Mälartåg compensation - Movingo, taxi and cancelled trains

Start by checking where the claim should be submitted. Mälardalstrafik says compensation is calculated from the train's full route, from departure station to final station, not by the distance you personally travelled. You can also contact Mälartåg customer service if you need help with rebooking, replacement transport or compensation guidance.

When the train's full route is 150 km or more

When the full Mälartåg route is 150 km or more and arrival is delayed by at least 60 minutes, EU rail passenger rights apply. You have the right to choose between:

• Continuing the journey with the same ticket.
• Being rebooked on the next available departure, including replacement buses.
• Rebooking to another day at no extra cost. In that case you waive your right to receive any money back for the original ticket.
• Interrupting the journey and receiving a full refund for the part you did not complete, plus a free return trip to your original departure station if needed.

For combined journeys, compensation is calculated separately for each part of the trip. If you were informed about the delay before buying the ticket, ordinary delay compensation is normally not paid.

When the train's full route is shorter than 150 km

When the train's full route is shorter than 150 km and Mälartåg cannot guarantee an arrival with less than a 20-minute delay, the Swedish Public Transport Passengers' Rights Act applies. You can choose between:

• Continuing the journey and receiving compensation in the form of a price reduction.
• Being rebooked on an alternative route.
• Interrupting the journey and receiving the full ticket price back.
• Taking another reasonable means of transport, such as taxi or your own car, with a cap of SEK 1,480.

On Mälardalstrafik's compensation page , Mälardalstrafik explains that you need to contact the correct customer service for the claim to be handled correctly.

• For Mälartåg journeys and Movingo on Mälartåg, you normally apply through Mälardalstrafik/Mälartåg.
• If you travelled with a Sörmlandstrafiken, Östgötatrafiken, UL or VL ticket on Mälartåg, apply through that operator's customer service.
• If you travelled with a Movingo ticket on SJ departures, apply through SJ Customer Service.
• If you travelled with a Movingo ticket on Tåg i Bergslagen, apply through Länstrafiken Örebro or VL depending on which county the journey started in.
• Resplus has a separate claim flow through Samtrafiken.

Trains running 150 km or more

If you continue to your final destination and do not instead choose a refund or travel on another day, you are entitled to money back for the ticket at these levels:

• 60–119 minutes delay: 25% of the ticket price.
• 120 minutes or more: 50% of the ticket price.

Trains running shorter than 150 km

If you continue your journey to the final destination, you are entitled to the following price reductions:

• 20–39 minutes delay: 50% of the ticket price.
• 40–59 minutes delay: 75% of the ticket price.
• 60 minutes or more: 100% of the ticket price.

Mälartåg is part of Resplus. If you travel with Mälartåg as part of a Resplus journey and are delayed, compensation follows Samtrafiken's travel conditions for Resplus.

• For delays, cancelled trains or missed connections, you have the right to receive information about alternative rebooking options.
• If you have not received rebooking information within 100 minutes from the original departure time, you may arrange replacement travel by train or bus yourself.
• You need to be able to show a receipt for the replacement journey you arranged.
• Separate tickets without Resplus normally do not give the same missed-connection protection.

When a train is delayed, you may in some cases get reimbursement for taxi, your own car or another journey. Always keep receipts and document what information you received about replacement transport or rebooking.

Trains running 150 km or more

Only if Mälartåg cannot offer suitable rebooking within 100 minutes of the planned departure may you arrange replacement travel yourself. Mälardalstrafik describes self-arranged Resplus replacement travel as train or bus, and the cost must be supported by a receipt.

The cost must be necessary, appropriate and reasonable. Contact Mälartåg before booking when possible, especially if you are considering taxi.

Trains running shorter than 150 km

If the train runs shorter than 150 km and the delay is expected to be at least 20 minutes, you may travel by another reasonable means of transport and receive compensation.

• Maximum compensation is SEK 1,480 per journey.
• Travel by private car is reimbursed according to the Swedish Tax Agency's mileage allowance.

If you had not bought a ticket in advance, the compensation may be adjusted. Always keep receipts.

Trains running 150 km or more

If the train runs 150 km or more and is delayed by at least 60 minutes, you may buy simple food and drinks and receive reimbursement.

The purchase must be made during the journey or no later than 60 minutes after arrival. The food must be ready to eat without preparation. Alcohol and tobacco are not reimbursed. Remember to keep the receipt.

Hotels and other necessary costs

If a delay or cancellation means you cannot continue the same day, accommodation and transport between the station and accommodation may be relevant under the general rail passenger rights. Mälartåg’s terms contain the detailed travel conditions.

Swish

When you apply, you can choose payout through Swish. Provide the phone number linked to your Swedish personal identity number.

Swedbank's payment system (SUS)

For payout through SUS, your account needs to be registered in Swedbank's account register. If you already have a registered account, the compensation is paid directly to your bank account.

Manual payout

If you cannot or do not want to use Swish, register an account in SUS or complete the web form, you can contact Mälardalstrafik Customer Service. Manual handling requires your name, clearing number and bank account number and normally takes longer.

Compensation for all routes

With Movingo, you have enhanced rights. Compensation is provided regardless of the train's distance and is calculated from the average price per journey.

• 20–39 minutes delay: 50% of the average price per journey.
• 40–59 minutes delay: 75% of the average price per journey.
• 60 minutes or more: 100% of the average price per journey.

The average price is calculated by dividing the period-ticket price by the estimated number of travel days for that ticket. Mälardalstrafik separates tickets bought on or after 8 January from older tickets.

Tickets bought on or after 8 January

• Movingo 5/30 – Factor 10
• Movingo 30 days – Factor 30
• Movingo 90 days – Factor 90
• Movingo annual – Factor 365

Tickets bought before 8 January

• Movingo 5/30 – Factor 10
• Movingo 30 days – Factor 22
• Movingo 90 days – Factor 66
• Movingo annual – Factor 264

You only receive compensation if the delay is caused by Mälartåg. You are not entitled to compensation if you miss an on-time train because of delayed local transport, or if the Mälartåg delay is under 20 minutes and you miss your connection. The total compensation paid during the ticket's validity period can never exceed the ticket's purchase price.

Example compensation calculation

Consider an older Movingo 30-day ticket costing SEK 5,500. The factor for older 30-day tickets is 22, giving an average price per journey of SEK 250 (5,500 / 22).

• 20–39 minutes delay: 50% of the average price per journey.
• 40–59 minutes delay: 75% of the average price per journey.
• 60 minutes or more: 100% of the average price per journey.

If the train is delayed by 50 minutes you are entitled to 75% back. Calculation: SEK 250 × 0.75 = SEK 187.50. Your compensation would be SEK 187.50 in this example.