Snälltåget's Ticket Rules, General Terms for Train Journeys, and Privacy Policy
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Snälltåget's Ticket Rules
1. SNÄLLTÅGET'S SERVICES
1.1 Services
Snälltåget offers the following services/price levels.
Day Train
• Seat
• Seat 1 Class
• Private Compartment
Night Train
• Seat
• Seat 1 Class
• Berth in Shared Compartment
• Private Compartment
The price levels and products available on each departure are indicated in the web booking.
Private Compartment has six seats.
1.1.1 Alighting and Wake-Up Service
Snälltåget does not provide a wake-up or reminder service for passengers travelling by day train. For night train journeys, we recommend that passengers set an alarm. Passengers are responsible for alighting at their destination.
1.2 Pricing and Booking Fee
In addition to the ticket price, a booking fee may be charged. The booking fee varies depending on where the ticket is purchased.
1.3 Discounts
Snälltåget applies a minimum price level, which may result in the discounts below not being applicable.
If you have purchased a discounted ticket but cannot prove your eligibility, you may be considered to be without a valid ticket.
The discounts below cannot be combined with each other and generally not with other discounts and offers.
1.3.1 Family Offer
An adult with a ticket in the Seated price level can bring up to two children under 16 years at a reduced price per paying adult.
All children must have a valid ticket, including infants. In Private Compartment, children under seven years can share a bed with other children or adults.
1.3.2 Seniors 60+
Senior discount is given in the Seated price level to persons from the age of 60, as well as to persons with disability benefits who have a certificate from the Swedish Social Insurance Agency and this must be verified with valid identification if needed.
1.3.3 Students
Students who have a valid student card along with valid identification are entitled to a discount in the Seated price level.
The following student cards offer a discount:
• Mecenat Card
• Student Card/STUK.CO
• ISIC Card
1.3.4 Youth
Passengers under the age of 26 are entitled to a discount in the Seated price level. Age must be verified with valid identification.
1.3.5 Seated Together // valid for journeys until 2023-12-11
An adult passenger can bring an accompanying adult, youth, student, or senior at a 50% discount on the adult price. This can be combined with the Family Offer according to 1.3.1. The ticket is sold only through Snälltåget's sales channels and can only be chosen as a rebookable journey. It is not possible to cancel individual passengers in case of cancellation.
1.3.5 Seated Together // valid for journeys from 2023-12-11
Adults, seniors, students, and youths travelling together receive a discount. This can be combined with the Family Offer according to 1.3.1. When booking individual passengers, the price is recalculated per person.
2. TICKETS
2.1 Snälltåget's Tickets
Tickets refer to all types of tickets and travel documents available at Snälltåget. A ticket must have the form and content, as well as appearance, that Snälltåget has specifically determined 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 passenger's first name, last name, date of birth, and passport issuing country during booking.
Snälltåget has the right to cancel and refund bookings that are incomplete in terms of name, date of birth, and contact information.
Personal tickets require a valid identification document for travel with Snälltåget. The identification document must be presented during ticket inspection for the train personnel.
The following identification documents are valid:
• Passport with MRZ code,
• National ID card of EU standard, containing MRZ code or chip, issued by a national authority within the EU/EES.
• For Nordic citizens, a driving licence issued in a Nordic country is valid for travel between the Nordic countries.
For travel within Sweden, the following are also valid:
• Nordic ID cards and
• LMA cards issued by the Swedish Migration Agency
For travel within Sweden, children under 16 years can travel accompanied by a guardian without identification, but must be able to present a valid ID document in doubtful cases.
Snälltåget distributes tickets in the following ways:
• Paper Ticket
• Snälltåget's E-ticket (booking confirmation)
• E-ticket (PDF)
• International Cards
Snälltåget's E-ticket is also offered as a Wallet ticket. Resellers of Snälltåget's tickets can also distribute tickets in an app.
2.1.1 Paper Ticket // valid for journeys until 2023-12-11
A passenger with a paper ticket is obliged to carry, present, and hold the paper ticket throughout the train journey.
