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Mälartåg terms of purchase and travel

These general purchase and travel conditions apply to purchases and travel with Mälartåg from 12 December 2021 until further notice. These conditions are translated from Swedish to English. In case of conflict, the Swedish version is always superior to the English version.

Table of Contents

  1. Mälartåg's general purchase and travel conditions
  2. Valid ticket
     2.1 Ticket range
    2.1.1 Personal and impersonal tickets
    2.1.2 Mälartåg single ticket
    2.1.3 Resplus and Förköpt Enkel
    2.1.4 Movingo season ticket 30, 90 and 365 days
    2.1.5 County tickets
  3. Traveller categories and discounts
  4. When you buy a ticket in the app and on the web
    4.1 Mälartåg.se and Mälartåg app
    4.2 Payments
  5. Refunds, exchanges and rebooking
    5.1 Rebooking
    5.2 Refund
  6. Ticket control and surcharge
  7. Availability
    7.1 Escort at station
    7.2 Accessibility on board the Mälartåg
  8. Compensation in the event of traffic disruption and delay
    8.1 Trains with trip length shorter than 150 km
    8.2 Trains with trip length longer than 150 km
    8.3 How to apply for compensation
    8.4 For those travelling with a Resplus ticket
  9. General rules for travelling by Mälartåg
  10. Losing the right to travel
  11. Consideration for fellow travellers
  12. Boarding and disembarking
  13. Filming and photography
  14. Luggage and carry-on rules
    14.1 Luggage that may not be carried
    14.2 Wheelchair and sit-scooter
    14.3 Pram
    14.4 Animals
    14.5 Cycle
    14.6 Roller skates and skateboards etc.
    14.7 Passenger's responsibility for the carried luggage
  15. Lost property
  16. Personal data management

1 Mälartåg's general purchase and travel conditions

Your rights and obligations as a passenger when travelling by Mälartåg are mainly regulated by the Public Transport Passengers' Rights Act (2015:953) (the “Public Transport Act”), the Railway Traffic Act (2018:181) (the “Railway Traffic Act”) and Regulation (EC) no. 1371/2007 on the rights and obligations of train passengers ("Train Passenger Regulation").

Mälardalstrafik MÄLAB AB (Mälardalstrafik) decides which specific conditions apply to Mälartåg. Mälardalstrafik has the right to change the terms without prior notice. You as a traveller can always find the current conditions on Mälartåg's website.

These general purchase and travel conditions apply to purchases and travel with Mälartåg from 12 December 2021 until further notice.
These conditions are translated from Swedish to English. In case of conflict, the Swedish version is always superior to the English version.

2 Valid ticket

You must have a valid ticket before boarding. You cannot buy a ticket for your trip on board.

You as a traveller are responsible for having a valid ticket during the entire trip and must be able to show it to onboard staff and at ticket control.

If you use your mobile device as a ticket carrier you are responsible for ensuring that your mobile device has battery and works and that the current app is installed. App tickets must be available for onboard staff and ticket inspectors throughout the trip.

2.1 Ticket range

2.1.1 Personal and impersonal tickets.

Tickets are both personal and impersonal. A personal ticket is only valid for the named traveller.

2.1.2 Mälartåg single ticket

This is an impersonal ticket that is valid for a specific departure and route with Mälartåg. If the departure is cancelled or replaced by bus, the ticket also applies to the next departure by Mälartåg, or designated replacement transport.

2.1.3 Resplus and Förköpt Enkel

Through the national ticket cooperation Resplus, you can buy a single ticket with Mälartåg when you travel in combination with another operator. If you only travel by Mälartåg, the ticket is a Förköpt Enkel. Both these types of tickets are personal.

2.1.4 Movingo season ticket 30, 90 and 365 days

Movingo applies to Mälartåg's regional train traffic and SJ's train departures with Movingo validity, Trosabussen, Tåg i Bergslagen within Västmanlands-, Örebro- and Östergötlands län and in all local traffic if operated by SL, Sörmlandstrafiken, UL, VL, Länstrafiken Örebroiken and Örebroiken.

