Travelling conditions (Sweden)
General conditions of carriage for scheduled bus services pursuant to the Bus Passenger Regulation (181/2011).
- applies to travel distances at 150 kilometers or longer (though shorter than 250 kilometers)
Passenger Rights under Regulation (EU) No. 181/2011.pdf
Travel terms Vy Buss AB (With Vy bus4you and Vy express)
The conditions of carriage for Vy Buss AB (corporate registration number: 556429-0319) do not apply to travel on other transportation companies’ vehicles and/or to travel with other modes of transportation if, according to what is set out on the ticket for the journey, Vy Buss AB has only sold the journey in its capacity as a retailer. The relevant companies and their conditions of carriage are provided below.
For travel with Vy Buss Norge, alternative conditions of carriage apply. Read Vy Buss Norge’s conditions of carriage.
For travel with BT Buss, alternative conditions of carriage apply. Read BT Buss’s conditions of carriage.
For travel with Skaraborgaren, alternative conditions of carriage apply. Read Skaraborgaren’s conditions of carriage.
Travel with subcontractors/partners operating on behalf of Vy
Vy Buss AB is responsible for the subcontractors that Vy Buss AB engages to fulfil its obligations to the passenger, and Vy Buss AB’s conditions of carriage apply to journeys undertaken with subcontractors that are engaged to operate on behalf of Vy Buss AB.
Tickets
Tickets must always be purchased prior to departure*. It is always cheapest to buy our tickets at bus4you.se. Tickets can also be bought from our retailers or by phone. If you buy a ticket over the counter or by phone, it will cost approximately 12 per cent more per purchase. The minimum administration fee is SEK 20. Anyone who has booked a ticket for a specific departure with us is guaranteed a seat on the bus. Tickets are only valid for the time and route that the ticket has been purchased for. You are responsible for ensuring that the details provided when purchasing the ticket are correct. A booking confirmation will be sent to the email address provided and, where applicable, your mobile number (when purchasing an SMS ticket).
*Exceptions apply to the Västerås-Arlanda Airport route where tickets may also be bought on board, subject to capacity. A service fee will be applied to on board purchases of tickets.
Economy ticket is only valid for travel in comfort level economy
If you have a ticket that is valid for travel in comfort level economy, you may not travel in comfort level plus. If you want to travel in comfort level plus, you can, if available, upgrade your ticket. A difference for the more expensive comfort class must be paid and the upgrade must take place before departure.
Discounted travel
All passengers must have a valid ticket. This should be shown upon boarding and retained throughout the journey. When buying a discounted ticket, passengers should be able to document their age with valid identification, and students should be able to document their student-status with valid student ID and personal identification. These forms of identification must be available throughout the journey. Check which student cards we accept.
Our ticketing categories are divided as follows: Children 0–6 years old; Children 7–15 years old; Young People 16–25 years old; Students; Adults 26–64 years old; Seniors 65+ years old.
Children's tickets
Children travelling with Vy Bus4You and Vy express should always have their own ticket for safety reasons, as well as to ensure peace of mind. They therefore have their own seat. Children’s tickets are discounted by up to 20 per cent on all departures.
Children under the age of 3 years old must not wear a seat belt on board our buses. By law, children over the age of 3 years old must wear a seat belt throughout the journey. The regular seat belts on the bus must be used. A limited number of seat belt cushions are available to borrow on services operated by our regular buses.
Children under the age of 7 years old cannot travel alone, and must therefore always be accompanied by someone else in another ticket category.
Ticket checks
If you wish to avail yourself of a discount, you must document your entitlement to this prior to purchasing your ticket and when your ticket is checked. The passenger is responsible for checking that all information on the ticket corresponds to the route, time and date that has been ordered. A penalty charge of SEK 800 will be due from any passenger travelling without a valid ticket, or travelling using a discount that they are not entitled to.
Right of withdrawal
Bus tickets are not covered by the right of withdrawal. However, if you contact our customer service within four hours* after the purchase of your ticket, we may assist you with a refund if you wish to cancel, regardless of the reason for the cancelation.
* no later than 2 hours before departure.
