional charge. To take advantage of the offer, the passenger must activate the function on the ticket in Västtrafik To Go prior to travelling with the accompanying passengers. The offer is valid for 24 hours, 72 hours, 30 days, 90 days or 365 days for adults. The offer does not apply to period tickets issued on a Västtrafik travel card nor to paper tickets. This offer only applies to Västtrafik’s vehicles and the Öresund train.

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

Animals must be on a lead or in a cage or bag and are not permitted to sit on their own seat. 

You may only have with you as many animals as you can supervise and manage. Be sure to show consideration to your fellow travellers. You should also remember that problems can arise if there are already other animals on board when you join the vehicle. Onboard staff are fully entitled to decide how many animals can be taken on board.

Out of consideration for passengers with allergies, animals must travel at the rear of buses or trams. There are specially designated areas for pets on trains. The location on ferries may vary. On buses you and your animal are required to get on through the front door in order to show your ticket before moving to the back of the vehicle. (With the exception of lines 16-19, 25, 50, 52, 58 and 60 in Gothenburg, where you can get on board through any door.)

For the safety of everyone, you are not permitted to bring poisonous or dangerous animals on board.

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

Bicycle

You may not take bicycles on trams, buses, the Fjällbacka archipelago post boat or on demand-responsive transport. If there is enough room, you are welcome to take your bicycle with you, free of charge on Västtåg and most boats (except those listed on www.Västtrafik.se). Mini bikes, scooters and balance bikes may be brought on board if folded, free of charge. If there are fastening devices onboard, then you must use them. Electric scooters / scooters and other vehicles that are included in the category EPF (single-passenger vehicles), which are referred to by the Swedish Transport Agency as bicycles, are not permitted to be carried on buses and trams. Exceptions are if these are stored in a protective bag and can then be taken as hand luggage.

Please note that there may be a fee for taking a bike with you when travelling on lines going to and from other counties or on some of the boats when they are not run under the control of Västtrafik. 

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.

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, rollators and other assistive technology

You may bring a wheelchair, electric wheelchair or other equivalent technical aid on our vehicles. A walker, wheelchair or other equivalent technical aid may not exceed 70 cm wide, 120 cm long and together with the passenger weigh a maximum of 300 kg. This applies with the exception of trams and boats at low or high tide with plus / minus 60 cm at bridges that are not floating bridges. The maximum limit is then 250 kg. The wheelchair must be braked while driving. If you travel with a walker or wheelchair, you should be able to get on and off on your own or with the help of an escort. You get assistance with a lift / ramp on the vehicles if you need it, with the exception of the tram. In this case, you must alert the driver when getting on or off. If necessary, you get help from traffic personnel to fasten the wheelchair. In exceptional cases, however, there may be special circumstances when the driver or on-board staff assess that this is not possible, e.g. if it would affect the safety on board the vehicle or the safety of you as a passenger. If you are traveling by boat at low or high tide with plus / minus 60 cm, we cannot guarantee that you can get on board from jetties that are not floating jetties. 

On accessibility-adapted vehicles with an approved designated space for a wheelchair, boarding must take place through the doors with an orange marking. There are also universal design signs at the boarding door and on-board. When a fastening device is available, this must be used throughout the entire journey. In buses and trams with a wheelchair space without a fastening device, the wheelchair must be facing backwards against the support or seat back in the direction of travel. If the wheelchair space on a tram is occupied, it is permissible to use the flexible area. For safety reasons, wheelchairs as well as prams/baby carriages that use the flexible area may not be allowed to block the aisle or doors. On buses that do not have a special wheelchair space, you may not travel in your wheelchair and instead must use an ordinary seat, and the empty wheelchair must be stored in the space indicated and be locked with a brake.

Companion service – at stations and terminals

If you have a disability or special needs, you are entitled to assistance in connection with your trip at stations and terminals that provide this service. For more information about assistance services, visit Västtrafik’s website.

Assistance and guide dogs

If you need of a guide dog or certified hearing dog, you may travel anywhere in the vehicle.