With Movingo ticket you can travel an unlimited number of trips during the number of days the ticket is valid. The ticket is valid from midnight on the first day of validity until 04.30 the night after the last day of the ticket’s validity. The ticket is impersonal, and can therefore be shared between different people, however, the ticket may only be used by one person at a time. The ticket can be purchased no earlier than 15 days before the first date of validity.

Movingo always applies the travel conditions of each carrier, with the exception of the conditions that apply to the purchase of a ticket.

2.1.5 County tickets

Parts of the local public transport ticket range are valid for travel by Mälartåg. You can see which tickets are valid for travel with Mälartåg below. You can read about the conditions of the county tickets on the website of the respective county public transport company/authority.

Valid county tickets on Mälartåg:

  • Sörmlandstrafiken: Period or school ticket, 30 days.
  • Östgötatrafiken: Period ticket 365 and 30 days, according to Östgötatrafiken's zone rules. You need to be able to show the ticket in your app or travel card together with a receipt.
  • Västmanlands Länstrafik: VL's commuter card and county card are valid for travel on Mälartåg in Västmanland. When travelling by train, the travel card must be shown on the platform before boarding. At a check-in, you also need to have a ticket from the vending machine.
  • UL: UL's ticket range and conditions apply to travels with Mälartåg in Region Uppsala.

3 Traveller categories and discounts

You pay the full price from the day you turn 20, provided you do not have the right to travel at a discounted price.

Two children up to 7 years, travel free of charge in the company of a traveller with a valid ticket. If you have more children with you under the age of 7, the additional children travel at a discounted price for young people. For safety reasons, children under the age of 7 are not allowed to travel alone. Exceptions apply within Region Uppsala, where UL's rules of entry apply to those travelling with a UL ticket.

Young people and students travel at a discounted price.

Young people are those aged between 7 and 19, or who turn 20 during the ticket’s validity period.

You are a student if you are studying for at least 75% of the time. You must be able to verify your study status with an ID and hold a valid student ID with the SL symbol.

4 When you buy a ticket in the app and on the web

4.1 Malartag.se and Mälartåg app

If you are over 18 years old, you can buy single tickets on Malartag.se. If you are under 18, you can buy tickets on Malartag.se with your parent’s permission.

In the Mälartåg app, Mälartåg single tickets are sold as an app ticket for mobile devices. The app can be downloaded from the App Store (iOS) or Google Play (Android) by searching for "Mälartåg app".

4.2 Payments

You can pay with Swish or credit card. The payment service is provided via Nordea.

5 Refunds, exchanges and rebooking

The rules below apply to Mälartåg Single Tickets. Terms for Movingo can be found at movingo.se. Terms for each county ticket can be found on the website of the respective county’s public transport company/authority.

5.1 Rebooking

The passenger can rebook his/her ticket for another departure. The rebooking can be made at least one hour before the departure time of the ticket and only for the same route and passenger category as the original ticket. Contact Mälartåg Customer Service for rebooking.

5.2 Refund

As a general rule, the Mälartåg single ticket cannot be refunded.

If you are acutely ill and are unable to complete your trip, you can get your ticket refunded upon presentation of a medical certificate. The same applies in the event of death or near death of a relative.

Contact Mälartåg Customer Service to get your ticket refund. To get your ticket refund, you must be able to present a purchase receipt. All refunds must be made before the ticket's departure time.

Movingo tickets can be refunded, see conditions for refunding a Movingo ticket at Malartag.se/movingo.

6 Ticket control and surcharge

At check-in, you as a traveller must be able to present a valid ticket. Travelling on a counterfeit or tampered ticket is a criminal offence under the law and may result in the ticket being confiscated, the ticket being seized and the incident being reported to the police.

If you, as a traveller, cannot present a valid ticket at the time of inspection, or cannot present the required ID documents to travel at a discounted fare, you will be charged a surcharge, in accordance with the Act (1977:67) on surcharges in public passenger transport. The supplementary charge on Mälartåg is SEK 1500. You may travel on the surcharge to the train's terminus.

