Vy acknowledges need for customer-friendly ticketing approach in Norway

Vy, the Norwegian transport company, has acknowledged that its previous ticketing practices have been overly strict, leading to unintended consequences for customers. Erik Røhne, Vy’s executive director, highlighted the need for a more customer-friendly approach moving forward.

In the past, Vy maintained a binary system where passengers were either in possession of a valid ticket or not. However, in a shift towards greater flexibility, Vy inspectors will now have the discretion to address obvious ticketing errors. Additionally, they will exercise judgment in situations where a passenger has forgotten to purchase a ticket but can provide a solid history of ticket purchases.

This change brings Vy more in line with Ruter, the public transport authority in Oslo and its surrounding areas. Røhne noted that Ruter has been more proactive in enhancing customer service in this regard.

The updated practices are expected to be implemented in the coming weeks. Nevertheless, Røhne emphasized that Vy will maintain a rigorous stance against fare evasion, as the incidence of ticketless travel on their trains remains high. “We aim to be fair,” he stated, underlining the balance they seek to strike between enforcement and customer consideration.