HSL Public Transport Conditions of Carriage and Ticket Terms and Conditions

These Conditions of Carriage and Ticket Terms and Conditions apply from 1 January 2024 and they supersede all previous Conditions of Carriage and Ticket Terms and Conditions. 

Helsinki Regional Transport Authority (HSL) provides public transport services and develops effective mobility in the Helsinki region. HSL’s operating area consists of its nine member municipalities: Helsinki, Espoo, Kauniainen, Vantaa, Kerava, Sipoo, Tuusula, Kirkkonummi and Siuntio.

HSL Public Transport Conditions of Carriage and Ticket Terms and Conditions apply to public transport journeys provided by HSL and to the purchase of tickets.

These Terms and Conditions are available in Finnish, Swedish, English and Russian. In case of divergence, the Finnish version shall prevail.

In addition to these Terms and Conditions, separate terms of use apply to the use of HSL online service, the HSL app and the HSL Business Portal:

Terms of Use of HSL Online Services

Terms of use of the HSL App

Terms of use of the HSL Business Portal

Separate terms of use apply to the city bike service. More information about the city bikes

Contents

1. HSL card
2. Tickets and buying tickets
3. Ticket types
4. Ticket refunds
5. Discount groups and right to travel without a ticket
6. How to use tickets and other instructions
7. Ticket Inspection
8. Checking your ticket and top-up information
9. Luggage and bicycles on public transport
10. Park & Ride
11. HSL’s liability and consumer’s obligations
12. Transfer of rights and obligations, validity of and amendments to the Terms and Conditions
13. HSL and data protection
14. Applicable law and settlement of disputes
15. Contact details

 

1 HSL card

HSL card on which you can buy tickets and value to be used on HSL area public transport. There are personal and multi-user HSL cards. You can purchase an HSL card from the HSL card service or from service points. HSL cards can be used until further notice or until we replace HSL cards or discontinue the travel card system. If you use your HSL card in breach of these Terms and Conditions, the card may be taken away from you.

The back-end systems of the HSL card and the HSL app are not interconnected. Consequently, you cannot use HSL card tickets or valued loaded on your HSL card on the HSL app and vice versa.

1.1 Personal HSL card

• A personal HSL card can only be used by the owner of the card and it cannot be given to another person for use.
• Your customer group stored on the card and your home municipality together determine what kind of tickets you can buy on the card.
• Personal HSL cards cannot be converted into multi-user cards.

1.2 Multi-user HSL card

• A multi-user HSL card can be used by anyone who belongs to the customer group stored on the card (adult or child).
• The card is well-suited for joint use, for examples, for families and companies.
• Multi-user cards cannot be converted into personal cards.
• Sale of new multi-user cards ended on 31 December 2023.

1.3 Lost HSL card

Personal HSL card: You can report your lost personal HSL card and the card can be cancelled. You do not need to know the card number, just provide your personal identity code.

Multi-user HSL card: Multi-user HSL cards can be reported and cancelled only if the card is tied to a personal identity code or a company’s business ID. If your company has several HSL cards, you will also need to report the card number.

You can cancel your HSL card

• Via the HSL card service
• By calling +358 9 4766 4000
• At service points

A cancelled HSL card cannot be used for travel, or topped up with tickets, nor can it be reactivated.

Transferring a season ticket or value from a lost HSL card to a new HSL card: Any season ticket and/or value balance left on a cancelled HSL card can be transferred to a new card at a service point. Any remaining season ticket will be transferred to the new HSL card from the day on which you visit the service point. The card charge for the lost HSL card will not be refunded. A service fee  will be charged for the transfer, as well as a card charge for the new card.

A lost and found HSL card is kept at a service point for three (3) months, after which the card is deactivated. We will not refund any season ticket or value balance remaining on a deactivated card.

1.4 Loading value on your HSL card

You can load value on your HSL card in the HSL card service, at ticket machines, service points and at third-party sales outlets. Once you have loaded value on your card, you can buy tickets at card readers when you travel on HSL public transport.

We will not refund value loaded on the HSL card.

Using value loaded via the HSL card service: You need to transfer the value purchased via the HSL card service onto your HSL card at a card reader before you can use it. The transfer cannot be made on U line buses. You can transfer the value to your HSL card 60 minutes after the purchase.

1.5 Faulty HSL card or disposable cardboard card

You can replace a damaged or faulty HSL card with a new one at a service point. Any season ticket and/or value balance remaining on the faulty card can be transferred on the new card from the moment you visit the service point.

Also any days remaining on a faulty disposable cardboard card can be transferred onto a new card. Any days remaining on a physically damaged disposable cardboard card will only be refunded if the damage to the card is due to HSL’s fault.

You have an obligation to handle the card carefully.

If an HSL card or disposable cardboard card is faulty due to HSL’s fault: We will refund any costs arising from a faulty card such as single tickets, phone calls and postage, against receipts if

• the card stops working due to a technical fault or a defect in a physical property of the card,
• this has caused additional costs, and
• the conditions set out in chapter 11, “HSL’s liability and consumer’s obligations”, of these Terms and Conditions are met.