As a passenger, you can dispute the imposition of the supplementary charge to Mälartåg Customer Service. The dispute must be raised within ten (10) days of the date on which the supplementary charge is issued. In order to dispute your surcharge, you need to be able to provide the surcharge control number.

7 Availability

7.1 Escort at station

If you need an escort, you are entitled to this service at escort stations. If you need escort at the station, please contact Mälartåg Customer Service and we will help you with it. Remember that you must book an escort at least 24 hours before departure. See contact information for Mälartåg Customer Service opening hours on Malartag.se.

To read more about escorting at the station, please refer to stationsledsagning.se.

7.2 Accessibility on board the Mälartåg

A description of how the trains are adapted for accessibility can be found on Malartag.se.

8 Compensation in the event of traffic disruption and delay

Traffic disruptions refer to delays, cancelled departures or other unforeseen events and deviations in traffic. If a traffic disruption occurs, you may be entitled to compensation.

Delay compensation is regulated depending on how far the train travels from the starting station to the terminus, not how far you, as a passenger, travel with the train. If you have a combined journey with trains that have a distance of less than 150 km and more than 150 km, the compensation is calculated separately for each part.

  1. Compensation for train journeys for trains that travel a distance shorter than 150 km is regulated by the Public Transport Act.
  2. Compensation for train journeys for trains that travel a distance longer than 150 km is regulated by the Train Passenger Ordinance.

If you miss the train’s departure, get on the wrong train, do not get off at your change station or terminus due to error or negligence on your part, no compensation will be paid.

Compensation cannot be claimed for loss of value, non-pecuniary damage or consequential damage.

Compensation can also not be claimed if the delay or cancellation is due to circumstances beyond Mälartåg's control, such as extraordinary weather or natural events, public restrictions, strikes and bans, strikes and lockouts, etc.

8.1 Trains with trip length shorter than 150 km

Delay compensation is regulated in accordance with the Public Transport Act.

If a trip is more than 20 minutes late, the traveller, if he or she does not request compensation for other transport in the event of a feared delay, is entitled to a price reduction of

  • 50 percent of the price the traveller has paid for the trip, if the delay is more than 20 minutes.
  • 75 percent of the price the traveller has paid for the trip, if the delay is more than 40 minutes.
  • the full price paid by the traveller for the trip, if the delay is more than 60 minutes.

If the train is feared to be delayed by at least 20 minutes, you are entitled to compensation for other reasonable transport to reach the final destination of the journey on presentation of a receipt or other equivalent documentation. The most compensation for other reasonable transport is 1/40th of the base price amount according to Ch. Section 7 of the Social Insurance Code, which applies for the year in which the trip would have ended.

A pre-purchased ticket is not required to receive compensation, compensation can be paid in the event that you have specially arranged to travel with a certain departure. Mälardalstrafik settles the ticket cost for the ticket if the traveller has not paid for the trip.

In the event of a traffic disruption, a refund of the ticket cost is also paid if you choose not to complete the trip.

If Mälardalstrafik delays arrival times or cancels departures due to planned disruptions in traffic, and publishes information about this at least three days in advance, compensation will be paid based on the new arrival time. However, this does not apply if the arrival time of the journey to the final destination is shown on your ticket.

8.2 Trains with trip length longer than 150 km

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 delay of 120 minute or more.

If the delay is estimated to be longer than 60 minutes, you are entitled to assistance:

  • Meals and refreshments, if these are available on board the train or at the station or can reasonably be obtained, which are in reasonable proportion to the waiting time.
  • Hotel rooms or other accommodation, as well as transport between the railway station and the accommodation, when a stay of one or more nights, or an additional stay becomes necessary, where and if this is physically possible.
  • 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 left standing on the line, where and if this is physically possible.

