General travel conditions

1-6. Introductory provisions

1.VR’s and the passenger’s mutual rights and obligations are principally governed by the provisions of:

REGULATION (EC) No 1371/2007 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 23 October 2007 on rail passengers’ rights and obligations, as well as:
The Rail Traffic Act and other regulations.

Further provisions of relevance for international rail passengers can be found in:

the Act on International Rail Traffic; and
the Convention concerning International Carriage by Rail (COTIF) – Uniform rules concerning the Contract for International Carriage of Passengers and Luggage by Rail (CIV).

2.These General Terms and Conditions also apply to all transport agreements concerning the carriage of passengers by rail entered into with VR. The General Terms and Conditions also apply in the event that VR uses another means of transport, rather than train, to carry out the agreed carriage.

In cases where the General Terms and Conditions differ from mandatory provisions in law or other enactment, they shall have no effect on the passenger.

For international rail passengers, the General Conditions of Carriage for Rail Passengers (GCC-CIV/PRR), adopted by the International Rail Transport Committee (CIT), also apply.

3.VR is one of the transport companies involved in the so-called Resplus collaboration (a “Resplus company”).

A Resplus trip (“Resplus trip”) is a journey by train, bus or other means of travel with a Resplus company, combined with such travel with one or more other Resplus companies, provided a non-season (standard) ticket has been issued for the combined trip identified as Resplus. One such ticket, a so-called Resplus ticket, applies for one Resplus trip. A combined trip, underta ken on the basis of a seasonal travel document (e.g. an annual season ticket) which has been identified as Resplus, is also a Resplus trip if it is carried out in a single and immediate context with reasonable connection times1 . One such travel document, a Resplus ticket, is valid for multiple Resplus trips.

Clauses 16 - 18 of these General Terms and Conditions contain the terms and conditions of travel for Resplus trips. The Terms and Conditions of Travel for Resplus trips are common to the transport companies involved in the Resplus collaboration and govern VR’s liability for late running trains and other service disruptions in connection with Resplus trips (issues related to the Arrival Guarantee).

Reasonable connection times follow from Samtrafiken’s timetables published on www.samtrafiken.se. Search results displayed on www.resrobot.se include reasonable turnaround times.

VR’s liability under the Terms and Conditions of Travel for Resplus trips is broadly similar to VR’s liability under these General Terms and Conditions for late running trains and other service disruptions for travel which are not Resplus trips._

4.However, the General Terms and Conditions do not apply to carriage consisting of travel on another railway undertaking’s/carrier’s train and/or carriage by road or other means of transport, if VR, as displayed on the ticket for the journey, has only sold the trip as a distributor on the named carrier’s behalf. For such trips, the terms and conditions of carriage of the carrier concerned apply.

5.VR is liable for any sub-contractors which VR engages to fulfil its customer commitments. The operator of the rail infrastructure on which the transport is carried out shall be considered as such a sub-contractor.

6.The General Terms and Conditions are available on VR’s website www.vrresa.se.

CARRIAGE OF PASSENGERS

7. Duty of carriage and right of carriage

7.1 VR is obliged to transport a passenger who has a valid ticket in accordance with the terms of the ticket. Such a passenger has a right of carriage by the means of transport in question.

All passengers, regardless of ticket (including season tickets, commuter tickets and clip cards), must book a seat before departure. Passengers who have not booked a seat may be denied travel if there is no available seat. VR does not accept standing passengers. Reservations can also be made on board, but only if space is available.

7.2 Passengers with functional disabilities or reduced mobility have the same rights as other passengers. Special services are provided to make train travel accessible to as many people as possible. More information is available on the VR website www.vrresa.se

7.3 A passenger is entitled to assistance if reserved prior to travel in accordance with the general terms and conditions for assistance on VR’s website www.vrresa.se.

7.4 A passenger who, upon commencing or during the course of his or her trip: a) appears intoxicated or disturbs the peace or inconveniences other passengers in a manner that cannot be tolerated; or

b) through his or her behaviour jeopardises or is likely to jeopardise the safety of the operation of the means of transport; or

c) does not comply with instructions from on-board staff on duty; or

d) does not have a valid ticket for the trip, or part thereof, and refuses to immediately pay, when this is possible, on the means of transport, the full ticket price, or part thereof, for the trip and, where applicable, the surcharge specified in clause 8.9; or

e) brings luggage or animals not allowed in accordance with clauses 10 and 11, loses his or her right of carriage and shall leave the means of transport if the on-board staff so decides.

