Travel guarantee when using local or light rail trains - Arriva

A travel time guarantee means a refund of the cost of alternative transport, including taxi when granted by Arriva, when delay or failing to stop causes waiting time beyond 30 minutes.

Two kinds of travel time guarantee are offered namely “pendler rejsetidsgaranti” (for commuters) and “basis rejsetidsgaranti” for a single delay.
In order to qualify for “pendler rejsetidsguarantee” one has to register one’s commuter route.

Specifically for travelers on Vestbanen operated by Arriva:
In case Vestbanen is delayed, Arriva will cover expenses for a taxi or driving your own car. The travel guarantee covers up to 50 km. To be applied for.

”Basis rejsetidsgaranti” you can apply for when arrival at your destination station is more than 30 minutes delayed.

“Pendler rejsetidsgaranti” compensates you for delays of more than 5 minutes and is calculated quarterly as an average of the trains running on the route registered by the individual commuter.

For “pendler rejsetidsgaranti” compensation is monetary. Application demanded.

For “basis rejsetidsgaranti” compensation is either monetary or in the form of a new ticket for the same route as the original trip at the travelers discretion. Application demanded. 

You can file your complaint to Arriva:

Kundeservice@arriva.dk

If you have received a written verdict that you do not agree with, you can complain by contacting

Ankenævnet for bus, tog og metro/The Appeal Board for Bus, Train and Metro.

Ankenævnet for bus, tog og metro

Automatikvej 1

DK-2860 Søborg

Tel: (+45) 88 88 82 16

• The Appeal Board for Bus, Train and Metro (in Danish - new window)

For traveling by bus, train and metro in Denmark, a number of laws and regulations must be compliant with. The most important are:

Denmark

• Lov om trafikselskaber, statutory order nr. 323 of 20. marts 2015 (in Danish - new window)
• Færdselsloven, statutory order nr. 2018-11-21 nr. 1324 (in Danish - new window)
• Jernbaneloven, statutory order nr. 686 af 27. maj 2015 (in Danish - new window)
• Lov om pakkerejser og sammensatte rejsearrangementer, 2017-12-26 nr. 1666 (in Danish - new window)
• Bekendtgørelse om jernbanevirksomhed på letbaner (den københavnske Metro), BEK nr 73 af 02/02/2009 (in Danish - new window)
• Bekendtgørelse om regulering af erstatnings- og forsikringsbeløb i henhold til jernbaneloven, BEK nr 1125 af 09/10/2017 (in Danish - new window)

EU

• Regulation (EC) No 1371/2007 on rail passengers’ rights and obligations (new window)

For further information about travel time guarantee with Arriva:

• Travel time guarantee - Arriva (in Danish - new window)

For complete information and enquiries concerning journeys by regional or light rail train:

North Jutland: NT Customer Centre

Tel. (+45) 98 11 11 11

• Nordjyllands Trafikselskab (new window)

Central Jutland: Midttrafik Customer Centre

Tel. (+45) 70 21 02 30

• Midttrafik (new window)

South Jutland: Sydtrafik Customer Centre

Tel. (+45) 70 10 44 10, E-mail: post@sydtrafik.dk

• Sydtrafik (in Danish - new window)

Zealand: DOT Customer Centre

Tel. (+45) 70 15 70 00

• Zealand - DOT (new window)
• Zealand - DOT -Travel Guarantee for buses and local trains (new window)