Travel time guarantee when using regional trains or S-trains – DSB

Travel time guarantee means that when your arrival time with the train is delayed more than 30 minutes, you can apply for a compensation either in the form of a substitute ticket or pecuniary indemnity.

You can choose between ‘pendler rejsetidsgaranti’ and ‘basis rejsetidsgaranti’ depending on your transport pattern. 

‘Pendler rejsetidsgaranti’ offers compensation for a specific route to which you are registered and ‘basis rejsetidsgaranti’ provides compensation for a single delay. 

With 'basis rejsetidsgaranti' you can get the travel time guarantee after 30 minutes delay.

'Pendler rejsetidsgaranti' compensates you for delays of more than 3 minutes and is calculated as an average of the trains running on a selected route.

For ‘pendler rejsetidsgaranti’ you will automatically receive cash compensation. 

For ‘basis rejsetidsgaranti’ you can choose between getting cash compensation or a new ticket for the same route as the original trip.

You can file your complaint to DSB:

• Complaint to DSB (in Danish – new window)

If you have received a written verdict from DSB that you do not agree with, you can contact the costumer ambassador of DSB: 

• kundeambassadoeren@dsb.dk

You also have the opportunity to appeal the verdict by contacting:

Ankenævnet for Bus, Tog og Metro
Automatikvej 1
2860 Søborg

Email: mail@abtm.dk 
Tel: (+45) 22 62 65 00

• 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: 

• Lov om trafikselskaber, statutory order no. 323 of 20 March 2015 (in Danish – new window)
• Færdselsloven, statutory order no. 1710 of 13 August 2021 (in Danish – new window)
• Jernbaneloven, statutory order no. 686 of 27 May 2015 (in Danish – new window)
• Lov om pakkerejser og sammensatte rejsearrangementer, Act. no. 1666 of 26 December 2017 (in Danish – new window)
• Bekendtgørelse om jernbanevirksomhed på letbaner (den københavnske metro), statutory order no. 73 of 2 February 2009 (in Danish – new window)
• Bekendtgørelse om regulering af erstatnings- og forsikringsbeløb i henhold til jernbaneloven, statutory order no. 1164 of 22 November 2019 (in Danish – new window)
• Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations (new window)
• Regulation (EU) No 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulation (EC) No 2006/2004 (new window)

For further information about travel time guarantee at DSB:

• Travel time guarantee – DSB (in Danish – new window)

For complete information and enquiries concerning journeys by local or light rail train and bus, where travel guarantee applies:

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

• Sydtrafik (new window)

Funen: FynBus Customer Centre

Tel. (+45) 63 11 22 00

• FynBus (new window)

Zealand: DOT Customer Centre

Tel. (+45) 70 15 70 00

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