Problems with bus travel

Problem med bussresa - Engelska

Is the bus delayed? Or have you lost your luggage? You may be entitled to compensation if you experience problems during your bus journey.

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

Please note:

This information applies to bus travel within Sweden that is longer than 150 km, and bus travel within the EU that is longer than 250 km.

Have you travelled on a public transport bus? If so, please read the page about public transport instead.

Public transport

Travelling with bus – Keep this in mind

  • If your bus trip is cancelled, you have the right to be rebooked or get your money back.

  • If your bus trip is delayed, you may be entitled to compensation.

  • You do not have the right to withdraw when you purchase a bus ticket.

Your rights as a bus passenger

  • If the bus is cancelled

    If your bus travel was cancelled the bus company must offer you a choice between the following options:

    • Rebooking to an equivalent journey.
    • Getting your money back within 14 days from when you requested it.

    If the bus is delayed by more than 120 minutes

    If your bus trip is delayed by at least 120 minutes at departure, the bus company must offer you the following options:

    • To complete the journey to the final destination with the delayed bus.
    • To be rebooked to an equivalent trip at no additional cost.
    • To cancel the trip and get a refund for the ticket. The refund must be made within 14 days from the date you requested it.

    Compensation and damages

    If you have been offered the above options for a cancelled or at least 120 minutes delayed trip, you are not entitled to anything further.

    If the bus company has not offered you rebooking or a refund, you are entitled to get your money back for the ticket and financial compensation. You may also be entitled to damages.

    Compensation

    You may be entitled to compensation equivalent to 50 percent of the ticket price. You should receive the compensation within one month from the date you requested it from the bus company.

    Damages

    If the bus company does not offer rebooking, you may be entitled to claim damages for arranging your own transport to the final destination. You must try to keep the transport costs as low as possible.

    You cannot claim damages for, for example, lost income or missing an event.

    If the bus is delayed by less than 120 minutes

    If the delay is less than 120 minutes, you cannot demand any compensation by law. Some bus companies nonetheless offer some kind of compensation. In such cases, it is stated in their terms and conditions.

    Right to food, drink and lodging when the bus is delayed

    If your bus travel according to the timetable is more than three hours long and also delayed by at least 90 minutes, the bus company is obliged to offer you snacks, food and drink in relation to how late the bus is. This only applies if it is practically possible for the bus company to arrange it.

    If the delay means that you have to stay overnight during the journey, the bus company must pay for lodging, as well as transportation to the lodging. The bus company is obliged to arrange lodging for you for a maximum of two nights for a maximum of EUR 80 per night.

    Your right to lodging does not apply if the cancelled or delayed bus travel is due to severe weather conditions or natural disasters that make the bus journey impossible or unsafe to carry out.

  • When you buy a bus ticket, you have no legal right of withdrawal. This means that you cannot change your mind about the purchase and get your money back. Nor can you demand to rebook the trip.

    It is the terms and conditions for your ticket that determine if you can rebook or cancel it and get your money back. Read the terms and conditions to find out what applies.

  • If the bus is involved in an accident and your luggage is damaged, you are entitled to compensation from the bus company. The compensation should correspond to the value of the damaged luggage.

    If your luggage is lost or damaged for any reason not attributable to the bus company, you cannot legally claim compensation from the bus company. Some bus companies have terms that still entitle you to compensation in such situations. Read the terms and conditions to find out what applies.

    If the bus company does not take responsibility for your lost or damaged luggage, you can contact your insurance company. Sometimes you can get compensation through your home insurance.

  • 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 favour.

    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 disagree on exceeds the value limit set by ARN. 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

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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