Frequently asked questions about your train journey
Here we have gathered some of the most common questions and answers about Arlanda express. If you have any other questions or need more information, please contact us. We are happy to help you!
Ticket purchases
Where can I buy tickets?
Tickets are available from numerous sources. However, if you wish to buy tickets included in one of our campaigns, you must buy your tickets from our website or using our app or vending machines.
Remember, every paying passenger aged 26 and over may be accompanied by children, under 18, at no extra cost.
I haven't received a ticket to my email. Why?
Try looking in your spam. If you still cannot find your ticket, you can contact our complaints department. Send an email to: claims@atrain.se.
Do you have any discounted tickets?
Of course. If you are a group travelling together we got 2 for SEK 379, 3 for SEK 479 and 4 for SEK 579.
How do I book using a voucher code?
Select if you are going to travel one way or return and then choose your travel date. Select the applicable ticket category for the voucher code. At checkout click the box Use discount code. Enter the code in the code field and then press Apply. The system will then remove the cost of the ticket.
Can I travel with an SL access card?
No, only Arlanda express tickets are valid on our trains.
Do you give discounts to students?
No, but we can recommend some of our discounted tickets. Read more about our tickets here.
Do you give discounts to pensioners?
Of course, if you are over 65 years old.
Or can present a certificate from either Försäkringskassan or Pensionsmyndigheten. Read more about our tickets here.
Do you give discounts to children or youths?
Yes, we do. You can bring children aged 0-17 for free when accompanied by a paying adult (aged 26 or above). However, any unaccompanied youth aged 8-25 will need to purchase a youth ticket
How do I add a ticket to Wallet on my iPhone?
If you have bought a ticket on our web, you can easily add the ticket to your Wallet. In your iPhone, click on the icon at the bottom of the e-mail you receive from us when you purchased your ticket on the web and select "add". Then open your Wallet app on your iPhone to view it.
Common questions about the app
Where/how do I download the app?
Go to Appstore or Google play. Our app is Arlanda express.
I am unable to download the app, since I have no mobile data.
You are welcome to use the free WiFi we offer under the ArlandaExpress name.
How do I pay for a ticket using the app?
You must have a debit or credit card, which can be used for online purchases, to buy a ticket using the app.
I get the following message: “unable to download the app at this time”.
It is difficult to say why, it could be an issue with Appstore/Google play, insufficient memory left on the phone making it impossible to download more apps, no internet connection, or no WiFi. This could be resolved by restarting the phone.
Why do I not receive a verification code?
Try waiting for a little while, it usually only takes a few seconds but sometimes it may take longer, which may depend on your service provider. It may also be that the notifications is turned off.
Your app does not accept my debit card, it worked fine a moment ago at Starbucks.
Both Swedish and international customers are often unaware that their cards could be blocked for use for online purchases. Check with your bank whether your card can be used for online purchases.
Do I have to choose a security code?
No, you only need a security code if you wish to save your debit/credit card in the app. But if you think you will use the app again, you will save time by having a security code as purchases will go much faster and more smoothly.
What does “card name” mean and do I have to fill anything in?
You can choose to skip this field. Some customers want to have several cards saved in the app, for example, one for private travel and another for business travel.
How long is a ticket bought via the app valid?
Tickets are valid for a period of 90 days from the purchase date.
Can I use the app on multiple devices?
No, the app can only be used on one device.
Can I purchase tickets using the app and send them to a friend?
No, the telephone must accompany the person travelling.
Why do I have to buy and activate the ticket prior to boarding the train?
Since the journey only takes 18 minutes, our train attendants cannot wait for you to complete your purchase when on the train.
How long is an activated ticket valid?
You have one hour in which to travel once the ticket has been activated.
The app won’t open when I mistakenly type in the incorrect security code three times.
Please contact our customer service for assistance. Send an email to: arlandaexpress@atrain.se.
Do I have to accept all the updates pertaining to the app?
Yes, ensure you have the latest updates to the app and the phone’s operating system to make sure the app works optimally. The app and the phone’s operating system will not always work together if one of them has an older version.
Can’t I download the app when on board?
We recommend that you download the app, buy the ticket and activate it prior to boarding the train. If you do not manage to do this on board, you will have to purchase a standard ticket.
I have lost my receipt for purchases via the app.
Don’t worry, it is easy to obtain a copy of the receipt using the following instructions.
Through the My Page tab the receipt can be resent. Click on Transactions and the transaction for which you would like a receipt. Then select Send as e-mail.
During and after your journey
How long is the journey to/from Arlanda?
18 minutes!
How many stops are there on route to Arlanda?
The train runs between Stockholm and Arlanda Airport. At Arlanda, the train stops first at Arlanda South (terminals 2, 3 and 4), the second and final stop is at Arlanda North (Terminal 5).
Do you have any travel-time guarantee?
Yes, probably the best travel-time guarantee in Sweden. For the complete terms and conditions for our travel-time guarantee read more here.
How do I lodge a claim regarding a journey?
If you should be so unfortunate as to suffer a delay, please contact our Refunds & Claims department at: claims@atrain.se.
What do I do if I forget something on the train?
If you have forgotten something, it is highly likely that one of our service-minded train attendants will have taken care of it for you. Please contact Customer Service for assistance. Send an email to: arlandaexpress@atrain.se.
I have lost my receipt for purchases via the website.
Please contact Customer Service for assistance. Send an email to: arlandaexpress@atrain.se.
Do I have to pay a station fee at Arlanda Airport?
No, we do not have a fee for passing to and from our trains and the airport terminals at Arlanda Airport.
May I bring an animal on board?
Of course your furry little friend is welcome. If you are travelling with a dog or other small pet, these can be kept in a cage or carrier in accordance with your airline’s rules and regulations. When bringing an animal with you on your travels, we would request that you sit in the middle carriages, which are marked with an animals permitted decal to ensure that allergy sufferers are not disturbed. These rules do not apply for guide dogs, which are naturally permitted in all carriages.
What are the opening times for the Arlanda express ticket office at Stockholm Central Station?
Mon - Sun 6:00 a.m. – 8:00 p.m.
How do I get to the Arlanda express when Stockholm Central Station is closed?
The entrances from Vasaplan/Östra Järnvägsgatan 15 and Kungsbron 1 are always open when our trains are running.
How do I obtain a refund on an unused ticket?
Your ticket are rebookable and refundable during the validity period. Send an email to: claims@atrain.se.
Can I purchase a ticket on board the train?
Yes, you can buy a ticket on the train. Please note that we have a boarding fee of SEK 100. We are cash-free on board our trains.