General travel conditions Mälartåg

Last update 18 November 2024

These general travel conditions apply to travel with Mälartåg. The conditions are translated from Swedish to English. In case of conflict, the Swedish version is always superior to the English version.

These general travel conditions apply to travel with Mälartåg from the issued date. For access to previous versions of the Travel terms and conditions, please contact Mälartåg customer service.

The terms of purchase for Mälartåg can be read here.

Introductory provisions
Tickets, ticket control and surcharge
Availability
Passenger responsibility
Liability in the event of traffic disruption and delay
Customer opinions and application for compensation
Regulations for travel by Mälartåg
Loss of the right to travel
Filming and photographing
Baggage and carry-on rules
Lost and found
Processing of personal data

1. Introductory provisions

1.1 Mälartåg is the publicly financed regional train service on five railway lines which Mälardalstrafik MÄLAB AB, organization number 556425-0610, address Centralplan 3, 111 20 Stockholm, (”Mälardalstrafik”), is responsible for (” Mälartåg”).

1.2 This document contains Mälardalstrafik's general travel conditions. The conditions may be updated over time and the latest version of Mälardalstrafik's general travel conditions is available at malartag.se/en (”Travel terms and conditions”).

1.3 Rights and obligations for passengers travelling by Mälartåg are mainly regulated by the law on Public Transport Travellers' Rights (2015: 953), Swedish Rail Carriage Act (2018:181) (the "Rail Carriage Act") and Regulation (EU) 2021/782 on the rights and obligations of train passengers(”The Rail Passenger Rights Regulation").

1.4 For every agreement on train travel with Mälartåg entered into between the passenger and Mälardalstrafik, Mälardalstrafik's agent and retailer, ("Transport Agreement"), these Travel terms and conditions apply unless otherwise agreed. The travel terms and conditions also apply when means of transport other than train is provided to carry out the agreed journey.

1.5 In the event that the applicable law or regulation prescribes more favourable conditions for the passenger, such condition will take precedence over what is stated in these Travel terms and conditions.

1.6 For safety reasons, children under the age of 7 may not travel alone on Mälartåg. Mälardalstrafik does not assume any special responsibility for unaccompanied children.

1.7 Mälardalstrafik is obliged to, against a set ticket price, transport passengers in accordance with Mälartåg's timetables (including notified changes to these timetables). The obligation of transportation applies to the extent that the passenger holds a valid ticket and space is available on the train, as well as with the restrictions noted in the timetables and which appear in the Travel terms and conditions.

2. Tickets, ticket control and surcharge

2.1 Passengers must have a valid ticket before boarding. Passenger cannot purchase tickets from on-board staff on Mälartåg. As long as the passenger remains on board the train or, if applicable, inside the barriers at a railway station, the passenger must be able to present a valid ticket at ticket control. The ticket must be kept for the entire journey.

2.2 When the passenger purchases their ticket, through a message at the railway station, or in some other way, receives information that the ticket must be validated in a ticket machine, in or outside the means of transport, the passenger is considered not to have a valid ticket if such validation has not taken place.

2.3 Passengers using a mobile device as a ticket holder are responsible for ensuring that the mobile device works (has a charged battery, is compatible with the web pages or apps required to display the ticket, etc.) throughout the journey. The ticket must be presented in the mobile device throughout the journey.

2.4 Mälardalstrafik reserves the right to limit the number of passengers on the train for safety reasons or when this is prescribed by law or regulation.

2.5 Seats cannot be pre-booked on Mälartåg, but are available subject to availability.

2.6 Which tickets are valid on board Mälartåg can be read from Mälardalstrafik's description of the range of tickets at malartag.se/tickets. Tickets can be purchased both as personal and impersonal.

2.7 A ticket issued to a particular named passenger is personal and valid only for that passenger. At the ticket check, passengers must be able to prove their identity by presenting a valid ID document. Valid ID documents are passports, Swedish ID documents, the Migration Agency's LMA card and national ID cards within the EU. Accompanying children do not need to show an ID document, except in cases where the child's age needs to be determined.

