Quality promise

Transport services offered

The City of Turku serves as the competent regional permit authority for public transport in the Turku region (Turku, Kaarina, Raisio, Lieto, Naantali, Paimio and Rusko). In addition to this, the City of Turku organises open-to-all bus services within the Turku City Region in accordance with the client-provider model.

This quality promise concerns contractual traffic within the Turku City Region (Föli), which is planned and procured by the Turku regional public transport office. The actual transport services are provided by contractual transport operators. Transport beyond the city region is based on transitional transport contracts and contracts selected by the ELY Centre through competitive bidding. For these contracts, the quality promise is provided by the respective transport companies.

Communications about service changes and cancellations

The bus timetables for the Turku region can be found on the Turku Region Public Transport website www.foli.fi and print timetable booklets, which are available at Föli service points. Stop-specific timetables are listed on the Föli website and the various timetable services. Notifications on services, changes and extraordinary circumstances are provided on the website of the Turku Region Public Transport at foli.fi.

Tickets and prices

Among other options, the ticket selection of Turku Region Public Transport includes tickets that can be loaded onto the Föli travel card (value card, season ticket, Tupla card), single tickets and daily tickets. The bus drivers sell single tickets and one-day travel tickets. On the buses, the accepted form of payment is contactless payment. Travel cards can be topped up through Föli service and loading points, ticket machines, the Föli application and the online loading service.

Single and daily tickets can be purchased through the Föli application. The accepted payment methods in the application are debit and credit card, Pivo, Mobilepay and phone bill through a mobile phone operator.

Information on Turku Region Public Transport’s tickets and prices is available on our website at www.foli.fi and in printed timetable booklets, service points and buses.

Seutu+ is a season ticket maintained by the ELY Centre for Southwest Finland. You can use it to pay for journeys on the following lines: Pargas, Aura, and Mynämäki-Nousiainen-Masku. Seutu+ tickets are valid both on basic journeys and on extended and transfer journeys within the Föli area. You can purchase Seutu+ tickets on the Seutu+ mobile app or at service points.

Information systems

Turku Region Public Transport is connected to a real-time information system. Information is distributed in real time to bus stops, mobile services and the www.foli.fi website. Details on the whereabouts of individual buses are available in real time, and the data is used to provide the journey planner, stop-specific timetables and the map-based bus positioning service.

Vehicles and accounting for the needs of different population groups

Almost all buses operated by Turku Region Public Transport are low-floor buses. All of these buses provide the option to transport pushchairs and feature designated seats for visually impaired people and those with reduced mobility. Due to the extraordinary circumstances, some bus lines within Lieto and Naantali are operated using small high-floor buses which do not provide space for pushchairs or separate seating for visually impaired or handicapped persons. The drivers will assist visually impaired and handicapped persons where possible.

Bus stops

The stops have been marked with the yellow traffic sign for local traffic. Sheltered bus stops provide information on timetables, routes and prices.

Measuring customer satisfaction

We measure customer satisfaction three times a year. Based on the results, we work with the transport operators to find ways to improve customer satisfaction.

Complaint processing, payment returns, contract termination and damages

Incorrect value ticket charges can be refunded onto the travel card or compensated in cash at Monitori Market Square (Aurakatu 8, Turku). Any requests for clarification concerning the travel card must be made within two (2) months of the occurrence at Monitori Market Square or other Föli service points.

Separate compensation instructions are always issued for the disruption of bus services caused by force majeure situations, such as natural disasters or a strike concerning bus traffic or work stopping. Traffic disruptions, such as a scheduled bus not driving its route or only driving part of it, or a bus arriving early or late, do not entitle you to seek compensation.

Passengers who have purchased a season ticket must prepare for minor deviations in schedules when using public transport services. However, the customer has the right to receive compensation when the error threshold is exceeded. For example, in the event of a strike, days left unused on a season ticket can be credited by adding more days to the season ticket. The maximum number of days added is the number of unused days. In the event of a strike, for instance, the exceeding of the error threshold will be assessed based on whether the passenger has had the opportunity to use replacement traffic and whether the lines and routes the customer normally uses were significantly affected. The customer’s right to compensation is always assessed on a case-by-case basis and taking into consideration the aforementioned factors. 

Compensation liability: 

In force majeure situations (strikes or unforeseeable disturbances in traffic that Föli could not reasonably prevent) Föli does not generally compensate the customer for any damages or additional costs (e.g., using a taxi). However, the compensation liability can be reconsidered on a case-by-case basis if Föli is unable to prove that the traffic disruption has been outside its scope of influence and has not provided sufficient information about the disruption. Read more: The terms and conditions of travel (Opens in a new tab)

You can submit customer feedback through the City of Turku feedback service (Opens in a new tab)or by mailing the feedback to Föli (City of Turku, Regional Public Transport, PO Box 355, 20101 Turku). Responses to feedback will primarily be sent through the customer’s desired channel within 14 days of receiving the feedback.

 

FÖLI – TURKU REGION PUBLIC TRANSPORT
Jari Paasikivi
Director of Public Transport