2.1.2 Snälltåget's E-ticket // valid for journeys until 2023-12-11
A passenger with Snälltåget's E-ticket receives a confirmation with booking details sent to their email immediately after booking. The passenger is obliged to carry the confirmation in digital form or as a printout and show it to the train personnel.
2.1.3 E-ticket (PDF) // valid for journeys until 2023-12-11
A passenger with an E-ticket (PDF) receives a ticket in a PDF file sent to their email after booking. The passenger is obliged to carry the PDF file in digital form or as a printout and show it to the train personnel.
// Text replacing 2.1.1–2.1.3 and valid for journeys from 2023-12-12
Snälltåget distributes tickets as PDF tickets to email, which are also offered as Wallet tickets.
2.2 International Cards Issued by Eurail B.V.
Valid Interrail and Eurail cards in Sweden are valid for travel with Snälltåget if the travel diary is correctly filled out.
Interrail and Eurail cards are issued to a specified person. The passenger is obliged to carry, present, and hold the Interrail card throughout the train journey and show a valid identification document to the train personnel.
All trains require the passenger to pay an additional fee that includes a reserved seat, sleeping berth, or Private Compartment.
Interrail and Eurail cards are not valid for travel on Snälltåget's departures to and from Austria.
2.3 Travel Documents Issued by Other Travel Arrangers
Ticket rules according to point 2.1 apply unless otherwise agreed between Snälltåget and the travel arranger as stated in the passenger's travel document.
2.4 Seat Reservation
Snälltåget only has train departures with mandatory seat reservation. Connecting bus traffic does not have the option for seat reservation. Seat reservation is included in the ticket price when available.
2.5 Purchase of Ticket Onboard
If space is available, it is possible to purchase a ticket onboard the train. The passenger must always contact the train personnel before boarding. A ticket purchased onboard is a paper ticket, and the passenger is obliged to hold the ticket throughout the train journey. A seat is not guaranteed when purchasing a ticket onboard.
Onboard purchases can be paid using
• Mastercard and VISA
• Swish
• Exact cash in SEK, EUR, and DKK.
3. REBOOKING AND REFUND
3.1 Rebookable Tickets and Refunds
Tickets purchased via Snälltåget.se are rebookable. Tickets sold through resellers are non-rebookable. Regardless of the sales channel, refundable tickets can be purchased for an additional fee.
If you purchase a ticket on the same day you are travelling (Private compartment in a night train 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 in a night train, cancellation must be made no later than seven days before departure.
You rebook by first cancelling your journey.
When a rebookable ticket is cancelled, the traveller receives a credit note consisting of the ticket price minus a fee of 50 SEK per leg and traveller. The credit note is valid for the purchase of journeys within 365 days. The credit note 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 credit note multiple times.
If you bought your ticket through us at Snälltåget, you can cancel at Snälltåget.se/minresa. 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 travellers, the price is recalculated to reflect the pricing applicable under the new conditions; for example, if one of two travellers cancels, the group discount according to point 1.3 is removed, resulting in a higher price for the remaining traveller.
It is not possible to cancel travellers in a private compartment.
3.2 Tickets with Special Conditions
When purchasing a package trip that includes Snälltåget, the tour operator’s conditions for cancellation and refunds apply.
When purchasing a trip with Snälltåget's night trains 304, 305, 3904, 3905, 3906, 3907, 13904, 13905, special ticket rules apply. The journey can only be purchased as a round trip, and it is not possible to cancel only one of the trips. This also applies to connecting routes that the customer has purchased in the same booking.
When purchasing a trip through a reseller where it is stated on the ticket that it is refundable until the train's departure time, the condition applies that it must be cancelled before departure.
4. VOUCHERS
Snälltåget's vouchers are valid for the purchase of rebookable tickets for Snälltåget's departures for 180 days on Snälltåget.se.
5. GROUP TRAVEL
5.1 Definition of Group Travel
Bookings exceeding 24 people are group travels. Special rules apply for payment, changes, and refunds for group travels.