7.5 The person who has lost their right of carriage and is obliged to leave the means of transport in accordance with clause 7.4 (a), (b), or (c), is not entitled to a refund of the ticket price paid for their trip or, where the carriage has commenced, the difference between the price of the ticket and the price for the distance already travelled.

The person who has lost their right of carriage and is obliged to leave the means of transport in accordance with clause 7.3 (e), is entitled to a refund of the price of the ticket or, where the carriage has commenced, the difference between the price of the ticket and the price for the distance travelled.

For persons travelling on a season ticket, the amount refunded shall be a proportion of the price of the season ticket.

8. Tickets

8.1 Information about VR’s different tickets and the obligation to have a valid ticket and identity document, respectively, are set out in VR’s from time to time applicable Terms and Conditions of Purchase. These are available on www.vrresa.se.

A valid travel document is either a valid (non-season) ticket or a valid season ticket.

8.2 Unless otherwise specified, a non-season ticket shall contain details regarding:

a) the carrier or carriers (VR or other railway undertaking) with whom the passenger has entered into a contract of carriage);

b) the ticket’s period of validity;

c) the means of transport and class, where applicable, and seat reservation on the means of transport;

d) the name of places of departure (stations, terminals, stops or other interchanges) and places of arrival;

e) the ticket price for the trip;

f) timetabled departure times and arrival times;

g) any discount categories (e.g. child, young person, student or senior citizen); and

h) the passenger’s name on personal tickets (a), (b), (c) and (h) above also apply to season tickets

8.3 During their trip, the passenger must, while on-board the means of transport, be in possession of a valid ticket for the trip.

8.4 If the passenger is informed, when purchasing his or her ticket or through information at the interchange or otherwise, that the ticket must be validated in a ticketing machine within or outside the means of travel, the passenger is deemed to lack a valid ticket unless the ticket has been validated.

8.5 Discounts may be available for various passenger categories. The categories for travel on discounted tickets are set out in VR’s Terms and Conditions of Purchase.

8.6 Some tickets, such as clip cards and group tickets, are impersonal. The passenger concerned shall demonstrate their right to travel by presenting an acceptable, valid identity document at the request of the on-board staff. The same applies to passengers travelling on discounted tickets. Such a passenger must also be able to demonstrate acceptable proof (e.g. student ID card, so-called certificate of entitlement or Senior Railcard) of his or her right to a discount. Accompanying children travelling with an adult, and unaccompanied children under the age of 16 are exempt from the requirement for ID documents, unless the child needs to prove his or her age in order to travel on a discounted ticket. If the right to travel or discount cannot be proved, the passenger is considered to lack a valid ticket. The provisions of clause 8.8 shall then apply.

8.7 A ticket that has been subject to unauthorised changes is invalid and will, where applicable, be seized by the on-board staff.

8.8 A passenger who does not have a valid ticket must, where possible, purchase a ticket for the price applicable to purchases on the means of transport. VR Snabbtåg also has the right to charge a surcharge (inspection fee) in accordance with the Act (1977:67) on Surcharges in Public Passenger Transport. The inspection fee is SEK 1,500. The inspection fee can be paid on board via the payment methods available.

8.9 A ticket may only be returned for repurchase by the passenger as set out in VR’s Terms and Conditions of Purchase or as otherwise set out on the ticket. The provisions in their entirety can be found on VR’s website www.vrresa.se.

8.10 A lost ticket will be replaced in accordance with VR’s Terms and Conditions of Purchase. The provisions in their entirety can be found on VR’s website www.vrresa.se.

8.11 A reservation for a numbered seat entitles the passenger to that seat ahead of other passengers who do not have a reservation for the same seat.

9. Rules of conduct

9.1 Smoking is not permitted on the train.

9.2 Passengers may not consume their own alcoholic beverages on-board the train. Alcohol purchased on-board must be left on the train when alighting.

9.3 The loudness of conversation, noise from e.g. a radio, media, mobile phone etc. must be kept at a level that does not disturb other passengers. Passengers shall keep quiet between the hours of 22:00 and 07:00 so that other passengers are able to sleep.

