Frequently Asked Questions
Booking and Tickets
If you have chosen "E-ticket", check to make sure the E-ticket isn't in your spam folder. SMS tickets are sent 24 hours prior to departure. If you still haven't received your ticket, email us at firstname.lastname@example.org or call us at +46 771 26 00 00. If our customer service is closed, bring your booking confirmation to the train and talk to the train staff before boarding.
If you have chosen "Snälltågets E-ticket" you will not receive a separate ticket. Your booking confirmation serves as a ticket.
We recommend that you book seat 19 or 20 in coach 10 (Comfort Seat), since these chairs can be turned around. You can book these seats using the seatmap on our website.
Snälltåget offers assistance for boarding and disembarking the train. Pre-order at least 24 hours before departure by calling +46 771 26 00 00. Snälltåget does not provide assistance at the station to and from the train or between trains.
For help and assistance on board the train, please contact us 24 hours prior to departure by calling +46 771 26 00 00.
If you have problems booking a ticket on our website, it might help to try a different browser. Our website supports the following browsers:
- Android: Chrome och Firefox (Nexus 4 och Nexus 7)
- iOS: Safari och Chrome iOS (iPhone 4, iPhone5, iPad 3 and iPad mini)
- Windows Phone: Internet Explorer Mobile v 10 (Lumia 920)
- Windows 7 och 8: Internet Explorer v 8, 9, 10 och 11, Chrome v 10, Safari v 5, Firefox 16 or later
- Mac OS X 10.8 och 10.9: Chrome v 10, Safari v 5, Firefox 16 or later
- Linux Ubuntu 12.04: Firefox 16 or later
We offer up to 19% discount to our students and young adults. This discount applies to 2nd class tickets and berth in couchette. Choose "Student" instead of "Adult" in the first step of the booking.
The following cards gives you a discount as a student:
We offer up to 19% discount to seniors, aged 60 or more. This discount applies to our 2nd class tickets and berth in couchette. Choose "Senior" instead of "Adult" in the first step of the booking.
Click here to find a time table and some more information about our departures to Berlin.
Delays and Cancellations
If you are more than 60 minutes you can choose one of the folloing alternatives:
A) You can cancel your trip and get your money back.
B) If you choose to continue the journey and the train ends up with a delay between 60-119 minutes on arrival, you receive 25 % of the ticketprice as a cash refund. If the train is more than 120 minutes late, you get 50 % of the ticketprice as a cash refund. Please use this form to apply for compensation for delay.
If you have booked a refundable ticket, you can cancel your ticket before departure and receive a refund. For our night trains, cancellation must be done at least one day before the departure date. 75 % of the ticket price will be refunded. For private compartments on night trains, 90 % will be refunded if the ticket is cancelled 45 days before departure.
If you booked your ticket through Snälltåget and want to cancel it, send us an email to email@example.com with your booking number. If you booked your ticket through a different reseller, contact the reseller to cancel your ticket.
If you have a Resplus ticket, valid all the way to your final destination, we help you with information and if necessary re-routing to the next connection. If it is the last connection of the day, we arrange taxi or hotel. If you do not have a Resplus ticket that takes you all the way, we cannot help you with more than information regarding the next connection.
You can bring the following hand luggage:
- one item, maximum dimensions 55x40x23 cm and
- one item, maximum dimensions 80x50x35 cm and
- a small personal item, for example a purse.
Yes, but you have to fold your stroller before boarding the train as the doors and passageways are narrow.
Yes, there are special family places that you can book. These are close to the microwave for baby food, space for prams and toilet with baby changing facilities.
Pets are very welcome onboard our day trains, however subject to space availability in our lounge that is reserved for animals. When booking your ticket, always remember to choose ”Animals allowed.” In consideration to passengers with allergies, pets are not allowed to travel in other areas of the train.
Do you want to bring your pet onboard the night train? Contact customer service at firstname.lastname@example.org.
It is not possible to bring bycycles on board our trains, due to lack of space.
Our coaches are not in level with the platform. The height difference is approximately 65 centimetres and we do not have lifts to take you to the doors of the train, so you have to be able to get there yourself. Wheelchairs need to be folded and treated as luggage. The doors are approximately 60 centimetres wide and inside the train, there are passageways that are 45 centimetres wide. The lavatories are narrow and not adjusted to wheelchairs.
Our restaurant, affectionately known as Krogen (The Pub), is usually located in the middle of the train. Krogen runs in all of our departures except for Malmö-Berlin and Berlin-Malmö, where instead we recommend a visit at the restaurant and café on board the Stena Line ferry, FS Sassnitz. Have a look at our menu!
No, it is not possible to make a reservation in our restaurant.
After the Journey
Contact us by using this form and we will let you know if we find the item.
If you travelled with Snälltåget and arrived 60 minutes delayed or more, you can apply for compensation using this form.