If an HSL card or disposable cardboard card is faulty or damaged due to your actions: We will charge a service fee for the transfer of a season ticket and/or value to a new card as well as a card charge for a new HSL card. We will not refund any days remaining on a disposable cardboard card.

2 Tickets and buying tickets

2.1 Ticket sales locations

You can buy tickets in the following ways:

• Using the HSL app
• Using the HSL card service
• From ticket machines mostly located at HSL stops and on platforms
• From third-party sales outlets
• Using MaaS service providers’ services

No service fee is charged when you buy tickets via the HSL app or HSL card service, or at ticket machines. Other sales outlets and service points may charge a service fee for selling tickets and topping up value or a season ticket. The fee is charged on top of the ticket price or amount of value.

2.2 Payment methods

In the HSL app: phone bill, most common debit/credit cards, certain mobile payment services and certain commuting benefits. If tickets are charged to your phone bill, your operator will transmit your mobile phone number to HSL for billing.

In the HSL card service: online banking and MobilePay.

At HSL ticket machines: most common debit/credit cards, at some machines also cash (notes and/or coins).

At third-party sales outlets: payment methods accepted at the sales outlet

In MaaS service providers’ services: payment methods accepted by the service provider.

Commuting benefits can only be used to pay for tickets for your personal use.

 

3 Ticket types

3.1 Single ticket

You can change from one service to another during the ticket validity:

• AB, BC and D tickets for 80 minutes
• ABC and CD tickets for 90 minutes
• BCD tickets for 100 minutes
• ABCD tickets for 110 minutes

You can buy single tickets:

Using the HSL app: You can set the ticket validity to start immediately or within 24 hours from the moment of purchase. You need an internet connection to buy a ticket but once you have bought a single ticket, it will available also without an internet connection. Single tickets cannot be transferred from one phone to another. If you delete the HSL app from your phone or log out from the app, you will lose any valid single tickets you have on your phone.

With value stored on HSL card: If you pay for your ticket using value stored on your HSL card, you must have enough value balance to cover the ticket price. Buy a value ticket at a card reader when you board a vehicle or before you enter payment area.

On a disposable cardboard card: You can buy single tickets loaded on disposable cardboard cards from service points and many third-party sales outlets. The tickets are valid from the time you show them to a card reader for the first time. The tickets must be used within two (2) years from the moment of purchase.

From ticket machines: Paper tickets purchased from a ticket machine are valid from the moment of purchase. Tickets purchased from ticket machines are valid 10 minutes longer than tickets purchased by other means (see the validity times above).

3.2 Multi-journey ticket

You can buy multi-journey tickets of 10 or 20 journeys. The price per journey is lower than buying individual single tickets. The multi-journey tickets must be used within 30 and 60 days. The tickets are only available for adults via the HSL app. The tickets are personal, and you need to strongly authenticate to buy a multi-journey ticket.

If you change phones or your phone is broken, stolen or lost, you can transfer a valid multi-journey ticket to your new phone by authentication strongly in the HSL app.

3.3 Day ticket

A day ticket allows you unlimited travel on HSL public transport in the selected zones within the ticket’s validity.

You can buy day tickets:

• Using the HSL app: Day tickets are valid for 1–13 days. You can buy a day ticket up to 24 hours in advance and you can specify the validity start time with an accuracy of one (1) hour. You need an internet connection to buy a ticket. Once you have bought the ticket, it will available also without an internet connection. Day tickets cannot be transferred from one phone to another. If you delete the HSL app from your phone or log out from the app, you will lose any valid day tickets you have on your phone.
• On a disposable cardboard card: Day tickets are valid for 1–7 days. The tickets are valid from the time you show them to a card reader for the first time. The tickets must be used within two (2) years from the moment of purchase.
• On the HSL card:Day tickets are valid for 1–13 days. You can buy day tickets on both personal and multi-user HSL cards. The tickets are available for adults and children, for all zones. You can buy a day ticket up to 60 days before the ticket becomes valid. The ticket is valid from the beginning of the selected day. On the last day of validity, the ticket will be valid until 4.30am on the next calendar day. You can also buy zone extension tickets to a day ticket loaded on your HSL card.
• From ticket machines: Different types of day tickets are available from different types of ticket machines. Some ticket machines sell day tickets loaded on disposable cardboard cards; these tickets are valid from the time you show them to a card reader for the first time. Some ticket machines sell tickets printed on paper; these tickets are valid from the moment of purchase.
• Helsinki Cards are contactless cards including AB or ABC tickets for 1–3 days. These tickets are valid from the time you show the card to a card reader for the first time.

3.4 Season ticket

A season ticket allows you unlimited travel on HSL public transport in the selected zones within the ticket’s validity. A season ticket is valid between 14 and 360 days.

There are three price categories:

Resident season tickets: If you live in an HSL area municipality or in a municipality that has signed a ticketing agreement with HSL, you are entitled to a resident season ticket subsidized by your home municipality.

