How to claim compensation - journeys to and/or within Sweden

To claim compensation you need to fill in a form that is available at our Customer Service Centres, ticket agents and on our website. In some cases, you can fill in the form directly on our website using Mina sidor.

Skånetrafiken must receive your filled-in form within 30 days of the delay:

The Travel Guarantee form

Full information on the General Terms & Conditions of travel and travel guarantees can be found in a separate brochure. Please contact one of our Customer Service Centres for more information.

Journeys to Denmark

If you have bought your ticket in Denmark you need to contact DSB to use their travel guarantee:

www.dsboresund.dk

Compensation

Your compensation is based on the journey´s regular price for an adult single fare ticket, but will always be a minimum of SEK 50 regardless of which type of ticket you travelled with.
The Travel Guarantee means you can claim compensation if your journey with us is delayed or cancelled. However, we do not compensate additional costs such as airline tickets, missed appointments, lost income, parking fees, etc.

• You need to fill in the Travel Guarantee form to claim compensation.
  
• You must also enclose the original copy of your valid ticket.

If delayed 30-59 minutes

• If you experience delays to your final destination, by a minimum of 30 minutes but less than 60 minutes, you are entitled to compensation according to one of the following:
  
  
• Fifty per cent of the total ticket price, but not less than SEK 50, in the form of a voucher.
  
  
• The total ticket price is equivalent to the regular price of an adult single fare ticket, regardless of which type of ticket you travelled with.
  
  
• Taxi: If you choose to travel by taxi we will compensate you for the taxi fare.
  - The maximum amount for receiving compensation in cash is SEK 600.
  - If you choose to receive compensation in the form of a voucher, you can receive up to SEK 720.
  In order to claim compensation for the taxi fare we require the original taxi receipt.
  
  
• Car: If you choose to travel by car, we will compensate your journey in accordance with Swedish Tax Agency regulations. The maximum amount is SEK 600 and compensation is always paid in the form of a voucher. Amounts less than SEK 25 will not be paid.
  
   

If delayed 60 minutes or longer
If you experience delays to your final destination, by 60 minutes or more, you are entitled to compensation according to one of the following:

• One hundred per cent of the total ticket price, but not less than  SEK 50, in the form of a voucher.
  
  
• Fifty per cent of the total ticket price, paid out in cash.
  The total ticket price is equivalent to the regular price of an adult single fare ticket, regardless of which type of ticket you travelled with.

• Taxi: If you choose to travel by taxi we will compensate you for the taxi fare.
  -The maximum amount for receiving compensation in cash is SEK 600.
  -If you choose to receive compensation in the form of a voucher, you can receive up to SEK 720.
  In order to claim compensation for the taxi fare we require the original taxi receipt.
  
  
• Car: If you choose to travel by car, we will compensate your journey in accordance with Swedish Tax Agency regulations. The maximum amount is SEK 600  and compensation is always paid in the form of a voucher. Amounts less than SEK 25 will not be paid.

 
Exemptions

On occasion events may take place that are out of our control or that we could not reasonably foresee, such as extreme weather conditions, extensive power cuts, labour disputes, etc. In such cases the Travel Guarantee is not valid.

We will provide information as soon as possible, if and when the Travel Guarantee is valid. However, you must make your own decision if you want to choose alternative means of travel and claim Travel Guarantee compensation afterwards.

We do not pay out compensation with regard to planned changes or disruptions where advance information has been given, such as in advertisements, at bus stops and traffic information on our website.