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.
The Special Offer eBus Ticket has been renamed the Saver Ticket. You can now find Special Offer eBus Tickets in our sales channels under the name Saver Ticket.
Passengers are entitled to only one discount at a time. For example, if you travel with a Saver 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 9,50 € 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 disability or reduced mobility, the person 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 service from the point of departure to the destination exceeds 250 km even if the trip they actually take is shorter than that. The conditions and instructions for booking a trip may vary from one operator to another, so it is advisable to inform the operator of your trip well in advance, at least 36 hours before departure. Check the length of the service and the contact details of the bus company in the Timetable Search of the Matkahuolto website by clicking the round i button next to the desired service. It's not possible to book a free ticket for a travel companion from the Matkahuolto online ticket shop.
Seat reservations are not obligatory. It is possible to reserve a seat ticket on some departures. The seat reservation is free of charge.
In Matkahuolto’s online ticket store, payments can be made using your online bank, Visa or MasterCard. In the Trips and Tickets app you can pay by MobilePay, ApplePay (iOS), Visa- and MasterCard and ePassi.
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 14 % the amount of which is shown on the receipt issued by Matkahuolto.
Tickets can be be purchased in the Trips and Tickets app. The app can be downloaded free of charge for Android and iOS devices from app stores.
Choose a ticket product depending on how often and on what routes you travel. A serial ticket holds a certain number of trips that you can use during the validity of the ticket. A season ticket allows unlimited travel during the validity of the ticket. Please also read the additional ticket information carefully before purchasing. The additional information shows where the ticket can be used, which services it is valid for and other terms and conditions. The Trips and Tickets app includes an intelligent Journey Planner that suggests ticket products to suit your needs.
Ticket sales have been 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 addition to buying tickets, you can check remaining trips and ticket expiry dates. Paying for your trip is easy, as the driver reads the QR code of the ticket directly from the app.
You can check the length of your trip in the Journey Planner of the Trips and Tickets app. Enter the departure and destination stops in the Journey Planner and you will be shown a list of suggested ticket products. By tapping on the search result, you can check the trip length and timetables in the service information.
No, because the driver does not have to accept a ticket with a distance that is too short compared to the distance you are travelling. Check the kilometres of the services you use and buy a ticket according to the longest distance travelled.
In Matkahuolto’s online ticket store, payments can be made using your online bank, Visa or MasterCard. In the Trips and Tickets app you can pay by MobilePay, ApplePay (iOS), Visa- and MasterCard and ePassi.
All bus tickets good for travel in Finland include value added tax at 14 % the amount of which is shown on the receipt issued by Matkahuolto.
You cannot pre-book a seat when travelling with a season or serial ticket.
After travelling with the ticket, you must wait 24 hours before you can activate it on another device. Try activating again when 24 hours have passed since the ticket was issued.
Has the validity of the ticket already started? If at the time of purchase you selected a validity period starting, for example, the next day, the QR code will only appear when the ticket becomes valid. The lack of Internet access also prevents the QR code from appearing on the ticket.
Make sure you are logged in to the same user account you used to buy your ticket.
The validity of the ticket cannot be extended or suspended. The validity of the ticket always starts at the time you set.
In most cases, you can cancel your season or serial ticket within 24 hours of purchase. You can cancel a ticket by going to your own tickets in the app and selecting “Show ticket”. The cancellation button can be found in the additional ticket information. Note that not all season and serial ticket products can be canceled in the app. If the ticket cannot be cancelled in the app, this will be indicated in the additional ticket information. If more than 24 hours have passed since the time of purchase or if the ticket has already been used, the purchase can no longer be cancelled.
Please make sure that your ticket is still valid and/or has some trips left. If a valid ticket does not work, the problem could lie, for example, in the quality of the network connection. If your ticket is valid and the network connection is not the cause, close the ticket and open it again. If even this does not help, log out of the Trips and Tickets app, clear the cache on your mobile device and then log in again. If your ticket still fails, contact Matkahuolto Customer Service.
