Vy Delay – We help you get compensation

Always listen to onboard or station announcements—you can also contact VY customer service if needed. Below you’ll find what VY is obliged to do when a delay occurs.

If the journey is over 150 km

If your VY service is delayed by 60 minutes or more and the trip exceeds 150 km, EU legislation gives you 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 cost (you then waive the right to a refund for the original ticket).
• Interrupting the journey and receiving a full refund for the unused part, plus a free return trip to your original departure station if needed.

These rules apply whether you travel domestically within Sweden or internationally with VY. If the delay was announced before you bought the ticket, you are not entitled to compensation. Cancellation protection and amounts below four euros are not reimbursed.

If the journey is under 150 km

If the journey is shorter than 150 km and VY cannot guarantee an arrival within 20 minutes of schedule, you may choose between:

• Continuing the journey and receiving a price reduction.
• Being rebooked on an alternative route.
• Interrupting the journey and receiving a full refund.
• Taking alternative transport (e.g. taxi) up to SEK 1,470.

Journeys over 150 km

If you continue to your final destination (and do not rebook for another day) you are entitled to:

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

Journeys under 150 km

If you continue to your final destination, the following reductions apply:

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

If a delay occurs, you can often receive reimbursement for alternative transport. The rules are based on EU regulations and Swedish law.

Journeys over 150 km

If VY cannot offer a suitable rebooking within 100 minutes of the scheduled departure, you may arrange other transport to the destination.

The cost must be necessary, appropriate, and reasonable, assessed case by case. No fixed cap exists in the EU regulation; VY often applies around SEK 1,470. Higher costs must be justified. Always contact VY before booking on your own.

Journeys under 150 km

If the train is likely to be delayed by at least 20 minutes and the operator cannot provide replacement transport, you may arrange your own.

• 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.

You may use another bus, your own car, or a taxi. Costs are reimbursed afterwards, up to SEK 1,470 per trip. Always keep the receipts.

You are entitled to reimbursement for meals and refreshments when the delay to your final destination reaches 60 minutes. Keep the receipts—they must be attached to your claim.

Journeys over 150 km

• 60–119 minutes delay: reimbursement up to SEK 100 per person.
• 120+ minutes: up to SEK 200 per adult (children: up to SEK 100).

Journeys under 150 km

No statutory right to meals or drinks. VY’s travel terms do not provide a guarantee for short-distance delays either.

Journeys over 150 km

If a delay or cancellation prevents you from continuing the trip the same day, VY must arrange a hotel or other accommodation when an overnight stay is necessary.

Even in extraordinary circumstances (e.g. severe weather or sabotage) VY reimburses hotel costs, but may limit the stay to a maximum of three nights.

Keep all receipts; reasonable costs are reimbursed.

Journeys under 150 km

No statutory right to accommodation.

The rights to alternative transport, meals, and accommodation follow the rules above. The difference lies in how the price reduction is calculated when you lack a single-ticket price.

Compensation is based on a per-trip ticket price: the period ticket cost divided by the number of trips it is intended to cover (a standardized figure).

If the commuter pass covers journeys over 150 km

Example: a 30-day pass costs SEK 5,000 and covers 40 single journeys ⇒ per-trip ticket price SEK 125.

• 60–119 minutes delay: 25% of SEK 125.
• 120 minutes or more: 50% of SEK 125.

If the commuter pass covers journeys under 150 km

The same calculation model applies (example SEK 125 per trip).

• 20–39 minutes delay: 50% of SEK 125.
• 40–59 minutes delay: 75% of SEK 125.
• 60 minutes or more: 100% of SEK 125.