Snälltåget's Ticket Rules, General Travel Terms and Conditions, and Privacy Policy
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Snälltåget Ticket Rules
1. SNÄLLTÅGET SERVICES
1.1 Services
Snälltåget offers the following services/price categories.
Day Train
• Seat
• Seat 1 Class
• Private Compartment
Night Train
• Seat
• Seat 1 Class
• Berth in Shared Compartment
• Private Compartment
The price categories and products available for each departure are specified in the online booking system.
A private compartment has six seats.
1.1.1 Disembarkation and Wake-Up Service
Snälltåget does not provide wake-up or reminder services for passengers traveling on day trains. For night train journeys, we recommend passengers set their own alarms. Passengers are responsible for disembarking at their destination.
1.2 Pricing and Booking Fees
In addition to the ticket price, a booking fee may apply. The fee varies depending on where the ticket is purchased.
1.3 Discounts
Snälltåget applies a minimum price level, which may result in the discounts listed below being unavailable.
If you have purchased a discounted ticket but cannot verify your eligibility, your ticket may be considered invalid.
The discounts below cannot be combined with each other and, generally, not with other discounts or offers.
1.3.1 Family Offer
An adult with a ticket in the Seat price category may bring up to two children under 16 years old at a reduced price per paying adult.
All children must have a valid ticket, including infants. In a private compartment, children under seven years old may share a berth with other children or an adult.
1.3.2 Seniors 60+
Senior discounts are available in the Seat price category for individuals aged 60 and above, as well as for individuals receiving disability benefits who can provide a certificate from the Swedish Social Insurance Agency (Försäkringskassan) and valid identification if required.
1.3.3 Students
Students with an approved student ID and valid identification are eligible for a discount in the Seat price category.
The following student cards are accepted:
• Mecenatkortet
• Studentkortet/STUK.CO
• ISIC Card
1.3.4 Youth
Passengers under the age of 26 are eligible for a discount in the Seat price category. Age must be verified with valid identification.
1.3.5 Group Discount
Adults, seniors, students, and youths traveling together are eligible for a discount. This can be combined with the Family Offer described in 1.3.1. If individual travelers cancel, the price will be recalculated per person.
2. TICKETS
2.1 Snälltåget Tickets
Tickets refer to all ticket types and travel documents offered by Snälltåget. Tickets must meet the form, content, and appearance specified by Snälltåget for the respective ticket.
All Snälltåget tickets are personal and non-transferable.
For cross-border travel outside the Nordic countries, it is mandatory to provide the traveler's first name, last name, date of birth, and passport-issuing country during booking.
Incomplete bookings missing name, birth date, or contact details may be cancelled and refunded by Snälltåget.
Personal tickets require valid identification for travel with Snälltåget. Identification must be presented during ticket checks by train staff.
The following forms of identification are valid:
• Passport with MRZ code,
• National ID card compliant with EU standards, containing an MRZ code or chip, issued by a national authority within the EU/EES.
• For Nordic citizens, a driver’s license issued in a Nordic country is valid for travel between Nordic countries.
For travel within Sweden, the following are also valid:
• Nordic ID cards
• LMA cards issued by the Swedish Migration Agency
Children under 16 traveling within Sweden may travel without identification if accompanied by a guardian but must present valid ID in cases of doubt.
Snälltåget distributes tickets as follows:
• Paper ticket
• Snälltåget E-ticket (booking confirmation)
• E-ticket (PDF)
• International cards
Snälltåget E-tickets are also available as Wallet tickets. Resellers of Snälltåget tickets may also distribute tickets via app.
Snälltåget distributes tickets as PDF tickets via email, also available as Wallet tickets.
2.2 International Cards Issued by Eurail B.V.
Interrail and Eurail cards valid in Sweden are accepted for travel with Snälltåget if the travel diary is correctly filled out.
Interrail and Eurail cards are issued to a specific individual. The traveler must carry, present, and possess the Interrail/Eurail card throughout the journey, along with valid identification for train staff.
All trains require an additional fee, which includes a reserved seat, bed, or private compartment.
Interrail and Eurail cards are not valid for travel on Snälltåget departures to/from Austria.
2.3 Travel Documents Issued by Other Travel Organizers
Ticket rules as per section 2.1 apply unless otherwise agreed between Snälltåget and the travel organizer, as stated on the traveler's ticket.
