Resplus ticket – apply for compensation

Resplus tickets combine journeys on the services of several different transport companies. If you have a Resplus ticket, the transport companies guarantee that you the passenger will reach your destination, whoever caused the service disruption.

Apply compensation for delay for a Resplus ticket.

 

Öresundståg ticket – apply for compensation

If you were delayed when you bought an Öresundståg ticket, apply for compensation via the Öresundståg website. 

Apply for delay compensation for an Öresundståg journey.

Frequently asked questions

What you get in return will depend on how the trip was delayed.

How much can you get in compensation

You may not get compensation if you are travelling with:

  • Transportation service, equal service, school bus, preordered Medicare or ordered travel.
  • Museum trams or tour buses.
  • For groups traveling together does not come with the same resignation.

Our delay compensation does not compensate for consequential costs such as e.g. new train tickets, missed doctor visits or lost earnings.

Reason why you need to enter your social security number, you should feel confident that the compensation comes to you and does not end up with the wrong person.

It also means that you can get faster and more secure compensation credited to your bank account because we are using your social security number can make the deposit electronically instead of manually.

Västtrafik processes personal data under the personal data Act.

The personal data Act

You can receive benefits if you decide to drive your own car or to be brought. We count up according to the tax agency's standard for tax free mileage (18,50kr/mile).
The maximum compensation is SEK 1200 regardless of how many people are travelling in the car.

If you have a trip where you need to change line you must have a sufficient margin to be able to apply for compensation regarding a trip where you have been delayed. The margin for changing is normally five minutes, but can be both shorter and longer.

If you are unsure if the change margin is approved, you can search for your trip on our travel planer on the homepage, in our phone applications or ask us by calling our customer service. Through these channels you will only get information about travels with an approved time for change between lines.

You decide if you should take a taxi or wait for the next departure. Maximum reimbursement for taxi is 1 200 SEK. About the journey cost more, you pay the rest yourself.

Tips, share taxi!
By sharing a taxi with one or several travellers can you travel a longer distance. For example two people can then take a taxi up to SEK 2 400.

Terms and conditions

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.

Your claim for compensation for the delay should be made within a reasonable period of time (within two months) after the journey.  Västtrafik will accept later applications for compensation for delay and expense claims, however will not consider any application received after a period of three years has elapsed.

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.

Resplus tickets

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

Öresundståg tickets

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. 

Replacement services

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.

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