Terms and conditions of purchase and travel

The terms and conditions of purchase and travel are a collection of rules designed to provide a feeling of safety and security when travelling with Västtrafik. Both for you as a passenger and for those who work on board.

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 on Västtrafik’s website or in its apps or 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. 

Your responsibility for your ticket and payment 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 for the Auto top-up service and 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 by telephone on 0771-41 43 00 and through digital channels such as email and Facebook.

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, 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 become valid.

Activation period

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

Area

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

Auto top-up

The Västtrafik card is automatically topped up with a new period or with money when presented at a card reader.

Card check

A printed paper slip from Västtrafik showing that the Västtrafik card 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.

Customer service

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

Delay compensation

Compensation you can claim if your journey is delayed.

Inspection

Check that a ticket is valid.

Line journey/trip

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

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.

Mobile ticket

A ticket on a mobile device.

My Pages

An e-service on www.vasttrafik.se that provides access to personal information and services.

Passenger

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

Pay-as-you-go top-up

Loading money onto a Västtrafik card.

Period ticket/Period card

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

Personal ticket

A ticket that is valid only for a specific person.

Point of sale

Västtrafik shops or agents that sell Västtrafik tickets. Promotional code A Promotional code is a code issued by Västtrafik or one of its agents that can be converted to Västtrafik points in your ToGo-app.

Public transport authority

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

Sales channel

Place of method of sale of Västtrafik tickets.

Single ticket

A ticket for an unlimited number of journeys within a specified period in one or more zones. NB! 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.

Student

A person with valid student ID from Studentkortet or Mecenat bearing the logo of Västtrafik, SL or Skånetrafiken. Students pay a reduced price on certain tickets.

Ticket

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

Transport staff

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

Travel planner

A service on www.vasttrafik.se and the Travel planner app where you can search for journeys.

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.

Vehicle

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

Voucher

A method of payment accepted at selected points of sale.

Västtrafik

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

Västtrafik balance

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

Västtrafik card

A card from Västtrafik onto which you can load tickets.

Västtrafik points

Västtrafik points are points you earn by buying tickets using the Västtrafik ToGo app or by redeeming Promotional codes. Västtrafik points can then be used to buy tickets in the Västtrafik ToGo app.

Västtrafik shop

Västtrafik’s own shops providing sales and service.

Zone

Continuous defined area, such as an urban zone or a municipal zone. See also Area.

General terms and conditions

Your right to travel is always dependent on there being enough space. You cannot reserve or book a space on Västtrafik’s vehicles. This also applies if you are travelling with a pram, pushchair, rollator, wheelchair or dog. Västtrafik cannot guarantee you a seat or even space on board when you change to another line. Before boarding, you must check which ticket is required for the journey and whether you need to have a printed card check with you. The driver may start driving before you have presented a valid ticket. Vehicles operating timetabled services only stop at a stop if you are waiting there and clearly indicate that you wish to board or if you are on board and you notify the driver in good time that you wish to alight. If there are stop buttons on board the vehicle, you should use these to notify the driver that you wish to alight at the next stop. Vehicles operating timetabled services may pass a stop without stopping to let people on, even if someone is waiting to get on or off, if:

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

 

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

Directions and instructions from the driver or other transport staff must always be followed. Passengers who do not comply with the rules of conduct and bans may be ejected. On ejection from the vehicle the passenger forfeits their ticket, their right to a refund and their right to continue their journey. The opinion of the driver or other transport staff on the interpretation of the rules is always final and must be adhered to without exception.

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

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

Children

Passengers aged 0–7 are classed as children. For safety reasons, children under the age of six cannot travel unaccompanied. Children aged six and above may travel unaccompanied if they have their own valid ticket (youth ticket).

Youth

Passengers aged 7–19 are classed as youths. Youths pay a reduced price on certain tickets.

Adult

Passengers aged 20 and above are classed as adults.