2.4 Seat Reservations
All Snälltåget departures require mandatory seat reservations. Connecting bus services do not offer seat reservations. Seat reservations are included in the ticket price where available.
2.5 Purchasing Tickets Onboard
If space permits, tickets may be purchased onboard the train. Passengers must always contact train staff before boarding. Tickets purchased onboard are paper tickets, and passengers must retain the ticket throughout the journey. No seat is guaranteed for tickets purchased onboard.
Payment onboard can be made via:
• Mastercard and VISA
• Swish
• Exact cash in SEK, EUR, and DKK.
3. REBOOKING AND REFUNDS
3.1 Rebookable Tickets and Refunds
Tickets purchased via Snälltåget.se are rebookable. Tickets sold by resellers are not rebookable. Regardless of the sales channel, refundable tickets can be purchased for an additional fee.
If you purchase a ticket on the same day as travel (Private Compartment on night trains six days before departure), the ticket is neither rebookable nor refundable.
The ticket must be cancelled or rebooked no later than 24 hours before departure; for a Private Compartment on night trains, cancellation must occur no later than seven days before departure.
To rebook, first cancel your trip.
When a rebookable ticket is cancelled, the passenger receives a voucher equal to the ticket price minus a fee of 50 SEK per leg and passenger. The voucher is valid for purchasing trips within 365 days. The voucher can be used to purchase a rebookable journey with Snälltåget.
If the new ticket is more expensive, you must pay the difference. If the ticket is cheaper, you can use the voucher multiple times.
If you purchased your ticket through us at Snälltåget, you can cancel it at Snälltåget.se/MyJourney. A refundable ticket cannot be rebooked; it can only be cancelled. When cancelling a refundable ticket, you pay the same fees as for a rebookable ticket.
When cancelling individual passengers, the price is recalculated to match the pricing applicable under the new conditions. For example, if one of two passengers cancels, the group discount according to point 1.3 is forfeited, resulting in a higher price for the remaining passenger.
It is not possible to cancel individual passengers in a Private Compartment.
3.2 Tickets with Special Conditions
For package tours including Snälltåget, the tour operator's terms for cancellation and refunds apply.
For travel on Snälltåget's night trains 304, 305, 3904, 3905, 3906, 3907, 13904, 13905, specific ticket rules apply. The trip can only be purchased as a round trip, and it is not possible to cancel only one leg. This also applies to connecting segments purchased in the same booking.
For tickets purchased through resellers indicating they are refundable until the train's departure time, the condition is that they must be cancelled before departure.
3.3 Cancellation of Add-Ons
Cancelling checked baggage, skis, and bicycles must follow the ticket's cancellation rules.
Cancellation of pre-ordered meals must occur no later than seven days before departure.
4. VOUCHERS
Snälltåget vouchers are valid for purchasing rebookable tickets for Snälltåget departures within 365 days on Snälltåget.se.
5. GROUP TRAVEL
5.1 Definition of Group Travel
Bookings exceeding 24 people are considered group travel. Special rules apply for payment, changes, and refunds for group travel.
Bookings exceeding four Private Compartments are considered group travel regardless of the number of passengers.
5.2 Payment
The booking must be confirmed by the customer by paying the full amount at Snälltåget.se within 10 days of booking.
If payment cannot be made using the payment methods provided by Snälltåget.se, the customer must transfer the amount to Snälltåget's bank giro 5215–2592, marked with the booking number.
If payment is not made within this timeframe, the booking will be automatically cancelled.
5.3 Cancellation Rules
Cancellations up to 60 days before departure incur a fee of 10% of the amount for the cancelled services.
Cancellations between 30 and 60 days before departure incur a fee of 50% of the amount for the cancelled services.
Cancellations less than 30 days before departure are non-refundable, with a fee of 100% of the amount for the cancelled services.
Special cancellation rules are agreed upon for groups larger than 100 people.
5.4 Changes to Group Size
Reductions in group size can be made for a change fee as per 5.5 up to 30 days before departure.
Special change rules are agreed upon for groups larger than 100 people.
5.5 Fees for Name and Personal Data Changes
Name and personal data changes can be made up to departure for a fee of 500 SEK per occasion.
