4.1 You can receive compensation for the cost of other transportYou are entitled to compensation for the additional costs you incur to reach your final destination on time if you have reason to assume that you will be delayed in reaching your final destination by more than 20 minutes. This may, for example, involve the cost of having to travel by taxi, car or using another transport company.
If you are requesting compensation for costs of other transport (for example taxi, car, or rental car), then it is possible for you to receive compensation for the shortest route to the final destination. The shortest route to the final destination must be chosen even if that results in the traveller being charged with congestion tax. Upon receiving the request for compensation SL has the right to make an assessment of whether the request is reasonable or not.
You are not entitled to compensation for taxi costs if you yourself (the person requesting compensation) are an owner of the taxi company that operated the taxi journey for which you are requesting compensation.
4.2 You can be reimbursed for a purchased ticketYou must have purchased a ticket to be entitled to a reimbursement. If your journey is delayed by more than 20 minutes and if you have not requested compensation for other transportation under Sub-clause 4.1, you are entitled to be reimbursed for a part of the price you have paid for the ticket. This proportion depends on the length of the delay.
Delay of 20–39 minutes = 50 per cent proportion repaid
Delay of 40–59 minutes = 75 per cent proportion repaid
Delay of 60 minutes or more = 100 per cent proportion repaid
If you use credit, you must have touched your ticket against SL Access equipment to be able to request a reimbursement. If you travelled with Contactless pay as you go and submit a complaint and request a refund of the fare on the day that the delay occurred, SL can stop the transaction under certain conditions. If you travelled with Contactless pay as you go and submit a complaint and request a refund the day after the delay occurred or at a later date, the transaction must be completed in order for you to request a refund. If you are using a period ticket, the reimbursement is based on the price of the ticket divided by the number of journeys an average passenger makes during the term of validity of such a ticket. The current compensation amounts can be found on sl.se.
