Delayed and cancelled trains

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When travelling by train within the EU, you may have the right to help and compensation from the train operator if the train is delayed or cancelled.

Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.

Your rights in case of a cancelled train or train delay

  • For train routes that are 150 km or longer, you are protected by the Rail Passenger Rights Regulation. You have the right to compensation, among other things.

  • For train routes that are shorter than 150 km, the law on the rights of public transport passengers applies. If your journey is delayed by at least 20 minutes, you can, among other things, demand a price reduction on the ticket price.

  • You are also protected by the train regulation when traveling by train abroad. However, the rights you have may vary between different countries in the EU.

  • Always contact the train company in writing to have a record of your request

The length of the train’s route affects your rights

The laws and rules you are protected by depend on how long the train route is. The distance refers to the train’s entire route. It is not the distance from where you boarded until where you got off that counts, but the distance between the destination where the train started until the train’s final destination.

Example 1: If you board a train in Karlstad, which also starts in Karlstad, and are traveling to Kristinehamn (40 km), which is also the train's final destination, the entire route length is shorter than 150 km.

Example 2: If you board a train in Karlstad, which starts in Karlstad, and are traveling to Kristinehamn (40 km), but the train continues all the way to Stockholm, then it is the distance between Karlstad and Stockholm (300 km) that is counted. Thus, the entire route length is longer than 150 km.

By using the train number, you can find out the train's route length.

File complaint with the train operator

It is always good to have written documentation that shows that you contacted the train operator to file complaint. If possible, send a text message or email. Write and explain clearly what happened and what claims you have. Preferably avoid phoning since it is difficult to prove what has been said in a phone call.

If you are to demand compensation for any expenses you have had, you must also send in receipts for the expenses to the train operator. It is not possible to demand any compensation for an expense that you cannot prove that you had.

Travel within Sweden shorter than 150 km

  • If your journey is shorter than 150 km, you are protected by the Public Transport Passengers’ Rights Act. Your journey is counted as shorter than 150 km if the train’s entire line distance is shorter than 150 km.

  • You can demand a price reduction on the ticket price if the train is cancelled or delayed by at least 20 minutes.

    How much compensation you can demand is calculated as follows:

    • If the journey is delayed more than 20 minutes, you have the right to a 50% refund of the ticket price.
    • If the journey is delayed more than 40 minutes, you have the right to a 75% refund of the ticket price.
    • If the journey is cancelled or delayed more than 60 minutes, you have the right to a 100% refund of the ticket price.

  • You can demand a price reduction even if you travel with, for example, a monthly ticket, as long as you planned to travel with the train that is delayed or cancelled.

    The price deduction should be calculated based on the price of a single ticket. If you have used a ticket that involves a discount compared to a single ticket, the carrier may reduce the price deduction proportionally to the discount.

  • You are not entitled to compensation for the delay if:

    • you received information about the delay before purchasing the ticket for the specific journey, or
    • if the timetable was already changed three days before your departure.

    The train operator does not need to compensate you if they can prove that the delay was caused by circumstances not related to the operation of public transportation and that they could not have avoided even if they had done everything they could.

  • It is not possible to claim compensation for missed flights, lost work income, or missed events due to the delayed train.

  • If your journey is expected to be delayed by more than 20 minutes, you can demand compensation for having to arrange your own transportation. You have an obligation to keep the costs down to the extent possible. The compensation you demand shall correspond to the cost of the actual transportation, but you can demand a maximum of 1/40 of a price base amount, which in 2025 is around SEK 1470.

    You can also demand this if, for example, you have a monthly pass as long as you planned to travel with the train.

    The train operator has the right to deduct from the compensation if you have not paid for the train ticket yet. In that case, you can only get back the money you spent on your own transportation, minus the actual ticket price.

Travel within Sweden longer than 150 km

  • If your journey is longer than 150 km, you are protected by the Rail Passenger Rights Regulation.

  • If it is expected that the train will be delayed more than an hour to your destination, you should be able to choose between these alternatives:

    • Reimbursement of the full cost of the ticket or for the part or parts of your journey that was not made. If your journey is no longer serving any purpose in relation to your original travel plan you have the right to a return ticket as well as a refund of the full cost of the ticket.
    • Continuation or re-routing to the final destination at the earliest opportunity.
    • Re-routing to the final destination at a later date at your convenience.

  • If you choose to be rebooked to a new journey the journey should take place under so-called “comparable transport conditions”. For example, this can be with another train, by bus or by taxi. What is comparable is assessed on a case-by-case basis.

    A rebooking should not incur any extra costs for you, even if you are rebooked to a higher class. The train operator should do everything they can to avoid extra changes and ensure that the delay is as short as possible. You should not be downgraded to transportation in a lower class unless it is the only option available.

