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Frequently asked questions

Passengers

The timetables are available in Timetable Search on Matkahuolto’s website and from the service number 0200 4000 (€1.98/min + local network charge).

The message may due to one of the following reasons: 1) The chosen route may not have a direct bus or transfer connection confirmed by the bus operator. 2) The chosen route or all of its legs may not be run on the particular day you selected. 3) The departure date falls outside the range of dates covered by the current timetable and the timetables including the requested date have not yet been stored in the database.

  • as = station
  • kk = village centre
  • kko = church
  • las = bus station
  • ras = train station
  • th = roadside stop, often at a crossroads leading to a village or city along a main route
  • Letters P (north), I (east), E (south) or L (west) after the stop name indicate the direction of the bus. For example, P means a northerly direction.

The transfers listed in the timetable search have all been checked and verified. It may be a good idea, however, to let the driver of the first bus know about your upcoming transfer, so he/she can inform the transfer bus driver that there is a transfer passenger coming in case there is a delay.

Timetable Search is based on dates. Each day starts at 00:00 and ends at 23:59. Departures leaving after 00:00 are found under the next day’s date.

Tickets can also be purchased at Matkahuolto terminals, as well as on the bus. The price of a ticket purchased on the bus may differ from the prices indicated on Matkahuolto’s website.

Prices may differ from the prices show on the website if you buy the ticket from the driver.

Passengers are entitled to only one discount at a time. For example, if you travel with a Special Offer eBus Ticket, you are not entitled to a student discount.

Online Tickets can be cancelled up to 24 hours before the start of the journey. A return ticket may be cancelled in whole or in part at the latest 24 hours before the start of the outward journey. If the journey is on a weekend or a public holiday or the following working day, the cancellation must be requested on the previous working day. A service fee of nine (9) euros will be charged for the service. Only one cancellation per booking number is allowed. Cancellations can be made using the Online ticket cancellation form. It is not possible to make changes to an online ticket.

If a disabled person or person with reduced mobility is unable to travel alone because of his or her disability or reduced mobility, they must be accompanied by a travel companion. The companion may travel together with the person being assisted free of charge if the total length of the route from the point of departure to the destination exceeds 250 km even if the trip they actually take is shorter than that. Inform of the companion when booking assistance.

Seat reservations are not obligatory, but it is advisable to reserve a seat particularly if you are travelling during weekends and holidays. The seat reservation is free of charge.

If you lose a Travel Card containing a valid ticket or if it is stolen, you can file a request at Matkahuolto terminals and outlets to have the matter investigated. A service fee of twenty (20) euros will be charged for a request for investigating a lost or stolen Travel Card. After the investigation, the trips or value remaining on the card will be credited to your bank account within two months in accordance with the refund terms.

In the future, tickets will be purchased and used via the Trips and Tickets app downloaded to your phone, eliminating the need for physical travel cards.

Ticket sales will be transferred to the Trips and Tickets app to improve the customer experience. The app allows you to buy tickets quickly, regardless of time and place. In this way, we can respond to changing customer behaviour and new customer needs.

In the future, tickets will be purchased in the Trips and Tickets app. The app can be downloaded free of charge for Android and iOS devices from app stores.

Thanks to the change, you can now buy tickets, check remaining trips and ticket expiry dates directly from the app without the need for a separate travel card. Paying for your trip is easy, as the driver reads the QR code of the ticket directly from the app.

In Matkahuolto’s online store, payments can be made using your online bank, Visa or MasterCard. In the Trips and Tickets app you can pay by MobilePay or by Visa- and MasterCard.

Most busses accept cash. The acceptability of other means of payment varies from one operator to another.

The payment policy depends on the company involved.

Call Matkahuolto’s service number 020 331 222 (Mon-Fri 8-16) and ask for the receipt. The call charge is 8.4 cents/min. You can also request the receipt by email at matkapalvelut.palautteet@matkahuolto.fi.

You can find the price and age limit of a Children’s Ticket in the Timetable Search. To display the age limit for a Children’s Ticket, click the round i button next to the ticket price.