Non-resident season tickets: Other people can buy non-resident season tickets.

Auto-renewing subscription and auto-renewing saver subscription: You can set up a subscription if you live in an HSL area municipality or in a municipality that has signed a ticketing agreement with HSL and you are entitled to a resident season ticket subsidized by your home municipality.

In addition, certain customer groups are entitled to discount season tickets. Read more in chapter 5, “Discount groups and right to travel without a ticket”.

You can buy season tickets in the following ways:

With the HSL card from service points, third-party sales points and ticket machines: First, your municipality of residence will be recorded on your personal HSL card at a service point. You can then buy season tickets from service points, third-party sales outlets and ticket machines.

With the HSL card in the HSL card service: Your municipality of residence will be confirmed via strong authentication. You need to transfer the ticket purchased via the HSL card service onto your HSL card at a card reader before you can use it. The transfer cannot be made on U line buses. You can transfer the season ticket to your HSL card 60 minutes after the purchase.

Using the HSL app: Before buying a ticket, you need to strongly authenticate because your municipality of residence will be confirmed via strong authentication. You can buy a season ticket as one-off purchase or set up an auto-renewing subscription (see section 3.4.1) or an auto-renewing saver subscription (3.4.2). You need an internet connection to buy a season ticket. In addition, a season ticket requires internet connection every 24 hours during its period of validity. If you change phones or your phone is broken, stolen or lost, you can transfer a valid season ticket purchased using the HSL app to your new phone by strongly authenticating in the app.

3.4.1 Auto-renewing subscription (only in the HSL app)

You can buy an auto-renewing subscription via the HSL app. The ticket will be charged to your debit/credit card that you have linked to the app automatically every 30 days and it will run until terminated.. You can cancel an auto-renewing subscription at any time (see section 3.4.6).

You can set the ticket validity to start within 60 days from the moment of purchase. The first 30-day period will be charged at the moment of purchase and your subscription will take effect from the first payment. The next 30-day period will be charged to your debit/credit card two (2) days before the beginning of the new period. The price of each 30-day period will be according to the current HSL price list.

You must ensure that the debit/credit card you have linked to the HSL app has enough credit on it to cover the next payment. If we are unable to debit your card, we will try to debit your card three (3) times. After three (3) unsuccessful attempts to debit your card, your subscription will be deemed to have been cancelled and it will terminate at the end of the paid period.

3.4.2 Auto-renewing saver subscription (only in the HSL app)

You can buy an auto-renewing saver subscription via the HSL app. The ticket will be charged to your debit/credit card that you have linked to the app automatically every 30 days. When you set up an auto-renewing saver subscription, you commit for 360 days after which the subscription will continue automatically until terminated. If you cancel your auto-renewing saver subscription before the 12^th payment, you will be charged a cancellation fee (see section 3.4.7)

You can set the ticket validity to start within 60 days from the moment of purchase. The first 30-day period will be charged at the moment of purchase and your subscription will take effect from the first payment. The next 30-day period will be charged to your debit/credit card two (2) days before the beginning of the new period. The price of a 30-day period will remain the same for the first 12 periods or decrease if the price of the ticket you have subscribed decreases. After this, the price of each period will be according to the current HSL price list.

You must ensure that the debit/credit card you have linked to the HSL app has enough credit on it to cover the next payment. If we are unable to debit your card, we will notify you of this via the app and via email for the first time two (2) days before the end of the 30-day period. You have two (2) days to transfer money to your account or to replace the debit/credit card with another one so that we can charge the payment to your card. We will try to take the payment from your card for two (2) days. If we are unable to take the payment within the two (2) days, your subscription will be deemed to have been cancelled and it will terminate at the end of the paid period. You will be charged a cancellation fee (see section 3.4.7).

If you have several interrupted saver subscriptions because you have not had enough credit on your card, or if you have several unpaid cancellation fees, HSL reserves the right to disallow you from purchasing auto-renewing saver subscriptions for a fixed period of time.

3.4.3 Changing the validity area of a season ticket

Season ticket as one-off purchase: You can change the validity area of a season ticket that is valid for more than 30 days during its validity. Any remaining 30-day periods will be refunded on the price of the new season ticket. For example, if you have 35 days left you will receive a refund for 30 days. However, we will not refund any money if the amount to be refunded exceeds the price of the new season ticket. If you change the validity area of a 360-day season ticket, you will be charged a cancellation fee in accordance with section 3.4.5.

In addition, the instructions for applying for refund set out in section 4.2 shall apply.

Auto-renewing subscription and auto-renewing saver subscription: You can change the validity area of your season ticket, i.e. the zones in which the ticket is valid, before the next payment, i.e. at least two (2) days prior to the end of the paid period without interrupting your subscription. The new validity area will take effect after the end of the current 30-day period. You cannot change the validity area of a period already paid for. If you change the zones of your ticket, your subscription will continue at the then-current HSL’s price.