9.4 Passengers must not board or alight from a train that is in motion. Passengers are also prohibited from opening carriage doors when the train is in motion. Passengers are only allowed to board or alight from the train when it is standing on a platform.

10. Luggage

10.1 The passenger may, free of charge, take a luggage items that are easy for him/her to carry, of reasonable circumference and may be stowed in a designated area or appropriate space.

A guideline for what constitutes luggage of reasonable circumference is 1 piece of luggage measuring 800 x 500 x 35 mm and weighing no more than 20 kg. A smaller bag (handbag, laptop etc) is also permitted.

10.2 Anyone wishing to bring other luggage shall, when purchasing their ticket, apply for and be provided with information regarding the current terms, which are available on VR’s website www.vrresa.se. Information only applies to the relevant trip.

10.3 Stroller, walkers, wheelchairs, powered wheelchairs or similar aids are permitted if space allows. Pushchairs shall be folded and stowed in a designated area. Mobility scooters are permitted if space allows. A space must be reserved prior to departure in connection with booking the ticket.

Where a passenger wishes to take a wheelchair, walking, powered wheelchairs or similar aids on-board the train during their journey, the passenger must ensure, prior to booking a ticket, that the aids is of a length, width and weight that may be taken on-board and used in the train.

The following restrictions apply on-board trains. Width: 800 mm, length: 1200 mm, weight: 350 kg. The applicable ground clearance must be a minimum of 50 mm.

10.4 Bicycles (including electric bicycles), electric scooters, electric mopeds and similar vehicles cannot be brought on-board. This is due to security and operative reasons.

10.5 It is not permitted to bring the following types of luggage onboard:

a) hazardous goods such as explosives and flammable materials and liquids or toxic, infectious or corrosive substances;

b) weapons, unless the barrel, or another essential component of the weapon has been removed and is kept separate from the rest of the weapon, which must be stored in a case; and

c) articles and liquids that may cause inconvenience or pose risk of injury to fellow passengers or VR.

d) special luggage/sport accessories such as golfbags, SUP-boards or similar equipment.

10.6 The passenger is responsible for his or her luggage throughout the journey, even when the luggage is not under direct supervision. VR's liability for luggage is regulated in accordance with clause 12.

10.7 VR will take lost property into safekeeping. Lost property not claimed within three months of the date of discovery will be given away or discarded. A fee is charged for handling and shipping lost property. Further information is available on VR’s website www.vrresa.se.

11. Pets

11.1 Anyone wishing to bring other pets on-board shall, when purchasing their ticket, apply for and be provided with information regarding the current terms, which are available on VR’s website www.vrresa.se. Information only applies to the relevant trip.

11.2 On board VR's trains there are a limited number of seats (car D seats 191-198) intended for those travelling with their pets. When booking, pets must therefore be added in connection with the purchase of a ticket. When these seats are fully booked, no more pets can be taken on the relevant departure. Guide dogs and service dogs may be carried without seat restrictions and the passenger may sit anywhere on the train.

During the trip, pets, such as dogs and cats, must be placed on the floor or in the seat . Smaller pets, such as rabbit, guinea pig, hamster and mouse, should travel in bag / cage and placed on the floor under the seat. The dimensions for bags / cages under the seat are 40x22 cm. If an extra seat has been booked, the pet/ bag / cage can be placed on the seat with a carrying protective surface on the seat.

11.4 Animals other than pets may not be included. VR determines what should be considered a pet under these General Terms and Conditions. Normally dogs, cats, rabbits, guinea pigs, hamsters and mice are allowed to travel with VR. Small animals should travel in bag / cage.

11.5 VR is entitled to charge a special fee for pets to be brought on-board.

VR ’S LIABILITY

12. Liability for personal injury and damage to property

12.1 VR is liable when a passenger is injured or killed (personal injury) and when the passenger’s luggage, pet or other personal belongings are damaged or lost (damage to property) as stipulated by law. The same applies to compensation for the damage or injury.

12.2 As a main rule, VR is strictly liable, under current legislation, for personal injury suffered by a passenger as a result of railway operations while on, boarding or alighting from a railway vehicle. The same applies to damage to property arising in connection with the personal injury.

