Changes to service fees collected at HSL’s service point from 1 June
There will be changes to service fees collected at HSL’s service point from 1 June. Service fees will apply to customers who have the option of topping up their HSL card or updating their customer group using self-service tools rather than visiting the service point. No fee is charged for advice or for services that require personal contact.
In 2022, nearly 176,700 customers visited the HSL service point and from time to time, our customer service is heavily congested. The aim of the wider introduction of service fees is to reduce congestion and provide a better service to those who need in-person services.
From 1 June, a service fee will be charged for HSL card top ups and updating the customer group on the card in situations where the customer has the option of using a self-service machine, an online service or the HSL app. The service point staff will assist you with the use of a machine, the online top up and the HSL app, if required. No service fee is charged for the advice.
In the future, a service fee will be charged for updating a student discount entitlement on the HSL card and for loading commuter benefits on the HSL card. Benefits and discounts will continue to be available without a fee with the HSL app.
No service fee will be charged for updating the HSL card customer group to customers whose customer group or discount entitlement cannot be verified on the HSL app. No service fee will be charged to people with reduced mobility, customers who receive national or guarantee pension or a cash rehabilitation benefit from Kela, students whose discount entitlement cannot be checked via the My Studyinfo service of the Finnish National Agency for Education, exchange students, or people with functional difficulties that prevent them from using the HSL app.