Customer service

For more information on EB timetables and routes, please see the timetable search on our website, or call Matkahuolto Travel Service at: 0200 4000
The call charge is €1.99/min + local network charge.

Service number for Parcel services for businesses 020 710 5024, Mon-Fri 8-18. Call charge when calling from a fixed telephone network subscription is 8.28 cents/call + 7.00 cents/min and from a mobile network subscription 8.28 cents/call + 17.00 cents/min.

ExpressBus Contact Information:
Tel. 0400 403 161 (8.00 - 17.00)

Product Manager Peter Ulmanen
firstname.lastname@expressbus.fi

Instructions

EB tickets are sold onboard all ExpressBus coaches. Ticket can also be purchased in advance at bus stations or online on both ExpressBus and Matkahuolto websites. Group tickets are available online and at bus stations. Passenger travelling with a personal ticket must be able to show proof of their identity. Passengers entitled to a discount (i.e. students and pensioners) must be able to show proof of their right to the discount when purchasing their ticket and when requested during the journey.

ExpressBus coaches stop on bus stations and roadside stops marked with a separate express coach sign. The best way to make sure you are at the right bus stop is to check the bus stop listing on our online store.

When getting on the bus at an express coach stop, the passenger must signal the driver in good time for the bus to stop. When getting off the bus, the passenger must let the driver know on time. Passengers should exercise caution on the bus stop and in its immediate surroundings when the bus is approaching.

Note! Tarkan Tiketti Online Deals purchased for departures of the following coach operators can only be used when boarding from the departure location printed on the ticket: Länsilinjat Oy, Väinö Paunu Oy, and Pekolan Liikenne Oy. The company operating the selected departure can been seen in the timetable search.

The eBus Ticket is an online ticket purchased on Matkahuolto website. The Special Offer eBus Ticket is a special price ticket purchased on Matkahuolto website. Depending on the departure, both eBus Ticket and Special Offer eBus Ticket can be purchased at the earliest 32 days and at the latest 20 minutes before departure. The earliest and the latest moment of purchase vary according to departures, and may differ from the times stated above. Online purchases are non-refundable after payment has been made. The eBus Ticket and the Special Offer eBus Ticket may not be changed, replaced or cancelled.

Bicycles are transported at an extra fee within the limitations of space. The best way to make sure you can take your bicycle with you, is to notify the coach operator beforehand. The extra fee is €4-10.

An unaccompanied child travels safely with a Child Travel Pass. The passes are available at bus stations, or they can be filled in and printed out here. There are copies of the Child Travel Pass for the child, their escort and the driver. The pass features the following information: the child's name and address, departure location and time, escort's name and phone number, arrival location, the name and phone number of the person meeting the child, and the bus phone number if possible. At location, the driver will make sure the child is united with the person mentioned in the Child Travel Pass.

It is obligatory to use seatbelts on ExpressBus coaches, if available on the seat.

All passengers and coach personnel have right to a disruption-free coach ride. The personnel has the right to remove a passenger who continues with disruptive behavior despite having been notified. The passenger are asked to inform the driver of all kinds of vandalism taking place on board the coach. The passengers are liable for any damage they have caused on board.

Smoking is prohibited, including electronic cigarettes.

Passenger are allowed to listen to their personal radios or music players on board as long as it does not disrupt other passengers. In the coach radio is on, the driver will turn it off when requested by a passenger. The use of mobile phones is permitted on board as long as it does not disrupt other passengers. During the journey, the driver is allowed to take only necessary work-related calls.

Eating snacks and drinking with caution in regard to cleanliness is permitted, if not stated otherwise (i.e. ice-cream or hamburgers). Alcohol and drug-use is strictly prohibited in all ExpressBus coaches, as well as smoking (including electronic cigarettes).

Passengers prone to travel sickness are requested to take their seat in the front part of the coach. The passengers are liable for possible cleaning expenses due to travel sickness.

There are magazines to read on board the ExpressBus coaches. They are usually located in the front part of the coach. Expressi Magazine can be found in the seatback pockets and it can be taken along when getting of the bus.