All bus tickets good for travel in Finland include value added tax at 10% the amount of which is shown on the receipt issued by Matkahuolto. From 1.1.2023 until 30.4.2023, the VAT on bus tickets is 0% due to a change in the VAT law approved by the parliament.

Timetable Search shows all the stops at which the bus stops. Express buses will only stop at the listed stops. Departures marked as regular services may also stop at other stops along the route.

On some routes, the Special Offer eBus Ticket is only valid for travel between the stops or cities indicated on the ticket and the discount price does not apply if you get on or off the bus at intermediate stops on the route. For more information on the special terms of the Special Offer eBus Ticket, click here.

If you are travelling on an eBus or Special Offer eBus Ticket, you need to prove your right of travel by presenting a driving license, passport or ID card issued by the police.

Passengers carrying a personal Travel Card must be able to show proof of identity upon request.

The card entitling to the discount must always be presented when purchasing the ticket and when boarding the bus.

The policy depends on the bus company involved. Services that allow pets are indicated in the Timetable Search.

Pets are allowed on most bus services. Ordinary, non-dangerous pets can be transported by bus if they are accompanied by a companion who assumes responsibility for the pet, provided that there is room on the bus. Pets should be placed on the bus in a location that causes minimum inconvenience to passengers. Pets may not sit in the seats of the bus or be allowed to roam free. Any allergy sufferers already on the bus have the right to choose their seats first, and, if necessary, may ask the bus driver to prevent a pet from boarding the bus. The policy depends on the company involved. In the Timetable Search, you can check any comments on departures by clicking the round i button next to the desired service.

Pets may be subject to a surcharge which varies according to the bus company. Any surcharge is paid to the driver on the bus.

Co-passengers are not entitled to prevent a guide or assistant dog from boarding the bus.

There are no child safety seats available on the buses. You can bring your own safety seat, but it is not required by law. Everyone must wear seat belts, if the bus has them. Most buses have seat belts in all seats, but there may not be a belt suitable for attaching a newborn car seat.

You can find the price and age limit of a Children’s Ticket in the Timetable Search. To display the age limit for a Children’s Ticket, click the round i button next to the ticket price.

Ordinary hand luggage is transported free of charge under the seat or on the luggage rack. All other luggage will be placed in the hold. Hand luggage transported in the passenger compartment should not be so large as to restrict the space available for other passengers. On most long-distance services, travellers can have two suitcases or bags placed in the hold free or charge. Passengers should inform the bus company of the transport of bicycles, prams or other bulky luggage no later than the working day before departure. Bus operators may charge a company-specific fee for the transport of large items.

The policy depends on the company involved.

For some services, it is possible to buy a separate ticket for a bicycle. The bicycle ticket can be used to transport one adult bicycle or one children’s bicycle. You must buy a different ticket for each bicycle. The charge for transporting bicycles varies according to bus operator.

If a bicycle ticket is not available for the service in question, it is advisable to inquire about the possibility of bicycle transport from the bus company operating the service in advance, at the latest on the working day before the departure date. Check the Timetable Search for the contact details of the bus company and any comments on the departure in question by pressing the round i button next to the desired service.

The bus driver may make phone calls required by his or her duties within the limits imposed by the Road Traffic Act.

It is permissible to eat and drink on the bus if you manage to keep your area tidy and as long as the item involved is not specifically forbidden on the bus (e.g. ice cream and grilled fast food). Smoking and consumption of alcohol and other intoxicants are strictly forbidden on the bus.

All passengers have the right to enjoy a comfortable bus ride and the bus driver must be allowed to do their job without interference.

Bus driver has the right to remove from the bus any passenger who is causing a disturbance and continues to do so despite being cautioned. If the passenger cannot be removed immediately, the bus driver has the right, if necessary, to restrain the person involved until removal is possible.

Co-passengers have the right, at the bus driver’s request, to assist in removing or restraining any passenger causing a disturbance. If necessary, bus driver is entitled to request police assistance.