6. PERSONAL DATA (GDPR)
When a passenger purchases a trip from Snälltåget, they provide personal information about themselves. If the passenger buys a trip for someone else, they provide personal information about that person.
Snälltåget processes passengers' personal data in accordance with the General Data Protection Regulation (GDPR). Under GDPR, effective from 25 May 2018, passengers have the right to know how their personal data is collected, used, and stored. Passengers also have the right to be "forgotten," meaning Snälltåget deletes their personal data from its records.
Personal data includes name, address, phone number, email address, personal identity number, and for international traffic, the passport's issuing country, as well as other information that can be linked to an individual.
Further information is available in Snälltåget's Privacy Policy at Snälltåget.se.
7. GENERAL TRAVEL TERMS AND CONDITIONS
Snälltåget's General Travel Terms and Conditions apply to train travel with Snälltåget.
The General Travel Terms and Conditions are available at Snälltåget.se (see below) or via Customer Service at 040-669 62 00.
Snälltåget's General Travel Terms and Conditions
1. INTRODUCTION
The rights and obligations of passengers and Snälltåget are governed by the Railway Traffic Act (2018:181), Regulation (EU) 2021/782 of the European Parliament and of the Council on rail passengers’ rights and obligations, as well as other applicable legislation.
In addition to the aforementioned legislation, these General Travel Terms and Conditions apply to every transport agreement entered into between the passenger and Snälltåget for travel on Snälltåget’s trains, unless otherwise agreed.
For international journeys with direct tickets, the provisions of the Convention concerning International Carriage by Rail (COTIF) and the Uniform Rules concerning the Contract of International Carriage of Passengers by Rail (CIV) also apply. The designation "CIV" on the ticket or luggage receipt indicates that these rules apply.
For combined travel within Sweden involving other railway, bus, or ferry operators, where Snälltåget is one of the transport companies providing the service, the respective operator’s terms and conditions apply, along with the Kom-Fram-Garanti (Arrive-On-Time Guarantee) as outlined in the Resplus travel terms.
Journeys with travel documents issued by Eurail are subject to Eurail’s travel terms and conditions.
The General Travel Terms and Conditions also apply in cases where Snälltåget has utilised alternative means of transport other than trains to fulfil the agreed transportation of passengers. This includes Snälltåget’s connecting bus services.
The terms and conditions do not apply if Snälltåget has acted solely as a reseller of the journey and is not a transport operator within the journey. In such cases, the respective transport operator’s terms and conditions shall apply.
The General Travel Terms and Conditions may be amended after the passenger has completed the ticket purchase. However, the terms and conditions shall not be altered to the detriment of the passenger.
The General Travel Terms and Conditions are available at www.snalltaget.se or can be ordered as a PDF by calling 040-669 62 00.
2. DEFINITIONS
“Point of Departure”: The location where the journey with Snälltåget, as per the transport agreement, originally begins.
“Destination”: The location where the journey with Snälltåget, as per the transport agreement, ends. A return journey is considered two separate single journeys, where the destination of the outbound journey becomes the point of departure for the return journey.
“Resplus”: A national collaboration between several railway companies (including Snälltåget) and other public transport operators (also referred to as travel producers) in Sweden.
“Snälltåget”: Snälltåget AB with RICS code 3051 is the railway company under the regulation.
“Ticket Price”: The price for the journey with Snälltåget.
3. TRANSPORT OF PASSENGERS
3.1 Obligation to Provide Transportation
Snälltåget is obliged to transport passengers by train at the fixed ticket price, according to Snälltåget’s timetables and any announced changes to these timetables. The obligation to provide transportation applies insofar as the passenger holds a valid ticket and there is space available on the train, subject to the restrictions stated in the timetables and these General Travel Terms and Conditions.
3.2 Obligation to Hold a Valid Ticket
3.2.1 Ticket Rules for Train Journeys
Information regarding Snälltåget’s various tickets, as well as the obligation to carry and present a ticket and valid identification, is outlined in Snälltåget’s applicable Ticket Rules for Train Journeys (see above).
3.2.2 Possession of a Ticket
Passengers must, at the first ticket inspection, voluntarily provide train staff with the necessary information to verify that they hold a valid ticket. Passengers must also comply with the train staff’s requests during subsequent ticket inspections.