Passengers carry their hand luggage with them. Luggage that does not fit in the space at the passenger's feet is left in the luggage compartment.

A passenger is allowed to take along free of charge in two suitcases, bags or their equivalent to be transported in the coach luggage compartment. The coach operator has the right to charge a supplementary fee for extra pieces of luggage and large items.

Passengers are requested to mark their luggage with their names and addresses in order to identify their luggage. Fragile items should be marked accordingly, packed carefully, and the coach personnel should be notified of the existence of these items.

Passengers should consult the coach operator before the journey on the transportation of bicycles, ski bags or other large luggage to make sure space is reserved for those items. If the aforementioned items do not fit in the coach luggage compartment, they may be transported as cargo on another departure.

Small animals that fit in the space at the passenger's feet in a cage or a basket, are usually transported free of charge. A supplementary fee is often charged for larger dogs.

It is prohibited to place animals on seats or leave them unattended. Animals will not be transported alone. The policies regarding animal transport vary between coach operators, and therefore we recommend consulting the operator before departure.

If an allergic passenger and a passenger travelling with an animal board the same bus, one will be seated in the front of the bus and the other in the back. The priority will be given to the one who boarded first. No supplementary fee is charged for guide dogs, and other passengers may not stop them from boarding the bus.

FAQ

Reservations and tickets

Why should I buy a return ticket? When purchasing a return ticket, you will get a 10% discount on the regular adult one-way fare. The return ticket is flexible, it can be used in 30 days within the original departure. The return tickets are available for journeys exceeding 60 kilometres. Return tickets can be purchased in our webshop. from the ExpressBus driver (not on Turku-Helsinki route) or at the bus station.
Which tickets can be bought on board? Regular one-way tickets, return tickets, as well as discount tickets are sold on board. Group and family tickets (25% discount) are not sold on board, and they should be purchased at a bus station. Matkahuolto Travel Card are not sold on board, but the CityCity Ticket can be reloaded by the driver. All travel cards can be purchased and reloaded at Matkahuolto service points.
Which payment methods are accepted on board? You can pay on board in cash or with a debit or a credit card. Visa Electron is not accepted. You can also pay with the following travel cards: Annual ticket, business travel card, Matkahuolto Bus Pass, or CityCity Ticket.

Offers and discounts

What is Tarkan Tiketti Online Deal based on? Tarkan Tiketti Online Deal is a special fare, of which there's a certain amount available for selected departures. The first tickets are always the cheapest, and the fare increases as the coach fills. We recommend booking Tarkan Tiketti Online Deals well in advance. Tarkan Tiketti Online Deals start from €2. We do not charge fees for reservation or delivery.
I am a pensioner. Do I travel cheaper on the bus? Yes. The pensioner discount is 30% of the normal adult one-way fare, when the one-way journey exceeds 60 kilometres. All persons over 65 years old are eligible for the discount upon presentation of a photo ID. The discount also is applied upon presentation of a Social Insurance Institute Kela card with a photo, marked "pensioner", and a Matkahuolto, VR or Finnair logo printed on it. In addition Kela card or Matkahuolto pensioner's card entitle to a discount. Tickets eligible for discount can be purchased on board or at a bus station.
Do you offer discount for children and youth? Yes. Two children under 4 years old travel for free accompanied by a paying passenger over 12 years old. Children aged 4-11 are entitled to a 50% discount of regular adult one-way fare regardless of the length of the journey. Children and youth aged 12-16 are entitled to a 50% discount of the regular adult one-way fare, when the one-way journey exceeds 60 kilometres. The discount is applied upon presentation of a valid ID. Tickets eligible for discount can be purchased on board or at a bus station.
Do you offer discount for students? Yes. The discount is 50% of the normal adult one-way fare, when the one-way journey exceeds 60 kilometres. The discount is applied upon presentation of a student ID issued jointly by Matkahuolto and VR or a student ID with a Matkahuolto logo printed on it. The joint student ID of Matkahuolto and VR can be obtained from Matkahuolto service points and agents. The student ID can also be obtained from VR ticket offices. The ticket eligible for discount can be purchased on board or at a bus station.

