Frequently Asked Questions

How can I receive information by phone?

You can call the 12550 (calls from abroad + 372 6 800 900) paid helpline to receive information about tickets and timetables; the helpline is open every day from 8 am to 8 pm. You will be charged 0.30 € /minute, plus local call charges imposed by your telephone operator and connection fees based on your service package. (for example Telia: 0,3196 €/min, Tele2 0,30 €/min, Elisa 0,62 €/min. – according to 24.03.2016).

Questions related to contracts concluded with the consumers can be addressed to us via phone +372 681 3409 (regular rate) on working days from 9 am – 5 pm. Regarding concluded business client contracts, please contact us via 681 3405 on working days from 9 am – 5 pm.

Whom should I contact regarding technical issues?

www.tpilet.ee technical support by calling +372 681 3405 and by writing to probleem@tpilet.ee (on working days from 9 am – 5 pm).

Where to turn in the case of complaints?

To solve problems regarding bought tickets, please write to us via e-mail info@tpilet.ee or contact us during work days from 9 am – 5 pm via phone + 372 6813 409. It is also possible for the customers to turn to consumer disputes committee operating under Tarbijakaitseamet (National Consumer Protection). From 15.02.2016 it is also possible to submit the complaint via European Union consumer disputes online service center (http://ec.europa.eu/odr).

What does “Pre-sales tickets sold out“ mean?

This notice indicates that tickets which have been allocated for sales in Tpilet.ee website and bus terminal counters have been sold out. However, depending on a bus operator, some tickets might be available for purchase from the bus driver. Bus operators Arilix OÜ, Eesti Buss OÜ (i.e. Simple Express ja SEBE), Lux Express AS, Estonian Lines  OÜ ja Vahesaar OÜ have allocated all available seats for pre-sales. Consequently in their cases this notice also means that no tickets are available for purchase from the bus driver.

Seems complicated?

Watch a video on how to buy a ticket and give it a try – until the bank payment, it is all free.

Can I board a bus directly with a ticket purchased on my mobile?

On boarding a bus, a ticket has to be in hard copy (except for Arilix OÜ, Eesti Buss OÜ, Lux Express Estonia AS, Sarbuss AS, Taisto Liinid OÜ, Taisto Express OÜ and Estonian Lines OÜ,  who also accept bus tickets electronically. SMS is not considered a ticket!). When using an electronic ticket, the driver is entitled to refuse to allow the passenger to board the bus. The tickets that have been purchased on a mobile can be printed out using the ticket number in the self-service ticket offices at the bus stations in Tallinn and Tartu during their open hours. In standard ticket offices, this can be done during the open hours of such offices (in the following bus stations: Haapsalu, Jõhvi, Narva, Rakvere, Sillamäe, Valga, Võru, Viljandi and in Pärnu Cargobus salespoint) by giving your ticket number.

Passengers with tickets printed out by themselves are allowed to board buses of the following companies only: Arilix OÜ, Bussipartner OÜ, Bussiproff OÜ, Ekspress Auto L OÜ, Estonian Lines OÜ, Forcen Grupp OÜ, GoBus AS, Hansabuss AS, Hansa Bussiliinid AS, Kalle Bussid OÜ, Lux Express Estonia AS, M.K.Reis-X OÜ, MK Autobuss AS, Presto OÜ, Sarbuss AS, Sareta AS, OÜ Eesti Buss (SEBE), Sirel Reisid OÜ, Taisto Express OÜ, Taisto Liinid OÜ and Vahesaar OÜ.

Up until what point in time can I purchase a ticket at the ticket office?

Tickets can be sold in advance at the ticket office up until 5 minutes before the departure of the bus.

However, we advise all passengers to arrive at the bus station (regardless of whether a ticket has been purchased already or not) at least 15 minutes before the departure of the bus.

Can I book my ticket in advance?

The T-pilet (T-ticket) system does not offer booking options. Therefore, it would be advisable to purchase your ticket online to be sure that you will get a seat on the bus you desire.

Why are some routes supplied with price information (have buy button) and some are not?

At present, we have only supplied with prices for buses and buy button routes that depart from bus stations we serve, namely bus stops in Tallinn, Tartu, Võru, Rakvere, Narva, Jõhvi, Haapsalu, Pärnu, Valga, Viljandi and Sillamäe. We plan to add information on all the inter-city bus routes into our system during 2013.

How long in advance can I buy my tickets online?

Tickets can be purchased 10 to 30 days in advance (depends on the carrier).

Online sales will be closed 15-60 minutes before scheduled departure (depends on the carrier).

Why is the information about some bus routes missing from your system?