If a passenger does not have a ticket when the journey begins, they must immediately contact the train staff and inform them of the lack of a ticket.
A passenger who cannot prove that they hold a valid ticket and/or valid identification must purchase a ticket at the price applicable for on-board purchases.
The ticket must be retained throughout the journey, and the passenger must be able to present a valid ticket for the entire journey while on the train.
3.2.3 Valid Ticket
A ticket issued to a specific named passenger is personal and valid only for that passenger upon presentation of valid identification. If the passenger cannot provide such identification, they will be considered not to hold a valid ticket.
A ticket that has been tampered with is invalid and will be confiscated by the train staff.
3.2.4 Inspection Fee
A passenger who lacks a valid ticket and has not informed the train staff at the first ticket inspection that they are without a ticket, or who has otherwise attempted to evade payment of the fixed ticket price for the journey, is required to pay an inspection fee of 1,000 SEK in addition to the cost of a new travel document.
3.3 Exceptions to the Obligation to Provide Transport
A passenger loses their right to transport and must immediately leave the train or be denied access to the train if the train staff determines:
1. that the passenger poses or may pose a danger to the safety of train operations; or
2. that the passenger is intoxicated and disrupts order or otherwise behaves in a manner unacceptable to other passengers; or
3. that the passenger does not comply with instructions given by the train staff; or
4. that the passenger lacks valid identification; or
5. that the passenger has brought luggage or animals not permitted under sections 4.1 and 6, respectively.
A passenger who has lost their right to transport under points 1–4 above is not entitled to a refund for a paid ticket.
A passenger who has lost their right to transport under point 5 above is entitled to a refund of the ticket price they have paid or, if the journey has commenced, the difference between the ticket price and the price for the distance travelled.
Snälltåget reserves the right to immediately remove a passenger at the nearest station if they lack a valid ticket according to section 3.2.
In cases where a passenger has repeatedly disrupted order, Snälltåget reserves the right to cancel and refund a booked ticket.
3.4 Preliminary Timetable
If tickets are sold with the note “Preliminary timetable, check before departure,” it is the passenger’s responsibility to check Snälltåget’s website for any timetable changes no later than the day before departure.
If the change exceeds 60 minutes in earlier departure time or later arrival time, Snälltåget will notify the passenger, who then has the right to cancel the journey according to section 9.1b and receive a full refund. If the passenger does not wish to cancel the journey within 5 days, at the latest by the time of departure, the transport agreement and the updated timetable will apply.
Snälltåget reserves the right to change the station due to track work, with no compensation provided as long as the new station is within the same urban area or equivalent.
For the purchase of paper or PDF tickets issued abroad, e.g., through DB, DSB, SBB, VR, and ÖBB, which are non-personal, Snälltåget cannot contact the passenger. In such cases, it is the passenger’s responsibility to check for any timetable changes via Snälltåget’s website no later than the day before departure.
4. HAND LUGGAGE
The passenger is responsible for their hand luggage. The passenger is required to keep their luggage under supervision, whether or not it can be monitored from their seat.
Snälltåget is not liable for lost or damaged luggage unless Snälltåget caused the damage through fault or negligence, as stated in section 10.1, second paragraph.
Passengers are entitled to bring one piece of hand luggage with maximum dimensions of 55x45x25 cm and one smaller personal item, e.g., a handbag.
Hand luggage must not contain:
1. dangerous goods, such as explosives and flammable items or liquids, as well as toxic, infectious, or corrosive substances;
2. firearms, unless the bolt or other critical part is removed and stored separately from the weapon, which must be stored in a case; or
3. items that may cause discomfort or inconvenience (e.g., strong odours) to other passengers.
When booking a Private Compartment, empty seats can be used for luggage storage equivalent to the space allocated to one passenger.
On trains with a luggage car, larger bags can be checked in; see section 5.
4.1 Prams
Prams must, due to space constraints, be folded during boarding, alighting, and the entire journey.
4.2 Bicycles
Bicycles cannot be transported on Snälltåget due to space constraints. Folded bicycles are allowed if they meet the dimensions for hand luggage.
On trains with a luggage car, bicycles can be checked in; see section 5.
4.3 Skis
Skis must be stored in a case.
On trains with a luggage car, skis can be checked in; see section 5.
