Vy conditions of carriage

Below are our general guidelines and terms and conditions that apply when you travel with Vy Bus4You and Vy express, as well as with Vy Rail Sweden.

Conditions

Below are our general guidelines and terms and conditions that apply when you travel with Vy Bus4You and Vy express, as well as with Vy Rail (Tåg) Sweden.

These conditions of carriage apply from 2026-02-03

The rights and obligations of passengers under the conditions of carriage apply in addition to:

The Railway Traffic Act: (2022:367)
The Act on the Rights of Public Transport Passengers: (2015:953)
Regulation on rail passengers’ rights and obligations: (EC) No 782/2021 (From June 7, 2023)
General Conditions of Carriage for Rail Passengers (GCCCIV/PRR)

§1 Validity of Conditions of Carriage

§2 Vy Tåg’s obligation to transport passengers

B. Vy Tåg shall provide information upon request pertaining to accessibility to the transportation service for persons with disabilities. Information about the terms and conditions applicable to boarding and disembarking Vy Tåg departures shall be provided, in addition to all means available on board the train. Persons with disabilities shall be offered assistance in relation to boarding and disembarkation free of charge. Some stations may also be able to offer assistance in the station area when moving to and from the train.

Read more about accessibility on the train under section §10 – non discriminatory conditions.

C. Animals are permitted in specific areas on board. On board personnel have the right to refuse passengers travelling with animals if the animal in question is in danger or poses a safety risk. Passengers with a valid ticket may bring up to two pets at no extra charge. Animals must travel in a designated pet seat and on the floor, while smaller animals in cages may be positioned on a seat. On the Norrland Night Train, you can book a compartment that allows animals. If a passenger brings a pet into a sleeper or couchette where pets are not allowed, the passenger will have to pay for cleaning. An invoice will be sent to the traveler.

D. Vy Tåg is not obliged to carry passengers who do not comply with the instructions of station and/or on board personnel, who are intoxicated or whose behaviour may pose a risk to safety or be a nuisance to their fellow passengers or necessitate extraordinary efforts in relation to the transportation, for which Vy Tåg has not had opportunity to plan in advance to ensure necessary measures are in place, or where Vy Tåg deems it inappropriate to carry the passenger for safety reasons.

F. Passengers may be refused access to Vy Tåg’s services in the event of a serious breach of these terms and conditions following receipt of a written warning that access may be refused in the event of repeated serious breaches of these terms and conditions. The refusal of access to services may last for up to four months. Notification of any such refusal of access must be issued to the passenger in writing. A written warning relating to the potential to refuse access to service shall remain valid for 12 months following issue.

§3 Luggage

A. The passenger is responsible for their own bags and hand luggage. The passenger must personally supervise their luggage during the train journey. Luggage should be placed in the train’s luggage areas or on the floor under the seat in front of you. For safety reasons, luggage may never be placed in the aisle or in front of the train doors. Smaller bags and hand luggage can be placed above your seat.

C. Hunting rifles and sporting guns, as well as those belong to defense personnel, may be brought on board the train. The gun owner must contact the conductor on board before they board. For safety reasons, the conductor on board may refuse the passenger the right to bring weapons and ammunition on board the train. During transportation, the weapon owner is personally responsible for their weapon and ammunition and ensuring that these remain under supervision throughout the journey. Weapons should be unloaded of all ammunition. The weapon must be packed in a bag, case, handbag, sack or equivalent, and the bolt must be stored separately. Weapons are not permitted to be carried in holsters, etc. Ammunition may be transported provided that it is in original packaging.

§4 Tickets

E. The ticket/receipt and booking confirmation will be sent to the email address you provided when booking. Important information including schedule changes, traffic information or anything else that may happen prior to departure will also be sent to this email address. You should also provide your mobile number at the time of booking in case we need to send you important information by SMS. You should notify Vy Tåg if your email address or mobile number changes prior to travel.

When purchasing a journey that cannot be rebooked, tickets cannot be rebooked or refunded.