12.3 If damage to property arises without connection to personal injury, VR is only liable for the damage if VR caused the damage through negligence.

12.4 The liability for damage to property is limited to half of the price base amount (SWE: prisbasbelopp) pursuant to Chapter 2 Section 7 of the Swedish Social Insurance Act, unless VR has caused the damage through intent or gross negligence.

12.5 If the passenger wishes to claim compensation for personal injury or damage to property, they should report the injury or damage to the on-board staff if possible. Claims for compensation shall be made in accordance with clause 21.

12.6 If a passenger is killed or injured, VR shall, without delay, and in any event not later than fifteen days after establishing the identity of the person entitled to compensation, make such advance payments as may be required to meet the immediate economic needs of the injured passenger or their next-of-kin, on a basis proportional to the damage suffered. In the event of death, VR shall, in accordance with EU Regulation 2021/782 and COTIF/CIV, make an advance payment of at least EUR 21,000 (or the equivalent amount in SEK) to the next of kin of the person entitled to compensation.

An advance payment shall not constitute recognition of liability and may be offset against any subsequent sums paid but is not returnable except where the damage was caused by the negligence or fault of the passenger or where the person who received the advance payment was not the person entitled to compensation.

VR ’S LIABILITY FOR LATE RUNNING TRAINS AND OTHER SERVICE DISRUPTIONS (NOT RESPLUS TRIPS)

13. Assistance and damage in the event of service disruptions

13.1. VR is liable to the passenger for late running of a train, cancellations or other service disruptions in accordance with the provisions of this clause 13.

Late running means that arrival at the passenger’s final destination takes place at a later time than stated in the transport agreement or, if the arrival time is not specified there, the published timetable.

13.2 VR shall be released from this liability when the service disruption can be attributed to a fault or negligence on the part the passenger, such as when the passenger misses the departure time of the means of transport, boards the wrong means of transport or part thereof, or does not alight from the means of transport at their place of connection or final destination. However, if the passenger is able to show that their action was caused by incorrect information fro VR delivering the service, its personnel, timetable or signage, or incorrect information on the ticket itself, the passenger has the same right to assistance and compensation as they has under this clause 13.

13.3 Assistance means, as further described below, that VR shall take reasonable care of the passenger during the trip and ensure that the passenger, if they so wishes, as soon as possible reaches the final destination for his or her journey with VR and, as further described below, provide, where appropriate, the passenger with compensation for reasonable costs for food and drink as well as for accommodation, and necessary costs of providing persons waiting for the passenger with information (damages). Damages are not paid for loss of value, such as loss of income or other financial values, or for non-pecuniary or consequential damage.

13.4 Assistance shall be provided as follows, a) Information: In the event of delayed or cancelled travel, VR shall provide the passenger with information regarding the expected departure and arrival times as soon as such information is available.

Cash compensation can be granted as follows: Where the delay from the station of departure or to the station of arrival is 60 minutes or more, passengers shall be reimbursed for the costs of necessary telecom messages to inform persons waiting for the passenger.

Compensation is provided even if the passenger, as a result of the delay, completely cancels his or her trip.

b) Alternative carriage eg to the final destination when travelling with VR: In the event the passenger cannot commence or complete his or her journey, or if the journey to the final destination will be delayed by more than 60 minutes and the passenger chooses not to cancel the journey, VR shall, as soon as possible, organize alternative carriage for the passenger. Such carriage may also take place by means of transport that do not belong to VR.

There is no obligation to arrange alternative carriage by taxi.

If alternative carriage cannot be arranged and carried out within a reasonable period of time, VR shall offer the passenger free travel, combined in the same way as the original journey, as soon as possible on the same day or on a later day of the passenger’s choosing.

The passenger is not entitled to compensation for costs of alternative travel arranged by the passenger himself/herself.

c) Food, drink, accommodation etc.: Where the delay from the first station of departure or to the final station of arrival is more than 60 minutes VR shall offer the passenger food and drink to an extent that is reasonable considering the length of the delay, if it is available on the means of transport or conveniently obtainable at the interchange. The same shall apply to accommodation and, if necessary, transport to the place of accommodation, if the passenger, as a result of the delay, misses the last timetabled connection of the day to the passenger’s final destination, unless VR offers replacement travel on equivalent terms.

