Change your bus ticket, refunds and complaints

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, click ‘Cancel’ and then the ‘Cancel Ticket’ button.
• If your ticket is on vy.no: Log in to My account and go to ‘My trips’, click on Details for the relevant trip. Click on Cancel booking on the trip’s details page.

If you purchased the ticket at vy.no without being registered or logged in with your Vy profile, you must contact customer service to cancel the ticket. Please note that cancellations must be made during the customer service's opening hours at 08:30–15:30 Monday through Friday. Please have your booking number that consist of 12 numbers ready.

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 canceled. It is not possible to cancel only one way.

If the bus is so delayed that you have to take alternative transport, we will reimburse your documented travel expenses for alternative transport if you are more than:

• 20 minutes delayed on journeys of up to 1 hour by up to NOK 550
• 40 minutes delayed on journeys of 1 to 3 hours up to NOK 825
• 60 minutes delayed on journeys of more than 3 hours up to NOK 1,100

For journeys of more than 3 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.

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.

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).

How to claim reimbursement

Due to varying mobile coverage along the routes, the quality of the wireless network on board may vary. Unfortunately, lack of access to wireless internet or charging facilities does not provide grounds for a refund of the bus ticket.

If the bus was delayed to the airport, you can get a refund, as long as you have allowed enough time. Here you can find more information about how much time you need to allow and how to apply for a refund.