Travel assistance card

The travel assistance card is a ticket that makes it possible for those who have difficulty in using public transport by themselves to take a friend or escort with them to help. The holder of the travel assistance card must have a valid ticket for his or her journey and lends the travel assistance card to the person who is travelling to give assistance. The travel assistance card can only be used in combination with another valid ticket. The card is personal and the name of the customer (the person entitled to the service) is printed on the ticket. The card is only valid together with a valid ID document.

In the case of a ticket inspection, the customer must be able to show a valid ticket, travel assistance card and ID with the same name as on the travel assistance card. When travelling on a vehicle without a card reader, the customer shall have a validity receipt for the travel assistance card. The card is valid a maximum of two years at a time.

Transportation service

Some special conditions apply to mobility services.

Terms and conditions for transportation service (Färdtjänst)

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 price reduction:

  • 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.

The right to compensation for delay assumes a sufficient margin to change vehicles during the journey, the connection time will normally be five minutes but can be both shorter and longer. When you search for a journey with normal connection times in our travel planner on our website or in our app, you will only be offered journeys with an approved connection time. To be eligible for delay compensation you must also not have received compensation for alternative transport when a delay is anticipated. Our delay compensation does not compensate for consequential costs such as e.g. new train tickets, missed doctor visits or lost earnings.

Compensation for alternative 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 alternative transport , such as a taxi or private vehicle 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. Maximum compensation is SEK 1,200 per passenger. An original receipt must be presented for travel by taxi.

Sharing a taxi or other form of transport with other passengers can allow you to receive compensation for a greater distance. The maximum amount is per person, so two people could travel by taxi for a fare of SEK 2,400.

If you apply for compensation for travel by taxi or your own car, you are not entitled to any more compensation for the delay.

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 or parking fees. The maximum sum is SEK 1,200 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 delay compensation in this case.

Application for delay compensation and expenses claims

If you want to receive compensation for a delay, you will need to file a claim regarding the journey and apply for compensation for the delay. You can do this digitally using a form on our website or via other digital channels.  It is possible to apply in writing for compensation for a delay via an application form that is available on our website, in our ticket offices or ordered from Västtrafik’s Kundservice, or alternatively to verbally apply by calling Västtrafik’s Customer Service Line on 0771-41 43 00.

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 other information you need to submit with your application as evidence of your expenses.

Payment of delay compensation

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

Resplus tickets

With a Resplus ticket, you are assured of reaching the final destination for your journey. When you purchase a Resplus ticket, which combines several different public transport carriers, the carriers jointly guarantee that you as a passenger will arrive at the final destination of your journey, irrespective of which carrier was the cause of a traffic delay. This is referred to as the Resplus Arrival Guarantee. For assistance, contact the transport company at the stage of the route where you become aware that a traffic delay has arisen.

An application for compensation for a delayed Resplus journey is made via a form available at  www.samtrafiken.se

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 transportation service, national transportation service, school transport, pre-booked hospital trip or booked transport (chartered service). 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. 

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 a maximum of SEK 1,200.

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 through. 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 validity receipt with you to prove that your ticket is valid.

If your ticket is on a mobile device, you must ensure that your mobile device is charged and connected to the internet throughout 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 can then 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. Activated period tickets need only be shown when requested. Tickets that do not need to be activated or read must be shown to the transport staff. Tickets purchased on board from staff or ticket machines must be purchased immediately on boarding of the vehicle. Mobile tickets must be purchased and activated before boarding.

Ticket checks and inspections

Ticket inspections are carried out on board and at stops when passengers are boarding or alighting. You must then show your ticket no matter what type of ticket you travelled with.

In Gothenburg's city traffic, on trams and bus lines 16-19, 25, 50, 52, 58 and 60, you can board through all the doors and do not have to show your ticket to the driver, but you need to show it during a ticket inspection.

In the rest of Västra Götaland and Kungsbacka, you must board the bus through the front door and the ticket must be shown to the driver. If you have a pram, wheelchair or walker, use the rear doors on the bus (marked with an orange frame) and show the ticket to the nearest ticket reader.