Food and drink, or accommodation, are not offered if the passenger cancels his or her trip. However, this shall be offered on the terms above if the passenger is on a return journey after the original journey has been declared meaningless (of no use) as stated in clause 14.3 (b).

Cash compensation can be granted as follows: Where the delay from the station of departure or to the station of arrival is more than 60 minutes, passengers shall be reimbursed, against presentation of receipts or similar, for reasonable additional costs for food and drink, as well as for reasonable additional expenses for accommodation and, if necessary, for transport to the place of accommodation.

If the passenger is offered food and accommodation, as well as transportation, free of charge, compensation will not be paid for the corresponding costs.

Additional expenses for food and accommodation, as well as transportation, will not be refunded if the passenger cancels his or her ticketed travel. However, such expenses will be refunded on the terms above if the passenger is on a return journey after the original journey has been declared meaningless (of no use) as stated in clause 14.3 (b).

d) Disabled passengers: VR shall, in particular, ensure that disabled passengers, in the event of a service disruption, are provided assistance to board a departing means of transport, change to a connecting means of transport, or alight from an arriving means of transport.

14. Refunded tickets in the event of a service disruption and the passenger's right to rebook

14.1 VR is liable to the passenger for refunding the ticket price (price deduction) for late running of a train, missed connections or other service disruptions, as well as for a quality defects, in accordance with the provisions of this clause 14.

14.2 VR shall be released from this liability when the service disruption was known to the passenger through information received before purchasing his or her ticket, or if the passenger, despite the service disruption or after rebooking, arrives at the final destination station on time or with a delay of 60 minutes or less. Or when the service disruption is due to a fault or negligence on the part of the passenger, such as when the passenger misses the departure time of the means of transport, boards the wrong means of transport, or does not alight from the means of transport at their place of connection or final destination.

14.3 Refunds and rebooking shall be allowed on the following terms:

a) Quality defect (public order and hygiene etc.): If the passenger experiences discomfort or inconvenience during the trip as a result of such a lack of service, equipment, public order or hygiene in the means of transport for which VR is liable, VR shall refund a reasonable proportion of the ticket price. Compensation is not paid for discomfort or inconvenience which passengers cause each other.

b) Lack of assistance: Where VR has not been able to offer alternative carriage, via a scheduled or other replacement service, in accordance with clause 13.4 (b) (Alternative Carriage).

c) In the event of cancelled travel and/or when the journey has become meaningless (of no use): If it is reasonably likely that the arrival at the final station of destination will be delayed by 60 minutes or more and the passenger has not chosen to continue the journey in accordance with clause 13.4 (b) above (Alternative Carriage), the passenger is entitled to compensation corresponding to the full ticket price, on the terms and conditions that applied at the time of purchase, for the part or parts of the trip not completed and for the part or parts of the trip already completed, if the journey has become meaningless (of no use) with regard to the passenger’s original travel plan. The passenger shall also receive a free return trip to the first station of departure as soon as possible, if relevant.

If the trip has only partly become meaningless (of no use), a reasonable proportion of the ticket price shall be refunded. In such case, there is no entitlement to a free return journey.

A trip shall be deemed meaningless (of no use) if the passenger has chosen to cancel his or her trip and returned to the place of departure or returned to the place of departure no later than by the first connection 30 minutes after arrival at the original final destination. The entire ticket price will also be refunded if the trip does not commence, due to the trip becoming meaningless (of no use). The right to a refund under the preceding paragraphs in this point (a) does not apply to holders of valid season tickets.

d) Rebooking: If it is reasonably likely that the arrival at the final station of destination will be delayed by 60 minutes or more and the passenger has not chosen to continue the journey in accordance with clause 13.4 (b) above (Alternative Carriage), the passenger is entitled, instead of a refund, to request rebooking to another train service to the final destination as soon as possible, or on a later date suitable for the passenger, and on equivalent terms and conditions of carriage.

e) Travel-time-guarantee: If a passenger, when travelling on an VR train, suffers a delay between the station of departure and station of destination indicated on the ticket, for which the ticket price has not been reimbursed in accordance with clause 14 above, the passenger has the right to compensation from VR as set out below, without thereby waiving his or her right to carriage.

