Compensation for delays and complaints

Assessments are made in accordance with the Public Transport Passenger Rights Act (2015:953) and the EU Regulation on Bus Passenger Rights (181/2011).

These rules are based on the total length of the route operated by the vehicle you are travelling on, not the distance you personally travelled. Please note that the same route number may cover different route lengths depending on the specific departure.

• For routes under 150 km, the Public Transport Passenger Rights Act applies.
• For routes exceeding 150 km, EU Regulation (181/2011) on bus passenger rights applies.

Below you will find how the rules differ.

Conditions for Routes Under 150 km

Fare Reduction in Case of Delay

If you are delayed by more than 20 minutes, you are entitled to compensation through our delay compensation scheme, with refunds calculated as follows:

• 20–39 minutes: 50% of the fare paid
• 40–59 minutes: 75% of the fare paid
• 60 minutes or more: 100% of the fare paid

Calculating the Fare per Journey for Season Tickets

• 30-day season ticket: the total price paid divided by 22

If you are travelling with a season ticket, the compensation cannot exceed the cost of the ticket.

Compensation for Alternative Transport

If you are delayed by at least 20 minutes in reaching your final destination, or are likely to be, you may be entitled to compensation for alternative transport. This may include costs for a taxi, your own car, or other means of travel.

The cost of alternative transport must be reasonable, so please keep expenses to a minimum where possible. You can then apply for reimbursement of these costs afterwards.

Taxi or Alternative Transport

For taxi journeys, the maximum reimbursement is SEK 1,480 per receipt for journeys made in 2026.

If several passengers share a taxi, each person must pay separately and obtain their own receipt to be eligible for reimbursement.

To claim reimbursement for a taxi or other transport, the original receipt must be sent to:

Länstrafiken i Västerbotten AB
Reklamation
Box 158
SE-901 04 Umeå

Digital receipts are accepted if the passenger’s name is clearly stated and can be attached to the application form.

If using your own car, compensation is paid at SEK 25 per 10 km.

We ask that you submit your complaint within two months of completing your journey. If you were unable to do so within this period, please submit your complaint as soon as possible and explain the reason for the delay.

Please note that the card number must always be provided if you travelled using a travel card. Single tickets, taxi receipts, or other expense receipts must be submitted in original form to Länstrafiken.

With a Resplus ticket, you can be confident of reaching your final destination. The companies within Resplus jointly take responsibility for resolving any issues caused by service disruptions and ensure that you complete your journey.

In the event of a delay, please contact the bus driver (or onboard train staff), who will assist you as best as possible, for example by recommending a later connection or an alternative route. You can also contact customer service on: +46 771 100 110.

You can apply for Resplus delay compensation via the same contact details listed above.

What is not covered

• Länstrafiken i Västerbotten does not compensate for consequential losses caused by delays, such as parking fees, missed medical appointments, loss of income, or similar costs. We also do not cover missed flights, ferries, trains, or buses that fall outside our terms and conditions.
• You are not entitled to compensation if the delay was caused by circumstances beyond the operator’s control (force majeure), even if all reasonable measures were taken.
• No compensation is paid if planned timetable changes were announced at least three days before the day of travel on our website.
• You cannot claim both a fare reduction for delay and compensation for alternative transport.
• Some tickets are free of charge for certain passengers, such as school travel passes, paratransit tickets in Umeå Municipality, summer holiday tickets, and Skellefteå leisure travel passes. For these tickets, you cannot claim a refund of the ticket price in the event of a delay, but you may still be eligible for compensation for alternative transport such as a taxi or car.