Passengers may not be removed from the bus if this would jeopardize their health. Passengers are asked to inform the bus driver of any vandalism taking place on the bus. Passengers are liable to pay compensation for any damage caused to the bus.

Contact Matkahuolto’s customer services at 020 331 222 (Mon-Fri 8–16). The call charge is 8.4 cents/min. You can also contact Matkahuolto by e-mail at matkapalvelut.palautteet@matkahuolto.fi. You can also contact the bus company operating the service directly.

Some bus companies deliver lost property to lost property offices, while others keep lost property in their own depot. Bus companies operating services often indicate on their own websites where the lost property found on the bus will be delivered.

Bus companies makes the decicions about timetables and routes for services that are operated market-based. There are also departures that are arranged by authorities (The Centres for Economic Development, Transport and the Environment (ELY-Centres), municipalities and federation of municipalities) and operated by bus companies.

Any wishes can be sent to Matkahuolto, which will forward them to the right operator. Feedback can be given by phone to 020 331 222 (Mon-Fri 8–16). The call charge is 8.4 cents/min. Feedback can also be sent by e-mail to matkapalvelut.palautteet@matkahuolto.fi.

Each bus operator makes its own timetables. All wishes, feedback and comments concerning bus companies can be directed to the company involved.

All thanks can be sent to Matkahuolto, which will forward them to the right operator. Feedback can be given by phone to 020 331 222 (Mon-Fri 8–16). The call charge is 8.4 cents/min. Feedback can also be sent by e-mail to matkapalvelut.palautteet@matkahuolto.fi. Thanks can also be expressed directly to the bus company operating the service.

The majority of services have no minimum age limit for children travelling alone. However, practices vary from one bus company to another. In the Timetable Search, you can check any comments on specific departures by clicking the round i button next to the desired service.

Parcels

Write the activation code provided after the purchase and indicated in the order confirmation on the parcel together with the name, address and telephone number of the recipient. You don’t need to print an address card, as we’ll take care of it for you at the time of dispatch or when the parcel arrives at our processing centre.

XXS, S, M, L and XL parcels can be sent from all Matkahuolto service points, including parcel lockers. Larger parcels (maxi and wide), tyre sets, ski bags and parcels sent with the Handle with Care extra service must be sent from Matkahuolto terminals or agent outlets. Use the mobile app’s Service Point Search to find a location nearest to you and your parcel.

No, because Matkahuolto does not carry motor vehicles.

No, but you can hand it over at any Matkahuolto outlet, and a Pick-up Parcel purchased online can be sent from any parcel pick-up point.

You can buy transport for your bicycle on our website, in the Parcels app or at a service outlet. It is important to protect the bicycle during transport; any protruding parts liable to be damaged or scratched should be carefully protected with bubble wrap or cardboard. The folding parts must be folded and taped together. Make sure that the bicycle wheels rotate freely. Do not lock the bicycle for transportation to facilitate moving and handling.

You can buy transport for your bicycle on our website or from Paketit app as XXL Flex parcel.

The Car Tyre Set service allows you to send five parcels (4 tyres and bolts) at a time. The easiest way to buy transport for tyres is to do it on our website or in the mobile app. Choose “View large parcels” which enables you to select the Car Tyre Set service. Each tyre must be individually wrapped in plastic or packed in tyre bags sold by Matkahuolto. If the tyres include wheel rims, they have to be protected by taping a cardboard sheet over the rims before the tyres are inserted into bags. Spiked wheels must be completely wrapped in cardboard. The price for online and in-app purchases is 79.90€.

The weight can be a maximum of 35 kg, and the longest side of the parcel can be no more than 240 cm, with the length + width + height not exceeding 300 cm (XXL Flex).

No.

Matkahuolto does not carry live animals. Except for live insects, larvae and worms used as fishing baits, and live crabs during the crab fishing season. For detailed instructions for the carriage of animals, see Animal Transports on our website.

It is advisable to send perishable foods as Express Parcels. Then the consignor will know the exact time of arrival of the parcel at its destination.

