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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. We work relentlessly to improve our punctuality, and you can rely on the fact that we will always do our utmost to ensure you arrive at your final destination. But in the event of a longer delay, you have the right to compensation.

Your compensation rights

A new law, in force as of 1 April, increases your rights to compensation for a delay when travelling on some of our trains. These new rights apply to journeys shorter than 150 km, calculated from the first to last station, on SJ trains: i.e. it's the length of the train's route that counts, not your personal leg of that route.

As SJ operates both short- and long-distance routes throughout Sweden, our services are governed by two sets of regulations: this new law and EU regulations re. delays.

Travel by trains on longer routes (150+ km) 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.

Read more about the new law and 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 you are planning to travel by a train operating along a shorter route (shorter than 150 km), you are entitled to another justifiable means of transport if your train is estimated to be delayed by more than 20 minutes.

The maximum compensation granted is SEK 1,138 per journey. If you have already cashed in your ticket, your compensation will be reduced by the corresponding amount.

Your rights in the event of a delay

If the train you are travelling on is delayed, you have the right to compensation.

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.
  • If the delay is estimated to be 60 minutes or more, you have the right to assistance in the form of refreshments and overnight accommodation, whenever practically possible. 

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.
  • If there is a risk that the train you are planning to travel on will be delayed by at least 20 minutes, you can use another means of transport and receive compensation for that. In that case, send us an email

Check whether your train is on a route shorter than 150 km (in Swedish, PDF)

 

The following applies to travel that involves two or more consecutive train journeys:

If your travel plans involve two or more consecutive train journeys, you will be compensated according to the rules governing each individual delayed journey. We use a fixed price list to determine the ticket price for travel on train routes under 150 km.

See the price list here (in Swedish, PDF)

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).