As a rule, the price of season and serial tickets is the same for all passengers, and there is usually no student discount. Some season and serial tickets are intended for use by different discount groups, and the ticket price is for the discount group concerned. In such cases, the user group is already indicated in the name of the ticket.
A Trips and Tickets user account cannot be updated with a new email address. Logging in with a new email address will create a new user account. Tickets are specific to each user account, so you can only transfer a ticket if it is unused and the ticket transfer is allowed for that ticket product. You cannot transfer a partially used ticket.
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 Saver 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 Saver Ticket, click here.
If you are travelling on an eBus or Saver Ticket, when boarding the bus, the driver checks the right of travel according to the name or identifier
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). Call price is local/mobile charge. 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
Package the consignment and write the activation code from the order confirmation on the parcel together with the name, address and telephone number of the recipient.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
The most convenient way to send XXS to XL size parcels is to use a parcel locker or any parcel point. Larger parcels (Max size) can only be sent from parcel points. XXL Flex, Tyre Set and Ski Bag include pick-up at the customer’s door. Find the closest point for you and your parcel using the Service Point Search in the Matkahuolto Paketit app or on the website. Remember to write the activation code and the recipient’s name and phone number on the parcel.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
The maximum weight of the parcel is 35 kg, maximum length of the longest side 240 cm and the combined length of the sides (width + depth + height) 300 cm. If these dimensions are exceeded, the parcel will be stopped and the sender will be responsible for arranging further transport.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
You can purchase transport for your bicycle as an XXL Flex Parcel. It is important to package the bicycle completely using a cardboard box or transport bag.
The bicycle will be picked up from your place once you have purchased delivery as an XXL Flex Parcel from the Matkahuolto Paketit app or our website.
An electric bicycle and an electric scooter can also be sent, as they are exempt from regulations concerning the transport of dangerous goods. The packaging must be sufficiently sturdy and protective.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
The Car Tyre Set service allows you to send five parcels (4 tyres and bolts) at a time. You can buy transport for your tyres on our website or in the Matkahuolto Paketit app. Choose “Viewlarge parcels” which enables you to select the Car Tyre Set service. Each tyre must be packaged separately using plastic or a tyre bag. 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 tyres will be picked up from you once you have purchased a shipment for them from the app or online.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Perishable foodstuffs should be sent as an Express Parcel. This ensures that the sender will know the exact time of arrival of the parcel at its destination. The sender takes the parcel directly to the bus and the recipient picks it up at the bus stop. Learn more about sending an Express Parcel and buy an Express Parcel on our website or in the Matkahuolto Paketit app.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Matkahuolto does not have refrigerated or high-temperature transport units, nor facilities for the refrigerated or high-temperature storage of parcels.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Consumers cannot send firearms, firearm parts, accessories or ammunition via Matkahuolto.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Insurance is not included in the price of transport. If you want to insure your consignment, you must purchase the insurance directly from the insurance company (separate cargo insurance). If you package your parcel with care, it is unlikely that it will be damaged in transit. As far as compensation is concerned, Matkahuolto is governed by the Road Transport Contracts Act, which defines the carrier’s liability and, among other things, the maximum amounts of compensation. In case of damage, the statutory compensation rate is €20 per kilogram.
Read and follow the packaging instructions with care.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Report the transaction to us using this form. We will look into the matter and refund your payment within a couple of days. A purchase from the online parcel store can be cancelled within 14 days.
You can make changes to parcel details up to the moment you leave the parcel at the parcel point. You can change the recipient’s name or contact details up to the moment the parcel is taken to the final pick-up point. It is possible to make changes to a parcel as a logged-in customer on Matkahuolto’s website or in the Matkahuolto Paketit app.
If you need to make changes to a parcel you have sent at a later stage of the delivery, please contact Matkahuolto’s Customer Service.
Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-18, Sat 10-16).
A Cash-on-Delivery arrangement is not possible. We recommend using online payment or another digital payment method, such as MobilePay.
The majority of parcels delivered by Matkahuolto arrive the following day after dispatch, however the delivery may occasionally take slightly longer.
It is normal that the parcel tracking may stop for a moment, for example while the parcel is awaiting delivery.
All parcels arrive within three working days from dispatch. As soon as the parcel is delivered and available for pick-up, we will inform the recipient with a notice of arrival, which is sent via sms, email or the Matkahuolto Paketit-app.
Please wait patiently for the arrival of your parcel.
This means that the parcel is still held by the sender or it is on its way from the sender to Matkahuolto. There may be several transport partners in between, especially if the parcel is sent to Finland from abroad. Normally, domestic parcels arrive in a couple of days, while international parcels may take up to one week.
Please wait patiently for your parcel to arrive. If the tracking information is not updated despite waiting, please contact the sender of the parcel.
The estimated date of arrival is merely an estimate, and therefore may be subject to change due to unforeseen circumstances, such as bad weather. Not to worry, however, as all parcels shipped by Matkahuolto are delivered within three working days from dispatch, regardless of the change in the estimated date of arrival.
As soon as the parcel is delivered and available for pick-up, we will inform the recipient with a notice of arrival, which is sent via sms, email or the Matkahuolto Paketit-app.
Please wait patiently for the arrival of your parcel.
It is not possible to pick up parcels in transit. Please be patient and wait for the arrival notification to inform you when the parcel is available for pick-up. We will let you know right away when you can pick up your parcel.
In the case of a returning parcel, we will send you a parcel return link via sms or the paketit-app asking what you want to do with the parcel. If you want the parcel to return to you, you need to pay the return fee in advance and choose the pick-up point for the return delivery.
You can confirm the legitimacy of the payment link by placing the tracking ID of the parcel into the Track & Trace on our website or in the Paketit-app.
If for any reason you do not wish to have the parcel returned to you, you can select to have the parcel recycled from the parcel return link as well. This option is free of charge.
The parcel return link is active for 7 days, after which we will designate the parcel to be recycled if we receive no answer to the parcel return link.
The delivery of the parcel has had to be momentarily stopped in order to check or fix the packaging. There may also be something unclear in the parcel information that need checking. Once the parcel has been checked and fixed, the delivery will continue and the tracking will begin to update again.
In a case where the parcel cannot continue being delivered in our delivery chain for any reason, Matkahuolto will contact the sender directly for further inquiry regarding the issue.
Please wait patiently for the arrival of your parcel. As soon as the parcel is delivered and available for pick-up, we will inform the recipient with a notice of arrival, which is sent via sms, email or the Matkahuolto Paketit-app.
Need help? We are more than happy to help via our Chat customer service in the Paketit-app (mon-fri 8-18, sat 10-16).
The notice of arrival is sent to the recipient of the parcel by sms and email, to the contact information provided by the sender. If you have the Matkahuolto Paketit-app in use, we will also inform you of the arrival via the application. If you have not received a notice of arrival, it is possible that the contact information provided by the sender is incorrect. In this case, please contact the sender directly, as they can correct the contact information.
Please be sure to check your spam-folders. In some phone models there may also be a spam-folder for sms-messages.
In the event that the parcel is returning to the sender, please also contact the sender directly regarding the proceedings for the parcel.
It is likely that the shipping details do not include your mobile phone number and/or email address, which would help us determine 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!
Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-18, Sat 10-16) or at the Parcel Services helpline on 020 33 6161 (Mon-Fri 8-17). Calls are only charged at the local/mobile rate.
Please check the arrival notification for the pick-up location of the parcel. The parcel locker is mentioned separately in the notification. If the arrival notification does not indicate the parcel locker, you can pick up your parcel at the manned parcel point. The parcel point can be located at the checkout or information desk, where the staff will hand over your parcel.
