Season tickets not converted to value, but season tickets refunded retrospectively to 70+ passengers and those quarantined
As of Tuesday 17 March, HSL has temporarily suspended the conversion of season tickets to value. The conversion of season tickets to value is suspended because customers have to visit an HSL or municipal service point in order to obtain the refund. In order to prevent the spread of coronavirus and to protect the health of both staff and customers, the conversion of season tickets to value is suspended.
This measure reduces the risk of infection for staff and customers and also reduces customer interactions during this period when the virus is spreading. The conversion of season tickets to value is a service subject to a processing fee of six euros.
Other refund conditions have not changed. You can apply for a refund at a service point in cases of reseller error, change of place of residence, work or study to a location outside the HSL area, death, hospitalization, strike or service disruptions.
We will later issue a refund to those over the age of 70 for the portion of their season ticket that extends beyond 18 March, purchased before 18 March. Season tickets purchased after 18 March will not be refunded. We will notify you later of when to apply for this refund.
You are currently not entitled to a refund for a season ticket on your HSL card or the HSL app if you have been instructed to work remotely because of coronavirus or if you are quarantined after arriving from abroad.
If municipal authorities order you to be quarantined, a refund can be obtained afterwards. In cases of quarantine or isolation, you need to show the decision issued by the doctor responsible for infectious diseases in the municipality or hospital district. A copy of the decision is enough. An SMS message from the Finnish Institute for Health and Welfare (THL)informing the recipient about a quarantine is not enough.
A season ticket on the HSL card will be refunded retrospectively if you have the abovementioned decision on quarantine issued by a doctor. The season ticket will be converted to value for the days given in the the decision on quarantine. In the case of an auto-renewing saver subscriptions, you will only receive a refund for the days you are in quarantine.
You can apply for a refund for a season ticket on the HSL app at HSL service points. You need to show the decision issued by the doctor responsible for infectious diseases in the municipality or hospital district. The refund is made to your bank account. Refunds can be obtained in the situations listed in the app’s terms and conditions of use.
As the terms and conditions of use of the HSL card and the HSL app are different, their refund conditions are also different. In the app, value is not used to purchase tickets.
The certificate issued by the doctor responsible for infectious diseases in the municipality or hospital district can also be scanned and sent to HSL at email@example.com together with the refund application.