Vy’s conditions of carriage

When you buy a ticket and/or travel on our bus services you are accepting the conditions that apply to your ticket and agreeing to comply with them. Please read these conditions carefully. The conditions of carriage apply to all scheduled bus services operated by Vy in Norway.

These conditions of carriage must be seen in conjunction with Regulation (EU) No 181/2011 concerning the rights of passengers in bus and coach transport.

Upon transfer to a bus service operated by an operator other than Vy, that operator’s conditions of carriage apply. Here is an overview of the Conditions of Carriage that apply when travelling on other operators’ services.

For travels to Sweden, see Swedish conditions of travel⁠External link.

§1 Ticket and travel conditions
§1.1 Terms of purchase

Tickets bought in advance entitle you to travel on a specific service at a specific time. You must board the bus at the stop shown on the ticket. A ticket purchased for a specific departure does not entitle you to travel with a carrier other than the one shown on the ticket.

A season ticket entitles you to travel between the stops shown while the ticket is valid.

You must always buy your ticket via our website/app in order to be guaranteed a seat on a specific departure.

Unused tickets (single tickets, return tickets, season tickets or other multi-journey tickets) are not refundable. It is the passenger’s responsibility to be at the right stop at the right time for the right departure.

If there are technical errors that makes it impossible to purchase tickets online, tickets must be purchased on the bus at regular rate.

§1.2 Season tickets

A season ticket is linked to your mobile phone number and can only be used by you. Misusing your season ticket or lending it to others may result in the balance of your ticket being withdrawn and your account being closed.

§1.3 Children

Unaccompanied children must be of school age and capable of looking after themselves. The child’s guardian must have completed the “I am travelling alone” form with information about the child, as well as the contact information of the person who is dropping off or meeting the child. The child must show the form to the driver upon boarding and retain the form throughout the journey. Vy encourages you to buy a ticket in advance and reserve a seat near the driver.

§1.4 Students

Students attending a Norwegian university or university college can buy a student ticket. You must be able to present valid proof that you are a student. Student cards and digital student cards are accepted. The fee for the current semester must be paid and you must be able to present the receipt.

High school or secondary school pupils can buy a children’s ticket (up to 17 years) or a young person’s ticket.

For students studying abroad, only ISIC cards are valid as proof you are a student.

People taking short-term evening courses or language courses are not eligible for student discounts.

§1.5 Showing your ticket

Passengers must show a valid ticket or ticket number upon boarding. The ticket must be retained for the duration of the journey. The ticket must be shown when requested by staff.

§1.6 Travelling without a valid ticket

Vy has the right to inspect tickets to ensure passengers have a valid ticket. Passengers who fail to show a valid ticket when asked to do so will be charged a fine. The fine is currently NOK 950 if paid immediately, or NOK 1,150 if paid later. If a passenger pays immediately, they will receive a receipt that entitles them to continue their journey. Disembarking will not exempt you from the fine.

§1.7 Animals on board

Guide dogs, service dogs, police service dogs and rescue dogs in service or training can always travel by bus. The carriage of animals on bus services varies. You can find information for the individual services here.

§1.8 Behaviour during the journey

Passengers have an obligation to show consideration for other passengers and comply with the rules for passengers’ safety and comfort on board buses.

Smoking and the use of alcohol or other drugs are prohibited on buses. Staff may refuse to allow passengers who are visibly intoxicated to board. Passengers causing a nuisance to other passengers may be asked to leave the bus if they fail to comply the instructions of the staff.

§2 Travel goods
§2.1 Normal luggage

Passengers are free to carry hand luggage on board that fits under their seat. If it does not fit, you are not allowed to bring the luggage on board.

In addition to hand luggage, passengers can bring a maximum of two items of luggage per person. The maximum dimensions and weight per item are height + length + depth = 175 cm/23 kg. Carriage of additional luggage in excess of two items may be booked in advance or purchased on board the bus if space is available. Luggage must be properly packed and marked as described in section 2.3.

§2.2 Prams, bicycles, skis and special luggage

Prams will be carried free of charge if space is available. The driver will decide where these should be placed during the journey.