Bookings exceeding four Private Compartments are group travels regardless of the number of passengers.
5.2 Payment
The booking must be confirmed by the customer through payment of the entire order on Snälltåget.se within 10 days after booking.
If payment cannot be made through the payment methods provided via Snälltåget.se, the customer must pay the amount to Snälltåget's bank giro 5215–2592 marked with the booking number.
If payment is not made within these time frames, the journey will be automatically cancelled.
5.3 Cancellation Rules
Cancellation up to 60 days can be made for a fee of 10% of the amount on the cancelled services.
Cancellation between 30 and 60 days can be made for a fee of 50% of the amount on the cancelled services.
For later cancellations less than 30 days before departure, the journey cannot be cancelled or refunded, the fee is 100% of the amount on the cancelled services.
Special cancellation rules are agreed upon for groups larger than 100 people.
5.4 Change in Number of Passengers
A change (reduction) in the size of the group can be made for a change fee according to 5.5 up to 30 days before departure.
Special change rules are agreed upon for groups larger than 100 people.
5.5 Fees for Changes of Name and Personal Data.
Changes of name and personal data can be made until departure for a fee of 500 SEK per occasion.
6. PERSONAL DATA (GDPR)
When a passenger purchases a journey from Snälltåget, the passenger provides information about themselves. If the passenger purchases a journey for someone else, the passenger provides personal data about that person.
Snälltåget processes passengers' 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, passengers have the right to know how their personal data is collected, used, and stored. Passengers also have the right to be "forgotten", i.e., for Snälltåget to delete their personal data from Snälltåget's records.
Personal data includes name, address, phone number, email address, personal identification number, and for international traffic, the passport's issuing country, and other information that can be linked to an individual.
Further information can be found in Snälltåget's Privacy Policy available at Snälltåget.se.
7. GENERAL TERMS
Snälltåget's general terms apply to train journeys with Snälltåget.
General terms are available at Snälltåget.se (see below) or Customer Service 040-669 62 00.
Snälltåget's General Terms for Train Journeys
1. INTRODUCTION
The obligations and rights of the passenger and Snälltåget are regulated in the Railway Traffic Act (2018:181), the European Parliament and Council Regulation (EU) 2021/782 on the rights and obligations of train passengers, and other applicable regulations. In addition to the aforementioned applicable regulations, these General Terms apply to every contract of carriage of a passenger with Snälltåget's trains that is entered into between the passenger and Snälltåget unless otherwise agreed.
For international travel with a direct ticket, the provisions of the Convention concerning International Carriage by Rail (COTIF) and the Uniform Rules concerning the Contract for International Carriage of Passengers by Rail (CIV) also apply. The designation CIV on the ticket or luggage receipt means that these rules apply.
For combined travel within Sweden with another railway, bus, or boat travel producer, where Snälltåget is one of the railway companies providing the transport, the respective company's travel terms and a Travel Guarantee according to Resplus travel terms apply.
Journeys with travel documents issued by Eurail are subject to Eurail's travel terms.
The General Terms also apply in cases where Snälltåget has used another mode of transport than a train to perform the agreed transport of the passenger. This also includes Snälltåget's connecting bus traffic.
The contractual terms do not apply in cases where Snälltåget has only acted as a reseller of the journey and Snälltåget is not included as a carrier in the journey. The respective carrier's contractual terms apply in these cases.
The General Terms may change after the passenger has made a ticket purchase. The contractual terms shall not be worsened for the passenger in such cases.
The General Terms are available at www.snalltaget.se or can be ordered as a PDF by phone 040-669 62 00.
2. DEFINITIONS
”Departure Point”: The location where the journey with Snälltåget according to the transport contract originally began.
”Destination”: The location where the journey with Snälltåget according to the transport contract ends.
”Resplus”: A national collaboration between several railway companies (including Snälltåget) and other actors within the public transport sector (also known as travel producers) in Sweden.
