Non-discriminatory rules for domestic train journeys
in accordance with Article 21.1 of EU Regulation 2021/782

1. Any passenger with disabilities or reduced mobility (impairment) is entitled to use the entire railway system provided that he/she alone, with his or her own assistant/accompanying person or with the service assistance provided at certain stations, can undertake the entire journey. This also requires that the relevant trains, stations, and platforms are accessible to the passenger and his or her means of assistance.

2. Any passenger with disabilities and any accompanying assistant must hold a valid ticket issued on the same terms and conditions as apply to all other passengers. The accompanying assistant appointed according to LSS (Lagen om stöd och service - "Act Concerning Support and Service for Persons with Certain Functional Impairments") is entitled to a discount on the ticket. However, there is no right to upgrade to 1 class which is necessary due to impairment. A passenger may request a journey with the national paratransit service (Sw: riksfärdtjänst) based in his or her home municipality in order to receive compensation for such additional costs.

3. Any passenger with disabilities has the same rights as all other passengers. In the event of any traffic disruption, SJ shall ensure that passengers with valid tickets arrive at their final destinations. If replacement transportation is not available, SJ must ensure that the passenger arrives by alternative, accessible means of transport.

4. Train personnel and service assistance personnel will do their utmost to provide any passenger with disabilities the best service and care possible, with the exception of help with feeding, giving medications, and visiting the toilet.

5. Any passenger with disabilities must be able to communicate with the train personnel and service assistance personnel orally or in writing. If the traveller cannot communicate as a direct result of their disability, the traveller must have an accompanying person. In these cases, the accompanying person has the right to book a free ticket with a seat, if possible, next to the passenger with a disability. A medical certificate or similar certificate is required when buying/booking a ticket.

6. SJ shall ensure that personnel with customer contact have basic familiarity with impairments and appropriate interaction.

7. Service assistance is ordered when tickets are booked. An order must be placed not later than 24 hours before departure. For local and regional journeys, other deadlines may apply. The passenger must be at the designated meeting place not later than 30 minutes before departure.

8. A passenger must be able to provide the dimensions and weight (including the passenger) of any wheelchair/mobility scooter as well as the nature of the current need for assistance, in order to enable SJ to determine whether a desired station and desired departure are accessible to the passenger.

9. Service assistance does not include help with baggage in excess of normal hand baggage, maximum of 2 pieces, totalling 20 kg.

10. If discounted tickets are sold later than 24 hours prior to departure (such as Sista Minuten (Last Minute ticket) assistance can be ordered as set forth above before the journey is booked. When the journey is booked, it is the passenger's responsibility to provide information regarding carriage and seat, or to cancel service assistance if the anticipated ticket could not be purchased.

- If the journey is re-booked or cancelled, the passenger must also re-book or cancel service assistance.

- If service assistance cannot be offered and the passenger has already purchased a non-changeable or non-refundable ticket, the passenger shall nevertheless be able to re-book the journey or receive a refund.

11. Service assistance at the station includes:

• guiding the passenger or pushing a wheelchair to and from the agreed meeting place and the train (including change of trains)
• assisting with boarding and disembarking from the train (using platform lifts, where applicable)

Service assistance on board the train includes:

• assisting with boarding and disembarking (using built-in wheelchair lift or ramp where applicable) as well as assistance to and from the correct seating location
• where applicable, affixing and releasing the wheelchair (if the passenger so desires)
• during the journey, serving food at the seat (when the train personnel have completed their ordinary work tasks)

12. Carriers and station managers must provide information regarding physical requirements on trains and stations to enable the passenger to determine whether he or she can travel with relevant trains to and from relevant stations.

13. During the journey, traffic information must be provided at stations and on trains. The information must be presented visually and audibly so that it is accessible to persons with reduced hearing and/or reduced vision.

14. Any passenger with impairments shall be entitled to bring with them means of assistance free of charge. “Means of assistance” includes wheelchairs, wheeled walkers and suchlike as well as guide dogs, service dogs and rehabilitation doges. A dog must be equipped with a special jacket or harness which shows that it is in service.