4.4 Wheelchairs
Passengers with wheelchairs are asked to contact Snälltåget at 040-669 62 00 before booking a ticket to ensure that the wheelchair can be accommodated on the train due to length, weight, and width.
4.5 Lost Property
Snälltåget manages lost property. If no one claims the lost property within three months of its discovery, it will be donated or discarded. Inquiries about lost property can be made via a form on Snälltåget’s website or by phone at 040-669 62 00.
An administrative fee is charged when retrieving lost property.
5. CHECKED LUGGAGE
On certain trains/routes, a luggage car or other designated spaces are available where skis, bicycles, and larger luggage (type of luggage may vary depending on the physical conditions of the train) can be checked in. Transport is available for a fee and only for passengers who have entered into a contract for transport on the corresponding route.
Skis must be in protective packaging and weigh a maximum of 10 kg. Ski boots should be stored in the compartment or near the seat.
Bicycles must be packed in protective packaging.
Larger luggage must not exceed dimensions of 80x50x35 cm and may weigh a maximum of 23 kg. You must be able to lift the luggage on and off yourself.
Items are checked in (handed over) against a receipt. Luggage must be labelled with a name and phone number upon check-in. Snälltåget will release checked luggage upon presentation of the receipt. If the person requesting release cannot present the receipt, Snälltåget may still release the luggage if the requester can prove ownership.
A fee will be charged for luggage checked into the luggage car.
Snälltåget’s liability for items checked into the luggage car is regulated under the Railway Traffic Act.
6. TRAVELLING WITH PETS
One (1) pet per ticket, such as dogs or cats, is permitted for a fee in designated areas of the train. If there are no available seats in the designated areas for animals, pets cannot be brought on board. When travelling with a pet, passengers must book a ticket in advance that specifies the reserved seat or compartment as "Pets allowed".
Animals must be placed on the floor. If animals are placed on the seats, passengers may incur a cleaning fee for seat sanitation.
Guide dogs for personal assistance to visually impaired passengers may travel free of charge, even in other areas.
7. PASSENGERS WITH SPECIAL NEEDS
7.1 Information on Accessibility
Snälltåget’s website, www.snalltaget.se, provides information on:
1. the conditions for boarding and alighting from the trains;
2. accessibility on the trains; and
3. the aids available on the trains.
This information is also available via Customer Service at 040-669 62 00.
Passengers with disabilities are advised to contact Customer Service at 040-669 62 00 before purchasing a ticket to obtain information about the conditions for travelling to/from the relevant stations and on the relevant train.
7.2 Assistance and Support
Snälltåget offers free:
• assistance with boarding and alighting;
• assistance to ensure that passengers with disabilities can access the same services as other passengers on board the train.
Assistance and support as outlined above must be pre-booked through Customer Service at least 24 hours before departure. If passengers with disabilities do not pre-book assistance or support, Snälltåget cannot guarantee that they will be able to board or alight the train or access Snälltåget’s on-board services.
7.3 Allergies
The train’s restaurant offers a wide selection to accommodate various allergies.
8. CODE OF CONDUCT AND PASSENGER LIABILITY
8.1 Smoking
Smoking is prohibited on all trains. This includes e-cigarettes.
8.2 Alcoholic Beverages
It is not permitted to consume alcoholic beverages brought on board the train. However, this does not apply if passengers are part of the same group and have booked a private compartment.
Alcohol sold in the restaurant car may only be consumed in the restaurant car. This does not apply to trains in international traffic.
8.3 Noise Levels
Conversation tones and sounds from devices such as radios, speakers, and mobile phones must be kept at a level that does not disturb other passengers. Between 10 PM and 7 AM, the train must be quiet enough for other passengers to sleep.
8.4 Safety Regulations
Passengers must not board or alight from a moving train. Passengers are also not allowed to open train doors while the train is in motion. Boarding and alighting are only permitted when the train is stationary at a platform.
It is prohibited to enter the railway track area except in places where it is clearly indicated that public access is allowed, such as via signs.
Level crossings must not be entered when barriers are lowering, lowered, or rising, when warning bells are ringing, when a stop signal is displayed, or when a train is approaching.
