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Refund for delays and disruptions

If you run a risk of being delayed by 20 minutes or more, you are entitled to a refund for a taxi journey of a value of up to 1185 Swedish kronor.

You can also receive a refund for tickets with another transport service provider, if there is another service for the route you are taking.

You can receive compensation for a taxi journey or ticket costs with another transport service company’s trains, buses or boats, if you risk being delayed by 20 minutes as a result of disruptions to the service or as a result of poor information provided by SL.

SL can not be held responsible for providing information about disruptions in any other language than Swedish. You can however often get help in English from our service staff.

When you request the refund, our evaluation is based upon the disruptions to the service, possible defects in our information and your report on why you risked being delayed by 20 minutes.

Try to plan your journey well in advance and be out in good time, particularly if the journey includes interchanges or if you have an appointment to keep. 

Fare refund

If you don't use an alternative way to travel and are reimbursed for that, you can get a refund on your fare if you are delayed. 

  • If you are delayed by 20 minutes or more, you can get a 50 percent refund on your fare. 
  • If you are delayed by 40 minutes or more, you can get a 75 percent refund on your fare. 
  • If you are delayed by 60 minutes or more, you can get a full refund on your fare.

Contact Customer services for more information about how to apply for a refund. 

This is what you do

In order for us to be able to refund your taxi expenses, you must have a printed taxi receipt or ticket from the other service you used. Fill out the web form on the Swedish section and send us the original receipt/original tickets together with the reference number from your application. Receipts/tickets older than two months will not be considered.

You can also use our printed forms, available at the SL Center and in the Metro stations.

Refund will be transferred to your bank account/personal account or paid out via a bank giro advice.

The processing of your case can take several weeks.

Call Customer Services +46 (0)8 600 10 00 if you have any questions about refunds or conditions of use.