Compensation for delays and complaints

You can apply for delay compensation or file in a complaint.

Conditions and assessment

The Public Transport Passengers' Rights Act (2015:953) and the EU Regulation on Bus Passengers' Rights (181/2011) are applied in the assessment.

The law and the EU Regulation are based on how long the route of the vehicle you are travelling with has.

For routes of less than 150 km, the Act on Public Transport Passengers' Rights applies.
For routes over 150 km, the EU Regulation on Bus Passengers' Rights (181/2011) applies.
Below you can see how the rules differ.

Terms and conditions for routes under 15 miles

If you are delayed by more than 20 minutes, we will compensate you through our delay compensation, where the ticket price will be refunded as follows:

20 – 39 minutes 50% of the ticket price
40 – 59 minutes 75% of the ticket price
60 minutes or more 100% of the ticket price
If you travel with a school card and are delayed, no delay compensation will be paid, only compensation for other transport.

Possibility of other transport

If there is a delay or cancellation of a trip (for whatever reason) where you will be at least 20 minutes late to your final destination, you always have the opportunity to arrange your trip yourself, with your own car, taxi or other transport and take the cost of it.
You can then apply for reimbursement of your expenses afterwards. You can do that further down this page.

For compensation for taxi journeys, the maximum amount is SEK 1,470 per receipt.
If there are several of you who share the cost of the taxi, you must pay separately and each receive a receipt to be able to receive compensation.
In order to receive reimbursement for taxis or other transport, the original receipt must always be sent to us.

Physical receipts are mailed to:

Länstrafiken Västerbotten AB
Reklamation
Box 158
901 04 Umeå

In the case of compensation for your own car, compensation of SEK 25 per Swedish mile is paid.
If you travel in your own car, the maximum compensation is SEK 1,470 regardless of how many people went with you.

Delay compensation will not be paid if planned changes have been announced at least 3 days before the travel date on our website.
You cannot apply for both delay compensation and compensation for expenses.

Conditions for routes over 15 km

If your bus journey is delayed by at least 120 minutes, cancelled or overbooked, you as a passenger can always choose between:

- Complete the journey as soon as possible with the delayed bus
- Get a new ticket with the next departure
- Refrain from travelling and get the cost of the ticket refunded
- Cancel your trip and get a full refund of the ticket cost as well as a free return journey to the place of departure.

Complaints and compensation

We want  to receive your complaint within 2 months after you have completed your trip. If for some reason you have been unable to submit your complaint within 2 months, you can do so as soon as you can and explain in your application why you have not been able to complain about the trip earlier.

Please note that the bus card number must always be stated if you have travelled on a bus card. Single tickets, taxi receipts or receipts for other expenses must be sent in the original to Länstrafiken.

Resplus

With a Resplus ticket, you can always be sure to arrive at the final destination of your journey. The Resplus companies take joint responsibility for resolving any problems that arise due to traffic disruptions and guarantee that you will arrive at the final destination of your Resplus trip.

In the event of a delay, please contact the bus driver (or on-board staff on board the train) who will then assist in the best possible way, e.g. by recommending a later connection or an alternative route.

You can also submit your complaint by e-mail: reklamation@tabussen.nu,
write a letter to: Länstrafiken i Västerbotten, Box 158, 90104 UMEÅ
or call your complaint to customer service on: +46 771- 100 110.

Länstrafiken i Västerbotten does not compensate for any consequential costs in the event of a delay, such as parking fees for your own car, the cost of missed doctor's appointments or lost income.