8.5 Passenger Liability for Damages and Costs
The Passenger is liable to Snälltåget and/or other passengers for damages and costs caused by The Passenger’s disorderly conduct or jeopardizing the safety of the train’s operation. Examples of liability are damage of other passengers’ luggage, the trains interior and damage to the train caused by the inappropriate use of the emergency brake.
9. DELAYS, MISSED CONNECTIONS AND CANCELLATIONS
9.1 Delay of more than 60 minutes to the final destination
If it is reasonably likely that the arrival at the final destination according to the transport contract will be delayed by more than 60 minutes, the passenger must immediately be offered the choice of one of the following:
1. Continue the journey to the final destination.
2. A refund equivalent to the full ticket price, under the same conditions as at the time of purchase, for the part(s) of the journey that were not completed and for the part(s) that were completed, if the journey has become meaningless considering the passenger’s original travel plan.
3. Rebooking to the final destination with Snälltåget on a later day as the passenger deems suitable and on equivalent transport terms with Snälltåget.
4. Return travel to the departure point.
If Snälltåget does not inform the passenger about options 1–4 above within 100 minutes, the customer is entitled to enter into an agreement with another provider for public transport by train or bus. Snälltåget will compensate for necessary, reasonable, and appropriate costs.
Snälltåget will inform the passenger via SMS and email, and information will also be published on Snälltåget’s website.
9.2 Obligation to offer assistance in case of delay of more than 60 minutes
Snälltåget must, in the event of cancelled trains or delays of more than 60 minutes to the passenger's destination, offer the following free of charge:
1. Meals or simple refreshments, to the extent that these are available on the train and in reasonable proportion to the waiting time.
2. Hotel rooms or other accommodation, and if necessary, transport between the railway station and the accommodation, when a stopover or an additional stopover becomes necessary, where and if this is physically possible.
3. Transport from the train to the railway station, to an alternative departure point, or to the final destination of the connection if the train has stopped on the line, where and if this is physically possible.
If the connection needs to be interrupted, Snälltåget must organise alternative transportation for the passengers as soon as possible.
If the train service has been delayed and the delay has caused a missed connection, Snälltåget's staff must, upon the passenger's request, provide written confirmation that the train service was delayed.
9.3 Right to compensation of the ticket price for passengers affected by a delay
Passengers who are delayed by more than 60 minutes to the destination according to the transport contract are entitled to compensation as outlined below. However, this does not apply to those who have been compensated according to 9.1.
9.3.1 Delay of 60–119 minutes
Cash compensation of 25% of the ticket price.
9.3.2 Delay of 120 minutes or more
Cash compensation of 50% of the ticket price.
9.3.3 Compensation for travel with Eurail
The right to compensation and the procedure for this is specified in Eurail’s travel conditions. Snälltåget does not provide compensation according to 9.3.1 or 9.3.2 for any additional fees the customer has paid for travel with Snälltåget.
9.4 Limitations on Snälltåget's liability
9.4.1 Circumstances leading to exemption from liability
The passenger is not entitled to compensation according to sections 9.1–9.3 if they were informed of a delay prior to purchasing the ticket.
Snälltåget is not obligated to pay compensation under section 9.3 if Snälltåget can prove that the delay, missed connection, or cancelled journey was directly caused by or inherently linked to the following:
a) Extraordinary circumstances that are not related to the operation of the railway, such as extreme weather conditions, major natural disasters, or major public health crises, which the railway company could not have avoided or prevented the consequences of, even if Snälltåget had exercised the care that the circumstances required.
b) Errors or negligence by the passenger.
c) The behaviour of a third party, such as people on the track, cable theft, emergencies on board, law enforcement activity, sabotage, or terrorism, which Snälltåget could not have avoided or prevented the consequences of, even if Snälltåget had exercised the care that the circumstances required.
Strikes carried out by Snälltåget staff, actions or omissions by other companies using the same railway infrastructure, and actions or omissions by infrastructure managers and station managers are not covered by the exemption referred to in point c.
Snälltåget is exempt from liability under the final paragraph of section 9.1 if Snälltåget has informed the customer about the available options via Snälltåget’s website and via the contact details, such as email and mobile phone number, provided by the customer to Snälltåget during booking.
9.4.2 Passenger has declined proposed alternatives
Snälltåget does not provide compensation for the passenger's expenses if the passenger has declined Snälltåget’s offers of alternative transport connections, hotel rooms, other accommodation, meals, or refreshments.