Stops and routes

You promise a seat for all passengers. Why do I then have to stand on board sometimes? We try to foresee the amount of vehicles needed based on previous experiences and place more coaches on routes on those occasions, when we know there are a great number of passengers. We send for extra vehicles at the departure location if the coach is full. Unfortunately, extra vehicles are not always available - this happens especially during holiday season, when many of our drivers are on a well-earned vacation themselves. If you have to travel standing, please send us feedback on the situation.
How do I transfer buses? If you have purchased a journey that includes a transfer, we will make sure everything runs smoothly. When the driver is aware of you needing to catch another bus, they will contact its driver if needed, and the bus will wait for you.
Is there an ExpressBus connection to the Helsinki-Vantaa Airport? Yes. ExpressBus offers over 100 daily connections to the Helsinki-Vantaa Airport. You will find those connections by searching for departures with destination of Helsinki-Vantaa Airport in our online store.
Are there ExpressBus connections to the harbours in Helsinki and Turku? Yes. ExpressBus offers good connections to the harbours of both Turku and Helsinki (Katajanokka Terminal, West Terminal, and Olympia Terminal). Hence, there is no need to walk or take a taxi from the bus station to the harbour.

Luggage

Can I take my bicycle with me? Yes, but we only transport bicycles if there is enough space for them. The best way to make sure you can take your bicycle with you is to inform the coach operator beforehand. A supplementary fee of €4-10 is charged for transportation of bicycles.
How much luggage can I bring? You can carry your hand luggage that fits into the space at your feet, and two suitcases, bags or similar items free of charge. You might be charged a supplementary fee for extra pieces of luggage and large items. Please remember to mark your luggage with your name and address.
My luggage was broken / lost during my journey. Will I get a refund? Incidents of luggage broken or lost during the journey are usually treated case-specifically. If the passenger has put their luggage in the luggage compartment themselves, it is usually not refunded in case of dispute. Many coach operators apply a maximum reimbursement, such as €20 per kg, exceeding amount of which will not be refunded. The coach operators recommend purchasing a travel insurance. Fragile items must be packed carefully and marked clearly, and the driver should be informed of the existence of those items.

On board

Can I smoke an electronic cigarette on board? Smoking is prohibited on board, and this applies to electronic cigarettes as well.

Delays

My bus was delayed and I was late from a meeting. Will I be reimbursed? Passengers must take into account that harsh weather and possible traffic jams may prolong the journey duration estimated on the timetable. When travelling to an airport or a harbour, or if there are other important connections to make, the passenger must select an early enough departure to catch their next connection.

Passengers are requested to take into account that special schedules apply during holidays.

If a possible delay or a cancellation threatens to cause unprecedented travel costs, the passenger should contact the coach operator immediately. The coach operator is not liable for any damage that the passenger could have avoided with their own moderate actions. The reimbursements caused by delay or cancellations are always treated and resolved case-specifically.

The coach operator is not liable for any costs if the delay or cancellation was caused by a force majeure event.

The driver does not have the right to pay any reimbursements to the passengers on board. If the journey is interrupted because of a technical failure, the driver will inform the passengers of replacing methods of transport, which will primarily be arranged as coach connections.

The reimbursements due to issues during the journey will be negotiated between the passenger and the coach operator, not the ExpressBus consortium. ExpressBus will assist in finding the contact information of the coach operator if needed.
I am on the bus, and I think I should be able to get to the airport on time in a usual situation, but now I will miss my flight. What do I do? Let the driver know about your situation immediately, and she/he will help you.
I missed my bus and did not use my ticket. Will you claim it back? Our tickets are sold by Matkahuolto and its service points as well as online store. Therefore, we comply with their Terms & Conditions. As a rule, tickets bought online are not refundable, but tickets bought at service points can be refunded. Please refer to www.matkahuolto.fi/en/timetables-and-prices/instructions-terms-and-conditions/refund-terms-and-conditions/