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 validity receipt 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. The amount of a penalty fare (supplemental charge) issued by Västtrafik is SEK 1,500. Once your payment of any surcharge has been received, you may continue to travel on the vehicle to its final destination, otherwise you may be asked to leave 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.

You may dispute the payment of additional fees by contacting the ticket control office within 10 days of the check having been made. More information can be found at Västtrafik’s website.

The penalty fee must be paid within 21 days of the check. Possibility of installment plan is available. In case of non-payment, the case may be handed over to a collection company and collection costs will be added. Upon payment reminder, a reminder fee of SEK 60 is charged. Interest is added 21 days from the date of execution in accordance with Sections 4 and 6 of the Interest Act (1975: 635).

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 in My Account, you can have the penalty fare reduced if you present your period ticket at the ticket inspection office within seven days, together with a valid photo identification and any certification, such as Intygskort. It is also possible to send in the documentation via e-mail to the Ticket Control Office. The penalty fare will then be reduced from SEK 1,500 to SEK 150.

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

Senior Travel Cards are automatically registered in Västtrafik’s customer register and thus seniors are encompassed within the possibility of a reduction of the penalty fare surcharge even if they do not have a “MyAccount”.

It is not possible to register school travel cards on My Account. If you have received a penalty fare and show your valid school travel card, we will write off the penalty fare, an administrative fee of SEK 50 will be charged.

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 Account. This does not apply to the Chalmers card as it is not a discounted period ticket. 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). It is also possible to send in the documentation via e-mail to the Ticket Control Office.

Changes to timetables, fares and routes, etc.

Zones, timetables, prices, routes, etc. are subject to change at any time. You can find the latest information on Västtrafik’s website or at Västtrafik’s ticket offices.Temporary changes may be made to accommodate track work, roadworks and major events, for example.

Terms and conditions of purchase

More information about tickets, points of sale, etc., can be obtained from Västtrafik’s website or Customer Service.

Where to buy your ticket

  • In the Västtrafik To Go app
  • At Västtrafik’s points of sale
  • From ticket dispensers on trams and at some stops
  • From the driver or on-board staff on some vehicles.

How to pay for your ticket

In the Västtrafik To Go app, you can pay by bank card, Swish, Västtrafik points or promotional codes.

In Västtrafik ticket offices you can pay by bank card, Swish, cash or vouchers.

More information about the payment options that are available on board our vehicles and through Västtrafik’s sales channels can be found on Västtrafik’s website.

Västtrafik points

You can pay using Västtrafik points in the Västtrafik To Go app.

How promotional codes work

Promotional codes are distributed via a campaign or as compensation for delay.

Promotional codes only have a value when they are redeemed for Västtrafik points. Promotional codes can only be redeemed for Västtrafik points and cannot be exchanged for cash.

Validity period of promotional codes

Promotional codes are valid for twelve (12) months from the date of issue unless otherwise stated on the promotional code itself. Shorter validity periods may apply to promotional codes issued during e.g. campaigns.

How Västtrafik points work

Västtrafik points are not transferable. You receive Västtrafik points when you redeem promotional codes in the Västtrafik To Go app.

You can also earn Västtrafik points by buying single tickets in the Västtrafik To Go app. To earn Västtrafik points, you must be logged in to My Account in the Västtrafik To Go app.

You can see your current Västtrafik points balance on My Account in the Västtrafik To Go app.

One (1) Västtrafik point has a value equivalent to one krona (SEK 1).

Terms and conditions for earning Västtrafik points

You earn Västtrafik points according to the special terms and conditions and levels that apply at the time you purchase your ticket. The special terms and conditions and current levels for earning Västtrafik points can be found at Västtrafik’s website.

How to use Västtrafik points

You can only use Västtrafik points to pay for tickets in the Västtrafik To Go app if you are registered and logged in to My Account in the app.

If you have Västtrafik points in your balance in the Västtrafik To Go app, the Västtrafik points will always be used first when you buy a ticket. If there are not enough points in your balance in the Västtrafik To Go app to pay for your ticket, you must pay the remaining amount for the ticket using a different payment method.

Västtrafik points cannot be exchanged for cash.