Matkahuolto does not have refrigerated or high-temperature transport units, nor facilities for the refrigerated or high-temperature storage of parcels.

The transport charge does not include insurance. If you want to insure your shipment, you must purchase the insurance directly from the insurance company (specific cargo insurance).

The maximum weight and volume of parcels exclude large pieces of furniture, such as sofas, dining tables, etc.

In such cases, you should contact our customer service directly. We are very happy to be of assistance. You can find our contact information in the “Customer Support” section of the mobile app.

The mobile app allows changing recipient details even after you have purchased delivery for your parcel. You can change the pick-up point before you bring the parcel to the parcel locker or service outlet, and you can change the name or contact information of the recipient before the delivery of the parcel to the pick-up point starts.

If you need to make changes to the consignment at a later stage, please contact Matkahuolto’s customer service. Contact information can be found in the mobile app under “Customer Support”.

The parcel has been handed over to Matkahuolto but it has not yet been loaded for transport.

‘Jakelussa/jaettu' means that the parcel will be delivered to the consignee during that day. No special entry indicating the time of handover will be provided.

The delivery time of the parcel is 1-3 working days, so the parcel is still on the way. When the parcel is available for pick-up, we will notify the consignee by SMS or email.

Track & Trace will show the pick-up location as soon as your parcel is available for collection. If Matkahuolto is the pick-up point, you can see more detailed pick-up point information from the link in Track & Trace. If K-store, R-Kiosk or another Matkahuolto parcel outlet is the pick-up point, the name and address of the pick-up point will appear in Track & Trace and you can also use the link in Track & Trace to view the location of the pick-up point on a map.

You can trace the parcel in Finland up to Oulu. After that, the consignment ID changes. For the Swedish leg of the journey, consignments can be tracked and traced by accessing Bussgods AB’s website at http://bussgods.se/ and selecting Sök paket.

Valitse palautuvalle paketille Paketit-sovelluksessa tai tekstiviestissä olevasta linkistä mitä haluat tehdä paketille. Jos haluat paketin takaisin itsellesi, maksa palautuskulut etukäteen ja valitse mistä noutopisteestä haluat hakea paketin takaisin. Voit varmistua maksulinkin aitoudesta helposti lähetystunnuksella lähetysten seurannasta joko verkkosivuillamme tai Paketit-äpissä.

Jos et jostain syystä halua pakettia takaisin, voit antaa meille luvan sen kierrättämiselle. Se on maksutonta.

A text message will be sent to the mobile phone number or email provided by the consignor. Arrival notifications can also be configured to arrive as a mobile app notification.

Yes you can. The shipment details show you the latest tracking events and the mobile app clearly tells you when your parcel is ready for collection. However, if the consignment is in the parcel locker, you will need a locker code to open the door. You can find the locker code in the parcel information on our mobile app and on our website if you are registered as a customer.

If your parcel is at a service point offering personal service, you can collect it by providing your consignment ID and showing proof of identity. Sometimes the service point asks for a shelf location which you can see in the mobile app and which is displayed on our website for registered customers.

It is likely that the shipping details do not include your mobile phone number and/or email address, which would help us identify that the parcel belongs to you. Make sure that you have entered both your mobile phone number and your email address in the mobile app. If you have provided both pieces of information and the parcel still does not appear, you may want to contact the sender of the parcel, who can add the missing information to the shipment.

This text appears in the tracking information of the parcel as it leaves the terminal with the driver towards the pick-up point. The driver carries parcels from several pick-up points and may not stop first at the pick-up point of your shipment. Therefore, the information that a parcel is available for pick-up may not appear immediately in Track & Trace. However, your parcel should be available for collection that same day.

If you know the consignment ID, you can check the status of your parcel on the home page of www.matkahuolto.fi under “Track my parcel”.

Our parcel lockers have only one display unit where the locker code is entered, so you don’t have to know which box contains your parcel. After entering the code, the door of the right box will open and you can take out your parcel.

You can pick up the item on behalf of someone else or your spouse's with tracking ID and your own ID.