    You can always contact the train operator and ask if they agree that you can buy a new ticket yourself that allows you to reach your final destination on comparable terms. In that case, the train operator should reimburse you for the expenses incurred.

    If you do not receive any rebooking options from the train operator within 100 minutes from the scheduled departure time, you no longer need to ask. Then you have the right to buy a new ticket with train or bus. The train operator should then reimburse you for necessary, appropriate, and reasonable expenses.

  • If you choose to continue the journey or to be rebooked for a new journey, you can demand the following compensation:

    • If the journey is delayed between 60–119 minutes, you have the right to receive 25 percent of the ticket price back.
    • If the journey is delayed by more than 120 minutes, you have the right to receive 50 percent of the ticket price back.

  • You are not entitled to compensation for the delay if:

    • you received information about the delay before purchasing the ticket, or
    • the delay occurred due to errors for which you are responsible.

    In certain cases, the train operator may not need to compensate you if the delay is due to extraordinary circumstances or the actions of a third party. For example, this may occur in situations such as:

    • extreme weather conditions
    • major natural disasters
    • major public health crises
    • persons on the tracks
    • emergencies onboard
    • sabotage.

    If the compensation you claim for a delayed journey is less than 4 euros, the train operator is not obligated to pay any compensation to you either.

  • You have the right to receive your refund or compensation within 30 days from when the train operator received your claim. You have the right to receive the compensation in cash. The train operator may offer you compensation in the form of vouchers, but then it is up to you whether you want to accept it.

  • If you have a time-based pass, such as a monthly or annual pass, and experience repeated delays or cancelled trains, you have the right to a price reduction according to the train operator’s own provisions. You need to read the conditions for your time-based pass to find out what you can demand.

    • You are entitled to free food and drink at the train station or on the train. What you receive should be proportionate to the delay.
    • You are entitled to free accommodation and transport to the accommodation if you have to stay overnight due to the train being delayed or canceled. The train company may limit this right to a maximum of three nights if the event is due to extraordinary circumstances or the behavior of a third party.

    The train company is only obliged to offer you these things if it is possible for them to do so.

  • It is not possible to demand any compensation because, for example, you missed a flight, lost work income or missed an event because of the delayed train.

Travel abroad

  • Different countries in the EU may have different rules for what applies in the event of delayed or cancelled trains. It is therefore not certain that the information below is correct for every country in the EU. If you need information on what applies to your specific case, you can contact us.

  • If it is expected that the train will be delayed more than an hour to your destination, you should be able to choose between these alternatives:

    • Reimbursement of the full cost of the ticket or for the part or parts of your journey that was not made. If your journey is no longer serving any purpose in relation to your original travel plan you have the right to a return ticket as well as a refund of the full cost of the ticket.
    • Continuation or re-routing to the final destination at the earliest opportunity.
    • Re-routing to the final destination at a later date at your convenience.

  • If you choose to be rebooked to a new journey the journey should take place under so-called “comparable transport conditions”. For example, this can be with another train, by bus or by taxi. What is comparable is assessed on a case-by-case basis.

    A rebooking should not incur any extra costs for you, even if you are rebooked to a higher class. The train operator should do everything they can to avoid extra changes and ensure that the delay is as short as possible. You should not be downgraded to transportation in a lower class unless it is the only option available.

    You can always contact the train operator and ask if they agree that you can buy a new ticket yourself that allows you to reach your final destination on comparable terms. In that case, the train operator should reimburse you for the expenses incurred.

    If you do not receive any rebooking options from the train operator within 100 minutes from the scheduled departure time, you no longer need to ask. Then you have the right to buy a new ticket with train or bus. The train operator should then reimburse you for necessary, appropriate, and reasonable expenses.

  • If you choose to continue the journey or to be rebooked for a new journey, you can demand the following compensation:

    • If the journey is delayed between 60–119 minutes, you have the right to receive 25 percent of the ticket price back.
    • If the journey is delayed by more than 120 minutes, you have the right to receive 50 percent of the ticket price back.

  • You are not entitled to compensation for the delay if:

    • you received information about the delay before purchasing the ticket, or
    • the delay occurred due to errors for which you are responsible.

    In certain cases, the train operator may not need to compensate you if the delay is due to extraordinary circumstances or the actions of a third party. For example, this may occur in situations such as:

    • extreme weather conditions
    • major natural disasters
    • major public health crises
    • persons on the tracks
    • emergencies onboard
    • sabotage.

    If the compensation you claim for a delayed journey is less than 4 euros, the train operator is not obligated to pay any compensation to you either.