Validity period of Västtrafik points

Your Västtrafik points balance may cease to be valid and disappear automatically if you have not used or earned any Västtrafik points for a period of twenty-four (24) months. Every time you add or use Västtrafik points, the validity period is extended by a further twenty-four (24) months from the time of the transaction with points.

Vouchers and gift cards

You can use Västtrafik vouchers and gift cards to pay at Västtrafik’s points of sale but not on board vehicles. No change is given in cash.

You can use Västtrafik gift cards to buy tickets at Västtrafik ticket offices and sales points. Gift cards and vouchers are valid for one year from purchase. A shorter validity period may apply to vouchers issued under certain circumstances, for instance with a promotional campaign.

Receipt and delivery

Tickets are delivered in several ways. Tickets delivered to a Västtrafikkort or a mobile device are linked to the card or device to which they are delivered.

You will always be offered a receipt when you make a purchase at one of Västtrafik’s points of sale.

If you are registered on My Account, you can view your purchases there.

More information about the delivery of tickets and receipts is available on Västtrafik’s website.

Activation

If you need to activate your ticket yourself after purchase, it is your responsibility to check that the validity conditions of the ticket have not changed since you bought it. If, for example, you buy a youth ticket just before your 20th birthday but do not activate it until after your 20th birthday, it is not valid for you. You will then have to exchange the ticket at a Västtrafik ticket office.

Ticket validity

The ticket is valid for travel in accordance with the terms and conditions that apply when it is activated (see Activation above).

The validity period and the zones in which the ticket is valid vary depending on the type of ticket.

Liability for ticket, loss and barring of tickets

You, yourself are liable for your ticket and for being able to show a valid ticket for the duration of your journey.

Västtrafik can pay compensation for the loss of a ticket only if the loss is due to a circumstance for which Västtrafik is responsible, including careless handling.

Västtrafik does not accept liability for the loss of a ticket due to technical problems encountered by another party with whom Västtrafik does not have an agreement, such as your internet service provider, or for technical issues with your mobile device or the like.

If you are registered on My Account, there is a loss guarantee for a Västtrafikkort with a period ticket, as well as pay-as-you-go. The same applies to registered period tickets in the Västtrafik To Go app. 

A mobile ticket is linked to the mobile device used to purchase it. If the mobile ticket is registered and linked to your account on My Account, you can transfer the ticket to a different mobile device. You may need to do this if you lose your mobile device, for example. You can make this kind of transfer no more than twice in any 30-day period. To buy a period ticket 365 days in the app Västtrafik To Go, your phone’s operating system (Android/iOS) must be no more than 2 years old and you must be logged in when making the purchase.

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 the Västtrafik To Go app.

Västtrafik also has the right to apply a block if this is necessary for technical, security or other reasons in order to protect the interests of customers, third parties or itself.

If the manipulation, misuse or other unauthorised or illegal use of promotional codes or Västtrafik points is suspected, Västtrafik can fully or partially block or delete promotional codes and Västtrafik points without prior warning. Västtrafik also has the right to block or delete promotional codes and Västtrafik points if this is necessary for technical, security or other reasons in order to protect the interests of customers, third parties or itself.

It is not permissible to lend a period ticket to someone else for financial compensation.

Exchanges and refunds

Pursuant to the Swedish Distance and Off-Premises Contracts Act (2005:59), you have no general right of rescission when you purchase tickets.

Tickets can only be refunded or exchanged if this is stated in the terms and conditions that apply for the specific ticket type or if the passenger is entitled to a refund under the Swedish Act on the Rights of Public Transport Passengers.

Claims

If your ticket is incorrect or is delivered late, you can make a claim for this from Västtrafik Customer Service. If there is an error on a ticket you have purchased, you must make a claim within 60 days.

If you suspect an error after travelling using pay-as-you-go, you can report the error on Västtrafik’s website under Customer Service/Claim. You can make such a claim no sooner than 48 hours after your journey and no later than 60 days after your journey.

You can get help with a damaged Västtrafikkort in a Västtrafik shop or from transport staff and at points of sale.

