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!

Questions about Travel Passes

How does the Travel Pass work?

You purchase your Travel Pass on our website. When you have completed the purchase, the Travel Pass is e-mailed to you as an Aztek code. You show the same code for all of your journeys – smooth and simple.

You can also access your Travel Pass by creating an account at arlandaexpress.se, where you can also see your current balance.

Can I travel on my old travelcard?

Yes, you can continue to travel as usual on your existing and activated travelcard. When you have used all of your journeys, we will refer you to our new product, the Travel Pass. All new travelcard sales will be suspended when the Travel Pass is launched.

Is there a physical version of the Travel Pass?

We currently offer no physical version of the Travel Pass. The package of journeys is delivered to passengers in a digital format, and you can then either print the e-mail message or the attached PDF and use this as a physical ticket.

How can I check the balance of my travelcard when the old website has been closed down?

You can check your balance on our trains, at our ticket office at Stockholm Central Station or by e-mailing our customer service on arlandaexpress@atrain.se.

How do you refill a Travel Pass?

Travel Passes are sold in bundles of 12 or 24 journeys. When you have used all of the journeys in a bundle, you will be asked if you want to purchase new journeys. You will then receive a new Aztek code for your new journeys.

How can you see your Travel Pass balance?

You can easily view your current Travel Pass balance by creating an account at arlandaexpress.se. When creating an account, you must use the e-mail address you gave when purchasing the Travel Pass.

If you do not wish to or are unable to create an account, please contact our customer service on arlandaexpress@atrain.se, to receive help with your balance request.

I had an account on your old website – do I need a new account?

We have blocked access to our old website and hence to your previous account. If you want to easily keep track of your Travel Pass balance we recommend that you create a new account. It is quick and easy and requires just a few clicks.

If you have any questions about your old account, please contact our customer service on arlandaexpress@atrain.se.

Why are you making these changes?

We are digitalising our previous travelcard to offer passengers a smoother, simpler and more flexible product than previously. We have seen rising demand for digital tickets and have developed our Travel Pass solution and related services to meet the needs of our passengers.

How do I exchange my travelcard for a Travel Pass?

Just click here!

How long are the journeys valid?

Travel Passes are valid for 24 months from the date of purchase.

Can I share my Travel Pass with other passengers?

Travel Passes bought online are not personal and can be used by several passengers on the same journey, or shared between several people. The Travel Pass uses an Aztek code that the train attendant scans on each journey. Anyone with access to the code can use the journeys and it can conveniently be shared by e-mail.

Travel Passes bought in our app are linked to a customer-specific account and device, which makes them less flexible to share between passengers.

Please note that Travel Passes are sold in bundles of 12 or 24 journeys, and cannot be divided into smaller units. For example, if you are two people who wish to use the account you simply share the code.

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 399, 3 for SEK 499 and 4 for SEK 599. 

Do you have Norwegian Reward?

No, we have ended our collaboration with Norwegian Reward and are no longer a part of their loyalty program.

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?

Yes, but only via Mecenat membership at www.mecenat.com

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.