”Snälltåget”: Snälltåget AB with RICS code 3051 is a Railway Company according to the regulation.
”Ticket Price”: The price for the journey with Snälltåget.
3. TRANSPORT OF PASSENGERS
3.1 Obligation to Transport
Snälltåget is obliged to transport a passenger by train, which carries passengers according to Snälltåget's timetables and announced changes to these timetables, for the fixed ticket price. The obligation to transport applies as long as the passenger holds a valid ticket and there is space on the train, with the restrictions indicated in the timetables and these General Terms.
3.2 Obligation to Hold a Valid Ticket
3.2.1 Ticket Rules for Train Journeys
Information on Snälltåget's various tickets and the obligation to carry and present a ticket as well as a valid identification document is indicated in Snälltåget's current Ticket Rules for Train Journeys (see above).
3.2.2 Holding a Ticket
A passenger must at the first ticket inspection, without being asked, provide the train personnel with the information required for the train personnel to verify that the passenger holds a valid ticket. The passenger must also comply with the train personnel's instructions during subsequent ticket inspections.
If the passenger does not have a ticket when the journey begins, the passenger must immediately contact the train personnel and state that he/she does not have a ticket.
A passenger who cannot show that he/she holds a valid ticket and/or a valid identification document must purchase a ticket at the price applicable for purchase on the train.
The ticket must be kept throughout the journey, and the passenger must be able to present a valid ticket for the entire travel distance as long as the passenger remains on the train.
3.2.3 Valid Ticket
A ticket issued to a specified named passenger is personal and is only valid, upon presentation of a valid identification document, for that passenger. If the passenger cannot present such identification document, the passenger shall be considered to be without a valid ticket.
A ticket that has been altered without authorization is invalid and shall be confiscated by the train personnel.
3.2.4 Control Fee
A passenger who does not have a valid ticket and who at the first ticket inspection has not stated that he/she does not have a ticket or otherwise tried to avoid paying the fixed ticket price for the train journey is obliged to pay a control fee of 1000 SEK in addition to the cost of a new travel document.
3.3 Exceptions from the Obligation to Transport
A passenger loses the right to transport and shall leave the train as soon as possible or be denied access to the train if the train personnel assess
1. that the passenger is a danger or may pose a danger to railway traffic safety or;
2. that the passenger behaves intoxicated and disturbs the order or otherwise disturbs the order for other passengers in an unacceptable manner or;
3. that the passenger does not comply with the train personnel's instructions or;
4. that the passenger lacks a valid identification document or;
5. that the passenger has brought luggage or animals that are not allowed according to points 4.1 and 6.
A passenger who has lost the right to transport according to points 1–4 above has no right to receive compensation for the paid ticket.
A passenger who has lost the right to transport according to point 5 above has the right to receive back the ticket price paid by the passenger or, if the transport has begun, the difference between the ticket price and the price for the distance the passenger has been transported.
Snälltåget has the right to immediately remove a passenger at the nearest station if the person lacks a valid ticket according to point 3.2.
In cases where a passenger has repeatedly disturbed the order, Snälltåget has the right to cancel and refund the booked ticket.
3.4 Preliminary Timetable
If tickets are sold with the text "Preliminary timetable, check before departure," it is the passenger's responsibility to check the updated timetable on Snälltåget's website no later than the day before departure.
If the change in time exceeds 60 minutes in earlier departure time or later arrival time, Snälltåget informs about this and the customer has the right to cancel the journey according to point 9.1b and receive a full refund. If the customer does not wish to cancel the journey within 5 days, no later than departure, the transport contract and the updated timetable apply.
Snälltåget has the right to change the station due to track work, no compensation is paid as long as the new station is within the same urban area or equivalent.
When purchasing a paper or PDF ticket issued abroad, e.g., through DB, DSB, SBB, VR, and ÖBB, which are impersonal, Snälltåget cannot contact the passenger. In these cases, it is the passenger's responsibility to check the updated timetable via information on Snälltåget's website no later than the day before.
