Frequently asked questions

  • Rules for ticket sales at the ticket offices and online at tpilet.ee

                                                                                                                    17.04.2013

    These Rules are valid for the sale of bus tickets at the ticket offices of the bus stations part of the ticket sale system of T grupp AS and online at www.tpilet.ee

    1.        GENERAL PROVISIONS

    1.1.     A standard format hard-copy ticket purchased at the ticket office or online at www.tpilet.ee will serve as a document which gives the passenger the right to travel in a public transport vehicle.
    1.2.     The ticket will indicate, in a legible manner, the number of the ticket, ticket price along with value added tax, the amount of value added tax, the point of departure and destination of the journey or the journey area, the number and name of the line, the time, place and date of departure of the public transport vehicle, the name and address of the carrier.
    1.3.     Printouts of tickets are accepted on boarding buses of the following companies: Arilix OÜ, Bussipartner OÜ, Bussiproff OÜ, Ekspress Auto L OÜ, Forcen Grupp OÜ, GoBus AS, Hansabuss AS, Kalle Bussid OÜ, M.K.Reis-X OÜ, MK Autobuss AS, Mulgi Reisid AS, Presto OÜ, SEBE AS, Sirel Reisid OÜ, Taisto Express OÜ, Taisto Transport AS, Vahesaar OÜ.
    1.4.     A ticket purchased for a specific journey is valid only for the journey which it was sold for. The sale of tickets for Estonian internal bus lines begins 10 (ten) days prior to the departure of the bus and 15 (fifteen) days prior to departure for AS SEBE lines. The sale of tickets at ticket offices ends 5 (five) minutes prior to departure at the latest; the sale of online tickets ends 1 (one) hour prior to departure at the latest.
    1.5.      When a ticket is purchased upon boarding the bus at an intermediate stop, no seat availability shall be guaranteed by the coach operator. When boarding the bus after the initial stop indicated on the ticket, no seat availability shall be guaranteed by the coach operator.
    1.6.      If the bus ticket is lost, damaged or destroyed, the passenger loses the right to travel in the public transport vehicle.
    1.7.      A ticket which is lost, damaged or destroyed will not be replaced and the cost of the ticket will not be compensated for.
    1.8.      A passenger who purchases a ticket for a public transport vehicle and misses its departure loses the right to use the same ticket on any other public transport vehicle. The ticket will not be repurchased and the cost of the ticket will not be compensated for.
    1.9.      T grupp AS is not liable for the regular services or the level of customer service of the public transport carriers.

    2.        OBLIGATIONS OF THE PASSENGER

    2.1.     Upon obtaining a ticket, the passenger must immediately check the correctness of the information on the ticket and the accordance of the price of the ticket with the amount paid; any latter complaints will not be considered.
    2.2.     In case of tickets bought online the passenger must check, in addition to the information, the office hours of the ticket office (for the printing possibility) and whether the printed ticket is accepted on the vehicle in question.
    2.3.     The passenger is obligated to retain the ticket until the end of the journey and show it to the driver of the public transport vehicle, ticket inspector or an official who has inspection authority, at their first request; the ticket must not be given into the custody of the driver of the public transport vehicle.
    2.4.     The passenger is obligated to arrive at the bus station no later than 15 minutes prior to the departure of a bus (regardless of whether a ticket has been purchased in advance or not).

    3.         TICKET RETURN

    3.1.     In case of a cancelled journey the ticket will be repurchased and the money will be returned.
    3.2.     Tickets that have been bought from the ticket office/self-service and returnedto the ticket office prior to the scheduled departure will be repurchased and the money will be returned according to the following rules:
    3.2.1.  100% of the ticket price will be returned if the ticket is returned to the ticket office more than 24 (twenty four) hours prior to the departure.
    3.2.2.  60% of the ticket price will be returned if the ticket is returned to the ticket office less than 24 (twenty four) hours prior to the departure.
    3.3.     All processes regarding ticket returns and repurchase will take place during the office hours of the ticket office.
    3.4.     The repurchase at the ticket office ends 5 (five) minutes prior to the departure of the vehicle and latter returns will not be repurchased.
    3.5.     The return of tickets bought from the ticket office will be based on the original ticket at the ticket offices of the bus stations part of the ticket sale system of T grupp AS (Haapsalu, Jõhvi, Narva, Pärnu, Tartu, Tallinna, Rakvere, Sillamäe, Valga, Viljandi and Võru bus stations) according to the clauses nr 3.1 to 3.4 in the present rules.
    3.6.     Tickets purchased online will be returned via www.tpilet.ee or via premium rate information number 12550.
    3.7.     The cost of a ticket purchased online, of which the refund fee charge 1.00€ is deducted, will be compensated for provided that a corresponding application has been submitted via return-ticket form on www.tpilet.ee to T grupp AS at least 30 minutes prior to the departure. Latter applications will not be accepted.
    3.8.     The cost of the returned ticket will be refunded within 3 work days to the bank account of the person who paid for the ticket.
    3.9.     If the journey is cancelled due to bus malfunction or other reasons the bus company is responsible for, the ticket purchased for this journey will be valid for arriving to the destination point by the same company’s different vehicle.
    3.10.   Depending on rules laid down by the public transport carriers, a procedure of returning/changing tickets may apply which is different from these Rules. In such case, the rules established by the specific carrier apply.

  • What is the period for pre-purchasing tickets?

    Tickets can be bought at the ticket offices and online up to 10 days prior to departure. Tickets to the long-distance lines of AS SEBE can be bought up to 15 days prior to departure.
    Ticket sales at ticket offices are generally closed 5 minutes prior to departure.
    Sales online are closed 60 minutes prior to departure.

  • How and where are bus tickets repurchased?

    To return a ticket bought at the ticket office, please turn to a suitable ticket office at the bus station (see Contact).  Tickets purchased online are returned at http://www.tpilet.ee/en/return-ticket? or via the paid information line 12550.

    Returning a ticket bought at the bus station:

    • 100% of the price of the ticket will be refunded if the ticket is returned at least 24 hours prior to departure.
    • 60% of the price of the ticket will be refunded if the ticket is returned at least 5 minutes prior to departure.

    Returning a ticket bought online (at least 30 minutes prior to departure):

    • Regardless of the paid sum, the service charge for returning the ticket is 1.00€ per ticket. The money will be refunded within three business days.

    NB! The tickets cannot be changed!

  • What is the period for buying tickets at the ticket offices?

    Tickets are sold at the ticket offices until 5 minutes prior to departure. However, we recommend that all passengers arrive at the bus station (regardless of whether they already have a ticket) at least 15 minutes before departure.

  • Where do I send a question/suggestion/compliment/complaint relating to the services of the bus station?

    We expect your feedback at info@bussijaam.ee. We will respond within 3 business days at the latest.