You need to have also your own ID when picking up a parcel for someone else. You don’t need a power of attorney.

Matkahuolto’s own outlets accept cash, debit/credit cards, charge cards, Visa electron cards and the following credit cards: Visa, Mastercard and Eurocard. Methods of payment accepted by Matkahuolto’s agents vary according to the agent.

Yes, but the parents have to show proof of identity.

Domestic shipments are kept for 7 days, after which the parcel is returned to the sender. The arrival notification always states the last day when your parcel is still available for collection. If you are unable to pick up your parcel within the storage time, you can purchase additional storage time, in increments of 7, 14 or 21 days, either online or using the Paketit mobile app.

Additional time can be purchased for a consignment once it has been delivered to the final pick-up point. If you are unable to pick up your parcel within the storage time, you can purchase additional storage time, in increments of 7, 14 or 21 days, either online or using the Paketit mobile app. You will also see information about the parcel in the mobile app which you can also use to purchase home delivery for your parcel. Additional time cannot be purchased for parcels if the pick-up point is a parcel locker.

There is no charge for storing the parcel. The parcel will be stored for 7 days, after which it will be returned to the sender.

A parcel sent as an Express Parcel will be picked up from the bus.

We offer two different service options, Home Parcel and Business Parcel. If your parcel is Home Parcel, you will receive a text message or email asking you to choose a suitable delivery time. If the sender has sent the parcel using the Business Parcel service, we will deliver the parcel on weekdays between 8 am and 4 pm without prior notice of the delivery time. If you are not present at the time of delivery, you can collect your parcel from a pick-up point near your address after being notified either by text message or email.

Parcels are delivered to the pick-up point specified by the consignor or chosen by you. Sometimes, however, the final pick-up point is different from the one you have chosen, for example due to sudden overcrowding at that pick-up point during peak periods, the size of the parcel or the service used by the sender. If so, we always deliver your parcel to the nearest available point with space so you can get your parcel quickly. We also try to explain the reason for the change of pick-up point in the arrival notification.

With some mail-order and online stores, you can select the preferred pick-up point when placing the order. If you do not have this opportunity or do not make a selection, the consignment will be sent to the pick-up point nearest to your address. If you would like to, you can transfer the package to another pick-up point after you have logged into Matkahuolto's website.

Contact your nearest Matkahuolto outlet within 7 days. Contact information can be found under “Customer Support”. If the damaged parcel contains items ordered from a mail-order or online store, contact the consignor. The consignor will take care of filing the claim for compensation or other appropriate action. Take the damaged goods and package to Matkahuolto, or make other arrangements with Matkahuolto for the verification and inspection of the damage.

The parcel will be returned to the consignor. If the consignor fails to collect the parcel, it will be disposed of or put up for a public auction.

You can purchase additional storage time or home delivery for your parcel in the mobile app when you open the shipment information. Payment is easy with your chosen payment method, such as MobilePay.

Corporate customers

To become a Matkahuolto contract customer, contact myyntipalvelu@matkahuolto.fi.

The service charge for transport credit is €14.75 per month and it is billed for the months during which there are billable transactions.

The MPaketti Customer Interface is an easy-to-use browser-based system provided free of charge.

Choose Pick-up Parcel if your customer will collect the parcel from one of our over 2000 pick-up points, and Delivery Parcel or Home Delivery if your customer wants the parcel delivered to their home. For more detailed descriptions of the different services, see our website https://www.matkahuolto.fi/yritysasiakkaat/palvelut-sopimusasiakkaille.

A pick-up note in the shipping information is not yet a pick-up order. Order a pick-up for your consignments on our website use this link or on MPaketti customer interface.

The MPaketti customer interface allows you to edit the recipient’s mobile phone number and e-mail address until the consignment has been collected. After editing the information, a new electronic arrival notification is sent to the recipient.

You can order address labels directly from the office supply distributor most suitable for your business, such as RCK Finland Oy. RCK Finland Oy supplies for example A5 EDI form with glue product with product number 1008070.