4. HAND LUGGAGE
The passenger is responsible for their hand luggage. The passenger is obliged to supervise their luggage, whether it can be monitored from the seat or not.
Snälltåget is not responsible for lost or damaged luggage unless Snälltåget has caused the damage through fault or negligence, see point 10.1 second paragraph.
The passenger has the right to bring one hand luggage with a maximum size of 55x45x25 cm and a smaller personal item, e.g., a handbag.
Hand luggage must not contain
1. dangerous goods, such as explosives and flammable items and liquids as well as toxic, infectious, and corrosive substances;
2. firearms unless the bolt or other vital part is removed and stored separately from the weapon, which must be stored in a case; or
3. items that can cause discomfort or inconvenience (e.g., strong odours) to other passengers.
When booking a Private Compartment, empty seats can be used for luggage storage to the same extent as for a passenger.
On trains that carry a luggage car, larger bags can be checked in, see section 5.
4.1 Prams
Prams must be folded during boarding and alighting and throughout the journey due to space constraints.
4.2 Bicycles
Bicycles cannot be transported with Snälltåget due to space constraints. Folded bicycles can be brought and must comply with the luggage size requirements.
On trains that carry a luggage car, bicycles can be checked in, see section 5.
4.3 Skis
Skis must be stored in a case.
On trains that carry 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 takes care of lost property. If no one claims the lost property within three months of discovery, the lost property will be donated/disposed of. Inquiries about lost property are made through a form on Snälltåget.se or by phone 040-669 62 00.
An administrative fee is charged for the collection of lost property.
5. CHECKED BAGGAGE
On certain trains/routes, a luggage car or other spaces are available for checking in skis, bicycles, and larger luggage (the type of luggage may vary based on the physical conditions of the train). Transport is carried out for a fee and only to passengers who have entered into a transport contract for the corresponding route.
Skis must be packed and weigh a maximum of 10 kg. Boots must be stored in the compartment or at the seat.
Bicycles must be packed.
Larger luggage must be within the dimensions of 80x50x35 cm and weigh a maximum of 23 kg. You must be able to lift the bag on and off yourself.
Checking in luggage is done against a receipt. The luggage must be labelled with 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 can still release the luggage if the person shows that he/she has the right to the luggage.
A fee is charged for luggage checked into the luggage car.
Snälltåget's liability for luggage checked into the luggage car is regulated in the Railway Traffic Act.
6. TRAVELLING WITH ANIMALS
One (1) pet per ticket, such as dogs and cats, can be taken on board for a fee in specially designated areas in the train. If there are no available seats in the specially designated areas for animals on the train, animals cannot be brought. When travelling with animals, passengers must book a ticket in advance where it is indicated that the reserved seat or compartment has the characteristic "Animals Allowed".
Animals must be placed on the floor. If animals are placed on the seats, the passenger risks a control fee for cleaning the seats.
Guide dogs for personal assistance to visually impaired passengers can be taken free of charge even in other areas.
7. PASSENGERS WITH SPECIAL NEEDS
7.1 Information on Accessibility
On Snälltåget's website www.snalltaget.se, information is provided on
1. the conditions for boarding and alighting from the trains;
2. the accessibility on the trains; and
3. the aids available on the trains.
The information is also provided via Customer Service at 040-669 62 00.
Passengers with disabilities are recommended to contact Customer Service at 040-669 62 00 before purchasing a ticket to obtain information about the conditions for travelling from/to the relevant stations and with the relevant train.
7.2 Guidance and Assistance
Snälltåget offers free
• assistance when boarding and alighting
• assistance to ensure that passengers with disabilities are offered the same services as other passengers on board the train.
Guidance and assistance as described above must be pre-booked through Customer Service at least 24 hours before departure. If a passenger with a disability does not pre-book guidance or assistance, Snälltåget cannot guarantee that a person with a disability can board and alight the train and use Snälltåget's services on board.
7.3 Allergy
The train's restaurant car has a wide range of options to accommodate various forms of allergies.