If you have any problems redeeming promotional codes or earning or using Västtrafik points, please contact our Customer Service on: +46 (0)771‐41 43 00.

Lifespan of your Västtrafikkort

The Västtrafikkort has a limited lifespan. Cards bought from November 2012 onwards can be used for up to eleven years. You can find information about the lifespan of your card on the receipt given to you when you buy a ticket that is added to the card and on My Account on Västtrafik’s website.

Cards that are approaching their expiry date can be exchanged in a Västtrafik shop, by transport staff or at a point of sale. Any tickets or balace on the card will be transferred to the new card.

Replacement of the ticketing system

If Västtrafik replaces its ticketing system, it may be necessary to replace tickets. If so, this will take place over a transitional period of 24 months.

Expired tickets

Some expired tickets can be redeemed. Please contact Customer Service for more information.

Corporate customers

For passengers travelling using company cards, both the general terms and conditions of travel and the special terms and conditions of purchase for corporate customers apply. For more information, visit Västtrafik’s website

Purchase and payment of single tickets

You can buy single tickets in all our sales channels. You can buy them as a paper ticket or loaded to a Västtrafik card. You can also buy a ticket in the Västtrafik To Go app. Information on how to pay in the different channels can be found at Västtrafik’s website. You can not buy tickets on buses in Gothenburg, Partille and Mölndal.

Activating a single ticket

See the ticket for current activation terms and conditions. Single tickets bought using the Västtrafik To Go app are activated at the time of purchase.

Single tickets on a Västtrafik card become valid when they are presented to a card reader and they must be activated within 365 days of purchase.

Validity of single tickets

Your ticket is valid for 90 minutes if you are travelling in one zone and for 180 minutes if you are travelling across several zones, starting from the time of purchase.

The zone or zones for which your ticket is valid are stated on the ticket.

Abuse and blocking of single tickets on Västtrafik-cards

Västtrafik has the right to block single tickets loaded on a Västtrafik-card, where it suspects that the Cancel feature has been abused. Once Västtrafik has blocked your single ticket, you are not entitled to a refund of your single ticket.

Purchase and payment of period tickets

You can buy period tickets in Västtrafik stores, at Västtrafik’s agents and as mobile tickets in the Västtrafik To Go app. In some areas, period tickets are also sold on board. Period tickets that are not purchased using the Västtrafik To Go app must be loaded onto a Västtrafik card.

Activating a period ticket

Flexible start date

A flexible start date means that the ticket is not activated until the first time it is read by a card reader. Flexible period tickets must be activated within 30 days of the date of purchase and are valid from the time they are activated until 23:59 pm on the final day of validity. A period ticket that has not been activated within 30 days from the date of purchase is regarded to be fully used.

Fixed start date

With a fixed start date, you decide at the time of purchase what date the period will begin, but this must be within 30 days from the date of purchase. This applies both to period tickets on a Västtrafik card and in the Västtrafik To Go app. Fixed period tickets are valid from 00:00 on the first day of validity to 23:59 pm on the final day of validity. Period tickets on a Västtrafik card that are valid for 365 days are only available with a fixed start date.


It is important to be aware that the terms and conditions at the time of activation for each period ticket are the ones applicable. For example, if you buy youth tickets just before your 20th birthday but do not activate them until after your 20th birthday, they are not valid for you. You will then have to exchange the ticket at a Västtrafik store.


Exchanges and refunds of period tickets

You can exchange a period ticket for any other ticket product within 30 days of purchase if it has not yet been activated. If you have already activated the period ticket, you can exchange it for another ticket product within 24 hours of activation.
A period ticket can be refunded if Västtrafik changes the transport services available. In this case, the services available must have changed more than you could reasonably have been expected at the time of purchase. The change must also have a major impact on you. In such cases, the value remaining at the time of the refund will be repaid.

A refund for a period ticket for 90 or 365 days, which is not linked to a change in the transport services available, can be made on the basis of a special settlement. The commenced 30-day period is considered completed, and you may, based on the settlement, receive compensation for the remaining value of the period ticket in the form of an electronic code or voucher.