On the login page, there is a link to change your password. However, if your email address has changed and you do not receive a reply link, you can order a new password by sending an email to myyntipalvelu@matkahuolto.fi.

For parcels to be picked up, the longest side of the parcel must not exceed 200 cm and the combined length (width + depth + height) must not exceed 300 cm. The maximum weight of a single parcel is 30 kg. (Pick-up Parcel, Express Parcel, Return Parcel.)

For parcels delivered to the recipient´s address, the longest side of the parcel must not exceed 240 cm and the combined length (width + depth + height) must not exceed 360 cm. The maximum weight of a single parcel is 35 kg. (Home Parcel, Business Parcel.)

A Large surcharge will apply to all parcels with dimensions exceeding 60 cm x 60 cm x 100 cm or weight exceeding 30 kg.

Business Parcel and Home Parcel are both items to be delivered to the recipient’s doorstep. Business Parcel will be delivered to the recipient’s address on weekdays between 8 am and 4 pm without further notice to the recipient. Home Parcel is a service where the recipient can choose the delivery date and time that suits them best. We recommend using Business Parcel for shipments to businesses and Home Parcel for shipments to consumers.

In both cases, the parcel can be handed over to a person at the address without a power of attorney.

Yes you can. Pallet carriage can be ordered directly in the Mpaketti client interface. Please note that the pick-up address can only be your own address in your customer information.

Each tyre must be individually wrapped in plastic or packed in tyre bags. If the tyres include wheel rims, they have to be protected by taping a cardboard sheet over the rims before the tyres are inserted into bags. Spiked wheels must be completely wrapped in cardboard.

As our contract customer, you can send parcels from Matkahuolto terminals, agent outlets, corporate service outlets and parcel lockers. Use the Service Point Search to locate your nearest point.

Each extra service is priced separately for each consignment. For example, a single consignment can have a Multi-parcel surcharge and a Large surcharge.

The shipping price is based on either the volumetric weight or the weighted weight, whichever is higher. The volume assumption used in the calculation is 1 m3 = 250 kg, i.e. the freight weight of the example consignment is calculated using the formula (0.38 * 0.40 * 0.32) * 250 kg = 12 kg.

The small invoice surcharge is charged on invoices with a total amount of less than €100.

Order a pick-up for your consignments on our website use this link. If you would like to have continuous pick-ups, please contact our sales department at myyntipalvelu@matkahuolto.fi.

Contact our company sales department or email myyntipalvelu@matkahuolto.fi to arrange a continuous delivery service agreement!

Your company can use return codes or you can provide your customer with a ready-made address card for return shipments. The address card can be created, for example, in the MPaketti customer interface.

Customer returns can also be made using the Matkahuolto activation code, which requires support from the customer system (e.g. e-commerce platform or ERP). The activation code allows for more accurate tracking of the shipment. The interface can also be used to create ready-made return address cards, in which case the customer system creates the consignment and transfers information to the Matkahuolto system. A return address card alone is not enough. The consignment must also be recorded in the Matkahuolto system.

A customer return can be left in the parcel locker with a completed address card for the return, or the customer can have an activation code generated by the online store. Depending on the parcel locker, the customers need to choose “Send” or “Return” and follow further instructions displayed. All Matkahuolto parcel lockers allow the return of consignments.

If changes are made to the shipping information, Matkahuolto must be notified by email at corporatecustomers@matkahuolto.fi. The message must include the consignment ID and the desired change. Changes are subject to a service fee in accordance with the price list and any additional shipping costs.

In the MPaketti user interface, you can change the recipient’s information until the consignment has been collected. A change of the information will automatically activate a new arrival notification for the recipient.

Contact your nearest Matkahuolto outlet within 7 days. You can fill in a claim form on our website use this link. Take the damaged goods and package to Matkahuolto, or make other arrangements with Matkahuolto for the verification and inspection of the damage.

We welcome feedback on our services and operations. We are constantly developing our service based on feedback from our customers. Give feedback using the form at https://www.matkahuolto.fi/palautelomake. We process all feedback and respond either by email or telephone.

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