8. RULES OF CONDUCT
8.1 Smoking
Smoking is prohibited on all trains. This also includes e-cigarettes.
8.2 Alcoholic Beverages
It is not allowed to drink brought alcoholic beverages on board the train. This does not apply if passengers belong to the same group and have booked a private compartment.
Alcohol sold in the restaurant car can only be consumed in the restaurant car. This does not apply to trains in international traffic.
8.3 Noise Level
Conversation tone, sounds from, for example, radio, speakers, mobile phones, etc., should be kept at a level that does not disturb other passengers. Between 22:00 and 07:00, it should be quiet enough for other passengers to sleep.
8.4 Safety Regulations
Passengers are not allowed to board or alight from a moving train. Passengers are also not allowed to open the carriage doors while the train is moving. Boarding and alighting may only take place when the train is at the platform.
It is not allowed to enter the railway area except where it is clearly indicated that the public has access, such as through signs.
Rail crossings may not be crossed when the barriers are lowering, lowered, or rising, when the warning bell is ringing, a stop signal is shown, or a train is approaching.
9. DELAYS, MISSED CONNECTIONS, AND CANCELLATIONS
9.1 Delay of More Than 60 Minutes to the 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 to choose one of the following:
1. Continue the journey to the final destination.
2. Compensation equivalent to the full ticket price, under the same conditions as at the time of purchase, for the part or parts of the journey that were not completed and for the part or parts that were completed if the journey became pointless considering the passenger's original travel plan.
3. Rebooking to the final destination with Snälltåget on a later day that the passenger finds suitable and on equivalent transport terms with Snälltåget.
4. Return to the departure point
If Snälltåget does not inform about the options 1–4 above within 100 minutes, the customer has the right to enter into an agreement with another provider of public transport by train or bus. Snälltåget shall compensate for necessary, reasonable, and appropriate costs.
Snälltåget informs the passenger via SMS and email, and information is also published on Snälltåget's website.
9.2 Obligation to Offer Assistance in Case of Delay of More Than 60 Minutes
Snälltåget shall in case of cancelled trains or delays of more than 60 minutes to the passenger's destination, free of charge, offer
1. Meals or light refreshments, to the extent these are available on the train and proportional to the waiting time.
2. Hotel room or other accommodation and, if necessary, transport between the railway station and the accommodation, if a stay or an additional stay 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 is stranded on the line, where and if this is physically possible.
If the connection must be interrupted, Snälltåget shall organize alternative transport for the passengers as soon as possible.
If the train service has been delayed and the delay has resulted in a missed connection, Snälltåget's personnel shall, at the passenger's request, certify in writing 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 stated below. 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 Journeys with Eurail
The right to compensation and the procedure for this are stated in Eurail's travel terms. Snälltåget does not provide compensation according to 9.3.1 or 9.3.2 for the supplements that the customer has paid for travel with Snälltåget.
9.4 Limitations to Snälltåget's Liability
9.4.1 Circumstances Leading to Exemption from Liability
Passengers are not entitled to compensation according to points 9.1–9.3 if they were informed about a delay before purchasing a ticket.
Snälltåget is not obliged to pay compensation according to point 9.3 if Snälltåget can prove that the delay, missed connection, or cancelled journey was directly caused by or of a nature associated with the following:
a) Extraordinary circumstances not associated with railway operations, 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 due care as required by the circumstances.
b) Fault or negligence of the passenger.
c) Behaviour of a third party, such as persons on the track, cable theft, emergencies on board, law enforcement activities, sabotage, or terrorism, which Snälltåget could not have avoided or prevented the consequences of, even if Snälltåget had exercised due care as required by the circumstances.
Strikes conducted by Snälltåget's 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 exception referred to in point c.
Snälltåget is exempt from liability from the last paragraph of point 9.1 if Snälltåget has informed the customer about the options via Snälltåget's website and through the contact details in the form of email and mobile phone number that the customer has provided to Snälltåget in the booking.