Accompanying passenger offer

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

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

Prams/pushchairs

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

Luggage

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

Seat belts

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

Pets

You can take two pets with you free of charge, except on the Ronden medical transport service, where pets are not permitted. Two pets may travel on the same vehicle or in the same section of a vehicle if they have the same owner. Otherwise only one pet is permitted in each vehicle or section of a vehicle. The driver or transport staff may allow more pets to be carried on board.
Pets must be on a lead, in a cage or in a bag. They may not be placed on a seat. Out of consideration for those with allergies, fur-bearing animals must be placed at the rear of the vehicle. On ferries, fur-bearing animals must travel in the specified place on the individual ferry.

Special conditions apply for those travelling with a guide dog or a certified hearing dog (see Wheelchairs and rollators). 

You can take manual and electric wheelchairs and electric scooters (electric wheelchairs with handlebars) on our vehicles. However, you cannot take electric scooters on buses.

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

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, you 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.

Assistance of an accompanying person at stations and terminals

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

Bicycles

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

Passenger’s responsibility for luggage, animals, etc.

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

Eating and drinking on board

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

Lost property

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

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

Wheelchairs and rollators

You can take manual and electric wheelchairs and electric scooters (electric wheelchairs with handlebars) on our vehicles. However, you cannot take electric scooters on buses. If you are travelling with a wheelchair or a rollator, you should be able to board and alight unaided or with the help of a companion. You will receive assistance with the vehicle lifts or ramps should you need it. In exceptional cases, however, there may be special circumstances when in the driver’s opinion, this is not possible, for example. if it might affect safety onboard the vehicle.  You must inform the driver if you require this for boarding or alighting. If required, transport staff will provide help to strap in your wheelchair and take payment for your journey. This does not apply on trams however.

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, you 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. 

Assistance of an accompanying person at stations and terminals

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

Guide dogs and hearing dogs

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

Accompanying persons

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

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

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

Demand-responsive transport

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

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

When travelling on vehicles without a card reader (some SJ and Öresundståg trains, for example), you must carry a 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 or mobile tickets must be purchased and activated no later than the time of boarding the vehicle.

Ticket checks and inspections

Ticket inspections are carried out on board and at stops when passengers are boarding or alighting. You must show your ticket when asked. If you are travelling with a ticket other than an adult ticket or if you are travelling with a personal ticket, you must be able to show evidence that you are entitled to travel with this ticket. If you are travelling on a vehicle without a card reader, you must have a printed card check with you. 15 If you have a mobile ticket, you must be able to show it on your mobile device. Please note that you are not permitted to copy a ticket to a different mobile device without Västtrafik’s consent.

Penalty fare

If you are unable to show a valid ticket at a ticket inspection, you may be liable to pay a statutory penalty fare in accordance with the law on penalty fares for public transport. You may also be ejected from the vehicle. Västtrafik has the right to confiscate a ticket where it is suspected that the ticket is counterfeit, has been tampered with or its validity is otherwise questionable. In this case, Västtrafik has the right to block a Västtrafik card on a temporary or permanent basis without compensating the owner for any remaining value. Västtrafik also has the right to block a Mobile ticket or access to Västtrafik’s app. Should you wish to challenge a penalty fare you may contact Västtrafik’s Ticket checks and inspections office within 10 days.

Reduced penalty fare

You must always carry your ticket with you on every journey. If you have forgotten your period ticket but have registered it on My Pages, you can have your penalty fare reduced if you show your ticket at the Ticket Inspection office within seven days. The penalty fare will then be reduced from SEK 1,200 to SEK 150. Please note that this only applies if you are registered on My Pages and have a period ticket that is also registered on My Pages. The period ticket must have been activated before the inspection in order to obtain the reduced penalty fare. If you are travelling using a student discount and have forgotten to bring your student ID with you on your journey, you can have your penalty fare reduced even if your ticket is not registered on My Pages. To have your penalty fare reduced to SEK 150, you need to visit the Ticket Inspection office within seven days and show your period ticket, valid ID document and valid student ID (see Valid ID document and Student in A to Z of terms above).

Changes to timetables, fares and routes, etc.

Zones, timetables, prices, routes, etc. are subject to change at any time. For the latest information, please visit Västtrafik’s website or shops. Temporary changes may be made to accommodate track work, roadworks and major events, for example.

Terms and conditions for purchase

Where to buy your ticket

  • At Västtrafik’s points of sale
  • In the Västtrafik To Go app
  • 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

You can pay for your ticket with a payment card or in cash. More information about the payment options that are available on board our vehicles and through our sales channels can be found on Västtrafik’s website. You can pay by payment card in the Västtrafik To Go app.

Autoladda

Cancel “Auto top-up”

You can cancel the Auto top-up service on Västtrafik’s website under My Pages. To ensure that a new period is not started, you must cancel the service no later than eight days before your validity period expires.

Please note that it can take up to seven days from the date of cancellation for the service to be cancelled. If you auto top-up the card during this time, the above terms and conditions apply.

Västtrafik has the right to terminate the Auto top-up service where:

  • Payment is not approved or allowed
  • The passenger is in breach of Västtrafik’s terms and conditions of purchase and travel
  • The passenger abuses the service
  • The service is altered or withdrawn.

Västtrafik points

You can pay using Västtrafik points in the Västtrafik ToGo app.

How Promotional codes work

Promotional codes are transferable. 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 campaigns.

How Västtrafik points work

Västtrafik points are not transferable. You receive Västtrafik points when you redeem Promotional codes in Västtrafik ToGo. You can also earn Västtrafik points by buying tickets in the Västtrafik ToGo app. To earn Västtrafik points, you must be logged in to My Pages in the Västtrafik ToGo app. You can see your current Västtrafik points balance on My Pages in the Västtrafik ToGo 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. 

How to use Västtrafik points

You can only use Västtrafik points to pay for tickets in the Västtrafik ToGo app if you are registered and logged in to My Pages in the Västtrafik ToGo app. If you have Västtrafik points in your balance in the Västtrafik ToGo 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 ToGo 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 be deleted 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 in your balance, the validity period is extended by a further twenty-four (24) months from the time you do this.

Vouchers and gift cards

You can use Västtrafik vouchers to pay at Västtrafik’s points of sale but not on board vehicles. No change is paid. You can use Västtrafik gift cards to buy tickets. Gift cards are valid for one year from purchase.

Receipt and delivery

Tickets are delivered in several ways. Tickets delivered to a Västtrafik card 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 Pages, you can view your purchases there. 

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, you will need to buy a supplement in order for the ticket to be valid for an adult.

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.

Loss and blocking of tickets

You are responsible for your ticket. Västtrafik can only pay compensation if the loss is the result of circumstances for which Västtrafik is responsible. Västtrafik is not responsible for technical problems at other parties, such as internet service providers, or for technical problems with a mobile device, etc. 18 If you are registered on My Pages, there is a loss guarantee for period tickets and pay-asyou-go tickets. Some tickets can be blocked. 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 Pages, 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. If the unauthorised or illegal use or misuse of a mobile ticket is suspected, Västtrafik can fully or partially block the ticket and/or access to the Västtrafik ToGo app without prior warning. 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.

Exchanges and refunds

There is no cooling-off period when you buy a ticket. 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. Västtrafik cards can in some cases be redeemed for a certain level of payment.

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 presume at the time of purchase. The change must also be of substantial importance for you. In such cases the value remaining at the time of the refund will be refunded.

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 My Pages. You must submit 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 Västtrafik card in a Västtrafik shop or from transport staff and at points of sale. If you have any problems redeeming Promotional codes or earning, redeeming or using Västtrafik points, please contact our Customer Service on: 0771‐41 43 00.

Personal information

Västtrafik is the controller of personal data for the processing of the personal information you provide. When you provide information, you consent to Västtrafik processing it for the purposes described here. Västtrafik stores your personal identity number, first name, surname, residential address, telephone number and email address. Västtrafik also records your mobile phone number and travel habits. Every month, Västtrafik retrieves address information from Statens personadressregister (SPAR) and updates any change of address or change of name.

On My Pages you can see what information Västtrafik has stored about you. Västtrafik also records purchase and travel transactions. The purchase and travel history may be classified as confidential under the Swedish Public Access to Information and Secrecy Act. When you make a payment using a payment card, Västtrafik works with DIBS Payment Services AB to check the purchase. No sensitive information about your payment card is provided to Västtrafik and DIBS guarantees that this payment method complies with the security requirements of the banks.

