Travel information & general help
Every day, 06:00–23:30
PEOPLE, NOT JUST PLATFORMSA little help.
A little help.
A better journey.
A question, a suggestion, or something left behind. We’re here to help you find your way.
For immediate assistance on the network, use a station help point or speak to a member of our team.
LET’S SORT IT OUTWhat can we
What can we
help you with?
Tell us what happened and we’ll help you prepare an enquiry. This form creates a copy you can email or download; it doesn’t send a message automatically.
Left something behind?
- Note the line, direction, time, and where you were sitting.
- Describe the item, including any distinctive details. Don’t include payment card numbers or passwords.
- Prepare a lost property enquiry, or call 04 800 242, Monday–Saturday, 09:00–17:00.
Items reach the collection office at Sena / Central Exchange within two working days. We hold ordinary items for 30 days. Bring photo ID and your reference to collect. Food and unsafe items cannot be stored.
READY FOR THE NEXT STEP
Your enquiry is ready.
We’ve prepared your details below. No message has been sent. Open your email app to send it to our team, or download a copy to keep.
YOUR REFERENCE
Open in email ROOM FOR EVERYONE
Travel your way.
All 15 stations have a step-free route. Every metro and tram has level boarding, and our ferry pontoons have adjustable ramps. At very low water, a crew member will help with the ramp.
Check access changes before travellingWheelchairs & mobility aids
Each metro and tram has two priority wheelchair spaces; each ferry has four. Mobility aids up to 80 cm wide and 130 cm long, with a combined person-and-aid weight of 300 kg, fit our boarding ramps. Call 04 800 241 if you need help checking a larger aid.
Sight, hearing & sensory needs
Stops have tactile platform edges and high-contrast signs. Onboard announcements are spoken and displayed. Induction loops are available at staffed ticket counters. Ask any member of staff for a quieter place to wait. Assistance animals travel free.
Help before and during your journey
You don’t need to book assistance. For a planned meeting with a station host, call 04 800 241 between 06:00 and 23:30, ideally two hours before travelling. Every platform has a help point connected to our operations room throughout service hours.
Bicycles, pushchairs & luggage
Pushchairs and ordinary luggage travel free at all times. Bicycles travel free on ferries when space permits and on metro services outside weekday peaks, 07:00–10:00 and 16:00–19:00. Only folded bicycles are allowed on trams. Wheelchair spaces always have priority.
OUR HEADQUARTERS
Transit House
12 Quay Road, Sali / East Harbour
Velora, VE 104
Aven Archipelago
Reception: Monday–Friday, 09:00–17:00.
For tickets, visit Sena / Central Exchange.
PRIVACY & YOUR DATA
Your details stay yours.
This site has no tracking cookies, analytics, or third-party services. The enquiry form and fare calculator work on your device. Form data is held only in the open page; it isn’t uploaded or saved by this website.
If you choose to email us, our service team uses your details only to handle your enquiry. Correspondence is retained for 90 days after resolution. To request a copy or deletion, write to privacy@transit.velora.example.