The right to delay compensation applies to all journeys using Västtrafik’s tickets, with some exceptions.
If your journey is delayed, you are entitled to a price reduction:
- 50 per cent of the fare for the journey if the delay is longer than 20 minutes,
- 75 per cent of the fare for the journey if the delay is longer than 40 minutes
- The full fare for the journey if the delay is 60 minutes or longer.
The right to compensation for delay assumes a sufficient margin to change vehicles during the journey, the connection time will normally be five minutes but can be both shorter and longer. When you search for a journey with normal connection times in our travel planner on our website or in our app, you will only be offered journeys with an approved connection time. To be eligible for delay compensation you must also not have received compensation for alternative transport when a delay is anticipated. Our delay compensation does not compensate for consequential costs such as e.g. new train tickets, missed doctor visits or lost earnings.
Compensation for alternative transport where a delay is anticipated
If there are reasonable grounds to assume that your journey will be more than 20 minutes late, you are entitled to compensation for the reasonable costs of alternative transport , such as a taxi or private vehicle to your final destination for your planned journey using a Västtrafik ticket. If there are no taxis available, you can travel using a private vehicle. Maximum compensation is SEK 1,200 per passenger. An original receipt must be presented for travel by taxi.
Sharing a taxi or other form of transport with other passengers can allow you to receive compensation for a greater distance. The maximum amount is per person, so two people could travel by taxi for a fare of SEK 2,400.
If you apply for compensation for travel by taxi or your own car, you are not entitled to any more compensation for the delay.
If you travel using a private vehicle, you will receive compensation according to the Swedish Tax Agency norms for tax-free mileage allowance plus compensation for any congestion charges or parking fees. The maximum sum is SEK 1,200 irrespective of how many people travel in the car.
Long-term service disruption
A journey is not classed as delayed if Västtrafik announces a timetable change at least 72 hours before the original departure time. You are not entitled to delay compensation in this case.
Application for delay compensation and expenses claims
If you want to receive compensation for a delay, you will need to file a claim regarding the journey and apply for compensation for the delay. You can do this digitally using a form on our website or via other digital channels. It is possible to apply in writing for compensation for a delay via an application form that is available on our website, in our ticket offices or ordered from Västtrafik’s Kundservice, or alternatively to verbally apply by calling Västtrafik’s Customer Service Line on 0771-41 43 00.
If several of you have travelled together by taxi or private vehicle, the names, addresses and personal identity numbers of all the passengers must be provided on the application form. The application form also indicates what other information you need to submit with your application as evidence of your expenses.
Payment of delay compensation
The compensation is paid individually to each person, in the form of a promotional code, voucher or cash. If you choose to be paid with a promotional code or voucher, you will receive at least SEK 50 in compensation, even if the actual amount should have been lower.
With a Resplus ticket, you are assured of reaching the final destination for your journey. When you purchase a Resplus ticket, which combines several different public transport carriers, the carriers jointly guarantee that you as a passenger will arrive at the final destination of your journey, irrespective of which carrier was the cause of a traffic delay. This is referred to as the Resplus Arrival Guarantee. For assistance, contact the transport company at the stage of the route where you become aware that a traffic delay has arisen.
An application for compensation for a delayed Resplus journey is made via a form available at www.samtrafiken.se
Information about delay compensation for journeys using Öresundståg tickets can be found at www.oresundstag.se.
When does the right to delay compensation not apply?
You are not entitled to delay compensation if you are travelling by transportation service, national transportation service, school transport, pre-booked hospital trip or booked transport (chartered service). You are also not entitled to delay compensation if you are travelling on vintage trams or sightseeing buses, where the primary aim is not transport and separate tickets are required.
In the event of major service disruption, replacement services are usually provided. If you anticipate that you will be delayed by at least 20 minutes, you can choose transport other than the replacement service and receive delay compensation of a maximum of SEK 1,200.
Request for review
If you are not satisfied with a decision made on delay compensation, you can request a review of the decision. A review request must be made in writing and state the reasons why the decision should be reviewed. Your review request must be submitted to Västtrafik no later than three weeks after Västtrafik informed you of its decision on compensation with regard to your application for delay compensation.