2.8 Passengers who travel on a discounted ticket must be able to present acceptable proof of their right to travel at a discounted price.

2.9 Students journeying on a discounted ticket must be able to certify their studies with a valid student ID with the SL symbol.

2.10 If entitled to travel or a discount cannot be proven, the passenger is considered not to have a valid ticket.

2.11 A ticket which has been tampered without authorization is invalid and must, if possible, be taken into possession by on-board staff. Travelling on a ticket which is forged or tampered with is punishable by law and may result in the ticket being revoked. The ticket is confiscated and the incident reported to the police.

2.12 Passengers who cannot present a valid ticket for the entire trip, or who cannot produce the required documents according to 2.7-2.9, must, unless there are excusable reasons, pay a surcharge pursuant to the Act (1977:67) on surcharges in public passenger transport.

The surcharge on Mälartåg amounts to SEK 1,500. Passengers may travel to the train's final destination with an issued surcharge as a ticket.

The passenger can dispute the imposition of a surcharge. The dispute will be made to Mälartåg customer service within ten (10) working days from the date on which the surcharge is issued. To contest the surcharge, the passenger needs to be able to provide the surcharge's control number.

3. Availability

Generally

3.1 Passengers with physical impairment or reduced mobility have the same rights as other passengers. Special services are provided to make travel accessible to as many people as possible.

Assistance

3.2 Passengers who are in need of assistance to and from the train, or when changing trains, have the right to this at the stations where the assistance service is offered. Assistance service is booked via Mälartåg customer service at least 24 hours prior to departure.

3.3 Want to know more about assistance at the station, passengers are referred to stationsledsagning.se.

3.4 It is permitted to be accompanied by an assistance dog.

Availability on board Mälartåg

3.5 For more information on wheelchairs and mobility scooters, see 10.5.

3.6 To read more about how the trains are accessibility adapted, passengers are referred to malartag.se/en/accessibility

4. Passenger responsibility

4.1 The passenger must supervise and be responsible for luggage, prams, bicycles, animals and the like, which is brought on board.

4.2 The passenger is responsible for damages and costs affecting Mälardalstrafik and/or other passengers caused by the passenger in question or the objects and animals they bring with them (e.g., luggage, pram, bicycle) by disturbing the order or endangering the safety of the operation of the train or otherwise causing damage to the train, on-board staff, other passengers or another their property. The passenger is also responsible for damages caused when objects and animals which the passenger brings with him are placed in such a way that they cannot keep them under supervision.

4.3 In cases where Mälardalstrafik becomes liable to pay compensation to another passenger or third party for damages caused by the passenger, or objects and animals brought by the passenger, the passenger must reimburse Mälardalstrafik for such costs.

4.4 Passengers are obliged to follow the regulations for travel by Mälartåg, see section 7.

5. Liability in the event of service disruption and delay

Generally

5.1 Compensation for delays is regulated dependant on how far the train travels from the station of departure to the end station, not how far the passenger travels on the train.

5.2 Mälardalstrafik's responsibility in the event of service disruption for trains which have a distance of less than 150 kilometres is regulated by the Law on Public Transport Travellers' Rights (2015: 953).

5.3 Mälardalstrafik's responsibility in the event of service disruption for trains which have a distance of more than 150 kilometres is regulated by Rail Passenger Rights Regulation

5.4 A journey consisting of several trains which have a distance of less than 150 kilometres, alternatively trains which have a distance of 150 kilometres or longer and trains which have a distance of less than 150 kilometres is a combined journey if a connected ticket has been issued for the journey. If the passenger has a combined trip, the compensation is calculated separately for each leg of the journey.

5.5 A connected ticket which is valid for several consecutive journeys by train that all have a distance longer than 150 kilometres is considered a Direct Ticket. For Direct tickets there is an extended right to rebooking and compensation in the event of delays as well as dealing with missed connections.