Cancellation protection and cancellation
If you have cancellation protection on your ticket, you can cancel your ticket up to one hour before the departure time. If you have cancellation protection for your return trip and travel on the departure trip, the return trip can be canceled up to two hours before its departure. If you have a trip with two or more partial trips, the entire trip will be canceled. If you have a ticket for several travelers on the same booking number you can cancel one or more travelers' tickets. Select the tickets you want to cancel and confirm the cancellation. If you have paid by credit card, the money will be returned to your account. If you have chosen to pay by invoice but have not yet paid, the amount on the invoice will be corrected by Klarna. The cancellation protection is not refunded in the event of cancellation.
Tickets booked at vy.se should be canceled at vy.se, tickets booked at bus4you.se should be canceled at bus4you.se, tickets booked at vybuss.com should be canceled at vybuss.com and tickets booked at vybuss.no should be canceled at vybuss.no. Tickets bought from a retailer or by phone should be canceled with the retailer or by phone, respectively.
If you have not chosen to purchase cancellation protection, the ticket can be canceled but there will be no refund of the ticket. Cancellation protection can not be purchased after the ticket purchase.
Rebooking
You can rebook your ticket up to one hour before the departure time. Rebooking is done in the same channel as where the ticket was purchased (ticket purchased via bus4you.se is rebooked at bus4you.se, the ticket purchased via a dealer is rebooked at the retailer, ticket booked at vybuss.com is rebooked at vvybuss.com and ticket booked at vybuss.no is rebooked on vybuss.no). If you have a return ticket, you can choose to rebook either the outbound or inbound journey or both. If your booking is valid for several travelers, rebook all tickets at the same time.
When rebooking to a departure with a higher ticket price than the original ticket, you must pay the difference. When rebooking to a departure with a lower ticket price, you will not receive the difference back. If you rebook from economy to plus, you have to pay the difference for the higher level of comfort. If your ticket does not have cancellation protection, a rebooking fee of SEK 59 per ticket and a rebooking opportunity will also be added. Your cancellation protection disappears after the second rebooking, after which you can not get your money back in the event of a cancellation. When rebooking via our customer service (telephone or ticket office), a service fee will also be added.
Previous seat bookings are not included in a rebooking, and therefore has to be purchased again. Extra luggage and special luggage are included with a rebooking and therefore do not need to be purchased again.
Pets
Smaller pets are allowed on the bus. They must travel in a cage that is not larger than it can fit on one seat (maximum dimensions 50 x 40 x 40 cm). Animals must travel on a child ticket. The animal must be in the cage during the entire journey and it is the owner's responsibility that the correct certificate is available if the animal travels between different land borders.
Service dogs can be brought free of charge. For other service dogs, contact customer service before departure.
Departure/Stops
The passenger is responsible for establishing at what time and from which stop the bus departs. All passengers must be present at least 10 minutes prior to departure to ensure there is time to load luggage and take their seats on board. Boarding and disembarkation anywhere other than those stops indicated in our timetable and for which the journey is booked are not permitted.
Connections
If you have purchased a journey with one or more connections, you will be issued with a ticket number for the journey. We are solely responsible for connections when a journey is booked on vybuss.com, vybuss.no or bus4you.se as a through ticket on the same occasion. Connections with other operators or with flights are not our responsibility.
Border crossings and checks
Passengers are responsible for familiarising themselves with the rules applicable to border crossing and ensuring they have approved documents with them during their journey. If you are unsure of which identity documents may apply, visit polisen.se.
Accessibility for the disabled
Are you planning to travel with us and have a disability? Please contact us no later than 36 hours before departure to ensure we can help you in the best way possible.
Comfort on board
Cold food, coffee and drinks may be consumed on our buses, but please show consideration for your fellow passengers and leave your seat neat and tidy. Hot food may not be brought on board or consumed on the bus. The consumption of nuts should be avoided as there may be passengers with allergies.
Mobile phones, laptops and other electronic equipment may be used on board, but consideration should be shown towards other passengers.
Smoking is not permitted on board and this restriction also applies to the toilet. The smoking ban also covers e-cigarettes. Alcohol may not be consumed on the bus.
We reserve the right to refuse passengers who are under the influence of alcohol or drugs, or who are otherwise causing disruption to public order.
WiFi
WiFi is available on all Vy Bus4You departures. Vy express are operated by hired buses that might not have WiFi. When selecting your departure, the booking process will show which partner is responsible for operating the service and which facilities are available on board. If there is no internet access, then there will be no WiFi symbol shown during booking.
Power outlets
Power outlets (220V and/or USB) are available on all Vy Bus4You buses. A limited number of power outlets are available on Vy express services.
