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 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 impairments and any accompanying assistant must hold a valid ticket issued on the same terms and conditions as apply to all other passengers. There are no discounts for accompanying assistants or for upgrades to 1st class which are 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 impairments has the same rights as all other passengers. In the event of any traffic disruption, the carrier shall ensure that passengers with valid tickets arrive at their final destinations. If replacement transportation is not available, the carrier must ensure that the passenger arrives by alternative, accessible means of transport.
4. Any passenger with impairments who is unable to purchase a ticket immediately prior to the journey as a result of inaccessible points of sale at the station shall be exempt from surcharges in conjunction with purchase of tickets onboard. Where it is impossible to purchase a ticket on board and the journey is a one-time journey, the passenger shall not be charged a control fee in conjunction with ticket verification.
5. Train personnel and service assistance personnel will do their utmost to provide the best service and care possible, with the exception of help with feeding, giving medications and visiting the toilet.
6. Any passenger with impairments must be able to communicate with train personnel and service assistance personnel orally or in writing. If this is not possible, the passenger must be accompanied by an assistant who can communicate with personnel.
7. All carriers and station managers shall ensure that personnel with customer contact have basic familiarity with impairments and appropriate interaction.
8. Service assistance is ordered when tickets are booked. For national journeys, an order must be placed not later than 24 hours before departure. For local and regional journeys, other deadlines may apply. For international journeys, an order must be placed 48 hours before departure. The passenger must at the designated meeting place not later than 30 minutes before departure.
9. A passenger must be able to provide the dimensions and weight (including the passenger) of any wheelchair as well as the nature of the current need for assistance, in order to enable the carrier and the station manager to determine whether a desired station and desired departure are accessible to the passenger.
10. Service assistance does not include help with baggage in excess of normal hand baggage, maximum of 2 pieces, totalling 20 kg.
11. 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.
12. 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)
13. 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.
14. 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.
15. 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.