Skis or snowboards will be considered normal items of luggage (one of the two items pf luggage allowed) if they are properly packed.

Items such as golf bags, pulks, and surfboards are considered special luggage. Bicycles are not classified as special luggage. The maximum dimensions and weight per item of special luggage are 50 cm x 60 cm x 220 cm and 23 kilograms. Please note that special luggage must be pre-booked when purchasing your ticket.

Carriage of bicycles must be purchased in advance on vy.no. Bicycles may be transported on the bus lines VY1, VY6, VY175 and FB11. We recommend that the bicycle is packed in a suitable bag, as it will be placed in the coach luggage hold.

Electric bicycles are not permitted. You may bring small electrically-powered vehicles, such as electric scooters. They must be placed in the coach luggage hold.

Lithium-ion batteries used in small electrically-powered vehicles may not be charged on board our buses.

Firearms will be carried if properly they are packed and secured. The bolt and main body of the firearm must be kept separately. The main body of the weapon and any ammunition will be stored together in the coach luggage hold. The weapon’s bolt must be brought on board and stowed in the overhead rack or under the passenger’s seat. Other weapons will not be carried.

§2.3 Lost luggage

Passengers must make sure they take their luggage with them upon disembarking. Luggage should be clearly marked with name and contact information. Vy is not liable for any loss of luggage or damage caused by other passengers. Should passengers mix up their luggage, our customer centre will attempt to put the passengers in touch with each other.

§2.4 Carriage of goods

Vy can transport packages on direct bus services if space is available. The sender must pay for the shipping and deliver the package directly to the driver. The recipient must be waiting at the destination and pick up the goods directly upon arrival.

The package must be clearly marked with the names and phone numbers of both the sender and the recipient.

For safety reasons, the driver is entitled to inspect the goods before shipping. The driver may refuse to ship the goods if there are any doubts regarding its contents.

Vy does not ship:

• Fresh produce like meat and fish
• Hazardous substances, such as fuel, gas, chemicals etc.
• Animals
• Large items such as furniture
• Unclaimed goods will be stored at one of our departments and must be collected by the sender.

§2.5 Liability and compensation for loss or damage to travel items

The carrier is not liable for loss of or damage to items transported free of charge, unless the carrier has acted negligently. The company’s liability is governed by the Norwegian Automobile Liability Act of 3 February 1961.

For travel items for which shipping has been paid, the carrier is liable for loss or damage affecting the goods from when it is placed in the bus until it has reached its destination. However, this does not apply if the loss or damage was caused by a failure or negligence on the part of the passenger for whom the goods are being carried. In determining the amount of compensation, the Norwegian Road Traffic Act of 20 December 1974 will apply. Section 32, second paragraph, of the Act stipulates that for domestic carriage the compensation may not exceed SDR 17 per kg of lost goods in gross weight. (SDR is an international currency unit, called the Special Drawing Rights, as determined by the International Monetary Fund.)

§3 Passengers with disabilities
§3.1 Right to transport

People with disabilities have the right to travel with Vy as far as this is possible. The passenger must be able to complete the journey unassisted, with a personal companion or with the assistance we are able to offer on the bus.

We wish that travellers with a wheelchair give notice to our customer service 36 hours before departure. We ask this to be able to guarantee that the bus is accessible. If notice is less than 36 hours before departure, we will as far is practically possible, try to do adjustments.

People with disabilities or reduced mobility may only be refused transport if:

• this is necessary to comply with statutory or regulatory safety rules
• the design of the bus, stop or terminal makes it physically impossible for the passenger to board. For safety reasons and because of the physical design of the buses, wheelchairs must not exceed the following dimensions: length 120 cm, width 70 cm, height 109 cm and total weight 300 kg (incl. user).

If a passenger is refused carriage based on the circumstances mentioned above, Vy will inform the passenger of alternative transport options and refund their ticket.

§3.2 Assistance on the journey

Vy wish that travellers needing assistance give notice to our customer service 36 hours before departure. If notice is less than 36 hours before departure, we will as far as is practically possible, do what we can to assist during the journey.

