Criticism
2016 fare card readers
HSL began installing new fare card readers on public transportation vehicles in 2016. The new reader's interface was considered more difficult to use than the previous one, so HSL was advised to redesign the interface. Most of the criticism focused on the difficulty of using the device's OK button.
At the end of 2016, Yle reported HSL's decision to retain the interface. HSL's project manager, Satu Rönnqvist, explained the decision: "The old fare card readers have had many of these error selections, which result in thousands of compensation claims to HSL each year. These are being attempted to be reduced with this OK button."
In March 2017, Yle reported that HSL was still considering a new fare card reader interface. HSL's customer and sales manager, Mari Flink, said that the company was conducting user tests regarding the ease of use of fare card readers. After these user tests, in the fall of 2017, HSL made the validation of season tickets faster.
The fare card readers have been replaced again in 2024, allowing contactless payments with Visa and Mastercard.
Selection of new CEO
HSL's first CEO, Suvi Rihtniemi, retired and on November 3, 2020, Mika Nykänen was selected as her successor. Nykänen will come from the position of director of the Geological Survey of Finland and has no previous experience in public transportation. HSL's board voted on the selection and in the election HKL's CEO Ville Lehmuskoski and Nykänen both received seven votes, and the selection was then decided by drawing lots.
The selection of a new CEO in 2020 became politicized a few days before the selection. Mika Nykänen, who was selected for the position, has a long history in the National Coalition Party, and his selection as director of the Geological Survey of Finland has been considered political. Other candidates for the CEO position included HKL's CEO Ville Lehmuskoski, OnniBus.com's founder Pekka Möttö, and other veterans of the public transportation industry.
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Requirement for a smartphone and a certain operating system
In the summer of 2021, HSL (Helsinki Regional Transport Authority) decided that starting in 2022, students would only be able to receive discounts on fares purchased through the HSL mobile app. Student status would be automatically verified through the Ministry of Education's Koski service. Students whose information is not found in the Koski service, such as students of folk high schools, would be able to receive discounts on physical fare cards. HSL's decision was appealed to the administrative court, as receiving the student discount would require owning a smartphone if the student's information is found in the Koski service. The appeal also argued that the smartphone and its operating system must be sufficiently new for the HSL app to function. The phone's operating system must be Android or iOS. The Helsinki Administrative Court overturned HSL's decision, stating that students are entitled to receive discounts on physical fare cards in addition to the app. The decision was justified by ensuring equality.