All you need is the pick-up code irrespective whether you pick up the parcel at a service point or parcel locker. No ID or power of attorney is required unless it is a hand-delivered shipment, which will be specifically indicated in the arrival notification. Usually such shipments contain alcohol or documents.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
The parcel has left the terminal and is en route to the pick-up point. Our couriers delivery many parcels on a route to several different pick-up points, so the first pick-up point on the route may not be the point designated for your parcel. Therefore the notice of arrival may not update into the Track & Trace immediately after being placed en route. The parcel should however be available for pick-up the same day that the parcel is in transit to the pick-up point.
As soon as the parcel is delivered and available for pick-up, we will inform the recipient with a notice of arrival, which is sent via sms, email or the Matkahuolto Paketit-app.
Please wait patiently for the arrival of your parcel.
Need help? We are more than happy to help via our Chat customer service in the Paketit-app (mon-fri 8-18, sat 10-16).
Parcels are delivered to the pick-up point specified by the sender 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 receive 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.
As a recipient, you can change the parcel point either before or after delivery. It is not possible to change the parcel point in transit.
When the parcel details appear in the Matkahuolto Paketit app, but before the parcel has been accepted for delivery by Matkahuolto, you can change the parcel point once free of charge. Please note that the final parcel point may still be different from your selection if the chosen parcel point is full.
Once you receive the arrival notification, the app offers you a transfer option for a fee. A transfer will generate a new consignment ID, which we will use to transport the parcel to the point of your choice. A transfer to another point can be purchased for parcels processed by manned parcel points, and in the metropolitan area, for parcels in a parcel locker, in which case we will transfer the parcel in cooperation with Wolt.
Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-18, Sat 10-16) or at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
You can purchase additional storage time or home delivery for your parcel in the Matkahuolto Paketit app when you open the shipment details. Payment is easy with your chosen payment method, such as MobilePay. You can also give the pick-up code to another person. No power of attorney or authorization is required.
If the parcel is in a parcel locker, it is not possible to increase the storage time.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
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.
If the goods have been sent by a company or online store, report the damage directly to the sender complete with photos. The Finnish Consumer Protection Act provides protection for parcel recipients allowing you to agree on compensation (refund, new product, etc.) directly with the company that sent the parcel. Any claim for compensation from Matkahuolto is filed by the company that sent the parcel.
If it is a question of a transaction between two consumers, we recommend that the sender fill out a claim for damages. This means that you need to inform the sender of the damage.
The maximum compensation payable by Matkahuolto under the Road Transport Contracts Act is €20 per kg.
In the case of damage or loss of second-hand products purchased on a peer-to-peer platform, report the damage to the peer-to-peer operator, who will give you further instructions.
The notice of arrival is sent to the recipient of the parcel by sms and email, to the contact information provided by the sender. If you have the Matkahuolto Paketit-app in use, we will also inform you of the arrival via the application. If you have not received a notice of arrival, it is possible that the contact information provided by the sender is incorrect. In this case, please contact the sender directly, as they can correct the contact information.
Please be sure to check your spam-folders. In some phone models there may also be a spam-folder for sms-messages.
In the event that the parcel is returning to the sender, please also contact the sender directly regarding the proceedings for the parcel.
Please check the arrival notification for the pick-up location of the parcel. The parcel locker is mentioned separately in the notification. If the arrival notification does not indicate the parcel locker, you can pick up your parcel at the manned parcel point. The parcel point can be located at the checkout or information desk, where the staff will hand over your parcel.
It is most likely that your phone number and/or e-mail address is missing from the shipment information, which we use to verify that the parcel being delivered truly belongs to you. Please check that your profile's contact information in the mobile app are up to date with both a current email address and a current phone number. If you have all the correct contact information in your app profile, yet the parcel is still not showing up in you incoming parcels, we recommend that you contact the sender, as they can update any missingcontact information to the shipment!