3.4.4 Change of customer group

You cannot change your customer group during the validity period of a season ticket, auto-renewing subscription or auto-renewing saver subscription. However, you can cancel your season ticket, auto-renewing subscription or auto-renewing saver subscription in accordance with these terms and conditions (see sections 3.4.5 to 3.4.7), change your customer group and then buy a new season ticket.

3.4.5 Cancelling a season ticket purchased as one-off

360-day season ticket: You can cancel your season ticket at any time. If the ticket is on your HSL card, you can cancel it at any service point. If the ticket is in the HSL app, you can only cancel it at the HSL service point. We will charge you a service fee and a cancellation fee:

• AB, BC, CD and D tickets: the cancellation fee is EUR 42
• ABC and BCD tickets: the cancellation fee is EUR 52
• ABCD tickets: the cancellation fee is EUR 61.

We will refund all remaining unused 30-day periods. For example, if you have 35 days left you will receive a refund for 30 days. In addition, the instructions for applying for refund set out in section 4.2 shall apply. 

Other season tickets purchased as one-off: If you cancel your season ticket during its validity period, the remaining days will not be refunded.

3.4.6 Cancelling an auto-renewing subscription

You can cancel an auto-renewing subscription at any time. You must cancel your subscription in the HSL app or call HSL Customer Service before the payment for the next 30-day period, i.e. at least two (2) days before the beginning of the next period.

If we are unable to successfully charge you for your auto-renewing subscription as described in section 3.4.1, your subscription will be deemed to have been cancelled.

Your season ticket will be valid until the end of the paid period.

Examples:

• Your auto-renewing subscription started on 19 September and you cancel it on 1 October at 7.30pm. Your season ticket is valid until the end of the current 30-day period, i.e. until 18 October 4.30am.
• Your auto-renewing subscription started on 19 September and you cancel it on 15 October at 7.30pm. Your season ticket is valid until the end of the current 30-day period, i.e. until 18 October 4.30am.
• Your auto-renewing subscription started on 19 September and you cancel it on 18 October at 8am. In this case, the payment for the next period has already been charged at 4.31am on 16 October. Your season ticket will be valid until 17 November 4.30am, after which the subscription will end.

3.4.7 Cancelling an auto-renewing saver subscription

Cancelling before the 12^th payment: The auto-renewing saver subscription runs for a minimum of 360 days. If you want to cancel your subscription before the 12^th payment, we will charge you a cancellation fee:

• AB, BC, CD and D tickets: EUR 42
• ABC and BCD tickets: EUR 52
• ABCD tickets: EUR 61.

Cancelling after the 12^th payment: You can cancel an auto-renewing saver subscription at any time without a cancellation fee.

You must cancel your auto-renewing saver subscription in the HSL app or call HSL Customer Service before the payment for the next 30-day period, i.e. at least two (2) days before the beginning of the next period. Your season ticket will be valid until the end of the paid period.

If we are unable to successfully charge you for your auto-renewing saver subscription as described in section 3.4.2, your subscription will be deemed to have been cancelled.

3.4 Zone extension tickets

If you have a valid season ticket on your HSL card or on the HSL app, you can expand your travel area by buying zone extension tickets. Zone extension tickets are valid for 90–110 minutes depending on which zones the extension ticket and your season ticket together cover. You must buy the zone extension ticket before the vehicle you are travelling on begins its journey to the first stop/station in the extension zone.

If you have a season ticket on your HSL card, you can only buy zone extension tickets using the card. If you have a season ticket on the HSL app, you can only buy zone extension tickets using the app.

You can also buy zone extension tickets to day tickets purchased with the HSL card. Zone extension tickets cannot be bought to day tickets on the HSL app.

4 Ticket refunds

4.1 Right to refund

In certain situations, we may refund you the price of a ticket you have purchased either in cash or in the form of a new ticket. You can find ticket-specific terms of refund in chapter 3 under the heading “Ticket types”. In addition, the general terms of refund outlined in this chapter shall apply.

4.2 Instructions for claiming refund

HSL card: Refunds relating to HSL cards are dealt with at HSL service point and at municipal service points. If you are unable to visit a service point in person, you can authorize another person to act on your behalf by signing a power of attorney.

HSL app: Claims for a refund related to the HSL app must be submitted in person at HSL service point. You cannot authorize another person to act on your behalf to obtain a refund for a ticket on the HSL app, nor can the refund be obtained at a municipal service point.

You need to show proof of identity when visiting a service point. All refunds are paid according to the price list valid at the moment of purchase. The refund will be paid when a change or cancellation is made.

A service fee is charged for refunds, changes and cancellations at the service point.

You cannot get a cash refund for a ticket purchased using a commuter benefit. If you have paid for your ticket (in part on in full) using a commuter benefit or another benefit provided to you and the benefit provider has terminated the use of the HSL service, you are not entitled to a refund if you cancel your ticket.

You must claim your refund within two (2) months from the date when the ground for it arose.

If you have purchased your ticket from another operator that provides tickets such as a MaaS service provider, i.e. you have not purchased your ticket from HSL, you must contact the operator in question for any issues with your ticket and potential refunds.

