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 by telephone on 0771-41 43 00 and through digital channels such as email and Facebook. For more information see www.vasttrafik.se.

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 in one or more zones.

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. Can be contacted by telephone on: 0771-41 43 00 and through digital channels such as email and Facebook. For more information see www.vasttrafik.se/kundservice

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.

Product promotional code

A promotional code that applies to a specific product

Passenger

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

The Travel planner

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

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.

Public transport authority

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

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.

Inspection

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

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.

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

Zone

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

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.

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 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).
  • 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 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).

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 aged 0–6 are classed as children.

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

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

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 cards, adults/youths can take with them as many children as they are able to take full responsibility for.

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

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

Animals must be on a lead or in a cage or bag and are not permitted to sit on their own seat.
You must always supervise your animal and consider your fellow passengers. You should also remember that problems can arise if there are already other animals on board when you join the vehicle.
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.
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 nedan).

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. 

Assistance and guide dogs

If you need a guide dog or a certified hearing dog, you are always entitled to bring your dog along with you free of charge and you may travel wherever you wish on the vehicle.

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, rollators and other assistive technology

You may bring a wheelchair, electric wheelchair or other equivalent technical aids on our vehicles. However, you cannot take an electric scooter on buses. In exceptional cases, however, there may be special circumstances when the driver or other staff on board decide that this is not possible, for example if it might affect safety onboard the vehicle.

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. 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 be no more than 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 throughout 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 positioned backwards against a support or seat back in the direction of travel. 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. For more information about the rules onboard for wheelchairs may be found on the Västtrafik website.

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 guid 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 for 8 months at a time.

Transportation service

Some special conditions apply to mobility services. More information can be found at www.Västtrafik.se.

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 in our travel planner on the website, in our apps or by calling our customer service number, you will only be offered journeys with the approved connection time. To be eligible for delay compensation you must also not have received compensation for alternative transport when a delay is anticipated.

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 (e.g. taxi) to your final destination for your planned journey using a Västtrafik ticket. If there are no taxis available, you can travel using a private vehicle. Maximum compensation is SEK 1,200 per passenger, upon presentation of original receipt.

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

To receive any delay compensation, you must file a claim to do with the trip and apply for delay compensation. This can be done verbally via Västtrafik's Customer Service by calling: +46 (0)771-41 43 00 or in writing by means of an application form, which you will find in our stores or by ordering one from Västtrafik's Customer Service. You may also apply for delay compensation digitally, by completing a form on our website or via other digital channels such as email.

You must apply for delay compensation no later than two months after the journey was - or should have been - completed. Two months is always a reasonable time. Västtrafik will accept later applications for delay compensation and expense claims if, in Västtrafik's opinion, it would seem reasonable due to your personal circumstances such as sickness or the like.

Nonetheless, Västtrafik will not accept applications for delay compensation and expense claims that are submitted more than three years after your journey was - or should have been - completed.

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

Resplus tickets

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

Öresundståg tickets

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

When does the right to delay compensation not apply?

You are not entitled to delay compensation if you are travelling by 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. Delay compensation does not apply if a group is travelling together and not everybody is able to travel on the same departure.

Replacement services

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

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. 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 www.vasttrafik.se.

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. 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 citizen cards are automatically registered on My Account.

It is not possible to register school cards on My Account. If you have received a penalty fare and show your valid school 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).

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 www.vasttrafik.se 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

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, 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 www.vasttrafik.se

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 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 www.vasttrafik.se.

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 promotional codes are valid for one year from purchase.

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 www.vasttrafik.se.

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.

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. 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 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.

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.

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.

Västtrafikkort can in some cases be redeemed for a certain level of payment. More detailed information about which Västtrafikkort’s this applies to and what reimbursement you will be entitled to on redemption at any given time can be found on Västtrafik’s website at www.vasttrafik.se.

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/Delay Compensation and Claim. 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 Västtrafikkort 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: +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 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. 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.

Purchase and payment of single tickets

You can buy single tickets in all sales channels. You can buy them as a paper ticket or on a Västtrafikkort. 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 www.vasttrafik.se. You cannot 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 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 change time for 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

Purchase and payment of period tickets

You can buy period tickets in Västtrafik shops, 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. For more information see www.vasttrafik.se. Period tickets that are not purchased using the Västtrafik To Go app must be loaded onto a Västtrafikkort.

For more information about period tickets, visit www.vasttrafik.se.

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, they are not valid for you. You can then change the tickets in Västtrafik's ticket offices.

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 and period tickets in To Go.

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 repaid.

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, visit www.vasttrafik.se.

Full terms and conditions of purchase and travel

Purchase and payment of pay-as-you-go top-ups

You can buy a pay-as-you-go top-up in Västtrafik shops, at Västtrafik’s points of sale and, in some areas, on board vehicles. More information can be found at www.vasttrafik.se.

You an create a pay-as-you-go account on the card by topping it up with money. You can do this at Västtrafik shops, 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. For more information about pay-as-you-go, visit www.vasttrafik.se.

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. If the card is cancelled because it has expired, this deposit is not refunded.

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. For more information about travelling using pay-as-you-go, visit www.vasttrafik.se.

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 pay-as-you-go card

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 ticket office or sales point. If you want the money paid into a bank account, 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 www.vasttrafik.se.

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 Västtrafikkort become valid when they are used for the first time, but no later than 90 days after purchase, otherwise they expire. Unactivated 1-day and 3-day tickets can be exchanged within 90 days of purchase.

24-hour and 72-hour tickets and 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

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 on 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 trip 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 the new one arrives.

Full terms and conditions of purchase and travel

Leisure 100 days is a period ticket for youths. It is valid for 100 days for unlimited travel with Västtrafik, excluding Ronden and Närtrafik, 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 youth reaches the age of 20 and it can then be used for the entire period of validity.

Full terms and conditions of purchase and travel

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, whatever your 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 Intygskort and valid personal identification corresponding to the name on the card.

Full terms and conditions of purchase and travel

Gothenburg Extension is a term period card for youths that is valid for unlimited travel with Västtrafik within Gothenburg municipality on weekdays between 7 pm and 4 am and all day long at weekends and during school holidays.

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.

Full terms and conditions of purchase and travel

Several municipal authorities offer their senior citizens registered in the population register free travel within their municipal zone with Västtrafik’s senior citizens card. The terms and conditions vary depending on the municipality.

Senior citizens tickets are personal and you must be able to show ID at a ticket inspection. You can load other Västtrafik products onto the senior citizens card (such as pay-as-you-go). If the 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 happens automatically when the card is issued. If you unregister the card or register it for someone else, the senior citizens ticket will be blocked.

Full terms and conditions of purchase and travel

Separate fares apply on some archipelago ferry services.

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

Disputes

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

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