Period ticket validity

You can see the validity period of your period ticket and the zone or zones for which it is valid on the receipt, at a card reader or on a validity receipt. For more information about our various period tickets and the areas in which they are valid, visitVästtrafik’s website.

Offer for fellow traveller in Västtrafik To Go

Customers who are 20 years or older and have a period ticket for an adult in Västtrafik To Go have the possibility to bring up to three fellow travellers between the ages of 7 and 19 with them on their period ticket without paying an additional charge. To take advantage of the offer, the passenger must activate the function on the ticket in Västtrafik To Go prior to travelling with the fellow travellers. The offer is valid for 24 hours, 72 hours, 30 days, 90 days or 365 days for adults. The offer does not apply for period tickets issued on a Västtrafik travel card nor to paper tickets.

Purchase and payment of pay as you go

Pay as you go means that you can purchase and top-up a travel card with money in Västtrafik's stores, at Västtrafik's agents or on-board at some vehicles in certain areas. You can then use the card to pay for your travel on-board Västtrafik's vehicles.

Deposit for cards with pay as you go 

The first time you buy a Västtrafik card with pay as you go, you pay a deposit of SEK 50. You can use this to pay for travel if the balance on your card is lower than the cost of your journey. If the card is cancelled because it has expired, this deposit is not refunded.

Deposit refund form (PDF in Swedish, opens in a new window)

Activating pay as you go

Pay as you go does not need to be activated. The card is ready to use as soon as it has been topped up.

When you present your Västtrafik card to a card reader, the fare is deducted from the balance on your card. You may need to press the buttons on the card reader and present your card again if you change lines and services when travelling through more than one zone. For more information about travelling using pay as you go, visit Västtrafik’s website.

Exchanging pay as you go

You an use your pay as you go balance as part payment or full payment for another ticket.

Redemption of a card with pay as you go 

If you hand back a pay as you go card for redemption, the balance and deposit will be refunded to you in the form of a promotional code which can be used in the To Go app or a voucher which can be used when buying a ticket from a Västtrafik store or agent. If you want the money paid by cash, only the deposit will be refunded. If the balance on the card is negative, the refund will be reduced. See the special application form for redemption on Västtrafik’s website.

Validity of pay as you go

You can travel using pay as you go across one or more zones. If you are travelling within one zone, you can change lines within 90 minutes of your first check-in. If you are travelling between several zones, the change time is 90 minutes from when you checked out in the new zone. If you travel to a further zone, the 90-minute validity period applies there in the same way, but only if it has been less than 180 minutes since your first check-in.

If pay as you go is withdrawn from the ticket range, for example for technical reasons or if the ticketing system changes, you will need to exchange your pay as you go balance for a replacement ticket of your choice. Such exchange must be made during a transitional period of 12 months from the date when Västtrafik announces on its website that pay as you go is to be withdrawn from the ticket range. You cannot choose to have the balance or the deposit paid to you in cash.

Abuse and blocking of pay as you go

Västtrafik has the right to block your pay as you go account  and any funds in it, where it suspects that the Cancel feature has been abused. Once Västtrafik has blocked your pay as you go account, you are not entitled to a refund of your pay as you go credit or your deposit.

1-day and 3-day tickets are period tickets you can use for unlimited travel within the area stated on the ticket for 24 hours with a 1-day ticket and for 72 hours with a 3-day ticket.

1-day and 3-day tickets on a Västtrafik card become valid when they are used for the first time, or at the specified time determined at the time of purchase, but no later than 30 days after purchase, otherwise they expire. Unactivated 1-day and 3-day tickets can be exchanged within 30 days of purchase. No refunds nor exchanges may be made once a 1-day and 3-day ticket has been activated.

1-day and 3-day tickets bought using the Västtrafik To Go app are activated at the time of purchase.

1-day and 3-day tickets in the form of paper tickets that take effect immediately upon purchase cannot be refunded nor exchanged.

School travel cards is owned by the school / municipality and is personal.

School travel cards are not valid for travel with Ronden. A school travel card for Zone B is not valid for travel on Öresundståg trains.

