The main features of A-Train AB’s and the Passenger’s reciprocal rights and obligations are regulated by legal regulations [2015:953] on the rights of public-transport passengers, Regulation (EC) No. 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations (PRR), and the Swedish Railways Act and other statutes.
Arlanda Express Travel Terms and Conditions (pdf)
Conditions of carriage
Summary of Arlanda Express General Conditions for passengers, checked-in baggage, etc.
You shall always be able to present a valid ticket for the journey. If you are travelling on an electronic ticket, you shall be able to prove it by presenting valid identification. Lost ticket will not be reimbursed. If a paper ticket is returned prior to commencement of travel, the train fare will be reimbursed. Arlanda Express has the right to refuse to transport any person who appears to be under the influence of alcoholic drinks or disturbs good order; and any person who, through his/her actions, puts at risk the safety of railway operations. A person refused transportation has the right to be reimbursed for the fare he/she has paid.
Baggage checked-in by an airline company, is transported by Arlanda Express due to agreements with respective airline. Claims are handled by respective airline.
Each traveller is responsible for his/her hand baggage.
As hand baggage, it is forbidden to bring:
- dangerous goods
- firearms, unless a vital part for the functioning of the weapon is removed and kept apart from the weapon
- other articles which may result in inconvenience or discomfort to fellow-travellers or Arlanda Express, or articles which may cause damage.
Dogs and other small pets may be transported in a cage or equivalent packing according to airline regulations and may be brought in specially assigned sitting areas. Guide dogs, however, as personal help for visually handicapped travellers, may be brought also in other sitting areas.
Personal injuries or damage to baggage
Arlanda Express is according to the Railway Traffic Act strictly liable for personal injury and simultaneous damage to carried baggage. Solely damage to objects, which Arlanda Express as an exception is liable for, is limited to half a base-amount. It is therefore recommended that you have your baggage insured before departure.
Arlanda Express will not compensate for damage you may sustain by getting on the wrong train or missing the time of departure. The same is applicable when not allowing yourself enough time margin for travelling to Arlanda. If your baggage causes any damage, you are obliged to compensate for the damage in accordance with the general tort law.
Packing of bulky goods
Checked-in bulky baggage, as for example bicycles and articles for sporting purposes, shall be packed in accordance with the norms of the airlines. Maximum allowed weight per piece of luggage is defined by the regulations of each airline company.
The bicycle does not need to be packaged. We recommend that the handlebars of the bicycle is turned so that they lie along the length of the bicycle.
Delays which may occur
Late departure – legal rights to compensation
If you intend to travel with Arlanda Express, according to the Swedish Act on the Rights of Public Transport Passengers (2015:953), you are entitled to compensation for other means of transport if the train you have planned to take is expected to be delayed by than more than 20 minutes. Under the Act, the maximum amount of compensation payable is SEK 1 163 (2019) per journey. If you have not purchased your ticket in advance, the compensation will be reduced by an amount equal to the price of a single ticket with Arlanda Express.
Late arrival – legal rights to compensation
In the event of a 20 min delay or more, you are entitled to the following compensation under the Act on the Rights of Public Transport Passengers (2015:953):
- In the event of a 20 min delay, we refund 50 percent of the ticket price
- In the event of a 40 min delay, we refund 75 percent of the ticket price
- In the event of a 60 min delay, we refund 100 percent of the ticket price
Late arrival – compensation under Arlanda Express travel time guarantee
If you are more than 25 minutes late to your station of destination, you may demand a new ticket trough Arlanda Express travel time guarantee.
Late arrival – compensation under Arlanda Express travel terms and conditions
If you get stuck on one of our trains for more than 50 minutes after the train has left the platform, Arlanda Express will take care of you and compensate as follows:
a) Refund the full price of your ticket
b) Compensation for reasonable costs incurred by rebooking a ticket for connecting transport
c) Compensation for reasonable costs of meals and non alcoholic beverages in proportion to your waiting time, as well as accommodation in a hotel or hostel when stays of one or more nights are necessary.
The maximum amount of compensation for these points is SEK 13 950 (2019). The amount of compensation we pay for food and beverages is based on the Swedish Tax Agency’s guidelines for expenses and standard deductions, a maximum amount of SEK 230 (2019) per day.
Delayed journey – ResPlus ticket?
For passengers travelling with a ResPlus ticket, the travel terms and conditions for a ResPlus journey apply in addition to the above. More info: https://forseningsersattning.resplus.se
Do you want to make a claim?
Please contact our Customer Services at: firstname.lastname@example.org or use the contact form. Please remember that you must contact us with your claim for compensation within three (3) months of completing your journey. Dont forget to keep your original tickets and receipts.
Information regarding passengers rights (pdf)