As a recipient, you can change the parcel point either before or after delivery. It is not possible to change the parcel point in transit.
When the parcel details appear in the Matkahuolto Paketit app, but before the parcel has been accepted for delivery by Matkahuolto, you can change the parcel point once free of charge. Please note that the final parcel point may still be different from your selection if the chosen parcel point is full.
Once you receive the arrival notification, the app offers you a transfer option for a fee. A transfer will generate a new consignment ID, which we will use to transport the parcel to the point of your choice. A transfer to another point can be purchased for parcels processed by manned parcel points, and in the metropolitan area, for parcels in a parcel locker, in which case we will transfer the parcel in cooperation with Wolt.
Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-18, Sat 10-16) or at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Matkahuolto has two different models of parcel lockers. If you have received a pick-up code, enter the code on the locker screen and the locker will open the door to the correct box for you.
If your parcel has gone to an app-enabled locker, you will need the Matkahuolto Paketit app, which you can download from your app store! When picking up a parcel from an app-enabled locker, open the Omat Paketit (My Parcels) menu and activate your phone’s Bluetooth connection. Allow the app to use Bluetooth and your precise location data. You can check this in your phone settings. Go close to the lockers and make sure that no other customer is using the locker at the same time. Find out more about app-enabled outdoor parcel lockers.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Please check the arrival notification first to find out where to pick up your parcel, i.e. make sure it can be picked up from the parcel locker. If no parcel locker is mentioned, your parcel can be picked up at the manned parcel point, i.e. at the checkout or information desk, where the staff will hand over your parcel.
Make sure you are at the right Matkahuolto locker. You can always recognise our parcel lockers by the Matkahuolto logo. Our service point search will help you find the right pick-up point! The pick-up code is entered on the screen of the parcel locker, which will open the right box.
Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-18, Sat 10-16) or at the Parcel Services helpline on 020 33 6161 (Mon-Fri 8-17). Calls are only charged at the local/mobile rate.
Please make sure you are at the right Matkahuolto locker. You can recognise our parcel lockers by the Matkahuolto logo. There may be a delay in the box opening mechanism, but if the box does not open, please contact our customer service.
Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-18, Sat 10-16) or at the Parcel Services helpline on 020 33 6161 (Mon-Fri 8-17). Calls are only charged at the local/mobile rate.
Please check that you have downloaded the Matkahuolto Paketit app. Turn on Bluetooth and allow the app to use Bluetooth and allow precise sharing of location data. Go near the locker and make sure there are no other customers around.
Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-18, Sat 10-16) or at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
You can give the pick-up code to your spouse, friend or mother, who can use it to collect the parcel for you. No power of attorney is required. If your parcel is in an app-enabled outdoor locker, it can only be collected using the recipient’s mobile phone.
You can purchase additional storage time or home delivery for your parcel in the Matkahuolto Paketit app when you open the shipment details. Payment is easy with your chosen payment method, such as MobilePay. You can also give the pick-up code to another person. No power of attorney or authorization is required.
If the parcel is in a parcel locker, it is not possible to increase the storage time.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
If the goods have been sent by a company or online store, report the damage directly to the sender complete with photos. The Finnish Consumer Protection Act provides protection for parcel recipients allowing you to agree on compensation (refund, new product, etc.) directly with the company that sent the parcel. Any claim for compensation from Matkahuolto is filed by the company that sent the parcel.
If it is a question of a transaction between two consumers, we recommend that the sender fill out a claim for damages. This means that you need to inform the sender of the damage.
The maximum compensation payable by Matkahuolto under the Road Transport Contracts Act is €20 per kg.
In the case of damage or loss of second-hand products purchased on a peer-to-peer platform, report the damage to the peer-to-peer operator, who will give you further instructions.
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.