The personal information recorded is used to enable Västtrafik to fulfil its obligations, to provide services to Västtrafik’s passengers, such as ticket purchases, requests for refunds or delay compensation, and to handle enquiries made to Västtrafik’s Customer Service. Your information may also be processed when you redeem and use Promotional codes and when you earn, redeem and use Västtrafik points, for administrative purposes and where necessary to monitor your use of Promotional codes and Västtrafik points.

Personal information may also be used to verify a ticket’s validity during ticket inspections, as well as to provide you with information and offers relating to Västtrafik’s products and services. In some cases the information may be used in market research surveys, in which participation is voluntary. Västtrafik only provides personal information to suppliers working on behalf of Västtrafik, unless other disclosure is required by law, ordinance or public authority regulation, or is otherwise necessary in order to allow us to fulfil our obligations to you. Once per calendar year you can request to receive information free of charge about the personal data Västtrafik holds about you. You can request the correction of incorrect or incomplete information at any time. You should send your request for information or for the correction of incorrect data to: Västtrafik AB Registrator Box 123 541 23 Skövde The personal information recorded about you is stored by Västtrafik until you choose to deregister as a passenger. You can view your purchases and travel history on My Pages for 90 days. This information is then pared down and archived.

Cookies

Västtrafik uses cookies, which are small text files that are stored on your computer or mobile device when you use our website and our apps. These store information such as personal settings, which allow us to track your use of Västtrafik’s website or apps and personalise your visit. By visiting Västtrafik’s website and apps you consent to Västtrafik’s use of cookies. Västtrafik does not use third-party cookies. If you want to know when your device receives a cookie, you can set up notification of this in your web browser. This enables you to accept or reject a cookie. You can also set your device to reject all cookies.

Lifespan of your Västtrafik card

The Västtrafik card has a limited lifespan. Cards bought before November 2012 can be used for up to five years. 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 Pages 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 money 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. 

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 at http://www.vasttrafik.se/foretag.

Buying and paying for single tickets

You can buy single tickets through all sales channels except for the Auto top-up service and on buses in Gothenburg, Partille and Mölndal. You can buy them as a paper ticket or on a Västtrafikkort. You can also have a mobile ticket sent to your mobile device using the Västtrafik To Go app.

Activating a single ticket

Paper tickets and mobile tickets are activated and become valid at the time of purchase.

Tickets on a Västtrafikkort 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.

If you are travelling between zones, you are not permitted to pass through a zone where the total fare from your start zone is higher than the price of the ticket you have already purchased.

Bridging ticket

You can extend the validity of a single ticket to more zones by purchasing a bridging ticket (not available for mobile tickets). You must do this before you have passed through the first zone and within the validity period of your single ticket. The validity period is calculated on the basis of the ticket you purchased last. Your single ticket is used as part payment when you buy a bridging ticket.

Bridging tickets cannot be bought to extend the validity of tickets purchased using the Västtrafik To Go app.

Full terms and conditions of purchase and travel

Buying and paying for period tickets

You can buy period tickets at Västtrafik ticket offices, at Västtrafik’s points of sale and as mobile tickets in the Västtrafik To Go app. In some areas, period tickets are also sold on board vehicles. Period tickets that are not purchased using the Västtrafik To Go app must be loaded onto a Västtrafikkort.

Activating a period ticket 

A period ticket on a Västtrafikkort is activated when you make your first journey with it. You can also choose a specific activation date when you buy your period ticket. The ticket must be activated within 180 days of purchase, otherwise it will become invalid. For period tickets in the Västtrafik To Go app, you select the activation date, which must be within the next 30 days, at the time of purchase.

If you top up your card with more than one period ticket at the same time, it is important to remember that each period ticket is subject to the terms and conditions in force at the time it is activated. For example, if you buy youth tickets just before your 20th birthday but do not activate them until after your 20th birthday, you will need to buy a supplement in order for the tickets to be valid for an adult. 