Cancellation flexibility must be bought when purchasing your ticket, and cannot be added afterwards.

Medical certificate: In the event of serious illness, a medical certificate completed by a physician including their name, phone number and stamp must be presented. In the absence of a stamp, a copy of the physician’s identification should be attached. The certificate must include the date and diagnosis that documents that the customer was unable to travel on the day the ticket was valid due to serious illness.
Proof of death/death certificate or certificate issued by a priest or funeral director. In addition to the passenger’s own death, the death of a close relative also entitles customers to a refund. Such a refund may also cover the tickets of the remainder of a travelling party in the event that they are included on the same booking.

I. In the event that a customer relinquishes their season ticket or travel carnet, no refund is possible. Exceptions to this are if Vy Tåg amends its services in such a way that the passenger’s ability to travel is affected, in which case they are entitled to receive a refund in relation to the season ticket or travel carnet in respect of the amount that constitutes the residual duration or number of tickets left.

§6 General regulations relating to travel

Boarding and disembarkation are not permitted while the train is in motion or has come to a temporary stop outside a station while at points, awaiting a signal, etc. The opening of doors when the train is in motion or has come to a halt outside a station is also not permitted. Passengers must comply with the instructions issued by on board personnel.

You should notify the conductor if you are providing assistance to a passenger during boarding but do not plan to travel. In some instances, there is very little time between the train’s arrival and departure times, and unless the conductor has been notified there is a risk that the train will depart before you have disembarked. No compensation shall be paid in such circumstances.

§7 Disruptions to traffic

Compensation for rail journeys that cover a route of less than 150km are regulated by the Act on the Rights of Public Transport Passengers: (2015:953), see §7H.
Compensation for rail journeys that cover a route of more than 150km are regulated by the Regulation on rail passengers’ rights and obligations: (Eu) No 782/2021 (From June 7, 2023) or (EC) No 1371/2007, see §7I. (Until 6 June, 2023)

1. Late payment is regulated as follows:

In the event of a 20-minute delay, 50 per cent of the value of the ticket shall be reimbursed.
In the event of a 40-minute delay, 75 per cent of the ticket price is reimbursed.
In the event of a 60-minute delay, 100 per cent of the ticket price is reimbursed.
In the event of a cancelled or interrupted journey, a full refund of the ticket price will be issued.

2. If there is cause to believe that the train will be at least 20 minutes late, you are entitled to reimbursement of the costs of reasonable alternative transport to reach your end destination upon submission of receipts or other equivalent documentation. The maximum level of compensation for reasonable transportation is 1/40 of the base price amount set out in Chapter 2, Section 7 of the Social Insurance Code applicable to the year in which the journey should have been concluded.

3. No pre-purchased ticket is required in order to receive compensation - it is sufficient for the passenger to have intended to travel on the train. However, Vy Tåg may offset the cost of the ticket in the event that the passenger has not paid for the journey.

4. In the event of disruption to traffic, the value of the ticket shall also be reimbursed if the passenger chooses not to complete their journey.

5. If Vy Tåg has published information in relation to disruptions to traffic at least 72 hours prior to the departure time set out in the timetable and the passenger is aware of this, no compensation shall be due. However, if the journey arrival time at the destination is shown on the ticket, this clause shall not apply.

1. Late payment is regulated as follows:

In the event of a 60-minute delay, 25 per cent of the ticket price is reimbursed.
In the event of a 120-minute delay, 50 per cent of the value of the ticket shall be reimbursed.
In the event of a cancelled or interrupted journey, a full refund of the ticket price will be issued.

2. If the delay is calculated to be greater than 60 minutes, you are entitled to assistance in the form of accommodation and board in the event that a stay of one night or more is required, or if further stays are required as and when this is physically and practically feasible.