5.6 Journeys which include several of the transport companies participating in the Resplus collaboration and have been purchased in a single booking defined as Resplus tickets. In cases where Mälartåg is part of a Resplus journey, Resplus terms and conditions of travel apply in addition to Mälardalstrafik's own travel conditions, which include an extended Reach Your Destination Guarantee, see Resplus travel conditions at samtrafiken.se/services.

5.7 Compensation according to 5.13 and 5.18 can never amount to more than what the passenger paid for the ticket. Season ticket holders cannot, in total, during the validity period of the season ticket, receive more in price deductions than the price they have paid for the season ticket.

5.8 Passengers are is not entitled to a price reduction or compensation pursuant to 5.13 or 5.18 if the delay, the missed connection or the cancelled journey was directly caused by or was by its nature associated with:

1. Extraordinary circumstances which are not related to railway operations (such as extreme weather conditions, major natural disasters or major public health crises) consequences of which Mälardalstrafik could not have avoided or prevented, even if Mälardalstrafik had observed the care required by the circumstances.
2. Fault or negligence of the passenger (for example, if the passenger misses the departure, boards the wrong train, or does not get off at their station for a change of trains or final destination)
3. Third party behaviour (such as people on the track, cable theft, emergency on board, law enforcement activities, sabotage or terrorism) the consequences of which Mälardalstrafik could not have avoided or prevented, even if Mälardalstrafik had observed the care that the circumstances called for.

5.9 Compensation can’t be claimed for loss of value, non-material damage or consequential damage.

5.10 If there is suspicion of fraud, attempted fraud, or other criminal behaviour, the passenger may be required to submit additional documents. Fraud, attempted fraud, or other criminal behaviour may be reported to the police.

Trains with a distance of less than 150 kilometres

5.11 If there are reasonable grounds to assume that a journey will be delayed by more than 20 minutes (expected delay), the passenger is entitled to compensation for reasonable expenses of other transport to reach the journey's final destination upon provision of a receipt or other equivalent documentation. Maximum compensation is 1/40 of the price base amount pursuant to Chapter 2. Section 7 of the Social Insurance Code (2010:110) which refers to the year in which the trip would have ended. If the passenger has not paid for the journey, the cost the passenger would have incurred if they had paid for the journey is deducted.

5.12 Compensation according to 5.11 is not paid to representatives, with the exception of fellow passengers and/or family members.

5.13 If a journey is delayed by more than 20 minutes, passengers, if they have not requested compensation for other transport in the event of an anticipated delay according to 5.11, while retaining the right to travel by train, is entitled to a price reduction with:

- 50 percent of the ticket price* if delayed by 20-39 minutes,
- 75 percent of the ticket price* if delayed by 40-59 minutes, or
- 100 percent of the ticket price* if delayed by 60 minutes or more.

* For those travelling with a season ticket, the amount of compensation is a proportional part of the cost of the season ticket. Information on how the ticket price for Movingo tickets is calculated can read at malartag.se/en/customer-service/compensation-in-case-of-delay. If it is not clearly shown what price the passenger has paid for the trip, the price deduction is calculated based on the price for a single ticket. If the passenger, in such a case, has used a ticket which entails a discount in relation to a single ticket, the price deduction is reduced in proportion to the discount.

5.14 When compensation pursuant to 5.13 is to be paid in the form of a refund of all or part of the ticket price, the price deduction must be calculated for the journey in its entirety.

5.15 In addition to what is stated in 5.8, the passenger, when travelling by train of a distance of less than 150 kilometres, is not entitled to compensation if the service disruption was known to the passenger through information which had been published regarding cancelled departure or delayed departure times at least three days before the time of departure which is shown on the published timetable. However, this does not apply if the journey's time of arrival at the final destination is stated in the Transport Agreement.

Trains with a distance longer than 150 kilometres

5.16 If it can reasonably be expected, either at the time of departure or in the event of a missed connection or cancellation, that the arrival at the passenger's final station pursuant to the Transport Agreement will be delayed by 60 minutes or more (anticipated delay), the passenger is entitled to choose one of the following:

1. Refund corresponding to the entire price of the ticket**, according to the same conditions as at the time of purchase, for the part(s) of the journey which were not made and for the part(s) which were completed, if the journey became pointless with regard to the passenger's original travel plan, with a return journey to the original point of departure as soon as possible if this is relevant.
2. Continued journey or rebooking to the final destination as soon as possible and on comparable transport conditions.
3. Continued journey or rebooking to the final defined destination a later day which the passenger finds suitable and on comparable transport conditions.

