Your rights in the event of a delay
Our goal is for you to enjoy a pleasant and punctual journey, but sometimes we miss our 100 % mark. In the event of a longer delay, you have, among other things, the right to delay compensation.
* A Resplus journey is an SJ train journey combined with a connecting journey by train, bus, or other mode of transport. The ticket must have been issued with RESPLUS designation for the above combination of journeys.
Your compensation rights
As SJ operates both short- and long-distance routes throughout Sweden, our services are governed by two sets of regulations: the Swedish law that strengthens travellers' rights in public transport and the EU Rail Passengers’ Rights Regulation.
Travel by trains on longer routes (150+ km) or cross-border is governed by the Rail Passengers’ Rights Regulation. Travel by train on shorter routes (under 150 km) is governed by the new law on the rights of public transport passengers. So it is not the distance you travel that counts, but the entire distance of the train.
Read more about your rights in the event of a delay in our General Terms and Conditions of Travel
We can assist you during your journey
If you are travelling, or will be travelling, on a train that is operating along a longer route (150+ km) and is delayed, we will help you to reach your final destination as swiftly as possible. We can also help you plan an alternative travel solution e.g. rebook your ticket for another train. If the delay is 60 minutes or more, you have the right to assistance in the form of refreshments and overnight accommodation (when necessary), whenever practically possible. You also have the right to abandon your journey and receive your money back.
If the train is delayed, cancelled, or you miss a connection and we do not notify you of the available rebooking options within 100 minutes of the scheduled departure time of the train you were supposed to travel on, you have the right to arrange alternative transport by train or bus yourself. You will be compensated for necessary and reasonable costs of the alternative transport.
If you are planning to travel by train operating along a shorter route (shorter than 150 km) and it is estimated to be delayed by more than 20 minutes, you are entitled to use another justifiable means of transport and receive compensation for that. The maximum compensation granted is SEK 1,315 per journey. If you have already cashed in your ticket, your compensation will be reduced by the corresponding amount.
Check whether your train is on a route shorter than 150 km, per line (in Swedish, PDF)
Check whether your train is on a route shorter than 150 km, per distance (in Swedish, PDF)
Check whether your train is on a route shorter than 150 km, per train number (in Swedish, PDF)
Send your compensation claim for alternative transport to kundservice@sj.se
Your rights in the event of a delay
If the train you are travelling on is delayed, you have the right to compensation, unless otherwise specified in our Terms and Conditions of Travel.
The following applies to travel on trains on routes of 150 km or more:
- In the event of a 60-minute delay, we refund 25% of the ticket price.
- In the event of a 120-minute delay, we refund 50% of the ticket price.
The following applies to travel on trains on routes under 150 km:
- In the event of a 20-minute delay, we refund 50% of the ticket price.
- In the event of a 40-minute delay, we refund 75% of the ticket price.
- In the event of a 60-minute delay, we refund 100% of the ticket price.
The following applies to travel that involves two or more consecutive train journeys:
If your travel plans involve two or more consecutive train journeys, served by trains that run 150 km or more, you will be compensated according to the EU Rail Passengers' Rights Regulation based on the total ticket price. We will reimburse you in the same way if your journey consists of only SJ trains where at least one train's distance is longer than 150 km, unless the regulations that apply to trains that run shorter than 150 km or delayed distance are more favourable to you.
For cross-border travel, other rules may apply.
We use a fixed price list to determine the ticket price for travel on train routes under 150 km if the price per leg of journey is not noted on the ticket.
Compensation for Resplus travel
If you are travelling on a Resplus ticket, i.e. your SJ journey is combined with another connecting train, bus or ferry company, other compensation rules apply. Travellers must apply for compensation due to delay via Samtrafiken.
Compensation for travellers with a Monthly pass.
If you hold a Monthly pass (not monthly ticket for travel on SJ High-speed trains), we always offer a higher level of compensation, regardless of which SJ train you are travelling on.
The following applies:
- In the event of a 20-minute delay, we refund 50% of the ticket price
- In the event of a 40-minute delay, we refund 75% of the ticket price
- In the event of a 60-minute delay, we refund 100% of the ticket price
Calculation of the compensation amount
For travellers with a monthly ticket/30-day period card, an average price per journey is calculated by dividing the cost of the monthly ticket/period card by 22. This sum will then provide the basis for the ticket price compensation.
Compensation for Movingo ticket holders
We always offer greater compensation to our Movingo ticket holders, regardless of which SJ train the passenger travels on.
The following applies for Movingo:
- For a 20-minute delay, we refund 50% of the ticket price
- For a 40-minute delay, we refund 75% of the ticket price
- For a 60-minute delay, we refund 100% of the ticket price
NB! We only pay compensation if a SJ train is delayed. If, for example, a local bus is late and you miss your connection with a SJ train that departed on time, no compensation will be paid.
Furthermore, no compensation will be paid, by SJ or any other Movingo partner, if a 10-minute delay by a SJ train means you miss your bus connection and arrive at your final destination 30 minutes late.
The average price per journey on which SJ bases its compensation amount for Movingo is lower than that for SJ Monthly pass. This is because SJ and MÄLAB share the income from Movingo sales.
Calculating the compensation amount
How the compensation amount is calculated:
- 30-day ticket = Ticket price divided by 30
- 90-day ticket = Ticket price divided by 90
- Annual ticket = Ticket price divided by 365
Compensation for SJ Annual pass and SJ Monthly High-Speed pass holders
Compensation for SJ Annual pass holders is calculated on an average price per journey by dividing the price of the Annual pass by 160. Compensation for a SJ Monthly High-Speed pass is the price divided by 22, and the price is divided by 50 for a 90-day ticket. The amount of delay compensation paid during the validity period of the annual pass or monthly pass cannot exceed the purchase price of the annual pass/monthly pass.
Example: SJ Annual pass Silver (SEK 43,300) ÷ 160 ≈ SEK 271
SEK 271 becomes the ticket price on which compensation is based. The compensation amount is then calculated according to the compensation levels listed above (depending on how far the train was travelling and the length of the delay).
Refund of a multi-day ticket in the event of changes in SJs range of services on routes shorter than 150 km
If you purchase a multi-day ticket and SJ's range of services changes after the purchase in such a way that it differs from what you could have reasonably expected at the time of the purchase and the divergence is of material significance to you, you are entitled to withdraw from the purchase. You are entitled to a refund of that portion of the ticket price which related to the period of time after the withdrawal.
The refund is calculated as follows: the ticket price divided by number of days the ticket was valid multiplied by the number of remaining days.
The right to a refund applies only to changes in the range of service on routes shorter than 150 km and shall not apply in connection with planned temporary service changes which are communicated in advance or regular timetable changes including, for example, the changeover to the summer timetable. In order for SJ Customer Service in each individual case to be able to assess whether the claim for an expanded right to repurchase is satisfied, you must be able to provide a written explanation of why the change in service means that your planned journeys cannot be carried out.
Example: SJ Monthly pass costs 2 500 SEK and is refunded when 10 travel days remain. Total refund amount is 2 500 / 30 * 10 = 833 SEK
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