If Snälltåget has not offered meals and accommodation, the passenger will be reimbursed for reasonable additional costs for meals and accommodation, and if necessary, transport to the accommodation. If Snälltåget has offered meals, accommodation, and transport free of charge according to section 8.2, no compensation will be provided for these costs.
9.4.3 Connections outside the transport contract
Snälltåget's liability applies only up to the destination specified in the transport contract the passenger has entered into with Snälltåget.
Connecting journeys from the destination with travel documents purchased separately, such as boat, flight, or bus tickets, will not be compensated.
9.4.4 Compensation threshold
No compensation will be provided if the amount is less than 4 EUR per person.
9.4.5 Exhaustive regulation
Unless otherwise stated in the Railway Traffic Act or other mandatory legislation, the passenger is not entitled to claim additional compensation from Snälltåget, such as for lost wages or other financial loss, for delays, missed connections, or cancellations, other than what is specified in this section 9.
9.5 Request for compensation
The passenger must apply for compensation as soon as possible, but no later than two (2) months from the delay, using the web form at www.snalltaget.se or by post to Snälltåget, Norra Vallgatan 34, 211 25 MALMÖ
The following information must be provided:
• Booking number
• First and last name
• Address
• Bank, clearing, and account number if the compensation is to be paid in cash
• Train, date, route
9.6 Payment of compensation
The compensation will be paid within one month from the date Snälltåget receives the compensation request.
10. SNÄLLTÅGET'S LIABILITY FOR DAMAGES
10.1 Liability for personal injury and property damage
Snälltåget's liability when a passenger is injured or killed (personal injury) and its liability for the passenger's hand luggage and other personal belongings (property damage) is governed by the Railway Traffic Act. According to the main rule in the Act, Snälltåget is strictly liable for personal injury that the passenger has suffered as a result of railway operations while the passenger is in or boarding or alighting from a railway vehicle.
The same applies to property damage that occurred in connection with personal injury.
If property damage has occurred without personal injury, Snälltåget is liable for the damage only if Snälltåget has caused the damage (through fault or negligence).
10.2 Limitations of liability for damages
Liability for property damage is limited to half of the basic amount, unless Snälltåget caused the damage through intent or gross negligence.
Snälltåget is not liable for any damage the passenger may suffer by failing to catch the train, taking a seat in the wrong train or carriage, or failing to alight at their destination or interchange station.
However, if the passenger can show that their actions were caused by incorrect information from Snälltåget's staff, errors in Snälltåget's timetables, tickets, or signage, the passenger is entitled to compensation.
10.3 Reporting damage
If personal injury and/or property damage, or any other situation for which the passenger wishes to claim compensation from Snälltåget, occurs, the incident should, if possible, be reported immediately to the train staff on board.
10.4 Making a claim
The passenger should submit a claim for compensation no later than three (3) months from the date the event that entitles the passenger to compensation occurred.
Snälltåget will respond to the passenger's claim within one month.
11. COMPLAINTS ETC.
11.1 Making a claim
The passenger should primarily contact the train staff to resolve any compensation claims on board the train.
If the train staff cannot handle the compensation claim, the passenger can submit complaints by letter or email to Customer Service.
An agreement on compensation between the passenger and the train staff or other authorised staff at Snälltåget should be recorded on the ticket or otherwise in writing. If no such record has been made, the party wishing to assert the existence of an agreement must prove this and its contents.
Snälltåget does not compensate for services the passenger has not paid extra for, such as non-functional Wi-Fi, power outlets, or individual toilets being out of order.
11.2 Handling of claims
Snälltåget handles complaints where Snälltåget's General Travel Terms and Conditions apply. Other complaints, where Snälltåget has acted as a retailer, will be forwarded to the relevant transport operators.
11.3 Disputes
If the parties cannot reach an agreement, private passengers have the right to have the dispute resolved through alternative dispute resolution in the National Board for Consumer Disputes (ARN).
If you live in an EU country or in Norway, Liechtenstein, or Iceland and have purchased your ticket on Snälltåget.se, you can use the European Commission's online dispute resolution (ODR) platform.
Other disputes arising from Snälltåget's Ticket Rules or General Travel Terms and Conditions will be settled by the general courts.
