Frequently asked questions and answers about transport services
The transport services can be used by individuals who have received a positive transport service decision based on the Social Welfare Act or the Disability Services Act.
Book the service at least 60 minutes before the desired pick-up time by phone, app, email, or text message. Return journeys must also be booked 60 minutes before the desired pick-up time.
You will receive a booking confirmation for your transport via text message, email, or in the app. The booking confirmation includes the estimated pickup time, duration of the transport, the driver's name, and the beginning of the vehicle's registration number.
Yes, during a one-way journey, you can make a stop of up to 10 minutes if it is along the route.
Show the driver a photo ID (disability card, passport, or other proof of identity containing a picture, name, and year of birth). You will always pay the deductible for your service. The deductible portion of the trip is billed afterwards at the end of each month.
Yes, one escort or assistant can travel for free.
If you do not cancel the transport service booking at least 60 minutes before the pickup time, one trip will be deducted from you.
Rides are combined when it is sensible in terms of travel time and costs.
Yes, if you have the right to travel alone. You can apply for this through Disability Services or Senior Info, depending on the type of service you are entitled to.
Yes, in special cases, journeys made elsewhere in Finland can be reimbursed upon receipt.
Feedback can be given via the app or by text message after a journey. For the contact information please see the Passenger transport services page.
Disruptions are primarily reported on the website. You can also contact customer services by phone at 029 151 2000 on weekdays from 8 am to 4 pm.
If the service is used contrary to guidelines, the costs incurred can be reclaimed, and the use of the service will be actively monitored.
No, you cannot. Journeys granted with a transport service decision cannot be used for travel to healthcare-related appointments, such as trips to a health center, hospital, or rehabilitation. These are covered by Kela.
You can check the number of trips used and remaining through the intermediary operator's app or by contacting KSMYK customer service.
Yes. You can book a journey so that you arrive at your destination no later than at the desired time. In this case, your pickup time can be moved forward by 10 minutes.
You have access to two uncombined trips per month. They are arranged as quickly as possible, within 60 minutes of the booking.
No, you cannot, unless you have been issued a decision on the use of a fixed taxi. An exception is the return transport, which you can book during your outbound journey from your driver. The driver will place the return journey booking on your behalf to the dispatch center. The return journey can begin 60 minutes from the driver's call. The return transport will depart from the same address where you were dropped off. The return journey must take place within 12 hours of the outbound journey.
If you book the return journey yourself from the dispatch center, the booking will be directed through the system to a free car. It may not necessarily be the same driver who drove you to your destination.
No, they cannot. A customer of the transport service cannot choose their driver themselves unless they have been issued a separate decision on the use of a fixed taxi. Without this decision, transport is always booked through the dispatch center.
Yes. If a customer wants to always use the same driver, they need a separate fixed taxi decision for this.
If your transport does not arrive at the stated time, contact customer services. They will investigate the situation and book a new vehicle if necessary.
If you have a justified reason, such as a medical emergency, you can cancel the trip less than 60 minutes before departure without the trip being deducted from your available trips.
You can apply for exemption from the Western Uusimaa Wellbeing Services County. If the exemption is granted, you need not pay a deductible, and this will be entered into your customer profile.
Yes. The driver's duties include assisting the customer in getting into and out of the car, transferring assistive devices, and fastening the customer’s seatbelt.
Yes. Up to two unused one-way trips will automatically transfer to the next month.
Submit the compensation application along with the receipt and explanation via email or mail. The form can be found on the luvn.fi website with the search term "receipt reimbursement”.