Movingo
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.
*Resplus is when you have a journey with Mälartåg and a connecting train, bus, or ferry company (combined trip), and your ticket is marked with RESPLUS.
If you travel with a ticket from Sörmlandstrafiken, Östgötatrafiken, UL or VL on Mälartåg, you apply for compensation at their respective customer service.
If you travel with a Movingo ticket on SJ, you apply for compensation at SJ Customer Service.
If you travel with a Movingo ticket on Tåg i Bergslagen, you apply for compensation at Länstrafiken Örebro or VL, depending on the county where your journey starts. If you start your journey in Östergötland, apply for compensation at Länstrafiken Örebro.
General conditions for delays
Mälartåg journeys is regulated by the Public Transport Passengers' Rights Act. (2015:953) and the Train Passenger Regulation 2021/782. Compensation for train delays is based on the distance the train travels from the starting station to the end station, not the distance you as a passenger travel with the train.
- For journeys with trains covering a distance less than 150 km, the Public Transport Passengers' Rights Act (2015:953) applies.
- For journeys with trains covering 150 km or more, the EU Train Passenger Regulation 2021/782 applies.
- For combined trips with both shorter and longer distances, compensation is calculated separately for each part of the journey.
Compensation for trains covering less than 150 km
Compensation is regulated according to the Public Transport Passengers' Rights Act.
- For delays of 20–39 minutes, 50% of the ticket price is compensated.
- For delays of 40–59 minutes, 75% of the ticket price is compensated.
- For delays of 60 minutes or more, 100% of the ticket price is compensated.
If you plan to travel with a train covering less than 150 km and the train is expected to be at least 20 minutes late, you can use another reasonable mode of transportation and receive compensation for it. The maximum compensation is 1 435 SEK per trip. If you have not purchased a ticket in advance, the compensation is reduced by the price equivalent to a single ticket for the intended journey. When requesting compensation for a trip with your own car, mileage is calculated according to the Swedish Tax Agency's norms.
Compensation for trains covering 150 km or more
Compensation is regulated according to the Train Passenger Regulation.
- For delays of 60–119 minutes, 25% of the ticket price is compensated.
- For delays of 120 minutes or more, 50% of the ticket price is compensated.
If you travel with a train covering 150 km or more and it is delayed by at least 60 minutes, you can buy food and get compensation from us. Save the receipt and attach it when applying for compensation for delays. We never compensate for costs of alcoholic beverages or tobacco.
Compensation for Resplus ticket
Mälartåg is part of Resplus, a collaboration between all train operators, regional traffic authorities in all counties, and domestic boat traffic. If you travel with Mälartåg as part of a Resplus ticket and experience a delay, you are compensated according to Samtrafiken's (Interconnections) travel conditions and ticket rules for Resplus. Apply for compensation for a Resplus journey here. (In Swedish)
Compensation for Movingo
We offer enhanced rights to you with Movingo. Compensation for delays is provided regardless of the train's distance, as follows:
- For delays of 20–39 minutes, 50% of the ticket price is compensated.
- For delays of 40–59 minutes, 75% of the ticket price is compensated.
- For delays of 60 minutes or more, 100% of the ticket price is compensated.
Note: Compensation for delays is based on the average price per trip. To calculate the average price, divide the total purchase price of the period ticket by the factor below:
- Movingo 5/30 - Factor 10
- Movingo 30 days - Factor 22
- Movingo 90 days - Factor 66
- Movingo 1-year ticket - Factor 264
Note: Compensation is only paid if a Mälartåg is delayed. If connecting local transport is delayed, and you miss a train that departed on time, no compensation is paid. The same applies if Mälartåg is up to 20 minutes late, causing you to miss connecting local transport to the final destination.
The total compensation for delays during the validity period of the period ticket cannot exceed the purchase price of the period ticket.
Learn more about your rights in case of delays in Mälartåg’s purchase and travel conditions.