If the available options for rebooking are not communicated to the passenger within 100 minutes of the planned departure time of the delayed or cancelled train journey or the missed connection, the passenger is entitled to compensation for travel on comparable terms (by rail or bus) to reach the journey's final destination upon presenting a receipt or other equivalent documentation.

5.17 If a delay amounts to 60 minutes or more, or if the connection is cancelled, the passenger is entitled to the following:

1. Meals and refreshments (non-alcoholic) if these are available on board the train or at the station or can reasonably be offered, which are appropriate in proportion to the waiting time, taking into account criteria such as the distance from the supplier, the time required for delivery and the cost.
2. Hotel rooms or other accommodation, as transport between the railway station and the place of accommodation, when a stay of one or more nights, or an additional stay becomes necessary, where and if this is physically possible.
3. Transport from the train to the railway station, to an alternative point of departure or to the final destination of the connection if the train has been stopped on the railroad track, where and if this is physically possible.

5.18 If a journey is delayed by 60 minutes or more, the passenger, if they have not requested a refund pursuant to 5.16a, while retaining the right to travel with the train, is entitled to compensation for the delay in the form of:

- 25 percent of the ticket price** if delayed by 60-119 minutes, or
- 50 percent of the ticket price** if delayed by 120 minutes or more.

**For those travelling with a season ticket, the amount of compensation is a proportional part of the cost of the season ticket. Information on how the ticket price for Movingo tickets is calculated can be read at malartag.se/en/customer-service/compensation-in-case-of-delay. If it is not clearly shown what price the passenger has paid for the trip, the price deduction is calculated based on the price for a single ticket. If the passenger, in such a case, has used a ticket which entails a discount in relation to a single ticket, the price deduction is reduced in proportion to the discount. For Direct tickets, the price of a ticket is calculated in relation to the total price which the passenger actually paid for the delayed journey.

5.19 Passenger is entitled to compensation for expenses due to the traffic disruptions which means delay from the passenger’s departure point or to their end station for the train journey with Mälartåg, as follows:

1. Expenses reasonably incurred for necessary telephone messages. Compensation is provided even if the passenger cancels their trip due to the delay.
2. Reasonable additional costs for food and drink (non-alcoholic) as well as reasonable extra expenditure for accommodation, and if necessary, for transport to the place of accommodation against submitted receipt if the passenger has missed the last train connecting for the day to the end station of the journey with Mälartåg due to the delay, unless the passenger is offered alternative travel on equivalent terms. If the passenger has been offered free food, drink, accommodation and transport to the place of accommodation according to 5.17, the passenger will not be reimbursed for the corresponding costs. Additional expenses for food, drink, accommodation and transport to the place of accommodation are not reimbursed if the passenger cancels their trip.

5.20 Reimbursement according to 5.16a and compensation according to 5.18 is paid to the passenger within 30 days from the day the request is received by Mälardalstrafik. The application for reimbursement is made according to section 6.

5.21 In addition to what is stated in 5.8, the passenger, when travelling by train with a distance longer than 150 kilometres, is not entitled to reimbursement if they have been informed of the delay prior to purchasing the ticket or if the arrival time has been delayed by less than 60 minutes by continued travel with another transport service or rebooking.

5.22 Passenger can request a certificate that a delay has taken place. To request a certificate, please contact Mälartåg customer service.

Resplus Reach Your Destination Guarantee

5.23 Resplus Reach Your Destination Guarantee applies to trips which include several operators and have been purchased in a single booking. Resplus travel terms and conditions applies in addition to the operator's own terms and conditions, see Travel terms and conditions for Resplus travel at samtrafiken.se/services

6. Customer opinions and application for reimbursement

6.1 Information on how customer feedback is submitted, see malartag.se/en/customer-service/

6.2 Application for reimbursement in case of delay for travel by Mälartåg is done on forms at malartag.se/en/customer-service/. The application can also be made by writing or calling Mälartåg customer service. When requesting reimbursement for additional costs, documentation and a receipt may be requested.