9.4.2 The Passenger Has Refused Proposed Alternatives
Snälltåget does not provide compensation for passenger expenses if the passenger has refused Snälltåget's offers of other transport connections, offers of hotel rooms, other accommodation, meals, or refreshments.
If Snälltåget has not provided an offer of food and accommodation, the passenger will be compensated for reasonable additional expenses for food and accommodation, and, if necessary, transport to the accommodation. If Snälltåget has offered food, accommodation, and transport free of charge according to point 8.2, no compensation for these costs is provided.
9.4.3 Connections Outside the Transport Contract
Snälltåget's liability only applies until the journey's destination according to the transport contract entered into by the passenger with Snälltåget.
Connecting journeys from the destination with travel documents purchased separately, such as boat, flight, or bus tickets, are not compensated.
9.4.4 Amount Limit
No compensation is provided if the amount is less than 4 EUR per person.
9.4.5 Exhaustive Regulation
Unless otherwise provided by the Railway Traffic Act or other mandatory regulation, the passenger is not entitled to claim further compensation from Snälltåget – such as for example lost income or other financial damage – for delays, missed connections, or cancellations than stated in this point 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 incident, through a web form on www.snalltaget.se or by letter 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 desired in cash
• Train, date, route
9.6 Payment of Compensation
Compensation shall be paid within one month from the date the request for compensation has been received by Snälltåget.
10. SNÄLLTÅGET'S LIABILITY FOR DAMAGES
10.1 Liability for Personal 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 regulated in the Railway Traffic Act. According to the main rule of the law, Snälltåget is strictly liable for personal injury suffered by the passenger as a result of railway operations while the passenger was on board or boarding or alighting from a railway vehicle.
The same applies to property damage that occurred in connection with the personal injury.
If property damage occurred without connection to personal injury, Snälltåget is liable for the damage only if Snälltåget caused the damage (fault or negligence).
10.2 Limitations of Liability for Damages
The liability for property damage is limited to half a base amount unless Snälltåget caused the damage through intent or gross negligence.
Snälltåget is not liable for damage the passenger may suffer by missing the train's departure time, boarding the wrong train or carriage, or not alighting from the train at their destination or transfer station.
If the passenger can prove that their actions were caused by incorrect information from Snälltåget's staff, inaccuracies in Snälltåget's timetables, its tickets, or its signage, the passenger has the same right to compensation.
10.3 Reporting of Damage
If personal and/or property damage occurs, or another situation for which the passenger wants to make a claim for compensation from Snälltåget, it should, if possible, be reported to the train personnel on board.
10.4 Submission of Claims
Passengers should submit claims for compensation no later than three (3) months from the event that entitles compensation.
Snälltåget shall respond to the passenger's claim within one month.
11. COMPLAINTS, ETC.
11.1 Submission of Claims
Passengers should primarily contact the train personnel to regulate any claims for compensation on board the train.
If the train personnel cannot handle the compensation claim, the passenger can submit complaints by letter to Customer Service or via a web form on www.snalltaget.se.
Agreements on compensation between the passenger and the train personnel or other authorized personnel at Snälltåget must be noted on the ticket or otherwise in writing. If no note has been made, the party claiming the existence of an agreement must prove its existence and content.
Snälltåget does not compensate for services that the passenger has not paid extra for, e.g., non-functioning Wi-Fi, power sockets, or if individual toilets are out of order.
11.2 Handling of Claims
Snälltåget handles complaints where Snälltåget's General Terms apply. Other complaints, where Snälltåget has acted as a reseller, will be forwarded to the relevant carriers.
11.3 Disputes
If the parties cannot agree, private passengers have the right to have the dispute reviewed through alternative dispute resolution at the National Board for Consumer Disputes (ARN).
If you live in an EU country or in Norway, Liechtenstein, or Iceland and have purchased your journey on Snälltåget.se, you can use the European Commission's online dispute resolution website (ODR).
Other disputes arising from Snälltåget's Ticket Rules or General Terms for Train Journeys shall be decided by a general court.
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