How can I get in touch with you?
You can find the answers to common questions below on this page.
You can also email your question/issue to firstname.lastname@example.org or send a message via Facebook Messenger. We are available every day between 08:00 and 21:00.
If you experience a problem on board, you should always contact the train staff.
To apply for compensation for delay, open the booking in My Journey and press the button "Delayed?". The button is visible after you have completed all journeys in the booking.
You can also reach us by phone at +46 40-669 62 00 every day from 09:00 to 12:00 and 14:00 to 16:00.
Booking & Tickets
Where can I purchase my ticket for Snälltåget?
You can purchase your ticket here on Snälltåget.se or through our customer service. If you book through our Customer Service, an additional fee of 100 SEK will be charged if the ticket can be booked in our online booking.
As a company, you can also purchase tickets via invoice through our resellers.
Are Interrail passes valid for travel with Snälltåget?
Yes, Interrail is valid on Snälltåget, but you need to pay a supplementary fee. You can book through Snälltåget's Customer Service.
I haven't received my ticket.
Please check your spam folder so that the email from us with your PDF ticket has not ended up there.
If you haven't received your ticket, email us at email@example.com with details such as your name, phone number, the station you'll be boarding from, and the departure time. We'll do our best to assist you as quickly as possible. If it's close to departure, you can also inquire with the train staff before boarding.
Can we add more people or change individuals in our compartment?
If you want to add more people to the compartment, you must rebook your journey. If you are fewer, there is no need to rebook. We need to know which passengers are on board the train, and this is especially important in cross-border traffic, as passenger lists are provided to the police and customs.
We are more than six people travelling together.
Send us en e-mail to firstname.lastname@example.org and include the number of passengers and their ages and names and a telephone number, and we will complete the booking for you. You pay online with Visa, MasterCard, Paypal or Swish.
What rules apply for rebooking and refunds?
Tickets that are purchased on Snälltåget.se can be rebooked. The ticket can also be made refundable for a fee.
If your purchase a ticket where the departure is within 24 hours (or within seven days for a Private Compartment), it cannot be refunded or rebooked.
The follwing rules apply for both rebookable and refundable tickets:
- Seat and 1st Class must be cancelled at least 24 hours before departure.
- Private Compartment and Private Compartment Comfort must be cancelled at least seven days before departure.
The booking fee (9-79 SEK per ticket) is not refunded and is not part of the travel voucher for rebookable tickets.
When a rebookable ticket is cancelled, the passenger will receive a travel voucher consisting of the ticket price excluding the booking fee, valid for purchase within 180 days. The travel voucher can be used for a rebookable ticket with Snälltåget. When purchasing a trip where the price for the ticket is lower than that of the travel voucher, you will receive a new travel voucher with the differing value. When booking through Snälltåget.se, you automatically receive a travel voucher with the differing value.
If you bought your ticket through Snälltåget, you can cancel or rebook your ticket here.
When will you release the tickets?
You can subscribe to our newsletter (in Swedish) and be the first to know when tickets are available.
When to you have departures to and from Berlin?
Click here to find information about our departures to Berlin.
Do small children also need to have a ticket?
All passengers need to have a ticket on Snälltåget, including small children.
Even if a baby can sit in your lap, you often need some more space, which benefits you and your child, aswell as the other passengers. Also remember to fold your stroller before boarding the train.
Before your journey
How much luggage can I bring?
You are allowed to bring one piece of hand luggage with maximum dimensions of 55x45x25 cm and a smaller personal item, such as a handbag.
If you have more luggage, we recommend booking a private compartment.
For our trains to the Jämtland Mountains, we recommend checking in skis and other larger luggage in our luggage car, which is on trains 3900/3901 and 3920/3921.
Can I bring a stroller?
Yes, but you need to fold your stroller before boarding because the doors and passageways inside the train are narrow. There is also a height difference between platform and train, where you will need to lift the stroller.
Can I heat pre-packed baby food on board?
Yes, you can heat pre-packed baby food in our restaurant – please ask the staff for help. However, we do only heat pre-packed baby food and no other food.
Can I bring a pet?
Pets are welcome on board in a specially designated pet compartment. You can bring one pet per traveler, and it should be on the floor. Starting from December 12th 2023, there is an additional fee for bringing pets, equivalent to the amount for traveling with a child under 16 years.
When booking day trains, select "I want to travel with a pet" in the first step of the online booking.
On our night trains to Jämtland, it is possible to travel with pets in the comfort level Seat or in a Private Compartment to Undersåker, Åre, Duved, Enafors, and Storlien. Booking of pets on night trains is done through Customer Service.
On our night trains to Berlin, it is possible to travel with pets in a Private Compartment. Booking of pets on night trains is done through Customer Service.