6.3 If there are no special circumstances, the application for reimbursement must be made within 60 days from the time of the delay.

6.4 Passengers who are not satisfied with how their request for compensation has been assessed, can request a review. A request for review must be made in writing and contain the reasons for the review case. The request for review must be submitted within three weeks of notification of the compensation case.

7. Regulations for travel by Mälartåg

7.1 Passenger is obliged to follow applicable laws (see in particular the provisions in the Railway Act (2004:519) and the Order Act (1993:1617)), constitutions as well as norms and regulations during their journey with Mälartåg.

7.2 Passenger must follow signage, announcements and the instructions of the on-board staff.

7.3 Passenger must show consideration for other passengers when travelling on Mälartåg.

7.4 Passenger must respect a quiet and hypoallergenic compartment.

7.5 Getting on and off may normally only take place at the station. Passenger must follow the instructions from the on-board staff if getting on and off must take place at a different location.

7.6 On board Mälartåg, it is not permitted to:

1. 1. Smoking or using cigarettes, e-cigarettes, cigars or the like.
  2. Drinking alcohol.
  3. Preparing or eating food risk being unpleasant for other passengers.
  4. Littering.
  5. Lie down in seating area, lie or sit on the floor or have your feet on the seat.
  6. Using radios, music players, mobile phones, musical instruments or the like in such a way that other passengers or on-board staff are disturbed, inconvenienced or that other passengers risk not hearing calls from on-board staff.
  7. Harass someone or otherwise behave offensively.
  8. Behaving in such a way that other passengers may become concerned that the situation may become dangerous or disturb the order in traffic.
  9. Open the doors or get on or off the train when the train is in motion.
  10. Prevent doors that are about to be closed or forced open.

8. Loss of the right to travel

8.1 Passenger who before or during their journey, i) by their behaviour endangers or may be feared to endanger the safety on board or the operation of the train, ii) is under the influence of alcohol or other intoxicants, iii) disrupts order or other passengers in a way that cannot be accepted, iv) does not comply with the instructions of the on board staff, v) does not follow section 7, Regulations for travel by Mälartåg, vi) does not have a valid ticket for the entire journey and refuses to pay the fixed surcharge according to 2.12 or vii) brings luggage, animals or the like which may not be brought according to section 10, has lost his right to travel on the train and may be refused getting on or off from the train at the request of on-board staff.

8.2 The person who has lost their right to travel by train according to 8.1 is not entitled to refund for the fee they have paid for the journey or, if the journey has begun, the difference between the fee for the journey and the fee for the distance they have travelled.

9. Filming and photographing

9.1 Filming and photographing for commercial purposes, sales, interviews, distribution of advertising or the like is not permitted on Mälartåg without special permission.

9.2 To apply for permission according to 9.1, please contact our traffic operators via malartag.se/en/press/

10. Baggage and carry-on rules

10.1 Passengers with a valid ticket may take luggage with them during their journey. Baggage refers to a bag or object, of reasonable size, which can be easily carried on and off the train by the passenger. Luggage must be stored under the seat, on the lap, on the luggage rack or in another designated place on the train, without causing inconvenience to other passengers. Luggage must not be placed in such a way that escape routes are blocked.

10.2 Heavier luggage or luggage which protrudes from the shelf may not be placed on the luggage rack.

10.3 Wheelchairs have priority over bicycles, larger luggage and prams in that order.

10.4 Luggage which may not be carried on are:

1. 1. Dangerous goods, such as explosive and flammable objects and liquids as well as toxic, infectious and corrosive substances.
  2. Firearms, unless the bolt or other vital part of the weapon is removed and stored separately from the weapon, which must be stored in a case.
  3. Other items which may cause inconvenience or discomfort to other passengers or that may cause damage.

