Facts: Advice before the trip
Hanna Bornstedt’s tips on how to prepare:
Be prepared for problems to arise – because it’s not uncommon for them to.
It is important to know what rights you have. Read up in advance so you know what you can demand if something happens.
Contact the train company immediately if something happens. Save phone numbers and email addresses so that you have them easily accessible.
Hanna Bornstedt is a consumer advisor at the Swedish Consumer Agency and has noticed an increase in questions about train travel as more people travel by train. Her advice is to be prepared for problems that may arise on the trip.
— Then it is important to know that you have rights, what they are and how to get hold of the train company.
She points out that train travelers do not have the same opportunities for compensation as air travelers, but the basic rule is simple – if you have paid to get from A to B in a certain time, that is what you are entitled to.
— In general, contract law applies – we must get what we paid for. If you don’t get that, you simply have to demand compensation.
EU regulation
In Sweden and the rest of the EU there is a train passenger regulation that protects the passenger so that you can get help if the train is canceled or delayed.
— It may differ slightly between countries, but generally it applies throughout the EU.
Should the train journey be canceled or so delayed that you reach your destination more than an hour late, you have three options.
— Either you can get a refund, or be rebooked to a new trip, perhaps a different date, or you continue the trip even if it will take longer. You have to talk to the train company about that and come to a conclusion together.
Anyone who chooses to continue with the delayed train or is rebooked to arrive as quickly as possible is entitled to compensation.
— If the journey is delayed between one and two hours, you have the right to get 25 percent of the ticket price back, and if the trip is delayed by more than two hours, you must get 50 percent of the ticket price back. This applies if you continue to travel, but not if you are rebooked to a later date.
Food and drinks
If the carriage you were supposed to travel with is missing when you get on board, or the sleeping compartment has been rebooked to a seat, Hanna Bornstedt advises to act quickly.
— Contact the train company as quickly as possible, either on site at the station, or call or email and they will try to arrange for you to join the journey, that is the most important thing. If you get a worse alternative, you can claim a price reduction for it.
Should the train be delayed so that you have to stand and wait somewhere, you are entitled to food and drink in proportion to the waiting time, at least as long as it is possible for the train companies to offer it.
— If you are standing in the middle of nowhere and there is no possibility, they are not obliged to replace.
If you need accommodation or transport to accommodation due to the delay, you are also entitled to that. If the train company cannot arrange it, you can demand money afterwards.
— Find somewhere to live and take a receipt for it and demand compensation afterwards. It is important to advertise or complain as soon as possible, preferably in writing so that there is evidence, says Hanna Bornstedt.