Passenger FAQ

General questions

What should I do if my app doesn’t work correctly?

Please contact Tunnll’s support team on Twitter or Facebook or by phone, at any of the following numbers:

Sweden – Härnösand 

  • 08h00 – 17h00: 010 7220369
  • 17h00 – 07h00: 010 7220330

Can you guarantee a direct trip (no connections) when I travel with Tunnll?

No. Since Tunnll optimizes the schedule of existing transportation networks, transfers are still needed for some destinations. Tunnll tries to make sure, however, that the travel time to any destination in a small town is no more than 20 minutes including all transfers. Moreover, Tunnll plans all connections for you so you do not need to think which bus route to switch to. You will be notified when to change the bus. 

What if a bus I need to transfer to departs earlier?

Situations like that do not happen to Tunnll’s passengers. Your connection is guaranteed which means the bus you need to transfer to will be waiting for you and the other passengers.

How far do I need to walk to get to a bus stop?

Tunnll uses existing bus stops as well as dynamic meeting points to serve passengers. When you place an order it automatically chooses the bus stop closest to you. If the bus stop is more than 300 meters away, Tunnll arranges a dynamic meeting point closer to your location. There is no option to choose from alternative bus stops.

Can I book a specific seat on the bus with Tunnll app?

No. A] Tunnll bus is just the same as a regular bus – a seat is not guaranteed.

How much does a Tunnll ticket cost?

You will be able to receive all pricing information as well as different travelling options within the application, every time you submit and order.

Does Tunnll have any ticket control?

Yes. You can enter the bus through any door and once inside the bus, all you have to do is to confirm your boarding by scanning a QR code with the app. You will not be able to continue your journey without checking-in, because the app will not notify you about upcoming connections and/or when you should exit the bus. It’s easy, smooth and stays with you every step of the way!

Can I choose the best route?

No. When you request a ride, Tunnll confirms that it can take you from A to B in the most efficient way for everyone. You can accept the ride or decline it. There are no alternative rides/routes to choose from.

How can I choose the shortest trip in the app?

Tunnll always tries to provide you with the quickest/shortest trip. There is no option to choose from several different trips.

Is it possible that two buses arrive at the same stop at the same time? What will help in that situation?

Yes, it is possible for two different buses to arrive at the same meeting point. Each bus will have a number or a name (e.g. Bus 1 or Bus Venus) and the instructions in your app will include which bus to board. 

Can a parent have a seat right next to his/her baby stroller?   

At the moment, booking specific seats is not possible with Tunnll app. Therefore, having a seat next to the baby stroller is not guaranteed.

Can I pay the bus driver in cash?

No. Your payment is processed when you place your order via Tunnll app. The default payment method is the credit card linked to your account.

Can I pay after ordering a trip with Tunnll?

No, we charge your account immediately after you confirm your order via Tunnll app. This means that if you fail to show up on time to be picked up by the bus, you will not be eligible for a refund.

Do you charge my card each time I make an order?

No, we charge your internal Tunnll account. If your Tunnll account does not hold sufficient funds, we automatically charge your card with a minimal amount to top up your Tunnll account.

Can I book a trip in advance?

No. At the moment, you can only book your next, immediate trip. We are, however, working on including this feature in a future release. Please subscribe to our newsletter or follow us on social media to be notified every time we release an update.

What are the rules for cancellation and refunds?

You cannot cancel your trip or get a refund if you miss the bus. If your Tunnll bus does not arrive at the meeting point, please contact Tunnll’s customer service at any of the following numbers, so that we can help resolving your issue:

Sweden – Härnösand 

  • 08h00 – 17h00: 010 7220369
  • 17h00 – 07h00: 010 7220330

Does Tunnll have discounts for tickets and special offers?

Yes. Please visit and follow any of our social media accounts for updates on special offers and promotions.

Does Tunnll provide service in all town areas during late and night hours?

Tunnll serves the entire town area during service hours. The hours might be different for each municipality in which Tunnll operates.

Do Tunnll passengers have the opportunity to change the order details?

At the moment it is not possible to change the order details.

Do Tunnll passengers have the opportunity to book a place for baby prams?

Tunnll buses are equipped with a place for baby prams just like regular buses. However it is not possible to book specific places on a Tunnll bus.

How can a passenger choose a store to go shopping with the Tunnll app?

A passenger can enter a name and/or address of the store in the Tunnll app to find the requested store.

Can the passenger book a round trip with the Tunnll app?

No. Tunnll allows the passenger to book a one-way trip only. Round trips are possible only in the case of ShopTrips. If you’d like to know more about Tunnll ShopTrips please visit tunnll.com/shoptrips or follow us on Twitter and Facebook.

Tunnll on Social Media:

Facebook: Tunnll United Kingdom
Facebook: Tunnll Sverige
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Twitter: Tunnll United Kingdom
Twtiter: Tunnll Sverige
Twitter: Tunnll

YouTube: Tunnll