4.3 Special circumstances of the customer

In special circumstances, we may cancel an agreement for a season ticket and issue a refund retrospectively, if you have been unable to use your season ticket due to an unexpected change in your life circumstances and upholding the agreement would result in an unreasonable situation. These special circumstances include, but are not limited to, the following:

• hospitalization,
• admittance to institutional care,
• permanent change of place of residence, work or study to a location outside the HSL area,
• death, or
• other compelling circumstances comparable to the above where upholding the agreement would result in an unreasonable situation.

We will refund all remaining unused 30-day periods of a season ticket valid at the moment when the grounds for the refund first arose. For example, if you had 35 days left you will receive a refund for 30 days. If the reason for refund is hospitalization or other temporary reason, we will primarily issue the refund in the form of day tickets (corresponding to the number of days left on the season ticket). In other cases, we will issue a monetary refund.

You may get a refund retrospectively only for the days that you were unable to use the season ticket and you can reliably prove it. The instructions for applying for refund set out in section 4.2 shall apply.

In the case of the special circumstances set out in chapter 4.3, the claim must be made within one (1) year from the date on which the claim arises.

4.4 Other special circumstances such as strikes or service disruptions

In case of a strike or other special circumstances that have a significant impact on the provision or use of public transport, we will issue refund instructions on a case-by-case basis and publish them on our website.

Service disruptions, for example a service not running or not running as scheduled, do not automatically entitle customers to refunds.

5 Discount groups and right to travel without a ticket

5.1 Discount groups

Students, children, pensioners receiving a pension from Kela, people over 70 years and people with reduced mobility can buy HSL tickets at a discounted rate. In order to be eligible for the discount, you must live in the HSL area. Discounted tickets are available for all zones. Please note that discounts are not available on all ticket types.

Your discount entitlement must be valid throughout the period for which you are buying a season ticket. You are responsible for ensuring you have the correct customer group on your HSL card and in the HSL app, as it determines the price of your ticket.

For more information about various discount groups and the discount criteria, see our website: https://www.hsl.fi/en/tickets-and-fares/discounted-travel.

5.1.1 Students

Full-time students who meet the criteria for the discount can buy season tickets at a discounted rate. The discount is 40 per cent on the corresponding adult fare. Your discount entitlement must be valid throughout the period for which you are buying a season ticket.

You can buy discounted tickets using the HSL app. The discount entitlement is verified electronically every time you buy a season ticket. Your discount entitlement must be valid throughout the period for which you are buying a season ticket.

You can also buy discounted tickets on your HSL card. A service fee will be charged for updating the customer group and the purchase of a season ticket at the service point according to the current price list. No service fee is charge if you are unable to buy a discounted  season ticket using the HSL app. These situations include but are not limited to that information of the school you are studying at is not available via the My Studyinfo service, you are an exchange student and you do not have a Finnish personal identity code, or you have a have functional impairment that prevents you from using the HSL app.

Discount is not available on single, day and zone extension tickets.

5.1.2 Children aged 7–17

Children aged 7–17 can buy tickets at discounted rate. The discount is 50 per cent on adult rates.

Children under 7 years of age do not need a ticket on HSL public transport (see section 5.2).

To buy child tickets, you must be under 18 years of age throughout the validity period of the season ticket purchased. An auto-renewing subscription will end before the 30-day period during which you will turn 18.

5.1.3 Pensioners

Pensioners receiving a national or guarantee pension or a cash rehabilitation benefit from Kela who meet all the eligibility criteria for a discount, can buy tickets at a discounted rate. You can get discount on season, value and zone extension tickets bought using your personal HSL card. The discount entitlement is stored on your HSL card at a service point.

Your discount entitlement must be valid throughout the period for which you are buying a ticket.

5.1.4 70+ passengers

Customers aged 70 years or more can buy season tickets at a discounted rate. The discount is 40 percent on the corresponding adult fare.

You can buy season tickets using your personal HSL card or the HSL app. The discount entitlement is stored on your HSL card at a service point. In the HSL app, the entitlement is verified electronically.

Discount is not available on single, day and zone extension tickets.

5.1.5 People with reduced mobility

Customers whose mobility is impaired owing to a permanent injury or chronic disease are, under certain conditions, entitled to discounted travel. The discount is 50 percent on the corresponding adult fare.

The discount applies to season and value tickets as well as zone extension tickets purchased with a personal HSL card. The discount entitlement is stored on your HSL card at a service point.

5.2 Right to travel without a ticket

The following customers are allowed to travel on HSL transport services without a ticket:

• Children under 7 years of age
• Passengers travelling with a child aged between 0–6 in a pram, pushchair or wheelchair, excluding U line buses
• Wheelchair users
• A companion if the accompanied person has a Companion Pass and a valid ticket or right to travel without a ticket
• Groups of up to 30 pupils from schools in the HSL area if the teacher has a school group pass.

6 How to use tickets and other instructions

HSL tickets can be used on all buses, commuter trains, the metro, trams and on the Suomenlinna ferry. On U line buses serving areas outside the HSL area, HSL tickets can be used within the HSL area.

