Compensation in case of delay
Our goal is that you shall have a comfortable and punctual trip, but sometimes we do not succeed fully. You can always put your trust in us that we will do our best to ensure that you arrive at your final destination. Should the delay be long-term, then you are entitled to compensation in the event of a delay.
When applying for compensation, we need to know your ticket number, which train route the compensation refers to and your contact information, including name, email, phone number, social security number and address. 24 hours after you have submitted your application for compensation in the event of a delay, you will receive an email confirmation.
When travelling on Mälartåg with a ticket from Sörmlandstrafiken, Östgötatrafiken, UL or VL you apply for delay compensation at their respective customer service.
The compensation for when the train is delayed is based on how far the train travels from the starting station to the terminus, not how far you as a passenger travel with the train.
General terms and conditions delay compensation
The official statistics include trains which are more than 5 minutes late. In order for you as a traveler to be entitled to compensation, the following applies:
- If the delay is expected to exceed more than 20 minutes you are entitled to compensation for trains that run a shorter distance than 150 km.
- If the delay exceeds more than 60 minutes, you are entitled to compensation for trains that run a longer distance than 150 km.
Journeys by trains that run a shorter distance than 150 km, is regulated by the Public Transport Passengers' Rights Act. For journeys by train traveling 150 km or more, Regulation (EC) No 1371/2007 on the rights and obligations of train passengers (the "Train Passenger Regulation") applies.
If you have a combined journey with a train where one train runs a distance that is shorter than 150 km and the other runs a distance that is farther than 150 km, the compensation is calculated separately on each part of the journey.
Read more about your rights in the event of a delay in our purchase and travel conditions.
This applies for travel by train that runs a shorter distance than 150 km
Delay compensation is regulated in the Public Transport Passengers' Rights Act.
If your journey is more than 20 minutes late, you are, if you do not request compensation for other transport in the event of a feared delay, entitled to a price reduction of:
50 percent of the price you paid for the trip, if the delay is more than 20 minutes.
75 percent of the price you paid for the trip, if the delay is more than 40 minutes.
The full price you paid for the trip, if the delay is more than 60 minutes.
See if your train runs a shorter distance than 150 km
See if your train runs a shorter distance than 150 km, per distance (Monday-Friday and Saturday-Sunday)
per train number
See if your train runs a shorter distance than 150 km, per train number (Monday- Friday and Saturday-Sunday)
This applies for travel by train running 150 km or farther
Delay compensation is regulated in accordance with the Train Passenger Ordinance.
The compensation amounts to 25% of the ticket price for a delay of 60–119 minutes.
The compensation amounts to 50% of the ticket price for a 120 minute delay or more.
If you are traveling with a train which runs 150 km or further and your train is at least 60 minutes delayed, you have the option to purchase buy food and get compensation from us. Save the receipt and attach it in connection with your application for compensation in the event of delay. We never reimburse costs for alcoholic beverages or tobacco.
Delay compensation if you have a Resplus ticket
Mälartåg is part of Resplus, which is a collaboration between all train operators, county traffic in all counties and domestic boat traffic. If you travel with Mälartåg as part of a ticket with Resplus, you get money back according to Samtrafiken's (Interconnections) travel conditions and ticket rules for Resplus.
Compensation when traveling with Movingo
We offer enhanced rights to you who have Movingo. Then, the following applies:
In the event of a 20-minute delay, we will reimburse 50 percent of the ticket price*
In the event of a 40-minute delay, we will reimburse 75 percent of the ticket price*
In case of 60 minutes delay, we will refund 100 percent of the ticket price*
* Movingo is valid for 30 days. To calculate the average price per trip, divide the price of the commuter card by 22. That amount will be the ticket price on which the compensation is based.