  • You have the right to receive your refund or compensation within 30 days from when the train operator received your claim. You have the right to receive the compensation in cash. The train operator may offer you compensation in the form of vouchers, but then it is up to you whether you want to accept it.

  • If you have a time-based pass, such as a monthly or annual pass, and experience repeated delays or cancelled trains, you have the right to a price reduction according to the train operator’s own provisions. You need to read the conditions for your time-based pass to find out what you can demand.

    • You are entitled to free food and beverages if it is reasonable that it can be provided. What you receive should be in proportion to the delay.
    • The train operator is obliged to offer food and lodging if necessary due to the delay if this is possible for them to do so. If you have been forced to pay for these things on your own, you can demand compensation from the train operator for these expenses. The train operator can limit the right to three nights if the delay is because of extraordinary circumstances or the behavior of a third party.

  • It is not possible to demand any compensation because, for example, you missed a flight, lost work income or missed an event because of the delayed train.

If you and the train operator do not agree

  • Do you need help figuring out your rights or want to discuss how to proceed with your case? Then you can contact the municipal consumer guidance or the Swedish Consumer Agency.

    Municipality's Consumer Guidance

    Many municipalities offer consumer guidance. You can turn to them for free information and support. The assistance offered may vary from one municipality to another.

    The Swedish Consumer Agency

    If you need guidance, you can contact our national information service. We can provide information on your rights and what options you have to make progress. We provide independent guidance and therefore cannot assess your individual matter, resolve disputes or contact companies for you. Contact us

  • If you reside in Sweden and the train operator you are having issues with is registered in another EU country, Norway, or Iceland, you can receive free advice and mediation through ECC Sweden. ECC Sweden is part of a network of consumer offices within the EU. In some cases, ECC Sweden may share the case with a sister office in another country to try to reach a resolution.

    Contact ECC Sweden

    To get assistance with your case, you need to ensure that you have filed a written complaint to the company. To ECC Sweden, you need to submit a description of the problem and documentation showing what has happened. Documentation is necessary if your case is to be shared with any sister office in another country. Remember to keep your originals and only send copies to ECC Sweden.

    Send your case via email to: konsumenteuropa@konsumentverket.se

    The email should include:

    • Your first and last name and the name of the company you purchased from
    • A description of the problem and how you want the company to resolve it
    ECC Sweden can not
    • Force a company to act according to the law. The work is based on the company being willing to cooperate with the ECC network to reach a resolution.
    • Mediate in a case if we cannot identify the seller or if the seller refuses to cooperate with the ECC network.
    • Act as legal representation or assist when the consumer has already initiated legal proceedings.
    • Assist in purchases between businesses or purchases between individuals.
    If you have any questions

    ECC Sweden is part of the Swedish Consumer Agency. Do you need help clarifying your rights or want to discuss if and how you can proceed with your case? Then you can contact us at the information service.

    Contact us

  • If you and the company cannot reach an agreement, you can file a complaint to the public authority the National Board for Consumer Disputes (ARN).

    ARN will assess your case and make a recommendation on how to resolve the dispute. Most companies follow ARN’s recommendations.

    A normal processing time is approximately six months.

    What does it cost to file a complaint with ARN?

    It costs SEK 150 to file a complaint with ARN. When you submit your complaint, you can request that the company compensates you for the cost if ARN makes a recommendation in your favor.

    Requirements for ARN to consider your case
    • The company has either rejected your claims or has not responded within a reasonable time.
    • The amount you and the company are in dispute about is more then ARN's value limitations (different value thresholds apply for different fields). You cannot include the application fee to ARN.
    • You file the complaint within one year from the first time you complained to the company.

    Submit a complaint on ARN's website

    If you need help with your complaint

    Sometimes, the municipal consumer advisors can assist you in making a complaint to ARN.

  • If you have gone through the steps in this process but still have a dispute with the company, you can take the dispute to court. In that case, you should contact the district court (tingsrätten).

    For a dispute involving a claim of up to 28,650 Swedish kronor (half a price base amount in 2024), known as a simplified litigation or small claim, the application fee is 900 kronor. If the claim exceeds 28,650 kronor, or if the dispute does not concern a specific amount, the application fee is 2,800 kronor.

    If you lose the dispute, you may be required to pay both your and the company's legal costs. However, in small claims, the costs you may have to pay are limited.

    Learn how a lawsuit is handled in the district court on the website of the Swedish Courts (in Swedish)

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The content is presented in collaboration with ECC Sweden, which is part of the ECC network and the Swedish Consumer Agency's information service. ECC Sweden is part-financed by the European Union.

The content of this website represents the views of the author only and it is his/her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA) or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for use that may be made of the information it contains.

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