Compensation for delay
You are eligible for compensation if you have been delayed by more than 20 minutes. You will receive a voucher or money deposited in your bank account.
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.
Öresundståg ticket – apply for compensation
If you were delayed when you bought an Öresundståg ticket, apply for compensation via the Öresundståg website.
Frequently asked questions
What you get in return will depend on how the trip was delayed.
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.
We do not replace any extra costs such as new train tickets or charges for missed appointments.
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.
You can reimbursed if you choose to drive your own car or you are being driven by someone else. We calculate compensation according to the Tax Agency´s standard for tax-free mileage. The highest compensation is SEK 1 200, regardless of how many passengers travel 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 refund:
- 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.
- To be eligible for delay compensation you must have allowed enough connection time to change between vehicles on your journey, normally five minutes.
To be eligible for delay compensation you must also not have received compensation for other transport where a delay is anticipated.
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 (e.g. taxi) 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. The maximum amount of compensation is SEK 1 200 per passenger travelling with taxi.
Sharing a taxi or other form of transport with other passengers would allow you to travel 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 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 72hours before the original departure time. You are not entitled to compensation in this case.
Application for delay compensation and expenses claims
To receive any delay compensation, you must file a claim to do with the trip and apply for delay compensation. This can be done verbally via Västtrafik's Customer Service by calling: +46 (0)771-41 43 00 or in writing by means of an application form, which you will find in our stores or by ordering one from Västtrafik's Customer Service. You may also apply for delay compensation digitally, by completing a form on our website or via other digital channels such as email.
You must apply for delay compensation no later than two months after the journey was - or should have been - completed. Two months is always a reasonable time. Västtrafik will accept later applications for delay compensation and expense claims if, in Västtrafik's opinion, it would seem reasonable due to your personal circumstances such as sickness or the like.
Nonetheless, Västtrafik will not accept applications for delay compensation and expense claims that are submitted more than three years after your journey was - or should have been - completed.
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, either in cash or in the form of a voucher. If you choose to be paid with a voucher, you will receive at least SEK 50 in compensation, even if the actual amount should have been lower.
If you are travelling using a Resplus ticket, responsibility for the different sections of your journey lies with different public transport authorities, which each have their own rules. There are therefore no common rules on delay compensation for Resplus. If a journey using Resplus is delayed, you must contact the public transport authority responsible for the delayed section.
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 mobility services, national mobility services, school transport, pre-booked medical transport or booked transport (chartered services). 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. Delay compensation does not apply if a group is travelling together and
not everybody is able to travel on the same departure.
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 maximum 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.