Onboard staff are responsible for safety on board the train and have the mandate to refuse boarding or reject passengers for safety reasons if the luggage does not meet the requirements as stated above.

Wheelchair and seat scooter

10.5 Wheelchairs and seat scooters may be brought by the passenger provided that the dimensions of the wheelchair/scooter (length/width/weight) are within the dimensions specified below and that Mälardalstrafik's safety requirements are met. In the event that a wheelchair or seat scooter exceeds the specified dimensions or does not meet Mälardalstrafik's safety requirements, the passenger may, for safety reasons be refused boarding.

Maximum dimensions for wheelchair:

- - Length 125 cm
  - Width 75 cm
  - Weight 300 kg (including passenger)

Maximum dimensions for seat scooter:

- - Length 120 cm
  - Width 70 cm
  - Turning circle 260 cm (radius 130 cm)
  - Weight 300 kg (including passenger)

Wheelchairs/seat scooters must be placed in the designated wheelchair space for safety reasons.

Stroller

10.6 In subject to space, a pram may be brought along and must be placed in the designated place for strollers. The stroller must be locked with a brake. Where attachment devices for strollers are available, they must be used. Strollers must not be placed in such a way that other passengers or on-board staff are prevented from passing or that the escape route is blocked. At the request of the on-board staff, the stroller must be folded and stored in the designated place.

Animals

10.7 Passenger may only bring common pets, such as dogs, cats and rabbits. For example, passenger may not bring horses, pigs, sheep and the like.

10.8 Passenger may not bring animals which pose a danger or cause discomfort to other passengers or on-board staff.

10.9 Animals that the passenger brings must be leashed or kept in a bag or cage.

10.10 Passenger may bring a maximum of two (2) animals unless the animals are in a bag or cage.

10.11 Animals are not allowed to occupy a place marked with a prohibition sign (guide dog/assistance dog is exempt from the prohibition and may always be brought along).

Bikes

10.12 Subject to availability, one conventional bicycle (also applies to electric bicycle, electric scooter, electric scooter, kick bike or standing bicycle (e.g., Segway)) per passenger may be taken at no extra cost. Electric scooters with a maximum speed of more than 20 km/h or an engine power of more than 250 watts are classified as mopeds and may not be taken on board.

Subject to availability, one tricycle in the form of assistive devices may be taken per passenger at no extra cost. In the event that the tricycle exceeds stated dimensions, the passenger may, for safety reasons, be denied boarding.

Maximum dimensions for a tricycle:

- Length 180 cm
- Width 80 cm

10.13 Tandem bicycles, goods bicycles and bicycle carts may not be taken on board.

10.14 Bicycles are to be placed in a specially marked space and anchored with a special fastening device where such is available. If all bicycle spaces are occupied or if the bicycle cannot be placed without obstructing the escape route, passengers travelling by bicycle must wait until the next departure. The assessment of whether there is a place for the bicycle is made by on-board staff.

10.15 Electric scooter or smaller travel bike must be folded and stored in the luggage rack or on the floor under the seat, depending on space. Electric scooters or smaller travel bikes are not allowed to be placed on the hat shelf. It is not permitted to charge electric scooters or larger lithium batteries on board the train.

10.16 Passenger travelling with a bicycle is responsible for getting the bicycle on and off the train.

10.17 Due to space and safety reasons, it is not permitted to get off or on the train with a bicycle at Arlanda C.

Roller skates and skateboards etc.

10.18 Roller skates, inlines, skateboards, hoverboards or the like may be taken, but for safety reasons, not used on board the train.

11. Lost and found

11.1 Lost property which passengers can find on board Mälartåg must be handed over to on-board staff. No compensation is paid for lost property returned.

11.2 Information on the management of lost property can be found in malartag.se/en/customer-service/lost-and-found/.

12. Processing of personal data

12.1 When passengers travel by Mälartåg, Mälardalstrafik processes their personal data. During processing of personal data at malardalstrafik.se/en information is accessible on how Mälardalstrafik handles personal data and on the rights of data subjects in accordance with to the applicable data protection legislation.