Our database currently includes information about bus routes that are linked to ticket sales offices serviced by T grupp AS. At present, there are eleven towns linked to our system: Tallinn, Tartu, Võru, Rakvere, Narva, Jõhvi, Haapsalu, Pärnu, Valga, Sillamäe and Viljandi. We will do everything possible to update our database during 2013 to include information about all the regional bus routes and end up with a full and comprehensive bus route database.

Information about the county routes of Harjumaa, departing from the Baltic Railway Station, is only available by calling +372 6 41 82 18.

How are the bus tickets redeemed?

Please refer to the most convenient bus station ticket office to return tickets purchased from the ticket office. The T-pilet system page Return ticket can be used to return tickets that were purchased online.

Why it is not possible to return tickets that were purchased with a smartphone?

Tickes which are purchased via electronic channels can be returned only via the same sales channel and same way as they were purchased. This means that if you have purchased a ticket from Tpilet mobile app or from the mobile version of Tpilet webshop then the ticket should be returned also via mobile app or mobile version of Tpilet webshop. In case you have purchased ticket by using the desktop version Tpilet.ee webshop, then the ticket can only be returned the same way. In order to return ticket in Tpilet mobile app or mobile version webshop please select menu item „Info“ from the menu button at upper left corner. Then select „Ticket refund“ from the same menu.

What are the rules for returning tickets?

To return a ticket purchased from a bus station:

  • 100% of the ticket price will be refunded on tickets that are returned at least 24 hours before the schedule departure, at the latest.
  • 60% of the ticket price will be refunded on tickets returned up to 5 minutes before the schedule departure, at the latest.

To return a ticket purchased online (up to 60 minutes before the scheduled departure of the bus):

  • Regardless of the value of your shopping basket, you will be charged €1 redemption fee per ticket. Money will be transferred back within three working days.
  • Depending on the rules established by the bus company a refund fee can apply. Please take a look on carrier rules.

NB! It is not possible to change bus tickets!

Can I pay for bus tickets by bankcard?

You can use your bankcard to pay for tickets purchased in the bus stations of Tallinn and Tartu. In other towns, bus tickets can only be paid for in cash in the ticket offices linked to the ticket vending system of  T grupp AS.

Which payment methods can be used?

  • Pay in Internet Bank by Bank Link – supported banks:

Nordea pank Swedbank SEB pank Krediidipank Danske pank LHV pank

  • Credit cards:

Mastercard Visa

Payment is processed by Nets Estonia AS secure E-Commerce Payment Gateway that uses the SSL, MasterCard SecureCode and Verified by Visa, ensuring that the exchanged information cannot be copied or altered by unauthorised persons. Tpilet has no access to credit card data.

  • Contractual customer’s credit.

In which bus stations can I print my ticket myself? Can I have my ticket printed in the ticket office?

You can print your ticket using the bar code or ticket number in the self-service ticket offices at the bus stations of Tallinn and Tartu during their opening hours. In standard ticket offices, this can be done during the opening hours of such offices (in the following bus stations: Haapsalu, Jõhvi, Narva, Rakvere, Sillamäe, Valga, Võru, Viljandi and in Pärnu Cargobus salespoint), by giving your ticket number.

Where I can board a bus using the printed tickets?

At present, tickets you have printed yourself at home are only accepted on the buses of 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, Sarbuss AS, SEBE AS, Sirel Reisid OÜ, Taisto Express OÜ, Taisto Transport AS and Vahesaar OÜ.

Why do I get “Your browser must allow JavaScript to buy a ticket” message on tpilet.ee?

All web browsers do support JavaScript; however, in some computers it may be banned for security reasons – quite probably you’ve done this yourself or this is required under IT-security policy of your office / school / library / public Internet point. You’ll find instructions for allowing JavaScript at http://enable-javascript.com, if this is not enough, contact your IT support person and ask him to consider adding www.tpilet.ee to the list of secure sites or help you to change the settings of your computer.

In tpilet.ee application, JavaScript will help you to complete the From and To fields and load the timetable with required level of detail.

What happens if I’ve made a mistake with my purchase transaction and want to have my transfer refunded?

For example, if the purchase transaction has taken longer than 12 minutes, regardless of a warning, and as the consequence a transfer has been made, but the client has not returned to the merchant to redeem his/her ticket, the client has the opportunity to return the wrong ticket either using the return form or e-mail address probleem@tpilet.ee. 1€ service fee will be withheld on the refunded amount.

Why is a service fee of 1€ imposed on zero tickets?

As it’s not possible to “sell” a ticket online and self service without a charge, real payment must take place in Internet bank. We’ve imposed a 1€ service charge to cover all the bank and other service charges, related to the transaction. Tickets that give you the right of free travel can be redeemed from all the bus stations, linked to Tpilet network, without a service charge.