Toilets
Toilets are available on board all buses. In the event of a non-functioning toilet, we will offer a certain portion of the ticket price as compensation. This will be paid as a voucher that can be used for a future journey.
Luggage
A maximum of one normal-sized suitcase and one piece of hand luggage per paying passenger may be brought on the bus. The suitcase may cannot measure more than 80x50x30 cm and hand luggage cannot measure more than 40 x 30 x 20 cm. Total luggage weight cannot exceed 25 kg in total. Hand luggage may not impede on other people’s space or obstruct the aisle on the bus, and should be placed under the seat in front or on the luggage rack where available.
Passengers who wish to bring an additional normal-sized piece of luggage may select extra luggage during the ticket purchase process as an additional product. The extra piece of luggage must not exceed 25 kg.
Passengers who wish to bring skis/snowboard, golf bags or a musical instrument must select special luggage as an additional product when making their ticket purchase. The special luggage must not exceed 20 kg.
A buggy, walking frame or wheelchair may be carried free of charge and will be placed in the luggage compartment. It must be foldable. The same rules apply in terms of luggage/extra luggage to this type of luggage.
The passenger is responsible for their own luggage/hand luggage/extra luggage/special luggage and handling it. All luggage placed in the luggage compartment should be marked with the passenger’s name, address and phone number.
Valuables and cash cannot be carried in the bus luggage compartment. The maximum value of all luggage must not exceed 15 per cent of a basic amount. Contact the driver immediately in the event of damaged or lost luggage. In the event that we as a company have caused damage to your luggage through gross negligence or intent, of if your luggage has been damaged or lost in connection with an accident, the passenger is entitled to compensation in accordance with the applicable regulations.
In case of forgotten luggage, please fill in our lost property form. Found luggage is returned for an administrative fee of SEK 100 + ev. cost of shipping. We do not take any special responsibility for found goods. We store found items for three weeks.
Cargo
We do not transport cargo on our buses.
Bikes and scooters
Bicycles and scooters may not be carried or transported on our buses. This restriction applies to all departures operated by Vy Bus4You and Vy express.
Weapons
Weapons may not be carried or transported on our buses.
Comfort of facility change
In the event that there is a change in comfort level of an absence of facilities, a percentage of your ticket price will be offered as compensation in the form of a voucher that can be used for a future journey with Vy Buss AB.
Compensation
In those cases where we are unable to keep our promises in relation to levels of comfort, functioning toilet facilities, WiFi or power outlets, we will offer you compensation in the form of a voucher that can be used for a future journey. This voucher is valid for ticket purchases for both Vy Bus4You and Vy express, and remains valid for 3 months from date of issue, unless otherwise stated. Compensation will based on the cause/absence and may vary.
Compensation for loss of earnings will not be paid.
Any costs relating to travel by taxi will not be reimbursed.
In the event of a delay, compensation will be based on the length of the delay, the cause of the delay and the length of the journey. Please note that the length of the journey relates to the full route.
The following terms and conditions apply to delays to journeys in excess of 150km.
In the event of a delay of 60 minutes or more, we will compensate you with one (1) free one way journey equivalent to the journey that was delayed. This compensation will be paid in the form of a credit voucher for use with us that will remain valid for 3 months from the date of issue. Delays of less than 120 minutes caused by weather, traffic disruption, border checks or other causes outside of our control will not be subject to compensation.
In the event of a delay of 120 minutes or more, you will be entitled to receive two (2) free on way journeys equivalent to the journey that was delayed issued to you in the form of a credit voucher for use with us. If you choose not to travel as a result of a delay of 120 minutes or more, you are entitled to a full refund of your unused ticket in accordance with the Bus Passenger Regulation. Regardless of the reason for the delay.
Compensation for loss of earnings will not be paid.
Any expenses related to travel by taxi will not be reimbursed unless the taxi has been ordered directly by Vy Buss AB.
Complaints
Complaints should preferably be submitted via our complaint form within three (3) months after the end of the trip. Complaints can also be sent by post to:
Vy Buss AB, Polhemsplatsen 5, 411 11 Gothenburg
The complaint must contain a brief account and the ticket number from the trip in question. If you need help with your complaint, you are welcome to contact us on 0771-151515.
In the event of a dispute resolution, we refer to the General Complaints Board (ARN);
Email: arn@arn.se
Postal address: Allmänna reklamationsnämnden Box 174, 10123 Stockholm
Senast uppdaterad: 2024-03-13