The accompanying passenger offer does not apply to school travel cards, nor can they be used as part payment for travel with SJ and Tågab.

If you lose your school travel card, you should contact your school office, which will block your card and order a replacement.

If you are going to primary or lower secondary school and you leave your School travel card at home, you can still travel to school. At school, you should ask the school office for a “ticket for the trip home”.

If you go to upper secondary school and you leave your School travel card at home, you must pay for your journeys to and from school yourself.

If your School travel card is not working, you should ask the transport staff for help. If there is a problem with the card you will be given a temporary ticket. You should show this ticket to the school office, which will order a new card and give you a “Temporary school card” which you can use until the new one arrives.

Leisure 30 Days and Leisure 90 Days are period tickets for young people between the ages of 7 and 19. They are valid for unlimited travel with Västtrafik, excluding travels with Ronden and Närtrafik, on weekdays between 2 pm and 4 am plus 24 hours a day at weekends and during school holidays.

At the time of purchase, an activation date is set within 30 days.  The ticket must be activated before the holder reaches age 20 and may then be used throughout its entire period of validity.

Västtrafik’s certificate card is available to anyone with a “benefit claimant certificate” from the Swedish Social Insurance Agency. The card allows you to travel using Västtrafik’s youth period tickets, no matter the age. This offer does not include other tickets, such as pay-as-you-go or single tickets.

The certificate card is usually valid for three years but this may vary depending on your certificate from the Swedish Social Insurance Agency. The card acts only as a certificate and cannot be loaded with a ticket.

Your certificate card is personal to you and the expiry date and your name are printed on the back. At a ticket inspection, you must be able to show a valid ticket, your certificate card and valid personal identification corresponding to the name on the card.

Full terms and conditions of purchase and travel

The Chalmers card is a Västtrafikkort with a Chalmers top-up. The card is available only to staff and students studying at least part time (15 credits per semester) at Chalmers University of Technology.

A Chalmers top-up is a term period ticket that is valid all day long on lines 16, 16X and 55. Employees are only permitted to use the card for travel on business. Your Chalmers top-up is personal to you and you must write your name on the back of the card at the time of purchase. At a ticket inspection, you must be able to show personal identification as well as evidence that you work or study at Chalmers University of Technology. Approved certification: Mecenat card stating Chalmers student union, receipt for paid union fee from Chalmers student union, temporary union card from Chalmers student union and Chalmers employee pass with photograph.

This credit is not eligible for Västtrafik’s accompanying passenger offer. A refund is only provided if you are entitled to one under the Swedish Act on the Rights of Public Transport Passengers.

If your studies or your employment end, you are no longer entitled to travel using the Chalmers top-up. If you have pay-as-you-go or another Västtrafik product on your Chalmers card, you can continue to travel using this product.

For more information about the Chalmers top-up, visit Västtrafik’s website.

Many municipalities offer their senior citizens registered in the population register free public transport travel with Västtrafik’s senior ticket. The conditions vary depending on the municipality. The senior ticket is always sent to your national registration address. It is your responsibility to order forwarding of your mail if necessary.

The senior ticket is personal and you must be able to present a valid ID at a ticket inspection. You can add other Västtrafik products to the Senior citizen card (such as pay-as-you-go). If the added ticket is not a personal ticket, you can let someone else use it for travel.

Since the senior ticket is personal, it must be registered to the holder in Västtrafik's customer register. This is done automatically when the ticket is sent to you. If you unregister the ticket or register it on someone else, the ticket will be blocked.

Separate fares apply on some archipelago ferry services.

The try us out Trial Travel Pass is a period ticket that is valid for unlimited travel within a specified area and for a specified period. Each Trial Travel Pass is personal to the holder and must not be resold.

Trial Travel passes are not available for purchase and are provided by Västtrafik for marketing purposes.

Liability

Personal injury and material damage

Liability for personal injury and material 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 material 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

If you want to make a claim for compensation for other transport, or a claim for a price reduction, or if you want a refund on a period ticket in accordance with the Swedish Public Transport Passengers' Rights Act (2015:953), you must submit the claim within three years of your claim arising. 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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