6.1 Buying the correct ticket

It is your responsibility to ensure that you buy the correct ticket that is valid long enough. 

You must find out which ticket you need for your journey. You can use, for example, hsl.fi and the Journey Planner to find out the routes and modes of transport for your journey and which ticket you need to buy. Information about tickets and routes is also available at HSL bus and tram stops.

You must have a valid ticket for your entire journey. When you top up your HSL card or buy a disposable cardboard card, you must check the details of the ticket loaded on the card on the receipt.

We will not refund wrong tickets purchased by mistake. However, it is possible to change or cancel some season tickets as set out in section 3.4.

You can combine a VR ticket with an HSL ticket if your journey in the HSL area extends beyond the destination station indicated on your VR ticket. Your HSL ticket must cover the journey from the destination station indicated on your VR ticket to your destination in the HSL area

6.2 Selecting the appropriate zones

Buy a ticket for all the zones you travel through. For journeys across zone boundaries, you need a ticket that covers the entire journey. For example, if you travel through zones A, B and C, you need an ABC ticket. You cannot combine tickets for two different zones for one journey. For example, you cannot combine AB and BC tickets.

A zone extension ticket and your season ticket must together cover the entire travel area.

All tickets allow you unlimited travel within their period of validity and the applicable zones on all HSL modes of transport.

6.3 Interchanging

You can interchange between modes of transport within the validity of your ticket. Your ticket can expire during the last leg of your journey. It is enough that your ticket is valid when you board a vehicle or enter the metro or ferry payment area.

6.4 When do I have to buy my ticket?

Value on the HSL card: You must buy your ticket at a card reader immediately after boarding a bus, tram or train. When travelling on the metro or the Suomenlinna ferry, you must buy your ticket at a card reader before entering the payment area, i.e. before passing the card readers.

HSL app or a MaaS service provider’s app: The ticket must be on your phone before you board a bus, tram or train. When travelling on the metro or the Suomenlinna ferry, the ticket must be on your phone before you enter the payment area, i.e. before passing the card readers.

Disposable cardboard card: When using an advance purchase single or day ticket loaded on a disposable cardboard card, you must activate the ticket at the start of your first journey. Show the card to a card reader immediately after boarding a bus, tram or train. When travelling on the metro or the Suomenlinna ferry, you must show the card at a card reader before entering the payment area, i.e. before passing the card readers.

6.5 Forbidden activities, substances and items

A public transport vehicle is classified as a public place to which the provisions of the Public Order Act (612/2003) apply. For example, the following activities are forbidden on board a public transport vehicle:

• Disturbing public order and endangering public security, for example, by making noise, threats or other threatening behavior likely to cause fear
• Use of intoxicating substances
• Transportation and possession of dangerous substances (such as gas bottles and corrosive substances)
• Possession of objects and substances that can be used to harm others

A customer who violates the above provisions may be removed from the vehicle without any obligation to refund or otherwise reimburse the fare.

7 Ticket inspection

7.1 Showing your ticket

You have an obligation to show an appropriate ticket on board a vehicle, in the payment area, and at the gate when gate fare collection is in place to ticket inspectors, security guards assisting them, commuter train conductors and bus drivers.

Buses: When you board an HSL bus, show your ticket to the bus driver or a card reader.

Commuter trains, metro, trams and orange trunk route buses: Show your ticket upon request.

At Helsinki Central Railway Station and the Kamppi bus terminal on late weekend nights: If gate ticket inspection is in place, show your ticket at the gate.

If you do not have an appropriate ticket, you may be issued a penalty fare and charged the price of a single ticket (see section 7.2). In addition, if you are travelling without an appropriate ticket, you may be removed from the vehicle or from the payment area. If you use the HSL card in breach of these terms and conditions, the HSL card may be taken away from you, without any obligation to refund or otherwise reimburse your ticket.

If you present a fake ticket, the matter will be referred to the police.

7.2 Issuing a penalty fare

The principles governing penalty fares are set out in the Act on Penalty Fares in Public Transport (469/1979).

Under the act, a customer is obliged to show their ticket at the request of an inspector or a security guard assisting in ticket inspection. If you do not have an appropriate ticket, you are obliged to pay a penalty fare issued by a ticket inspector. In addition, you will be charged the price of a single ticket. If you do not show an appropriate ticket, you must give the inspector your name, personal identity code and your address.

Ticket inspectors control, for example the following matters:

• Zones: Your ticket is valid in all the zones you travel through. A zone extension ticket and your season ticket together cover the entire travel area.
• Validity: Your ticket is valid. When you change from one vehicle to another, your ticket can expire during the last leg of your journey. It is enough that your ticket is valid when you board a vehicle or enter the metro or ferry payment area.
• Correct customer group: Your ticket is appropriate as determined by your customer group. You must show a reliable proof of your identity if asked by a ticket inspector. If you do not have an ID document with you, you must write your personal identity code, name and address in the personal data form after which the ticket inspector will verify your personal data from the population information system.
• Time of purchase of a ticket purchased on the HSL app: The ticket must be on your phone before you board a vehicle or enter the metro or ferry payment area.
• Personal HSL card: A personal HSL card can only be used by the owner of the card who must, if asked by an inspector, show a reliable proof of their identity.
• A combination of a VR and HSL ticket: If you are combining a VR season ticket with an HSL ticket, you must show both the VR ticket and the HSL ticket.
• Ticket authenticity: HSL will file a criminal complaint for any ticket fraud.

