Snälltåget Delay – We help you get compensation

Always listen to the announcements from staff on board or at the station—you can also contact Snälltåget customer support if needed. Below you’ll find the obligations Snälltåget has in the event of a delay.

If the journey is over 150 km

If your Snälltåget service is delayed by 60 minutes or more and your destination is more than 150 km away, you are entitled to compensation under EU law. 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.

It doesn’t matter whether you travel within Sweden or internationally—the same rules apply as long as you travel with Snälltåget. If the delay was announced before you bought your ticket you are, however, not entitled to compensation. Cancellation protection and amounts below four euros are not refunded.

If the journey is under 150 km

If the total distance of the trip is shorter than 150 km and Snälltåget cannot guarantee an arrival with less than a 20-minute delay, you have the right to 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 an alternative mode of transport (e.g. taxi) with a cap of SEK 1,470.

If the journey is over 150 km

If you continue to your final destination and do not rebook the ticket for another day, you are entitled to get money back for your train ticket:

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

If the journey is under 150 km

If you continue to your 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.

When a train is delayed in Sweden, passengers are often entitled to reimbursement for the cost of alternative transport. This right is regulated by EU law as well as Swedish legislation and is intended to mitigate the impact of delays.

If the journey is over 150 km

For trips over 150 km the rules regarding alternative routes are somewhat unclear. Only if Snälltåget cannot offer you a suitable rebooking within 100 minutes of departure do you have the right to arrange other transport to reach your destination.

The compensation must cover necessary, appropriate, and reasonable costs, assessed on a case-by-case basis. For these long journeys there is no fixed statutory cap in the EU regulation. Snälltåget often applies a cap of around SEK 1,470 even here. If the cost is higher, you need to justify why the full amount was a “necessary and reasonable” measure. Always talk to Snälltåget before booking alternative travel so you do not risk having your claim denied.

If the journey is under 150 km

• Delay of 20+ minutes: Alternative transport (up to SEK 1,470).
• Expected delay of at least 20 minutes: Alternative transport (up to SEK 1,470).

If there is reason to believe the trip will be more than 20 minutes late, Snälltåget must reimburse the cost of alternative transport to reach your destination, up to 1/40 of the Swedish price-base amount.

If the train risks being delayed by at least 20 minutes to your final destination and the operator cannot arrange suitable replacement transport, you have the right to organize other transport yourself.

• You may use another bus, your own car, or a taxi.
• You can claim these costs afterwards, but with a maximum of SEK 1,470 per trip. Always keep the receipt.

If the journey is over 150 km

For delays of 60 minutes or more, Snälltåget must offer meals and refreshments proportional to the waiting time, provided they are available on the train or at the station. Keep receipts if you have to buy food yourself.

If the journey is under 150 km

There is no statutory right to food and drinks for delays on routes shorter than 150 km. Snälltåget’s terms and conditions do not provide any explicit guarantee of receiving food or drinks for short-distance delays.

If the journey is over 150 km

If a delay or cancellation means you cannot continue your trip on the same day, Snälltåget must offer you a hotel room or other accommodation when an overnight stay is necessary.

This only applies if the delay is caused by the operator and not by extraordinary circumstances (such as extreme weather or sabotage).

Save receipts for any expenses caused by the delay—Snälltåget must reimburse reasonable costs.

If the journey is under 150 km

There is no statutory right to accommodation for delays on routes shorter than 150 km.