Train complaint
We are sorry that your train journey did not turn out as you had hoped. We appreciate you taking the time to share your experience with us. You can submit your complaint here.
Purchased the ticket on vy.se or in the Vy app, but travelled with another company than Vy?
At Vy, you’ll find the largest selection of train tickets in Sweden, giving you, as a passenger, more departures to choose from.
If you purchased your ticket via vy.se or the Vy app, but travelled with a different operator than Vy and experienced a delay, you should contact the operator you travelled with to claim compensation.
The train operator that caused the delay is responsible for the compensation, regardless of where the ticket was purchased. You can see which operator you travelled with on your ticket.
If your journey is a Resplus trip, your ticket will be marked RESPLUS. In that case, you apply for delay compensation through Samtrafiken and specify the operator that caused the delay.
Have you traveled by train?
Have you traveled with Vy Tåg?
You can also send your complaint by post.
Have you traveled with a Resplus ticket and experienced a delay?
Vy Tåg is part of Resplus — a collaboration between all train operators, regional public transport authorities across Sweden, and domestic ferry services. If Vy Tåg is one leg of a journey that includes one or more other operators on the same ticket, please use the Resplus claim form. Make sure your ticket is marked with RESPLUS.
What is a Resplusresa?
A Resplusresa is a combined trip with two or more transport companies and is counted as one journey.
With a Resplus ticket you can be sure that you will arrive at the final destination of your trip. The companies in the Resplus partnership take joint responsibility for solving any problems that arise due to traffic disruptions. They guarantee that you will arrive at your final destination.
If you have booked a trip and have a ticket with the “RESPLUS” symbol, you are offered a “get there guarantee.”
Read more about what Resplus means for you as a traveler at SamtrafikenYour rights as a train passenger
Your basic rights and obligations as a train passenger are regulated in two sets of regulations – the Public Transport Passenger Rights Act and the EU Rail Passenger Regulation.
The rights you have as a passenger depend on the total distance of the train.
- If the train travels 150 kilometers or longer – the Train Passengers Regulation applies.
- IIf the train travels less than 150 kilometers – the Public Transport Passengers' Rights Act applies.
Compensation for trains is calculated based on how late the train is upon arrival at the final station according to the timetable.
Read more about the Rail Passenger Rights Regulation (EU) 782/2021.Read more about the European Commission’s information on rail passenger rights.Read more about the Public Transport Act (2015:953).Read more about delayed or cancelled trains on the Swedish Consumer Agency’s websiteWe’re here to support you throughout your journey
Our goal is to give you a safe, smooth and punctual journey – even if sometimes everything doesn't go exactly according to plan and if something should happen during the trip, we are here to help you.
Are you going to travel – or are you already traveling – by train on a short distance (150 km or less)?
If the train is at least 20 minutes late, you are entitled to a discount on the ticket price according to the points below. Should the train be expected to be more than 20 minutes late to the final station, you can choose another reasonable transport and receive compensation for it.
You are entitled to a full refund if you choose to cancel your trip, even if the train is cancelled and there is no replacement service.
This is how compensation works for delays on train journeys of 150 km or less
Compensation for trains is calculated from the train's departure station to the end station and how late the train is upon arrival according to the timetable.
- 20 minutes of delay we compensate 50% of the ticket price.
- 40 minutes of delay we compensate 75% of the ticket price.
- 60 minutes of delay or more we compensate 100% of the ticket price.
If your trip is cancelled or interrupted, you’re entitled to a full refund of your ticket.
Are you going to travel – or are you already traveling – by train on a long distance (150 km or longer?)
If your train is delayed, we will do our best to help you get to your final destination. We will also help you find and plan alternative travel, for example by rebooking you onto another train. If the delay is 60 minutes or more, you have the right to cancel your journey and get a refund.
If the train is delayed or cancelled, or if you miss your connection, and you have not been informed about possible rebooking options within 100 minutes of your scheduled departure time, you have the right to arrange your own travel with other public transport providers, for example by train or bus. In this case, we will reimburse the necessary and reasonable costs of the replacement journey.
This is how compensation works for delays on train journeys of 150 km or longer
Compensation for trains is calculated from the train's departure station to the end station and how late the train is upon arrival according to the timetable.
- 60 minutes delay or more we will compensate 25% of the ticket price.
- 120 minutes delay or more we will compensate 50% of the ticket price.
- Interrupted or cancelled trip will you get 100% of the ticket price back.
Did you travel by bus or train within Norway?
If you are not satisfied with your bus or train journey within Norway, you can find information about complaints at vy.no.
Customer service vy.no