Out of consideration for allergy sufferers, pets are not allowed to travel in other parts of the train, except for guide dogs, which are allowed in all areas.
Can I bring a bicycle?
You can bring a bicycle onboard our night trains (3900/3901, 3920/3291) to and from Jämtland in the summer and winter. Due to space constraints, it is not permitted to bring bicycles on our other trains.
Can I travel with a wheelchair or electric wheelchair?
When travelling with a wheelchair, the circumstances onboard are the following: 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.
Under these circumstances, you cannot travel with an electric wheelchair on our trains.
For wheelchair travel, the following conditions apply: Our carriages are not level with the platform, and there is no lift to the train's exterior doors, so you must be able to board independently. The height difference is approximately 65 centimeters from the platform. The train's exterior doors are about 60 cm wide, and after the vestibule, there are passages that are 45 cm wide. The train's toilets are narrow and not wheelchair-accessible, and there are no specific spaces for wheelchairs on board; they must be folded and handled as luggage.
Given these conditions, electric wheelchairs cannot be used when traveling on our trains.
Is there a restaurant on board?
We have a restaurant (known as Krogen, "The Pub") on all our trains in Sweden.
On our trains to Germany, we have a smaller assortment of drinks and snacks for sale.
Can I make a reservation in your restaurant?
If you want to enjoy hot food, drink beer och wine, you must book a table in advance. We also sell coffee, tea, soft drinks, water, sandwiches, salads, snacks and candy that you can bring with you to your seat.
Where can I find more information about ticket rules?
During the journey
I cannot connect to your Wi-Fi.
Our onboard network is named Snalltaget or Snälltåget. You need to open a web browser to access our start portal, which is available at snalltaget.se/internetombord. If you are inactive for an hour, you will be automatically logged out and must log in again.
Please note that the speed is limited, and Wi-Fi is only available within Sweden. The trains traveling to/from Berlin currently do not have Wi-Fi.
Is my train or bus delayed?
For delays of 30 minutes or more, we inform you through SMS if you entered a mobile phone number when you booked your tickets.
What are my rights if the train is delayed?
As a traveler, you have the following options if the Snälltåget is expected to arrive at the final destination with a delay of 60 minutes or more.
A) You can cancel your journey and get a refund (applies even to non-refundable tickets). To receive a refund, you must first cancel your journey before the estimated departure time from your station. You can cancel at My Journey. To obtain a refund (or a new voucher if the journey was paid with a voucher), you must also send an email to email@example.com after canceling the ticket, stating your booking number.
B) If you choose to continue the journey and the train is delayed by 60-119 minutes upon arrival, you are entitled to a 25% compensation of the ticket price. If the train is more than 120 minutes delayed, you have the right to 50% compensation of the ticket price.
You apply for compensation via My Journey.
In the case of extraordinary events such as severe weather and third-party actions, like track issues and track closures by emergency services or police, no compensation is provided for delays.
If the delay was already known when you purchased your ticket, you are not entitled to compensation.
What happens if the train is delayed and I miss my connecting bus/train?
Connections between Snälltåget's trains and buses normally wait for a delayed train. If we cannot wait, we arrange for you to continue your journey in another way with the next connection or replacement service.
If you are traveling onwards with another company than Snälltåget, the journey is legally considered a separate trip, and unfortunately, we cannot assist you beyond providing information about the next connection. Therefore, make sure you have plenty of time for train changes. Snälltåget is not responsible for reimbursing you for new tickets or consequential delays due to Snälltåget's delay.
After the journey
I have forgotten something on board, can you help me?
Send an email to firstname.lastname@example.org with your booking number, the date you traveled with us, and a description of what you have forgotten, and we will contact you if we receive the item you are looking for.
The train was delayed, how do I apply for compensation?
If you have traveled with Snälltåget and the train was delayed by more than 60 minutes upon arrival, you can apply for compensation under EU Regulation 782/2021, Article 17. You can do this when your entire journey (outbound and return) has reached the final destination according to the timetable via My Journey. The button is called "Delayed?" and is located at the bottom, appearing only when the last train in your booking has arrived.
We do not compensate for expenses, such as taxi or for lost income.
I am not satisfied and would like to make a complaint.
If your issue concerns a delay of 60 minutes or more, you can apply for compensation. Open the booking in My Journey and press the button "Delayed?". The button is visible after you have completed all journeys in the booking.
If your question is about something other than a delay, send an email to email@example.com with your booking number and a description of what you are dissatisfied with.
If you have problems with an online purchase and cannot resolve it with the merchant, you can use the EU platform to submit your complaint to an approved dispute resolution body."