Exchanges and refunds of period tickets

You can exchange a period ticket for any other ticket product within 180 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. This does not apply to Chalmers top-ups.

A period ticket can be refunded if Västtrafik changes the transport services available. In this case, the services available must have changed more than 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 refunded.

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.

Full terms and conditions of purchase and travel

Buying and paying for pay-as-you-go top-ups

You can buy a pay-as-you-go top-up in Västtrafik ticket offices, at Västtrafik’s points of sale and, in some areas, on board vehicles. 

You can create a pay-as-you-go account on the card by topping it up with money. You can do this at Västtrafik ticket offices, at Västtrafik’s points of sale and on some vehicles. You can then use your card to pay for travel on board Västtrafik’s vehicles. 

Deposit for pay-as-you-go cards

The first time you buy a Västtrafikkort 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. Use the form below to redeem or cancel your Västtrafikkort.

Deposit refund form (PDF, 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 Västtrafikkort 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.

Exchanging pay-as-you-go

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

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 validity period is 90 minutes from when you check 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 cards

Västtrafik has the right to block your card with pay-as-you-go, with the amount due, where abuse has been made of the Undo feature. Abuse of the Undo feature arises if you have used the service more than four times in a month. After Västtrafik has blocked your card, you are not entitled to you pay-as-you-go or refund of your deposit.

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

24-hour and 72-hour tickets on a Västtrafikkort become valid when they are used for the first time, but no later than 90 days after purchase, otherwise they expire. Unactivated 24-hour and 72-hour tickets can be exchanged within 90 days of purchase.

24-hour and 72-hour tickets bought using the Västtrafik To Go app are activated at the time of purchase.
24-hour and 72-hour paper tickets become valid at the time of purchase and cannot be exchanged.

Full terms and conditions of purchase and travel

5-trip cards are no longer offered as part of our range, but existing cards can be used for up to 500 days from the date of purchase.

School cards are owned by the school, are personal to the holder and their validity varies depending on the municipality.

School cards are not valid for travel with Ronden. The Kungsbacka School card is not valid for travel with Öresundståg trains.

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

If you lose your School 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 card at home, you can still travel to school. At school, you should ask the school office for a “ticket for the journey home”.

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

If your School 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 your new card arrives.

Full terms and conditions of purchase and travel

Fritid 100 dagar is a period ticket for young people. It is valid for 100 days for unlimited travel with Västtrafik, excluding Ronden, on weekdays between 2 pm and 4 am and 24 hours a day at weekends and during school holidays.

The ticket must be activated within 180 days of purchase. It must be activated before the young person reaches the age of 20 and can then be used for the full 100 days.

Full terms and conditions of purchase and travel

Västtrafik’s Intygskort is available to anyone with a “benefit claimant certificate” from the Swedish Social Insurance Agency. This card allows you to travel using Västtrafik’s youth period tickets, regardless of your age. This offer does not extend to other tickets, such as pay-as-you-go.

The Intygskort 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 Intygskort 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 Intygskort and valid personal identification corresponding to the name on the card.

Full terms and conditions of purchase and travel

Gothenburg Extension is a termly period card for youths that is valid for unlimited travel with Västtrafik within Gothenburg municipality on weekdays between 2 pm and 4 am and all day long at weekends and during school holidays.

Many municipalities offer their senior citizens who are registered in the population register free travel within their municipal zone with Västtrafik’s Senior citizen card. The terms and conditions vary between municipalities.

The senior citizen account on the card is personal to you and you must be able to show identification at a ticket inspection. You can load other Västtrafik products onto the Senior citizen card (such as pay-as-you-go). If the ticket is not a personal ticket, you can let someone else use it for travel.

Full terms and conditions of purchase and travel

Separate fares apply on some archipelago ferry services.

The Göteborg City Card is a personal card that, among other things, allows unlimited travel on Västtrafik’s vehicles in Gothenburg and in a number of neighbouring municipalities. For more information, visit www.goteborg.com.

The Trial travel pass is a Västtrafik card with a period ticket that is valid for unlimited travel within a specified area and for a specified period. The 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 property damage

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

Force majeure

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

Limitation period

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

Disputes

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