Travel assistance consists of assistance with boarding and seating. Our staff are not permitted to assist with meals, medications or toilet visits. If we are not notified within the stated deadline (36 hours) we will do our best to assist the passenger as far as practically possible.

§3.3 Companions and dogs

Companions get 50 percent discount on adult tickets. You must be able to present a valid card issued by public authorities. Guide dogs or service dogs travel for free.

§4 Passengers’ rights in the event of delays or cancellations
§4.1 Rights on express buses

Passengers have the right to compensation for delays or cancellations. We promise to do our utmost to arrive on time. Should you experiences delays or other service failures, we will:

• Provide information about what is happening.
• Provide information about alternative transport/routes as soon as possible.
• Arrange for alternative transport as far as practically possible.

§4.2 Reimbursement for alternative means of transport

If we cannot offer alternative transport in the event of a delay or service cancellation, we will reimburse your documented travel expenses if you exceed:

• 20 minutes delay on journeys of up to one hour by up to NOK 550
• 40 minutes delay on journeys of one to three hours up to NOK 825
• 60 minutes delay on journeys of more than three hours up to NOK 1,100

For journeys of more than three hours where the delay means you will not arrive before the following day, you may be reimbursed for accommodation expenses of up to NOK 800. If there is less than 20 minutes until the next departure, you will not be entitled to reimbursement.

Note that you will not be reimbursed for any costs for consequential damages caused by delay.

§4.3 Rights in case of delayed bus to the airport

When you travel by bus to the airport, it’s important that you allow plenty of time. The valid rule is that you should allow 60 minutes in addition to the airline’s check-in time. Note that domestic and international flights have different check-in time requirements.

For journeys where less than 60 minutes have been allocated in addition to check-in time, no claims can be made for reimbursement of costs for alternative transport or other incurred expenses as a result of a missed flight connection.

Standard check-in time at the airport:

• Domestic: Check-in at least 1 hour before departure.
• International: Check-in at least 1,5 hours before departure.
• Charter flights: Check-in desks open 2 hours before departure and close 1 hour before departure.
• Direct flights to the United States: Please note that for direct routes to the United States special rules apply. It is common for check-in to start 3 hours before departure and close 1 hour before departure.

§4.4 Exemptions from the right to reimbursement

You will not receive reimbursement if you knew, or should have known, about the delay or cancellation before you purchased a ticket, nor will you be entitled to reimbursement if the delay or cancellation is due to circumstances beyond our control. This could include unannounced public injunctions and prohibitions, strikes, accidents, roadworks, natural disasters, and exceptional and unforeseen weather conditions (such as heavy snowfall, rain, flooding or extraordinarily slippery roads).

When changing between our express buses you should calculate a minimum of 30 minutes. If less time is calculated, you cannot be compensated for expenses for alternative transport or accommodation.

Read about journeys involving transfers.

§4.5 Refund of ticket expenses in the event of a delay or cancellation

If we have reason to believe that the journey will be cancelled or delayed by more than two hours, we will offer you the choice of continuing your journey using a comparable means of transport, free of charge, as far as is practically possible, or a ticket refund. You are not entitled to a refund for tickets if you receive reimbursement for an alternative means of transport as described in section 4.2.

§5 Reimbursement of unused bus ticket due to illness

Only refundable tickets entitles you to cancellation with a refund. If you do not have a refundable ticket and are unable to travel due to illness, you must contact your travel insurance company. If necessary, we can give you a written confirmation that you didn’t use your ticket.

§6 Complaints

Requests for the reimbursement of expenses for alternative means of transport and ticket refunds. or complaints about journeys, must be made in writing within three months of the date of the trip. Claims for compensation reimbursement or refunds must be sent via the refund and compensation form. For complaints, please use the feedback form. You will receive confirmation from us that your request for a refund/complaint has been submitted and will be considered. A final decision will be provided within three months from the date we received the request. If, after contacting us, you do not feel your complaint has been resolved, you can appeal the decision to the Transport Appeals Board.