3. If it is reasonably expected that the train will arrive with a delay of more than 60 minutes, or if the passenger is unable to complete their journey, the passenger shall be offered:

Reimbursement of the ticket in its entirety on the same terms as when it was bought for the part or parts of the passenger’s journey that have not been completed, and for the part or parts that have been completed if the passenger no longer wishes to complete the journey, in addition to return travel to their original point of departure free of charge, where appropriate.
Onward travel or rebooking to the passenger’s final station destination without delay and on equal terms.
Onward travel or rebooking to the passenger’s final station destination on a subsequent day that is deemed appropriate by the passenger and on equal terms.

4. If the passenger has arrived at their final station destination

§8 Complaints procedure

The claim should include a statement detailing the course of events in the case in question. In the event that there are multiple refund claims related to the same season ticket, these should be submitted together to Vy Tåg following the end of the validity period for the ticket. Any damages or refunds shall be paid within one month of Vy Tåg receiving the claim and any necessary documentation in relation to this.

§9 General rules of liability for Vy Tåg and its passengers

B. Processing of personal data
When you purchase a journey from Vy Tåg’s website, you provide personal data. Vy Tåg is responsible for processing your personal data in accordance with the Personal Data Act (1998:204). Information about how Vy Tåg processes your personal data and for which purposes, in addition to details of your rights in accordance with the Personal Data Act, is set out in our privacy policy.

By using our services, you consent to Vy Tåg’s processing of your personal data. In the event that you provide personal data on behalf of any third party during the purchase process, you are responsible for obtaining that third party’s consent to Vy Tåg processing their personal data as per the above.

§10 Vy Tåg’s Non‑Discriminatory Terms for National Train Travel

Passengers with disabilities have the same rights as all other passengers and can use the entire railway system if they are able to travel independently or with the help of an assistant or assistance service. Passengers with disabilities, as well as any accompanying assistant, must hold a valid ticket under the same conditions as all other passengers.

Vy is obligated to provide passengers with information about the physical conditions of the trains so they can assess whether the journey is possible. During the journey, traffic information must be provided at stations and onboard the trains, both visually and audibly, so that it is accessible to passengers with visual or hearing impairments. Passengers with disabilities may bring assistive devices, such as wheelchairs or walkers, as well as guide dogs or service dogs at no extra cost, provided the dogs are clearly identified as service animals.

During traffic disruptions, Vy Tåg is responsible for ensuring that passengers with valid tickets reach their final destination. If replacement transport is not available, Vy must ensure that the passenger arrives using an alternative, accessible mode of transport. See the provisions on traffic disruptions under our travel terms, §7.

Passengers with disabilities must be able to communicate with train staff and assistance staff either verbally or in writing. If the passenger is unable to communicate, they must travel with an accompanying person. In such cases, the accompanying person is entitled to book a free ticket, supported by a medical certificate or similar documentation.

An accompanying assistant assigned under the Swedish Act concerning Support and Service for Persons with Certain Functional Impairments (LSS) is entitled to a discounted ticket. Any reimbursement for ticket costs is handled by the municipality providing the assistance service. Contact your employer or the responsible municipality for more information on procedures and compensation.

Assistance must be booked at the same time as the passenger books their ticket, by contacting Vy Tåg’s customer service. Bookings must be made no later than 24 hours before departure. The passenger must specify the type of assistance needed so that Vy can determine whether the desired station and departure are accessible for the passenger.

If the passenger changes or cancels an existing trip, they are responsible for also changing or cancelling the assistance booking with the company from which the ticket was purchased.

If assistance cannot be provided and the passenger has already purchased a non‑refundable ticket, the passenger must still be allowed to rebook the trip or receive a refund.

Read more about assistance, luggage, and what the service includes at stationsledsagning.se/vanliga-fragor.

Vy must ensure that all customer‑facing staff have basic knowledge about disabilities and appropriate interaction. The train staff strive to provide passengers with disabilities the best possible service and care, but cannot assist with feeding, administering medication, or helping with toilet visits.

Train staff assist with boarding and alighting, for example by providing a ramp or wheelchair lift when needed. They can also help the passenger to their seat and, if needed, secure or release the wheelchair.

For safety and work environment reasons, the conductor may deny boarding if the passenger does not follow the luggage rules. Read more about the regulations in our travel terms, §3, Luggage.

