Travel Guarantee terms and conditions

What do I need to know?

If you risk being more than 20 minutes late to your destination due to delays in public transport, you can apply for delay compensation. You are also entitled to compensation if deficiencies in our information cause you to risk being more than 20 minutes late to your destination. This is according to the Public Transport Passengers' Rights Act (2015: 953).

Make a Travel Guarantee claim

The easiest way to apply for a Travel Guarantee is to submit your compensation claims directly here on the web.

Please apply for your compensation as soon as possible after the event in question. This will enable us to handle your case efficient. Your application must be submitted no later than 2 months after the event.

If you need help with your application, please contact customer service.

Provide Additional Information

We may need further details before we can make a decision regarding your compensation claim. This could include, for example, a receipt or other documentation showing that you travelled the route for which you are requesting compensation.

If you submit compensation claims unusually often, we may request additional supporting documents from the date we notify you. These could include photographs showing that you were at the departure location, images of the odometer reading, or other evidence indicating that you intended to travel with us.

If we suspect fraud or other criminal behaviour, we will report it to the police.

Amount of compensation

Our minimum compensation amount is SEK 50, which means that you always get at least SEK 50. This also applies if the estimated compensation is less than SEK 50.

The rights of public transport passengers are found in Public Transport Passengers' Rights Act (2015:953), We have chosen to reimburse with more than what is required by law.

Reimbursement for travel with our tickets

We will reimburse you for the entire single ticket price when you risk being more than 20 minutes late.

If you travelled with a ticket for 24h, flex 10/40. 30 days or 30 days Off-peak, we calculate the value of the trip depending on what validity you have on the ticket and if you travelled by train or bus:

• Validity 24h: Ticket price divided by 2 plus SEK 50.
• Validity Flex 10/40: Ticket price divided by 20 plus SEK 50.
• Validity 30 days Off-peak: Ticket price divided into 36 for bus and 22 for train plus SEK 50.
• Validity 30 days: Ticket price divided into 36 for bus and 22 for train plus SEK 50.

Reimbursement for travel without a ticket

If you have planned to travel, but have not had time to buy a ticket and the bus or train has been delayed by at least 20 minutes or canceled, we will reimburse you with SEK 50.

Reimbursement for travel by taxi or own car

If you have chosen to take a taxi, we will reimburse you up to a maximum of 1,480 SEK.

If you have chosen to complete the trip with your own car, we will reimburse you according to the Swedish Tax Agency's norm for tax-free mileage compensation, however, a maximum of 1,480 SEK.

Payment to bank account or Travel Credit

When you submit your application, you can choose how you would like to receive your payment. If you do not select an option, the compensation will be paid as travel credit.

Payment to a bank account (via SUS)

We use SUS (Swedbank's payment system) for payments to Swedish bank accounts and for payment vouchers. Your personal identity number is used to retrieve account or address details for the payment.

If you are claiming compensation from us, we recommend registering your bank account with Swedbank's account register. This allows the money to be paid directly into your bank account quickly and easily.

If you are not registered, a payment voucher will be sent to your registered home address. This may result in an additional charge.

Compensation for travelling with train

You who travel with one of our tickets on a train, where the ticket is valid, can apply for compensation through us. The compensation paid may differ from if you had applied for travel by bus on the same route.

Delay with a Service Travel

If you have been delayed when you traveled with Service Travel (Serviceresa), you can contact the Order Center for more information.

Compensation for travelling with Movingo, Resplus and SJ

If you travel on our buses with a ticket that you bought from another operator, different rules apply.

Movingo

You who travel with a ticket from Movingo apply for compensation from us if:

• You travel with our buses
• You travel by train in Bergslagen within Örebro county
• You start your journey in Östergötland and travel into Örebro County

The compensation paid out depends on the price of your ticket when you purchased it. The ticket price is divided by the current daily price for the ticket and shown in the table below.

Resplus

If the train you are travelling on is delayed, your Resplus ticket is valid for the next departing bus trip in connection with the train. It only applies to the route shown on the ticket.

If our bus is delayed and you miss your connecting train, you must buy a new train ticket. You can then apply for our delay compensation.

SJ Årskort and Rekrytkort

If you travelled with an SJ Årskort with the addition of Resplus or the SJ Rekrytkort on our buses and were delayed, you can apply for compensation.

Replacement bus for canceled train departures

If a train departure is canceled, the various train operator can insert replacement buses. We run regular buses with route numbers and not the replacement buses for canceled train departures.

More about replacement buses for canceled train departures can be found on the train operator's websites.

Delayed journey using a Company Card

If you travelled for work using a company travel card, any compensation will be paid to the company that ordered the card. The compensation is calculated in the same way as for a private journey paid for with travel credit.

When submitting your application, select "Other ticket" as the ticket type and enter "company travel card".

Delayed journey with a healthcare appointment, färdtjänstbevis or Companion card

If you travelled to or from a healthcare appointment and your journey was delayed by more than 20 minutes, you can make a claim. You can claim compensation if you travelled by another form of transport, such as your own car or a taxi.

Claims must be submitted within two months of the date of the journey. You can submit a claim using the Travel Guarantee compensation form on our website or by completing a paper form. Select "Other ticket" as the ticket type.

If you travelled with a Färdtjänstbevis and your journey was delayed by more than 20 minutes, you may be entitled to compensation through our Travel Guarantee. Compensation is calculated in the same way as for a single ticket.

You cannot claim compensation for journeys made with a Companion card.

Travel Guarantee does not apply

We do not pay compensation for delays caused by planned service changes that have been announced on our website and at affected stops at least three days before your planned journey starts.

We do not give a discount on the ticket price if the delay was caused by circumstances that we could not avoid. This is in accordance with Section 15a of the Public Transport Passenger Rights Act (2015:953).

No compensation is paid for loss of income or other losses such as broken connections for journeys outside of Movingo’s and TiB’s traffic system, tickets for events or package holidays. Nor does our Travel Guarantee apply when using loyalty cards such as School Cards or a Companion Card.

Appealing a compensation decision

If you wish to appeal against a decision regarding compensation for a delayed journey, please do so in writing. You can send your appeal to us by email or post. If you do not have the opportunity to submit this in writing, please contact our Customer Service for further assistance. 

Contact customer service