If your journey is operated, in full or in part, by a Matkahuolto partner, the conditions of carriage of such a partner will also apply.
Matkahuolto’s current partners are VR, Hämeenlinnan seudun joukkoliikenne, OnniBus.com Oy and The Helsinki Regional Transport Authority (Finnish: Helsingin seudun liikenne, HSL). The journeys operated by partners are governed by the following conditions:
Please note that Matkahuolto’s partners may impose restrictions on services, such as an age limit for unaccompanied children, transportation of bicycles and travelling with pets. The prices indicated in the Application only apply to tickets purchased using the Application, and they may also vary within the Application, for example depending when you buy the ticket. The prices of tickets purchased at Matkahuolto terminals, Matkahuolto agents, travel agencies, any other outlets or from drivers may differ from the prices quoted in the Application.
Matkahuolto offers passenger and transport services through the Trips and Ticket service in the territory of Finland. While most of passenger traffic is subject to authorisation, Matkahuolto has ascertained that each passenger and transport service provider holds the requisite license for providing such services.
Depending on the route involved, tickets can be purchased using the Application 30–60 days in advance up to the departure time. The earliest and latest time of purchase varies according to the journey involved and may differ from the time limits mentioned here.
Contact Matkahuolto’s Customer Service, if a ticket provided by Matkahuolto fails to work.
A purchase made in the Application is irrevocable once the payment is made. The ticket cannot be changed, replaced or cancelled. No right of cancellation applies in a situation where any single journey in a series of journeys is cancelled or delayed.
The Application cannot be used for making seat reservations.
As a ticket identifier, the system uses either the name entered by the passenger in the MyData section of the Application or a 5-character random identifier computed by the Application. A single identifier can be used to buy tickets for several passengers. The buyer’s e-mail address will be stored in connection with the ticket purchase.
You are responsible for the accuracy of the contact details you give for the purchase. Matkahuolto accepts no liability for loss or damage or disruptions due to incorrect details.
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The ticket is valid only for the departure, date and time indicated on the ticket. No receipt of the purchase is required. The period of validity of time-based tickets purchased in the mobile application, such as a local transport ticket, starts at the time of purchase, excluding tickets purchased as part of a series of tickets that are activated according to the timetable of the journey planner and can be activated by the user earlier. The ticket is good for unlimited travel in the zones indicated on the ticket for as long as the ticket remains valid.
Make sure that the mobile ticket is displayed on your phone before boarding. A mobile ticket is a valid ticket when it is active on the user’s mobile device before boarding. If you fail to receive the mobile ordered through the Trips and Tickets Application, you have to purchase the ticket using some other method before the journey starts.
If appropriate, you need to show the mobile to the diver or reader device every time you board a means of transport. If necessary, the ticket must also be shown to a ticket inspector during the journey.
A passenger belonging to a group travelling on a reduced-price ticket or other special offer ticket is responsible for ensuring that the conditions related to each such ticket are fulfilled. Be prepared to present the card entitling you to a discount when boarding and during the journey. If you fail to present the discount card required under the travel conditions, the driver is entitled to require payment for the difference between the price of the discount ticket and normal ticket.
If the journey is not realised according to the information on the mobile ticket serving as the order confirmation, you can always contact Matkahuolto’s Customer Service. If a delay or other disruption is due to Matkahuolto’s partner, you can also contact the customer service of the partner involved in order to expedite matters and receive a potential refund. The contact details of Matkahuolto and its partners are indicated at the end of these ticket conditions.
If the journey is substantially delayed or cancelled in full or in part, you are entitled to claim compensation from Matkahuolto or the operator responsible for the part of the journey involved or a partner. Any claim for compensation must be filed within 14 days of the departure date indicated on the mobile ticket.
Matkahuolto’s liability is limited to direct loss and damage and the price of the purchased ticket, unless otherwise provided by law.
Additionally, consumers have the right to refer the dispute concerning the journey to the Consumer Disputes Board. More information on the procedure is available at: https://www.kuluttajariita.fi.
More information on the services and assistance available to the disabled is provided in the instructions issued by Matkahuolto and its partners:
Purchases made using the Application can be paid using Visa, Eurocard, Mastercard, Google Pay or Apple Pay, among others. The payment service provider is Stripe Payments Europe Ltd.
Matkahuolto’s Customer Service:
Contact details of Matkahuolto’s partners: