Cancellation and changes
Find out how to cancel and change train tickets and bus tickets, as well as cancel taxi rides. You can also read the refund terms and conditions that apply to the different train tickets.
How to make changes to a ticket
Please note:
- When amending to a more expensive departure, you will be charged the difference in ticket price.
- When amending to a departure that costs less than your original ticket, you will not get a refund for the price difference.
- You cannot change or get a refund on your ticket on the Flåm Railway less than 48 hours before departure.
- Lowfare tickets cannot be amended or cancelled.
- You can change tickets yourself in the app or website up to 5 times within 30 days. If you need to change a ticket more times than this, please contact customer service.
You can change the date and time of departure until one hour prior to departure. There is a NOK 39 fee to change a ticket unless you have a refundable ticket. If you change your ticket to a more expensive departure, you must also pay the fare difference.
- Find the ticket you want to change. Tickets can be found via My account under the My tickets and trips tab at vy.no. In the app, you will find the ticket on the Home screen under My tickets and trips.
- Go to Travel details and then Change trip.
- Select a new departure and confirm the change.
Please note:
- If you have a seat reservation on an existing booking, this will not be transferred to your new booking.
- If you have a refundable ticket on an existing booking and you change your ticket, the ticket will be non-refundable on your new booking.
- It is not possible to change the ticket category, stop, or route.
Combined transfer ticket with train and bus
Please note that it is not possible to change combined transfer tickets. You can cancel the bus ticket is there is a minimum of one hour until departure, and purchase a new train and bus ticket.
- If you have purchased a fully flexible ticket, you will automatically be refunded the amount for the bus ticket when you cancel yourself at vy.no or in the Vy app.
- If you have purchased a flexible ticket, you must cancel the ticket yourself at vy.no or in the Vy app, and then contact Customer Service for a refund.
How to cancel your journey
Single journey:
- If your ticket is in the Vy app: Go to ‘Ticket’ and select the trip you want to cancel. On the ticket, press ‘Cancel’ and then the ‘Cancel ticket’ button.
- If your ticket is on vy.no: Log in to My account and go to ‘My tickets and trips’, go to Trip details for the relevant trip. Press ‘Cancel booking’.
- You can also contact Customer Service.
Not all train tickets are refundable. See cancellation terms and conditions at the bottom of this page to see what terms apply to your ticket.
When cancelling an SJ NORD, GoAhead or Kolumbus ticket purchased from Vy, the booking fee will not be refunded, and for an SJ NORD ticket, the cancellation fee will not be refunded either. However, this does not apply if the cancellation is due to a delayed or cancelled train - in such cases, both the booking fee and the cancellation fee may be refunded.
Please note that printed tickets (ticket machine or ticket counters) must be sent to: Entur Kundesenter, Postboks 812, 2626 Lillehammer.
Refunds will take a few days to appear in your bank account.
Tickets for other operators’ areas (e.g. Ruter, Kolumbus, Skyss or others) are subject to their own refund terms and conditions, even if they were purchased from Vy.
Season tickets:
Did you pay by gift card or invoice?
When journeys paid for by invoice are cancelled, the invoice fee is not refunded.
To cancel a bus ticket, you must have purchased the ticket in the Vy app or on vy.no, logged in with your Vy profile.
- If your ticket is in the Vy app: Go to ‘Ticket’ and select the trip you want to cancel. On the ticket, press Cancel and then the Cancel Ticket button.
- If your ticket is on vy.no: Log in to My account and go to Trip details for the relevant trip. Press Cancel booking.
In order to get a refund, you must have purchased a refundable ticket, and cancellation must be made at least one hour before departure. Please note that the amount of the cancellation insurance will not be refunded. If you do not have a refundable ticket, you can still cancel the ticket. Please note that the amount will not be refunded, but the seat will be released to someone else.
Please note that if you have purchased a return ticket in our old journey planner, the entire trip must be cancelled. It is not possible to cancel only one way.
If you wish to cancel a booking after your ride as been assigned to a taxi, you must contact the taxi company to cancel the trip. The taxi company’s terms and conditions for cancellation will apply.
See travel details and make changes
Log in and go to ‘My tickets and trips’ to find travel details for all your upcoming and completed trips. Here you can also make changes to planned trips, add a new payment card and much more.
Changed your mind?
When buying a single ticket for a Vy train on vy.no, in the app or from a ticket vending machine, you have a four-hour cooling-off period from the time of purchase. That means that you you can cancel the ticket free of charge, as long as this is before the train’s departure time.
Do you want help?
You can make changes and cancel most journeys yourself via vy.no or the Vy app. However, if you need assistance, you can contact Customer Service by phone, chat or by filling out a simple form.
Cancellation terms and conditions for Vy trains and the Flåm Railway
For many ticket types, you can usually make changes easily yourself via My account.
Season tickets that you cannot or do not want to use any more can be refunded for a NOK 100 fee.
The refund amount is calculated in the following way:
- 7-day ticket: We subtract 1/7 of the ticket price for each day, or part of day, that has gone by since the ticket was activated.
- 30-day ticket: We subtract 1/30 of the ticket price for each day, or part of day, that has gone by since the ticket was activated.
- 365-day ticket: We subtract 1/300 of the ticket price for each day, or part of day, that has gone by since the ticket was activated.
The refund amount is calculated from the day you cancel your ticket and request a refund. The ticket is invalid once it’s been cancelled.
Refund terms for Vy season tickets (including a season ticket with a seat reservation as a supplementary service) do not apply to season tickets from non-Vy transportation networks, such as Ruter, Kolumbus, Skyss and the like. These operators have their own refund terms.
If you have a Lowfare ticket, it cannot be changed or refunded.
Flex tickets are non-refundable.
It is not possible to amend the passenger category following purchase (e.g. from adult to child). If you wish to make such a change, you must cancel your ticket and buy a new one.
Plus and PlusNight tickets are non-refundable.
If you have a Sleeper ticket, you may amend this free of charge until the scheduled time of departure. When amending to a more expensive departure, you will be charged the difference in ticket price.
Sleeper tickets are non-refundable.
If you have a Sleeper Refundable ticket, you may amend or refund this free of charge until the scheduled time of departure. When amending to a more expensive departure, you will be charged the difference in ticket price.
The ticket cannot be cancelled, changed or refunded.
You can cancel or change your ticket up to 48 hours before departure, and if you cancel your ticket, you will then receive a full refund.
It is not possible to cancel or change your ticket less than 48 hours before departure.
Tickets on Vy local train routes in Oslo and Akershus regions are non-refundable.