Snälltåget's Privacy Policy
This privacy policy explains how we process your personal data in connection with your contact with Snälltåget.
The data controller is Snälltåget AB, Box 14091, 167 14 BROMMA
We process your personal data in accordance with the General Data Protection Regulation, also known as GDPR. According to the General Data Protection Regulation, effective from 25 May 2018, you have the right to know how your personal data is collected, used, and stored. You also have the right to be "forgotten", i.e., for us to delete your personal data from our records.
Personal data includes name, address, phone number, email address, personal identification number, and other information that can be linked to an individual.
1. Collection of Information
We collect information from you when you make a purchase on our website or fill in a web form when you contact our customer service, participate in a competition, or register as a subscriber for our newsletter. The information we collect may include your first and last name, your email address, your phone number, and in cases where you have a matter with customer service, information about the matter is saved.
We also automatically receive and save information from your computer and browser, including your IP address, software and hardware details, and the pages you visit on our website. This content does not include any personally identifiable information.
2. Use of Information
• The information we collect from you is used to:
• Make your visit more personal and improve the user experience on our website and in our app
• Distribute your ticket via email
• Enable payment with Swish
• Follow up with you regarding your matter with customer service
• Contact you via email or phone
• Administer a competition, an offer, or a survey
• Show advertisements to you on the internet or to people with a similar profile to yours
3. Storage of Information
• After completing a purchase on our website, phone number, email, first name, and last name, and if applicable, date of birth, are stored for approximately 100 days after the last travel date in the booking. Thereafter, your details from the order are anonymised. If your booking is opened after the last travel date in the booking, the prescription is interrupted, for example, if you have filed a complaint about your journey or applied for travel time guarantee.
• After completing a matter with customer service, your email, first name, last name, and phone number are stored for 12 months.
• After completing a matter with customer service, any bank details are deleted after payment.
• After activating a subscription to our newsletter, first name, last name, email, demographic information, and chosen interest for destinations are stored in the recipient list until you unsubscribe (via a link at the bottom of the email). However, your details remain on our partner Apsis' servers.
4. Disclosure to Third Parties
Snälltåget is the sole owner of the information collected on the website, via email, or via phone. We do not sell, trade, or otherwise transfer personally identifiable information to outside parties. This does not include trusted third parties who assist us in operating our website or performing the entire or part of the journey, provided that these parties agree to keep the information confidential.
We believe it is necessary to share information to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to a person's physical safety, violations of our terms of use, or other instances where the law requires it.
General data (not personal data) may, however, be shared with outside parties for marketing, advertising, or other purposes.
5. Information Protection
We protect your personal data through various security measures. We use encryption methods to protect sensitive information transmitted over the internet. Only employees who need to perform a specific job (e.g. billing or customer service) have access to personally identifiable information. The computers/servers used to store personally identifiable information are located in a secure environment.
6. Use of Cookies
We use cookies for two different purposes:
1. Cookies improve the user experience on our website by, among other things, identifying returning visitors and displaying relevant information. Our use of these cookies is not linked to personally identifiable information. You can choose to block the use of these cookies in your browser, but then you risk having a poorer user experience.
2. We use cookies for advertising purposes and in collaboration with third parties, to identify and target relevant ads to people who are likely to make a purchase according to various algorithms. You can block third-party cookies in your browser.
7. Unsubscribe
We use your email address primarily to send your confirmation or E-ticket (PDF). In connection with your ticket purchase, you have the option to subscribe to our newsletter with additional information. If you wish to unsubscribe from our newsletter, there is a link at the bottom of the email.
8. Right to Information and Right to be Forgotten
You have the right to request your personal data and the information we have saved about you at any time. The information may have been saved in connection with a ticket purchase, contact with customer service, or subscription to a newsletter. You also have the right to be forgotten, i.e., for us to delete all your personal data from our records. If you wish to request a record extract, please send your request by post and mark the envelope with "Register Extract" or "Request to be Forgotten", along with a copy of your ID card and your signature to the address below. Also, include your name, mobile phone number, and email address so that we can find you in our records. Also, indicate how you want us to send the information to you, for example, via email, letter, or phone.
Snälltåget
Norra Vallgatan 34
211 25 MALMÖ