7.3 Special terms regarding tickets purchased via the HSL app

When using a ticket purchased via the HSL app, you must present the ticket’s ID information so that the ticket inspector can check the ticket reliably.

If your phone, on which the HSL app is installed, is out of battery or the phone is not working for some other reason and you are unable to show your ticket, the inspector will issue you a penalty fare and charge you the price of a single ticket.

7.4 Cancelling a penalty fare

A penalty fare may be cancelled afterwards upon consideration if you had an appropriate and valid season ticket on your personal HSL card or in the HSL app when the penalty fare was issued, and you are able to reliably prove this afterwards.

The penalty fare may be cancelled at HSL’s service point before the due date. A service fee will be charged for the cancellation. The single ticket sold by the ticket inspector will not be refunded.

However, we are not obliged to cancel the penalty fare even if you had an appropriate, valid season ticket because, pursuant to the Act on Penalty Fares in Public Transport, you have an obligation to present an appropriate ticket upon ticket inspection.

8 Checking your ticket and top-up information

You can check your ticket and top-up information in the following ways:

In the HSL card service:Use card number to see the value balance and season ticket remaining on the HSL card in question. If you authenticate strongly, you can also view the purchase history for your card.

At card readers on board public transport and at metro stations: When you hold your HSL card on a card reader, the card reader shows the ticket you purchased, as well as the value balance and any season ticket on your card.

At ticket machines: When you hold your HSL card on a card reader, the card reader shows the ticket you purchased, as well as the value balance and any season ticket on your card.

In the HSL app: A list of the tickets you have purchased is available in the Purchase history. You can also download receipts for your tickets.

At service points: You can ask for information about the tickets and value balance loaded on your HSL card, as well as about any value transactions. If you have a personal HSL card, you must present an official ID document (an official ID card, passport, driver’s license, a Kela card with photograph). You do not need to have your HSL card with you. You can get the information for your personal card for approximately the last three (3) years. In case of a multi-user HSL card, the information is given to the person in whose possession the card is. You must have the HSL card with you if no personal identity code or a company’s business ID has been linked to the card.

9 Luggage and bicycles on public transport

Metro and commuter trains: Bicycles can be carried on the metro and commuter trains at any time, provided there is room. Please use the doors marked with a bicycle symbol. Please walk your bicycle in platform areas and use lifts to move between floors.

Buses and trams:

Bicycles are not allowed on buses and trams for safety reasons. The driver has the right to refuse to take a passenger travelling with a bicycle, or to remove such passenger from a bus or tram.

However, folding bicycles can be carried on all modes of public transport if folded. Bicycles and kick bikes of children aged under 7 can be carried on buses if there is room for them in the space reserved for prams and wheelchairs.

Suomenlinna ferry: Bicycles can be carried for an additional fee.

Luggage on all modes of transport: You may take regular luggage on public transport free of charge, taking into account the prohibitions mentioned in section 6.5. It is your responsibility to take care of your luggage on board. When travelling with a bicycle, stay close to your bicycle, and make sure that it does not fall or cause inconvenience to other passengers. When travelling with a pram or pushchair, make sure the pram is securely in place and does not cause danger or inconvenience to other passengers.

Pets: Pets must be on leash during the journey. If your pet causes disturbance or damage to other passengers or the vehicle, you may be removed from the vehicle.  

10 Park & Ride

Park & Ride facilities are located near stations and stops. The facilities are designed for cyclists, motorists and motorcyclists who use public transport for the rest of their journeys.

Bicycles: Parking is usually unlimited and free of charge.

Cars and motorcycles: Customers with a valid HSL ticket on an HSL card, the HSL app or a disposable cardboard card are entitled to use Park & Ride. There is a time limit for parking and there are both free and paid parking lots.

Each municipality is responsible for Park & Ride within their area. In Helsinki, City Transport Ltd is responsible for Park & Ride. Check carefully which regulations apply to each Park & Ride facility before parking.

11 HSL’s liability and consumer’s obligations

11.1 HSL' liability

If there is a defect or delay in the HSL service or goods you purchased (in the physical ticket or card), you have the right to claim compensation for proven damage caused by the defect or delay, as set out in this chapter. To recover damages, you must prove the occurrence of the damage, its amount and cause-and-effect relationship, i.e. whether HSL’s error or delay caused you the damage. Generally, a service or good can be considered to be defective if its content, manner of performance and result does not conform to what can be deemed to have been agreed.