General conditions of carriage for scheduled bus services pursuant to the Bus Passenger Regulation (181/2011).

For journeys of 150km or more (but less than 250km)

Vy Travel AB (includes the brands Vy Bus4You and Vy express)

The conditions of carriage for Vy Travel AB (corporate registration number: 556730-2418) 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 Travel AB has only sold the journey in its capacity as a retailer. The relevant companies and their conditions of carriage are provided below.

Travel with subcontractors/partners operating on behalf of Vy

Vy Travel AB is responsible for the subcontractors that Vy Travel AB engages to fulfil its obligations to the passenger, and Vy Travel AB’s conditions of carriage apply to journeys undertaken with subcontractors that are engaged to operate on behalf of Vy Travel AB.

Tickets

Tickets must always be purchased prior to departure*. It is always cheapest to buy our tickets at vy.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.

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.

Cancellation protection and cancellation

Cancellation protection may only be bought when purchasing a ticket. Cancellation protection allows a ticket to be cancelled until one hour prior to departure. The ticket will be cancelled when processing a cancellation. If your ticket covers one or more parts of a journey, the whole trip will be cancelled. Cancellation protection will not be refunded in the event of cancellation.

Cancellation protection may only be used once and in the event that the ticket is amended, the cancellation protection will be used.

If you have a ticket for several passengers travelling on the same ticket number, you can cancel for one or more of the party.

Tickets booked at vy.se should be cancelled at vy.se, tickets booked at bus4you.se should be cancelled at bus4you.se, tickets booked at vybuss.com should be cancelled at vybuss.com and tickets booked at vybuss.no should be cancelled at vybuss.no. Tickets bought from a retailer or by phone should be cancelled with the retailer or by phone, respectively.

You can rebook your ticket up to one hour prior to the time of departure on your current ticket. If you have cancellation insurance then you can rebook your ticket at no extra charge up to two times. Please note that following the second rebooking, you will no longer have cancellation insurance for your ticket and it will not be possible to receive a refund in the event of cancellation. In the event of cancellation, our standard cancellation rules will apply.

If you bought a ticket without cancellation protection on bus4you.se and wish to rebook on bus4you.se, the cost is SEK 39 per person and per rebooking plus any difference. If you bought a ticket without cancellation protection on vy.se, you can rebook your ticket via our ticket office for an additional service fee plus any difference.

If you choose to rebook onto a departure with a lower price then you will not receive a refund of the fare difference. If you choose to rebook onto a ticket that is more expensive than your original ticket, you must pay the fare difference.

If you have a ticket for several passengers travelling on the same ticket number, then you must rebook for all passengers during the rebooking process.

If you have a return ticket, you can choose to rebook either the outbound or return journey, or both segments. Rebooking fees are only due per rebooking occasion and are based on the number of people on the ticket.

Tickets booked at vybuss.com can be rebooked at vybuss.com and tickets booked at vybuss.no can be rebooked at vybuss.no. Tickets bought at bus4you.se can be rebooked at bus4you.se. Tickets bought from retailers or by phone can be rebooked via the retailer or by phone respectively.

Pets

Smaller pets may be carried on board our buses. They must travel in cages no bigger than a normal seat (max. 50x40x40 cm). Pets must travel on a children’s ticket. Pets must remain in the their cage for the duration of the journey and the owner is responsible for ensuring that all appropriate documentation pertaining to the animal is in place when crossing national borders.

Guide dogs travel free of charge. For other service dogs, please contact customer services prior to your 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 as a through ticket on the same occasion. Connections with other operators or with flights are not our responsibility.

Border crossings and checks

Accessibility for the disabled

Comfort on board

Cold food, coffee and drinks and 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 (formerly known as Nettbuss express) services are operated by hired in buses that may 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. Total luggage weight cannot exceed 25 kg. Hand luggage cannot measure more than 40 x 30 x 20 cm. 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. 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.

Cargo

We do not transport cargo on our buses.

Bikes and scooters

Bikes 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 Travel 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 from 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.