If it is reasonably probable that the arrival at the final destination according to the ticket will be delayed by more than 60 minutes, the traveller shall be offered to choose one of the following:

  • Reimbursement of the full cost of the ticket, under the same conditions as at the time of purchase, for the part or parts of the trip that have not been completed and for the part or parts completed, if the trip has become pointless in terms of the traveller's original travel plan, with a return journey to the first place of departure as soon as possible if this is relevant.
  • continuation or re-routing to the final destination as soon as possible and under equivalent transport conditions.
  • continuation or re-routing to the final destination on a later day as the traveller deems appropriate and under equivalent transport conditions.

There is no obligation to offer alternative transport in the form of a taxi or other transport operator.

You can request a review if you are not satisfied with how we have assessed your request for compensation. A request for review must be made in writing and contain reasons for the review request. The review request must be received within three weeks of decision in the compensation case.

8.3 How to apply for compensation

Application for compensation for Mälartåg single ticket and Movingo ticket is made on a form that can be found on Malartag.se/kundservice/ersattning-vid-forsening. You can also write to us. If you request compensation for additional costs, we can ask for supporting documentation and original receipts.

Application for compensation must be made within 60 days of the date of delay.

A request for compensation must include:

  • Name, social security number and address.
  • Information about the delayed trip.
  • Explanations of why you believe you are entitled to compensation.
  • Ticket number or booking number.

8.4 For those travelling with a Resplus ticket

Resplus applies to travel that includes several transport companies and is purchased in a coherent booking. Resplus travel conditions apply in addition to the transport company's own, which includes an extended arrival guarantee, see Travel conditions for Resplus travel at samtrafiken.se.

9 General rules for travelling by Mälartåg

Passengers travelling by Mälartåg are obliged to comply with all applicable laws (see in particular the provisions of the Railways Act (2004: 519) and the Ordinance (1993: 1617)), statutes and norms and regulations that are applicable from time to time.

The same applies to the instructions and instructions of the traffic officer / on-board staff. If you do not follow the instructions or instructions of the traffic officer / on-board staff, you risk being evicted from the train, losing the right to travel and a refund for the ticket.

10 Losing the right to travel

A person who is under the influence of alcohol or other intoxicants, a person who carries property listed in section 14.1, or a person who behaves in such a way that it can be suspected that the person will disturb the order or otherwise jeopardize safety on board, may be denied boarding or evicted from the train.

11 Consideration for fellow travellers

As a passenger, you should show consideration for other passengers when travelling on Mälartåg. Passengers must comply with Mälartåg's current rules in force at all times. On board Mälartåg you may not:

  • Smoke or use cigarettes (also applies to e-cigarettes).
  • Drink alcohol.
  • Cook, or eat food that is likely to be unpleasant for other passengers.
  • Litter.
  • Lie down in seats, lie or sit on the floor or have your feet up on the seat.
  • Use a radio, music player, mobile phone, musical instrument or similar device in such a way as to disturb or inconvenience a passenger or staff or to prevent other passengers from hearing announcements made by the crew.
  • Disobey any person or otherwise behave in a disruptive manner.
  • Behave in such a way that anyone might be concerned that what you are doing might be dangerous or disturb the order of traffic.

Quiet or allergy-friendly sections of the train should be respected.

12 Boarding and disembarking

Boarding and disembarking is normally only allowed at the station. If boarding and disembarking must take place at another location, the instructions of the train host must be followed. When the train is in motion, do not get on or off the train or open the doors. Doors that are about to be closed must not be obstructed or opened by force.

13 Filming and photography

Filming or photography for commercial purposes, sales, interviews, advertising or similar is not permitted on Mälartåg without special permission from Mälardalstrafik.

14 Luggage and carry-on rules

Luggage refers to bags or objects of reasonable size that can be easily carried on and off the train by the passenger. Luggage must be stored under the seat, on the lap, on a luggage rack or in another place designated on the train, without inconveniencing other passengers. Luggage must not be placed in such a way as to block escape routes.

For safety reasons, heavier luggage, or luggage that protrudes from the shelf, must not be placed on the luggage rack.

