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.
Cancel “Auto top-up”
You can cancel the Auto top-up service on Västtrafik’s website under My account. 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- The service is altered or withdrawn.
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 account 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 account 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 account, you can view your purchases there.
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.
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 trip. 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 period tickets and pay-as-you-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 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.
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 To Go 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.
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 account, 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 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. 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.
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 account. 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.
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 account 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 account for 90 days. This information is then pared down and archived.
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 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.
Some expired tickets can be redeemed.
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.