A service fee is charged for travel card top-ups as of 8 June 2023
HSL will introduce a new service fee at the beginning of June. The service fee will apply to service point customers who have the option of topping up their HSL card or updating their customer group online or by using self-service tools, such as a self-service machine or the HSL app.
The aim of the introduction of service fees is to reduce long waiting times at service points and provide a better service to those who need in-person services. At the same time, HSL wants to encourage people to use the self-service tools.
No fee is charged for advice or for services that require personal contact.
The service fee will also be introduced at Vantaa’s Service Points
The city of Vantaa will introduce the same service fees at the same time as HSL. The city's view is that, for the sake of clarity, all public operators should charge the same fees.
All the HSL services that are subject to the new service fee can be taken care of online for free, and the city offers support with the use of online services. Customers do not necessarily need to have their own smart device or computer, as they can also top up and update their HSL card using the city’s customer computers.
Advice, guidance and correcting customer service errors will continue to be free of charge.
Service fees at Vantaa’s Service Points as of 8 June 2023:
- Season ticket top-up: EUR 5
- Purchase of day ticket or single ticket: EUR 1
- Value top-up: EUR 1
- Change to HSL card information, such as the customer group: EUR 8
- Maximum service fee: EUR 8 / visit / card
Service fees do not apply to:
- people aged 70 years or over (top-up and/or update of personal HSL card)
- people with disabilities (top-up and/or update of personal HSL card)
- updating the customer group on the HSL card for people whose customer group or discount entitlement cannot be checked via the HSL app
- people who receive national or guarantee pension or a rehabilitation benefit from Kela
- people aged 70 and over
- people with reduced mobility
- students whose discount entitlement cannot be checked via the My Studyinfo service of the Finnish National Agency for Education
- exchange students
- people with a disability that prevents them from using the HSL app.
- customers who pay by invoice (e.g. customers who have been granted a payment commitment by Kela or the wellbeing services county)
- correcting customer service errors.
HSL’s press release: Changes to service fees collected at HSL’s service point from 1 June