A passenger with a non-season ticket, is always entitled to request and receive cash compensation for the delay as follows:

25 percent of the ticket price for a delay of 60 - 119 minutes.
50 percent of the ticket price for a delay of 120 minutes or more.

Travelers who have a commuter card or clip card and who have repeatedly experienced delays or cancellations during its validity period may request compensation in accordance with the following compensation provisions:

1 Class Plus ticket (annual card, half year card, monthly card or clip card ticket): SEK 115 for a delay of 60 - 119 minutes and SEK 230 for a delay of 120 minutes or more.
Flex ticket (annual card, half year card, monthly card or clip card ticket): SEK 105 for a delay of 60 - 119 minutes and SEK 210 for a delay of 120 minutes or more.

VR shall not be obliged to pay compensation if it can be proven that the delay, missed connection or cancelled journey was directly caused by or was by its nature associated with the following:

(i) extraordinary circumstances not connected with the operation of the railway, such as extreme weather conditions, major natural disasters or major public health crises, the consequences of which the railway undertaking could not have avoided or prevented even if the railway undertaking had exercised the care required by the circumstances.

(ii) fault or negligence of the passenger (see also point 13.2).

(iii) the conduct of third parties, such as persons on the track, cable theft, emergencies on board, law enforcement activities, sabotage or terrorism, the consequences of which the railway undertaking could not have avoided or prevented even if the railway undertaking had exercised the care required by the circumstances. Strikes carried out by staff of the railway undertaking, actions or omissions of other undertakings using the same railway infrastructure and actions or omissions of infrastructure managers and station managers shall not be covered by the exception referred to in point (iii) of the first subparagraph.

15. Payment of compensation

15.1 Compensation shall be paid to the traveler after VR has received the traveler's request for compensation. If the trip has been paid for with a bonus, the compensation will be paid in bonus unless the traveler specifically requests a cash compensation.

15.2 When compensation is payable to the passenger under the Terms and Conditions of Travel in the form of a refund of the ticket price, such compensation shall be calculated on the trip as a whole. The compensation of the ticket price shall not be reduced by financial transaction costs such as fees, telephone costs or stamps.

15.3 The minimum amount for payment of compensation is the amount that at the time of payment corresponds to 4 EUR in SEK, rounded up to the nearest ten kronor. This amount is based on the provisions of the EU Regulation.

VR’S LIABILITY FOR LATE RUNNING TRAINS AND OTHER SERVICE DISRUPTIONS (RESPLUS TRIPS)

For Resplus trips, the Resplus company delivering the service – i.e. the Resplus company on whose section a delay, absent connection, cancellation or other service disruption occurs – is liable to the passenger for the service disruption as further described in clauses 16 - 18 below.

In addition to its liability for Resplus trips, VR is liable for service disruptions on its own sections as further described in clauses 13 - 16 above.

16. Resplus/Arrival guarantee

16.1 When purchasing a Resplus trip (Resplus ticket) or a combined season ticket with several different operators, the respective operator's travel conditions apply for each leg. For Resplus, a Kom-Fram-Guarantee etc. is also offered through Resplus travel conditions, see www.samtrafiken.se/tjanster/resplus/resplus-for-resenar/.

17. Refund of ticket price in connection with an arrival guarantee

17.1 The refund obligation may relate to all or part of the ticket price for the Resplus trip, see www.samtrafiken.se/tjanster/resplus/resplus-for-resenar/.

18. Claims

18.1 Information on how and where passengers can claim compensation from the Resplus company delivering the service are provided by such company’s contact person, customer services or similar function, its manned points of sale or any of its on-board staff. Information is also available on Samtrafiken’s website (www.samtrafiken.se).

18.2 Clause 20 contains provisions on complaints and the presentation of compensation claims against VR, which, where applicable, also apply to complaints about Resplusresa.

THE PASSENGER’S OBLIGATIONS

19. Damage caused by the passenger and it's luggage or pet

19.1 The passenger is liable for any damage and costs that they causes VR or other passengers by disturbing the peace or endangering the safety of the operation of the means of transport or otherwise by causing damage.

19.2 The passenger is liable for any luggage or pets that they brings with him or her and for any damage caused by luggage or animals. This liability also applies where the item in question is stowed in such a way that the passenger cannot keep it under direct supervision.

