Milja

You can use the Milja self-service channel to order transport in Helsinki, Espoo, Kauniainen, Vantaa and Sipoo or in other municipalities specified in the client information.

You can book the trips that you are entitled to through the Milja self-service channel. You can also view day activity trips, but you cannot book or cancel them through the self-service channel. For more information on your right to travel, please contact your mobility support social instructor. It is not possible to book express trips through Milja.

Book your transport by pick-up time or arrival time. The earliest possible pick-up time for trips ordered through the self-service channel is always one hour from the current time. Trips booked according to arrival time must be booked at least two hours before the desired arrival time. Please plan your pick-up time so that you arrive at your destination on time.

If you need transport earlier than the self-service channel allows, you can order a trip by phone, SMS, chat or email from Helsinki Transport Service. It is possible to book transport in advance until the end of the coming month.

Preferably use the pre-arranged pick-up and stop locations marked by the Helsinki Transport Service. The pre-arranged pick-up and stop locations have been determined to ensure that it is safe and legal to stop there. These are places where the client and the driver can easily meet. 

You will recognise the marked locations when you search for an address and an option will appear next to the address, for example ‘Kampin kauppakeskus Fredrikinkatu 63, MATKAPALVELUN PYSÄHDYSPAIKKA’ (Kamppi Shopping Centre Fredrikinkatu 63, TRANSPORT SERVICE STOP).

Your order may be rejected if the address you have chosen is not suitable as a stopping location.

For large public events, such as music festivals or markets, the Helsinki Transport Service will agree on a suitable designated stop with the event organiser, which you can find by searching for the name of the event. Helsinki Transport Service actively updates and edits the pick-up and stop locations.

We recommend entering additional information for the driver in your transport order to make your journey smoother. Examples of such further information include: ‘Pickup at the main door. Access the courtyard via Kankurinkuja.’ 

The driver's job is to help the client only with matters directly related to the transport, such as getting in and out of the car.

If you are entitled to have someone accompany you, you choose the service for your journey, and if you want the driver to collect you from inside and bring you back inside, it is advisable to provide additional trip information. 

The driver will need the exact details of the assistance needed (e.g. door code, door is open, buzzer, floor, contact details). If the additional information is incomplete or non-existent, providing you with assistance will become more difficult.

When the client information indicates that the driver is not allowed to leave the client unattended, additional information concerning accompanying the client and the recipient's contact details are mandatory. If the additional information is incomplete or non-existent, the transport will be declined. 

The client cannot change or delete the information that the passenger must not be left alone (Ei voi jättää yksin entry).

When you book a trip through the Milja self-service channel, you can bring one accompanying person and one companion. 

If you are travelling with more passengers, order your transport by phone via SMS, chat or email from the Helsinki Transport Service.

You can find other booking methods on the How to book or cancel a journey page

The client may have the necessary assistive devices and other items, such as a shopping bag, suitcase or pushchair. When placing your order, please select from the selection boxes all the assistive devices that will be included in your trip, so that we can take them into account during transport. If the correct choice is not available on the order page, please contact your mobility support social instructor to update your client information. 

Information about accompanying guide or assistance dogs and pets must be included in the additional information of the order.

You can order a stair climber transport through the Milja self-service channel if you have been granted a client decision regarding the use of a stair climber. Additional information on the order must include contact details, door code or buzzer, number of stairs and whether the climber is needed at the pick-up or destination address, or both.

It is not possible to accept a booking if the additional information about the trip is incomplete.

You can place an order for a stair climber through the Milja self-service channel for the next day at the earliest. This will allow us to make sure that you receive the assistance you need. You will see the final arrival time for the stair climber order you have placed when its status is ‘Order confirmed’.

It is not possible to place stairlift orders via the Milja self-service channel.

You can cancel your order in the self-service channel at least one hour before the pick-up time.

A saved order cannot be edited via the self-service channel. If the pick-up time or arrival time of your order is more than one hour or more than two hours away, respectively, and you want to make a change to your trip via the self-service channel, you must cancel the incorrect order and make a new one with the correct information.

When the pick-up time is less than an hour away or if the journey has already been forwarded to the car, changes to the journey can only be made via the Helsinki Transport Service.

A cancelled order cannot be reactivated as a valid order.

You can follow the progress of your order in the self-service channel under Upcoming trips. Once all the information has been entered correctly, the status of the transport will be changed to Confirmed on the day of the trip at the latest. The client must monitor the progress of the order themselves. If the order has not been confirmed 30 minutes ahead of the pick-up time, please contact the Helsinki Transport Service.

Upcoming and past transports are listed on their own pages.

Step by step description of the ordering process:

• Order received: The order has been sent. The transport has not yet been confirmed by the Helsinki Transport Service.
• Order confirmed: The order has been checked and confirmed.
• Vehicle en route: The car is on its way to the pick-up location.
• Vehicle arrived: The car is waiting at the pick-up location.
• Vehicle en route: The client is on board and the transport is headed to the destination.
• Transport complete: Transport completed and finished.
• Order cancelled: The order was cancelled or the client did not arrive at the car.

The Helsinki Transport Service may reject an order if it does not comply with the rules of the transport service or cannot be carried out. The Helsinki Transport Service will not notify the client separately of a rejected order. 

The rejected order will be moved to the Past orders tab and its status changed to Order cancelled. 

You can see the reason for the cancellation when you open the details of the cancelled order. The client is responsible for monitoring the status of their orders.

When you access the Milja self-service channel through your browser, you can access the My information tab by clicking on the icon next to your name. There you can view your own transport information, such as entries concerning assistive devices, car requirements and the right to travel. If you apply for a change and a change is made to your information, e.g. a change concerning an assistive device, you will need to sign in again for the change to take effect in Milja.

Under Right to travel, you can check the number of trips remaining for each right to travel.

In the addresses section of the My information tab, you can save your favourite addresses, which will make your future ordering experience smoother.

The above functions are not available in the Milja mobile app.

Through the My information tab, you can submit a change request to update your phone number or email address.

You can use the self-service channels in Finnish, Swedish and English. The choice of language is determined by the client information. If you want to change the language, please contact your own mobility support social instructor in the transport service.

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