14.1 Luggage that may not be carried

  • Dangerous goods, such as explosive and flammable objects and liquids, as well as toxic, infectious and corrosive substances.
  • Firearms, unless the breechblock or other vital part is removed and stored separately from the weapon.
  • Other objects which may cause discomfort or inconvenience to other passengers or which may cause injury.
  • Animals, except as specified in section 14.4.

The traffic officer / On-board staff is responsible for safety on board the train and has the right to refuse boarding or reject a passenger for safety reasons if the luggage does not meet the above requirements.

14.2 Wheelchair and sit-scooter

Wheelchairs and sit-scooters may be brought by the traveller provided that the dimensions of the wheelchair / sit-scooter (length / width / weight) and Mälardalstrafik's safety requirements are met.

In the event that the wheelchair or sit-scooter exceeds the specified dimensions or does not meet Mälardalstrafik's safety requirements, the passenger may, for safety reasons, be denied boarding.

Maximum dimensions for wheelchairs:

  • Length 125 cm
  • Width 75 cm
  • Weight 300 kg (incl. Traveller)

Maximum dimensions for sit-scooters:

  • Length 120 cm
  • Width 70 cm
  • Turning circle 260 cm (radius 130 cm)
  • Weight 300 kg (incl. Traveller)

Wheelchairs / sit-scooters must be placed in the specified wheelchair space for safety reasons. You can book a wheelchair space around the clock via Mälartåg's customer service.

14.3 Pram

If there is space, a pram may be brought and must be placed in the specified place for the pram. The pram must be locked with a brake, where there is a fastening device for a pram, it must be used.

Prams must not be placed in such a way that another passenger or traffic officer / on-board staff is prevented from passing or that the escape route is blocked. At the request of the traffic officer / on-board staff, the pram must be folded up and stored in the intended place.

14.4 Animals

You may only bring regular pets, such as dogs, cats and rabbits. You are not allowed to bring, for example, horses, pigs or sheep. You must not bring animals that could pose a danger or create discomfort to fellow passengers or staff. The animals you bring must be tied up or stored in a bag or cage.

You may bring a maximum of two animals unless the animals are in a bag or cage.

Animals may not stay in a place marked with a prohibition sign (guide dog / assistance dog is exempt from prohibition and may always be brought).

14.5 Cycle

Subject to availability, one (1) conventional bicycle (including electric bicycle, electric scooter, electric scooter, kick bike or stand-up bicycle (e.g. Segway)) per passenger may be brought.

Tandem bicycles, goods bicycles, three-wheeled adult bicycles and bicycle carts may not be brought on board.

Bicycles must be placed in a specially marked space and anchored with a special fastening device where available. If the bicycle spaces are occupied or if it becomes crowded so that an escape route is obstructed, then you, who is travelling bicycle, must wait until the next departure. It is always up to the on-board staff to decide whether it is too crowded to take your bicycle.

Electric scooter or smaller travel bike should be folded up and stored in the luggage rack or on the floor under your seat, subject to space. Electric scooter or smaller travel bike must not be placed on the hat shelf above your place.

You are responsible for getting your bike on and off the train. You do not need to book a seat and you do not pay extra for your bike.

Due to space and safety reasons, it is not permitted to disembark or embark with a bicycle at Arlanda C.

14.6 Roller skates and skateboards etc.

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

14.7 Passenger's responsibility for the carried luggage

You are responsible for your own luggage. The passenger is responsible for any damage to or theft of luggage, as well as for any damage caused by the luggage to the train, to the staff on board, to another passenger or to the property of another passenger.

If Mälardalstrafik is liable to pay compensation to another passenger or a so-called third party for damage caused by something you have brought with you, you must pay the compensation.

15 Lost property

On Malartag.se you can find information on what to do if you lose something on board the train.

Items found on board the train should be handed in to the on-board staff. You will not be reimbursed for lost property that you hand in.

16 Personal data management

We process your personal data in a number of different situations, such as when you buy a ticket and travel with us. See the Personal Data Handling section, https://www.malartag.se/villkor-och-foreskrifter/hantering-av-personuppgifter/, for information on how we handle personal data.