Transportation of animals

Can I bring my pet on board? Yes, you can! Small animals that fit in the space at the passenger's feet in a cage or a basket, are usually transported free of charge. A supplementary fee is often charged for larger dogs. Read more about the guidelines.
How much is it to transport a pet? If your pet travels in a box or basket at your feet, we will not charge any supplementary fees. Coach operators often charge their specific fees for larger pets.
I can't travel on the same bus with a pet. Now, a passenger boarded with a dog. What can I do? In this case, the passenger who boarded first has the priority. Please let the driver know. As a rule, we would place you in different sections of the bus, but if your allergy is too severe, the passenger with the dog will be removed from the bus, if the dog is not a guide dog.
I'm travelling with a pet, and an allergic passenger who just boarded wants me to leave. Should I get off the bus? No. The passenger who boarded first has the priority. As a rule, we suggest the allergic passenger to take a seat in another section of the bus, but if they are not able to do so, they will have to wait for the next departure.
I have a guide dog. How much is it to transport a guide dog? It is free of charge. Guide dogs always travel for free, and other passenger cannot have them removed from the bus.

Reimbursements

One-way or return tickets bought on board are not usually reimbursed for any unused parts.

Tickets bought at a bus stations are reimbursed according to the Terms & Conditions stated below.

A valid commission will be charged in connection with any ticket reimbursements. The applied discount is deducted from the reimbursement of a partly used return ticket. The reimbursements must be claimed within a month of the validity period stated on the ticket. 

The Matkahuolto Travel Cards onto which tickets are loaded are subject to a charge. This charge will not be reimbursed. Matkahuolto charges a valid commission in connection with a reimbursement of a ticket loaded onto a travel card. 

Annual Tickets are reimbursed by calculating the regular fare as the value of each journey loaded onto the ticket. The sum of the used journeys is deducted from the Annual Ticket price. The possible remainder is paid to the customer. The Annual Ticket is valid for a year from the date of purchase. 

The reimbursements of the Annual Tickets must be claimed within a month of the validity period stated on the ticket. After this, the unused journeys will not be reimbursed. However, if the card is reloaded during the validity period, the travel right of the unused journeys is extended (when reloading in connection with a fare increase, the maximum number of unused journeys is 4). The validity period of the Annual Ticket is printed on the receipt. Please check the validity of ticket products at Matkahuolto service points or on board.

The travel card must be stored carefully, preferably in its own pouch, to avoid dirt, scratching or folding. Matkahuolto is not liable for any expenses due to loss of card or its careless handling.

eBus Ticket & Special Offer eBus Ticket

The eBus Ticket is an online ticket purchased on Matkahuolto website. The Special Offer eBus Ticket is a special price ticket purchased on Matkahuolto website. Depending on the departure, both eBus Ticket and Special Offer eBus Ticket can be purchased at the earliest 32 days and at the latest 20 minutes before departure. The earliest and the latest moment of purchase vary according to departures, and may differ from the times stated above. Online purchases are non-refundable after payment has been made. The eBus Ticket and the Special Offer eBus Ticket may not be changed, replaced or cancelled.

Expressi Magazine

Expressi Magazine is available for passenger on board.

An interesting read is part of a pleasant journey. ExpressBus publishes a magazine that can be read on board or taken along to read at home.

Download the Expressi 2016 media card here (pdf).

Expressi 2/2017

Expressi 1/2017

Expressi 4/2016

Expressi 3/2016

Expressi 02/2016

Expressi 01/2016

Expressi 04/2015

Expressi 03/2015

Expressi 02/2015

Expressi 01/2015

Expressi 04/2014

Expressi 03/2014

Child Pass

An unaccompanied child travels safely with a Child Travel Pass. The pass can be obtained at the bus stations or it can be filled in and printed out in three copies below.

Child Pass

There are copies of the Child Travel Pass for the child, their escort and the driver. The pass features the following information: the child's name and address, departure location and time, escort's name and phone number, arrival location, the name and phone number of the person meeting the child, and the bus phone number if possible.

At location, the driver will make sure the child is united with the person mentioned in the Child Travel Pass.

Give feedback

Did you enjoy your journey with us? Or did you come across some issues you would like to tell us about? Perhaps you have an idea that would make your future journeys even better?

Please let us know.