COMPENSATION

20. Claims for compensation against VR

20.1 Information on how and where passengers can claim compensation from VR is provided or conveyed by VR’s on-board staff. Information is also available on VR’s website www.vrresa.se.

The request for compensation must be received by VR no later than 30 days from the date on which the trip should have taken place. After this time, the right to compensation may lapse.

20.2 Assistance under clause 13.4: If a passenger wishes to make a claim regarding circumstances that give the passenger a right to compensation or assistance under these General Terms and Conditions, they should primarily refer to the on-board staff. The on-board staff shall, at the passenger’s request, certify on the ticket (if the passenger has printed out the ticket), or in another written document, that the train was delayed, that the delay resulted in a missed connection or that the connection was cancelled.

If the on-board staff are not available or where the on-board staff are unable to decide on compensation, the passenger can direct their claim to VR. This is preferably done via www.vrresa.se.

A passenger who alleges that an agreement regarding compensation has been entered into between the passenger and the on-board staff, or staff at a manned point of sale, which goes beyond the terms stipulated in these Terms and Conditions of Travel must be able to substantiate this allegation by such agreement being noted on the ticket (in the event the passenger has printed out the ticket) or on another written document.

20.3 Refunds and rebooking (see clause 14): If a passenger wishes to claim compensation for service disruption or quality defects under these General Terms and Conditions, such claims shall be submitted to VR after the journey has been completed.

20.4 Personal injury and damage to property (see clause 12): If a passenger wishes to claim compensation for personal injury or damage to property under these General Terms and Conditions, they shall direct the claim to VR.

20.5 The passenger loses his or her right to compensation for service disruptions and personal injury or damage to property if he or she does not bring an action within the periods of limitation specified in law. By law, the period of limitation for compensation for service disruption is one year and for personal injury and damage to property three years.

20.6 The traveler loses his or her right to compensation for traffic disruption if the traveler provides false or incorrect information.

PERSONAL DATA

21. Processing of personal data

21.1 VR is the data controller for the processing of the passenger's personal data. Further details about how we process personal data and passengers’ rights under data protection legislation are available in our privacy policy on www.vrresa.se.

COMPLAINTS

22. Making a complaint

22.1 Information on how passengers can make a complaint can be found on VR’s website www.vrresa.se.

22.2 Private passengers have the opportunity to appeal the responses they have received from VR Snabbtåg by forwarding the complaint to one of the approved alternative dispute resolution bodies established in the EU member states. The European Commission has set up an alternative dispute resolution platform online that provides easy access to alternative dispute resolution.

22.3 In other cases, article 23 below regarding dispute resolution will apply.

DISPUTE RESOLUTION AND PERIOD OF LIMITATION

23. Dispute resolution and period of limitation

23.1 Any disputes relating to the interpretation and application of these General Terms and Conditions shall be settled in the general courts.

23.2 As set out in clause 21.5, the passenger loses his or her right to compensation for service disruptions and personal injury or damage to property if he or she does not bring an action within the periods of limitation specified in law. By law, the period of limitation for compensation for service disruption is one year and for personal injury and damage to property three years.

23.3 If the passenger has requested that the National Board for Consumer Disputes (Swedish: Allmänna reklamationsnämnden, ARN) shall try a dispute it has with VR concerning a claim for compensation under these General Terms and Conditions or otherwise, and this is done within the period of limitation applicable to the claim, VR and the passenger shall await ARN’s decision before initiating proceedings in court. Where a decision by ARN is given after the expiry of the period of limitation for the claim, a party may still initiate proceedings in court within three months of the date of such decision. The other party may only object on the grounds of limitation if the proceedings are initiated after this deadline.

ENTRY INTO FORCE

24. Period of vality of the general terms and conditions

24.1 These General Terms and Conditions enter into force on October 9th 2025.

VERSION MANAGEMENT
1. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 15/12/2014
2. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 14/04/2015
3. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 11/05/2017
4. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 15/04/2019
5. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 05/03/2020
6. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 09/22/2021
7. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 03/18/2022
8. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 17/06/2022
9. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 18/04/2024
10. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 2024-08-26
11. General Terms and Conditions for the Carriage of Passengers by Rail, effective from 2025-10-09