Vy announces new ticketing enforcement policy to improve customer experience in Norway

Vy, the Norwegian railway company, has announced a shift in its ticketing enforcement policy, acknowledging that its previous strict practices could lead to unintended negative consequences for customers. Erik Røhne, a senior executive at Vy, commented on the need for change, stating that the company’s approach was overly rigid.

Previously, passengers were strictly required to either possess a valid ticket or face penalties. Under the new policy, Vy ticket inspectors will have the discretion to consider obvious oversights, such as an incorrect ticket purchase, as well as cases where customers may have forgotten to buy a ticket but can demonstrate a consistent purchasing history.

This change aligns Vy more closely with Ruter, which operates public transport in Oslo and its surrounding areas. Røhne noted that Ruter has set a precedent for a more customer-oriented approach, and Vy aims to follow suit.

The new measures are set to be implemented in the coming weeks. Despite introducing this flexibility, Røhne emphasized that Vy will maintain strict enforcement due to challenges with fare evasion on their trains. “We want to be fair,” he stated, highlighting the need for balance in implementing these new guidelines.