Delay compensation – terms and conditions and questions

Here you will find the answers to frequently asked questions about how delay compensation works and our terms and conditions of travel regarding compensation. 

Frequently asked questions

The amount of compensation you receive depends on the length of the delay to your journey. 

How much you can receive in compensation

It is your decision whether you should take a taxi or wait for the next departure. The maximum compensation payable for travel by taxi is SEK 1,150. If your journey costs more than this, you will have to pay the difference.

Top tip: Share a taxi!
Sharing a taxi with other passengers would allow you to travel a greater distance as the maximum amount is calculated per person. So two people can travel by taxi for a fare of up to SEK 2,300.

 

If your journey involves a change, you must have allowed yourself enough connection time in order for the delay compensation to apply. The normal connection time is five minutes, but it can be longer or shorter.

When you search for a journey in our travel planner on the website, in our apps or by calling our customer service number, you will only be offered journeys with the approved connection time.

You are eligible for compensation if you choose to drive your own vehicle or to accept a lift. We calculate your compensation according to the Swedish Tax Agency norms for tax-free mileage allowance. The maximum compensation is SEK 1,150 irrespective of how many people travel in the vehicle.

The reason why you need to provide your personal identity number is so that you can feel confident that your compensation will be paid to you and not end up with the wrong person.

It also means that you can have compensation deposited in your bank account more quickly and more securely, as we can use your personal identity number to make the deposit electronically instead of manually.

Västtrafik processes personal information in accordance with the Swedish Personal Data Act (PUL).

Swedish Personal Data Act

We do not pay compensation for consequential expenses such as for new train tickets, parking charges or a missed doctor’s appointment.

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.
  • Vintage trams or sightseeing buses.
  • If a group is travelling together and not everybody is able to travel on the same departure.

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 as follows:

50 per cent of the price of the journey if the delay is longer than 20 minutes,

75 per cent of the price of the journey if the delay is longer than 40 minutes

The full price of 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 alternative 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 1,150 per passenger.

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 2,300.

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. The maximum amount is SEK 1,150 per passenger, irrespective of how many people travel in the vehicle.

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

You must apply for delay compensation no later than two months after the journey was completed or should have been completed. Apply for delay compensation here or using a delay compensation application form. You can also order an application form from Customer Service by telephoning 0771-41 43 00 or through digital channels such as email.

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 tells you what 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.

Resplus tickets

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.

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. Delay compensation does not apply if a group is travelling together and not everybody is able to travel on the same departure.

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 SEK 1,150.

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.

Västtrafik’s full terms and conditions of purchase and travel