• Direct damages: You have the right to claim compensation for direct damages caused by a defect or delay in the service or goods. Direct damages include reasonable travel, postage and telephone costs associated with addressing the defect, purchase of a substitute ticket and other costs of sorting out the problem.
• Indirect damages: We shall not be liable for any indirect damages caused by a defect or delay in a service. Indirect damages include loss of income or loss of the use of the service caused by a service running late.
• Indirect damages: We will compensate you indirect damages caused by a defect or delay in goods only if the defect or delay is due to our negligence. Negligence usually refers to dereliction of duty, incompetence, indifference or carelessness.
• Damages will not be awarded for annoyance or mental distress.

• Corporate customer liability: Where the customer is a company i.e. a business, or if the service or good is used primarily for business purposes, we shall not be liable for any indirect damages caused by a defect or delay in the service or goods nor for damages caused to the employees of such customer.

11.2 Consumer obligations

In order to be entitled to compensation for damages caused by a delay or defect, you must be able to prove the damage caused to you. The following instructions must be observed:

• Keep your ticket and any receipts: As you must provide a receipt or other reliable proof of the costs incurred, keep any tickets, receipts and other documents.
• Limit the damage: We shall not be liable for any damages which you could have avoided by your own actions. You have an obligation to act in such a way that the damages are kept to a minimum. For example, if a service is running late or cancelled, you must primarily use another mode of transport for the route in question, provided by HSL. In other words, compensation will not be payable for the cost of a taxi ride to your destination if you could have used another cheaper alternative.
• Report a defect or delay as soon as possible: You must notify HSL of a defect within a reasonable time after you discovered or should have discovered the defect. You must report a defect no later than within two (2) months of the time you discover the defect. Failure to file a complaint will result in you no longer being entitled to claim compensation.

11.3 Force majeure

We shall not be liable for a defect, delay or non-performance of contractual obligations in so far as it is due to a force majeure. Force majeure means any event or occurrence preventing or making it unreasonably difficult to perform the obligations within the specified time. Such events include but are not limited to a war, a mutiny, an epidemic, a natural catastrophe, a general interruption of power supply or traffic, a general interruption of data communications, industrial action, a fire, essential restrictions set out by authorities, or any other significant, unusual and unexpected event that is not in our control.

In addition, we shall not be liable for an error or delay by our subcontractor, caused by a force majeure.

We will notify customers of a force majeure as soon as we are aware of it.

12 Transfer of rights and obligations, validity of and amendments to the Terms and Conditions

You do not have a right to transfer any of your rights and obligations under these Terms and Conditions to a third party without our prior written consent. HSL has the right to transfer our rights and obligations under these Terms and Conditions to the organization to whom our tasks are transferred, in whole or in part, by law or by an agreement.

These HSL Public Transport Conditions of Carriage and Ticket Terms and Conditions are valid until further notice. We have the right to amend these Terms and Conditions, tickets, prices, services, the scope of transport services, timetables, routes, methods of paying for tickets, methods of selling tickets and sales locations.

We will notify customers of any amendments within a reasonable time via email, the HSL app, at hsl.fi, or by some other appropriate means before the amendment takes effect. We may amend these Terms and Conditions with immediate effect during the term of the agreement if the amendment is based on a change in legislation, an authority’s decision or a force majeure (see section 11.3).

13 HSL and data protection

When you use our services, your personal data will be stored in our customer register. Your personal data is processed in accordance with these Terms and Conditions, HSL Customer Register Privacy Statement and service-specific privacy notices. HSL and its subcontractors have the right to process you personal data in line with the EU’s General Data Protection Regulation, other applicable legislation and regulations, as described in detail in the Privacy Statement and other privacy information.

We process the data carefully and securely and require the same of our subcontractors and partners. We collect personal data about our customers in order to provide smooth and effective transport services. We explain our collection and processing of personal data in our Privacy Statement and other privacy information.

You can give us consent to send you marketing messages about our activities or services. You can withdraw your consent when you wish. Customer communications that we send to manage an existing customer relationship does not count as direct marketing.

HSL Customer Register Privacy Statement and service-specific privacy information: http://www.hsl.fi/en/privacy.

14 Applicable law and settlement of disputes

14.1 Applicable law

These Terms and Conditions, services and goods referred to in these Terms and Conditions, service and good-specific terms and conditions as well as any agreements on services and goods shall be governed by Finnish law.

14.2 Disputes

Always contact HSL Customer Service first.

Special consumer rights: If a dispute is not settled by negotiation between the parties, you have the right to refer the dispute to the Consumer Dispute Board (https:www.kuluttajariita.fi). Before referring a dispute to the Consumer Dispute Board, you are advised to contact Consumer Advisory Services first (https://www.kkv.fi/kuluttajaneuvonta); if you do not that, the Consumer Dispute Board may refuse to process your complaint.

15 Contact details

Helsinki Regional Transport Authority (HSL)
Business ID: 2274586-3
HSL website: http://www.hsl.fi
Street address: Opastinsilta 6 A, Helsinki
Postal address: PL 100, 00077 HSL
Telephone (switchboard): + 358 9 4766 4444
Email: hsl@hsl.fi