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. Maximum compensation is SEK 1,500 per passenger.
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 1,500 irrespective of how many people travel in the car.
For right to compensation with alternative transport (such as taxi) you need to present original receipt and the maximum compensation is SEK 1,500 per passenger. If original receipt is missing the expense must be verified in another way. Contact Västtrafik's Customer Service for further help.
Sharing a taxi or other form of transport with other passengers can allow you to receive compensation for a greater distance since the maximum amount is per person, for example two people could travel by taxi for a fare of SEK 3,000. In the case that one person has payed the entire expense and only one receipt is available, the names and addresses 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.
If you apply for compensation for travel by taxi or your own car, you are not entitled to any more compensation for the delay.
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, at our customer centre at Nils Ericson Terminalen or ordered from Västtrafik’s Customer Service, or alternatively to verbally apply by calling Västtrafik’s Customer Service Line on 0771-41 43 00.
You can apply for Delay compensation only if you within reasonable time after the journey ended, or, if the trip never was carried out would have ended, left Västtrafik a message wishing to make a delay claim. A message submitted within two months after the journey ended, or would have ended, will always be considered submitted within reasonable time.
Payment of delay compensation
The compensation is paid individually to each person, in the form of a voucher code or cash. If you choose to be paid with a voucher code 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.
Supplementation of documentation
Västtrafik is entitled to obtain more documentation and to further investigate your claim for compensation. This may mean, for example, that you need to submit documentation showing that you have actually travelled the route for which you are claiming compensation.
Passengers who claim compensation unusually often may be required to provide additional documentation from the date Västtrafik notifies the passenger that this will happen. This may include, for example, photographs showing that you have travelled to the departure station, photographs of the meter reading or other documentation showing that you have made preparations for the journey with Västtrafik.
Västtrafik reserves the right to review its decisions and to amend or revoke a previous decision should new circumstances arise or if it transpires that incorrect information has been provided.
If there is a suspicion of fraud, attempted fraud or other criminal behaviour, Västtrafik will report this to the police.
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 1,500.
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 30 days after Västtrafik informed you of its decision on compensation with regard to your application for delay compensation.