The Matkahuolto Paketit app is an easy and secure way to manage your parcels. However, we understand that sometimes downloading the app might not be possible. If your parcel is directed to an outdoor locker that requires the app for pickup, please contact our customer service, and we will redirect it to another pickup point.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8:00–16:00). Call charges are based on your local/mobile network rate.
We offer two different service options, Home Delivery and Business Parcel.
If your parcel is Home Delivery, 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.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Most likely our driver is lagging slightly behind the schedule, but your parcel is on its way. If your parcel is well overdue, please contact our customer service.
If our driver has already visited the address but we were unable to reach you, we will deliver the parcel to a parcel point and notify you of its arrival with an arrival notification.
Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-18, Sat 10-16) or at the Parcel Services helpline on 020 33 6161 (Mon-Fri 8-17). Calls are only charged at the local/mobile rate.
You can select delivery to a pick-up point and collect the parcel at your convenience. This option is available on the same menu as delivery times and available across the country. Alternatively, for specific parcels, you can select home delivery without having to be at home to receive the parcel. If so, you authorise the driver to leave the parcel outside your door or in the immediate vicinity of the entrance.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
The Matkahuolto driver will deliver the parcel to your front door. In apartment buildings, the parcel will be delivered to your door if the building has a lift and it is possible for the driver to deliver the parcel alone. When choosing a delivery time, please remember to include additional delivery information, such as the door code or special driving instructions!
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
No ID or power of attorney is required unless it is a hand-delivered shipment, which will be specifically indicated in the arrival notification. If the parcel will only be delivered to the recipient themselves, please make sure you have a photo ID (passport, driving licence or ID card) ready.
When choosing a delivery time, you can opt for delivery without meeting the driver, in which case we will deliver the parcel to your front door without contacting you. The driver will check at the address whether it is safe to leave the parcel on the porch without meeting the recipient.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Our driver has tried to deliver the parcel, but no one has been contacted at the address to receive it.
We offer two different service options, Home Delivery and Business Parcel.
If your parcel is Home Delivery, 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 pick up your parcel at a pick-up point near your address after receiving an arrival notification.
If the delivery has failed without notification, the parcel may have been a Business Parcel which is delivered without prior notification. This is traditionally used for business addresses, for example. Please pick up your parcel from the parcel point or contact the sender for possible re-delivery.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
If the goods have been sent by a company or online store, report the damage directly to the sender complete with photos. The Finnish Consumer Protection Act provides protection for parcel recipients allowing you to agree on compensation (refund, new product, etc.) directly with the company that sent the parcel. Any claim for compensation from Matkahuolto is filed by the company that sent the parcel.
If it is a question of a transaction between two consumers, we recommend that the sender fill out a claim for damages. This means that you need to inform the sender of the damage.
The maximum compensation payable by Matkahuolto under the Road Transport Contracts Act is €20 per kg.
In the case of damage or loss of second-hand products purchased on a peer-to-peer platform, report the damage to the peer-to-peer operator, who will give you further instructions.
Corporate customers
A company can become a Matkahuolto contract customer on our website https://www.matkahuolto.fi/corporate-customers/parcel-services/sign-a-contract.
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 Paketit Business Portal 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 2,200 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.
The Paketit Business Portal 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 from the corporate customer service https://www.matkahuolto.fi/corporate-customers/customer-service
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 freight can be ordered directly in the Paketit Business Portal.
Each tyre must be individually wrapped in plastic or packed in tyre bags. If the tyres include wheel rims, they have to be protected for example 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, parcel points 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.
The easiest way to order a pick-up for your consignments is from the Paketit Business Portal. You can also order a pick-up 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 Paketit Business Portal.
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.
You can transfer a parcel to be collected to another service point in the Paketit Business Portal. A new shipment ID is generated for the parcel when you select the new service point. We will move the parcel to the service point of your choice and send a new notification of arrival to the recipient. The parcel cannot be transferred from or to a parcel locker.
Alternatively, the change can be notified to Matkahuolto 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 Paketit Business Portal, 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.