Customer support
You can contact our customer support by phone or email:

• Call us 611 8000 (24h)
• Or send an email to [email protected]

How to buy a ticket for a travelcard?
To buy a ticket or to top up the cash at the point of sale, you must present your card or give your card number to the seller. The product to be purchased must then be named - e.g. 30-day ticket, etc. To buy a ticket and personalize your card on the Internet, please visit www.pilet.ee.

What happens if a person loses their card?
If your travel card is personalized, you can transfer tickets or money to a new card if you lose your card. When you personalize your new card, all the benefits and tickets associated with your person will automatically be transferred to the new card, so you can use public transport again without worries. If you lose your non-personalized transport card, you will not be able to transfer any tickets or money to the new card, nor will you be able to close the card. It is therefore advisable for public transport users to personalize their cards. To close the card, call 6118000.

Why do people need to start using transportation cards?
A travel card allows you to buy cheaper tickets. Full-fare products and cash can be used by other family members, while personalized discount products can only be used by the cardholder. The travel card gives the city the statistics it needs to make bus travel more comfortable and faster.

If a person has validated a transportation card, but later happens to stand too close to the validator with the card, will the validator issue a new ticket?
No, when you hold the card in front of the validator for several consecutive times, the transportation card will not be charged with the value of the double ticket, only the ticket information will be displayed. In order to purchase an additional ticket, the number of additional tickets must be validated separately on the validator screen.

What happens if an hourly ticket runs out while you are still using public transport?
If the time on the hourly ticket runs out during the validated journey on that vehicle, the user can end his journey on public transport with an existing ticket.

Is it possible to get back money loaded onto a transportation card?
There is no time limit on the use of the money on the card, allowing the card and the money on it to be used in a month or a year. If you wish to get the money back, you can do so by sending a digitally signed request to [email protected].

Is it possible to buy an additional ticket with a transport card?
You can buy up to five passengers' tickets at a time with a transport ticket. To do this, just select your trip, select the number of additional tickets using the arrows, and validate the additional ticket purchase. In case of a re-validation without selecting the number of additional passengers, the additional ticket will not be sold, but the information of the re-validated trip will be shown again.

In the case of a personalized transport card, is it possible to see where, when, and on which buses I traveled from the selectors?
The data from the validators will give a general overview of what time of day and how busy the routes are - allowing timetables to be adjusted and changes made if necessary.

Is it possible to load money and buy a season ticket at the same time?
Yes, it is possible to buy one or more periodic cards on the transport card and also load money during its validity. During validation, the system initially checks for the presence of a period card (e.g. a 30-day ticket), if it is missing, the system checks for the presence of money on the card and, if no money is available, the ticket should be purchased from the bus driver or you should exit the vehicle.

What to do if the selector does not respond to the travel card at all?
Firstly, you need to check the other validators on the vehicle to see if they can validate the ticket. If none of the validators in the public transport vehicle is responding, the passenger must be informed of the error by calling the toll-free hotline 611 8000.

What should a person do if the ticket validator says there is no right to travel, i.e. no money or no monthly travel pass and no cash, for example?
It is possible to buy a ticket for a journey using a mobile phone. It is also possible to load money onto a card with a mobile phone and then buy a ticket with the money loaded onto the card. It is always possible to buy a single ticket from the bus driver.

If I have free public transport but my ticket is not validated, will I be fined for traveling without a ticket?
Free travel entitlement is granted by a personalized Public Transport Card, which must be activated in the validator when entering public transportation. Failure to activate the free travel entitlement on the Public Transport Card entitles the passenger to a fine.