Terms and conditions of purchase and travel

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 driver's or other transport staff's 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, at transit stops, 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.

Youth tickets must be activated before you turn 20 years old. For example, if you buy a youth ticket before your 20th birthday and you activate the ticket after your 20th birthday, it's not valid for you. You must then exchange your ticket in one of Västtrafik's stores.

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. The offer only applies to Västtrafik’s vehicles and Öresundståg within Västtrafik's area.

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 rear of the vehicle. (However, on bus lines 16-19, 25, 50, 52 and 58 in Gothenburg, you can 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 assistance dog (see Guide dogs and assistance 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, including electric bikes, 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 strives to fulfil 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, the Swedish Act on the Rights of Public Transport Passengers and the European Passenger Regulations.

Wheelchairs, rollators and other assistive technology

You may bring technical aids on board our vehicles, such as a walker, wheelchair or electric wheelchair depending on space. The technical aid may not exceed 70 cm wide, 120 cm long and together with the passenger must 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 will be assisted with the 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. You are required to boarding and getting off the vehicle on your own, or with the help of a travel companion. If necessary, you can 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.

Guide dogs and assistance dogs

If you are dependent on an assistance dog or guide dog, you can board the bus together via any door and sit anywhere in the vehicle. Some buses have a recommended place behind the driver for passengers with a guide dog.

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.

Special terms and conditions apply to journeys outside the regular range of services. In addition to the regular terms and conditions of purchase and travel, you agree to be contacted for a survey of tickets, travel habits, travel experience and purchasing behavior. Participation in the survey is voluntary and the answers will only be used by Västtrafik in improvement work. Västtrafik collects contact information from internal systems and sources. Contact is made via email and/or text message.

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. Maximum compensation is SEK 1,500 per passenger. 

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 1,500 irrespective of how many people travel in the car.

For right to compensation with alternative transport (such as taxi) you need to present original receipt and the maximum compensation is SEK 1,500 per passenger. If original receipt is missing the expense must be verified in another way. Contact Västtrafik's Customer Service for further help.

Sharing a taxi or other form of transport with other passengers can allow you to receive compensation for a greater distance since the maximum amount is per person, for example two people could travel by taxi for a fare of SEK 3,000. In the case that one person has payed the entire expense and only one receipt is available, the names and addresses 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.

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

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.

You can apply for Delay compensation only if you within reasonable time after the journey ended, or, if the trip never was carried out would have ended, left Västtrafik a message wishing to make a delay claim. A message submitted within two months after the journey ended, or would have ended, will always be considered submitted within reasonable time.

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 1,500.

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.

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. It is possible to buy single tickets for adults with a debit card at a card reader in zone A. Information on how to pay in the different channels can be found at Västtrafik’s website.

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 90 and 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. When requesting a refund, you must provide written consent for Västtrafik to complete the refund and pay out the remaining value. 

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. The offer only applies to Västtrafik’s vehicles, Vy Göteborg - Ed and Öresundtåg within Västtrafik's area.

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 customer centre or at Västtrafik's agents. 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 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 tickets are provided by the school/municipality and are personal to the student. The validity varies depending on the type of ticket you have been given.

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. Contact the school/municipality for help with blocking or replacing the card.

Zone ABC 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 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 and flex ticket, 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

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), and 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.