Information regarding Corona/Covid-19
How does the pandemic affect my journey with Snälltåget?
Check traffic information for more information about how Corona/Covid-19 affects your journey.
What changes have you made for travel during the pandemic?
Check traffic information for more information about our precautions during the Corona/Covid-19 pandemic.
Booking & Tickets
Where can I purchase my ticket for Snälltåget?
You can purchase your ticket online here at Snälltåget.se our through our customer service. If your ticket can be booked online but you choose to book your ticket through customer service, there is a surcharge of 100 SEK. You can also pruchase your ticket from a travel agency that sells train tickets, such as Skånetrafiken, Pressbyrån or 7 Eleven.
You can also book a Ticket at DB Reisezentrum, DSB Salg & Service at Hovedbanegården, online at dsb.dk or call +45 70 13 14 18. DB and DSB only sell tickets 2 months before departure, this due to that the Tickets are issued wihtout the possiblity that Snälltåget could contact you if there is a change of timetable. Please note that you have to check if there are any changes in the timetable on Snalltaget.se before depature.
I haven't received my ticket.
Make sure the e-mail from us has not ended up in your spam folder or junk mail. When you travel with Snälltåget, you will only receive a confirmation e-mail and this is valid as a ticket. If you travel with other train or bus companies, you will receive a separate e-mail with a PDF ticket.
If you haven't recieved your ticket - send us en e-mail to firstname.lastname@example.org and include your name, telephone number, boarding station and departure time and we will try to help you as soon as possible. If it is close to departure, ask the train staff before boarding the train.
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 Recliner seat 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 book through a reseller, you have to contact us to receive a travel voucher with the differing value.
If you bought your ticket through Snälltåget, you can cancel or rebook your ticket here.
Tickets purchased through SJ cannot be rebooked or refunded. It is not possible to change names on these tickets either.
We are more than six people travelling together.
Send us en e-mail to email@example.com 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.
When will you release the tickets?
You can subscribe to our newsletter (in Swedish) and be the first to know when tickets are available.
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 can bring the following luggage on board:
- one hand luggage maximum 55x40x23 cm and
- one hand luggage maximum 80x50x35 cm and
- a smaller personal item, for example a purse.
On our trains 3900/3901 and 3920/3921 to and from Jämtland, we offer a check-in service for your ski equipment and other bigger items.
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 onboard in the area where pets are allowed. You can bring one pet per ticket and the pet needs to be on the floor.
When booking your ticket, always remember to choose ”I want to travel with a pet” on the first page. For travel in night trains it's possible to book a Private Compartment, select price level "Djurkupé" (Pets allowed compartment).
In consideration to passengers with allergies, pets are not allowed to travel in other areas of the train, except for assistance dogs that can travel anywhere in the train.
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 lack of space, you cannot bring your bike on any of our other trains Malmö - Stockholm and Berlin - Hamburg - Copenhagen - Malmö - Stockholm. It's possible to bring a foldable bike.
Can I travel with a 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.
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 network onboard is called Snalltaget or Snälltåget. You have to open a browser to reach our start site on snalltaget.se/internetombord. If you are inactive for one hour or more, you are automatically logged out and need to log in again.
Keep in mind that the diverse landscape and movement of the train can impact the Internet's performance. We only provide Wi-Fi within Sweden.
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 traveller, you have the following options if Snälltåget is expected to arrive at the final destination with a delay of 60 minutes or more.
A) You can cancel your trip and get your money back (this also applies to tickets that are not refundable). To get your money back, you must first cancel your trip before the train's estimated time of departure from your station (see below on how to cancel), and then apply for a refund.
B) If you choose to continue the journey and the train is 60-119 minutes late on arrival, you are entitled to a compensation of 25% of the ticket price. If the train is more than 120 minutes late, you are entitled to a compensation of 50% of the ticket price.
Please use this form to apply for compensation for delay. (Currently only available in Swedish)
You are not entitled compensation if you knew about the delay when you purchased the ticket.
What happens if the train is delayed and I miss my connecting bus/train?
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 can only provide information about the next connection.
After the journey
I have forgotten something on board, can you help me?
Send an e-mail with your booking reference and what you have forgotten to firstname.lastname@example.org
The train was delayed, how do I apply for compensation?
If you travelled with Snälltåget and arrived with a delay of 60 minutes or more, you can apply for compensation. Open the booking in My Journey and press on the button "Delayed?". The button is visible after you have completed all journeys in the booking.
Snälltåget does not offer compensation for additional expenditures, such as taxi, loss of income etc.
I am not satisfied and would like to make a complaint.
Write us a e-mail on email@example.com
If you have a problem with an online purchase and cannot solve the problem with the reseller, you can use the EU platform for online dispute resolution.
How can I get in touch with you?
If you cannot find the answer to your question, you are welcome to contact us. Send us an email at firstname.lastname@example.org. We prioritize answering questions about urgent matters.
If you have an urgent matter, you can call us at +46 40 669 62 00 every day between 09:00–12:00 and 14:00–16:00.