Travel (time) guarantee when using regional trains or Vestbanen – GoCollective

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

A travel guarantee means a refund of the cost of alternative transport (including taxi, when granted by GoCollective) when delay or failing to stop causes waiting time beyond 20 minutes.

2 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' a passenger has to register their commuter route.

Specifically for travellers on Vestbanen operated by GoCollective

In case Vestbanen is delayed 20 minutes or more, GoCollective will cover the cost of a taxi or the use of your private car of up to 50 kilometres.

You can apply for 'Basis rejsetidsgaranti' when the arrival at the station of your destination is delayed 30 minutes or more. 

'Pendler rejsetidsgaranti' compensates you for delays of 3 minutes or more and is calculated quarterly as an average of the trains running on the route registered by the individual commuter.

Specifically for travellers on Vestbanen operated by GoCollective

You are able to apply for the travel guarantee if the local train is delayed 20 minutes or more, or if the local train departs more than 2 minutes ahead of time from the station, and there is at least 20 minutes until the next departure.

For 'pendler rejsetidsgaranti' the compensation is monetary and you must apply for this.

For 'basis rejsetidsgaranti' the compensation is either monetary or in the form of a new ticket for the same route as the original trip at the travellers discretion. You must apply for the compensation.

Specifically for travellers on Vestbanen operated by GoCollective

If you wish to have your expenses for a taxi or the use of your own private car compensated, you must apply for this. GoCollective will cover the expenses up to 50 kilometres. 

You can file your complaint to GoCollective through this email:

• Kundeservice@gocollective.dk

If you have received a written verdict from GoCollective that you do not agree with, you can appeal the verdict by contacting:

Ankenævnet for Bus, Tog og Metro
Automatikvej 1
DK-2860 Søborg

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

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

Travelling by bus, train and metro in Denmark is regulated by a number of acts and regulations. The most important of which being:

• Lov om trafikselskaber, statutory order no. 215 of 1 March 2023 (in Danish)
• Færdselsloven, statutory order no.168 of 14 February 2023 (in Danish)
• Jernbaneloven, statutory order no. 686 of 27 May 2015 (in Danish)
• Lov om pakkerejser og sammensatte rejsearrangementer, Act. no. 1666 of 26 December 2017 (in Danish)
• Bekendtgørelse om jernbanevirksomhed på letbaner (den københavnske metro), statutory order no. 73 of 2 February 2009 (in Danish)
• Bekendtgørelse om regulering af erstatnings- og forsikringsbeløb i henhold til jernbaneloven, statutory order no. 1164 of 22 November 2019 (in Danish)
• Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations
• 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

For further information about travel time guarantee at GoCollective:

• Travel time guarantee – GoCollective (in Danish)

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

Central Jutland: Midttrafik Customer Centre

Tel. (+45) 70 21 02 30

• Midttrafik

South Jutland: Sydtrafik Customer Centre

Tel. (+45) 70 10 44 10

• Sydtrafik

Funen: FynBus Customer Centre

Tel. (+45) 63 11 22 00

• FynBus

Zealand: DOT Customer Centre

Tel. (+45) 70 15 70 00

• Zealand – DOT – Travel Guarantee for buses and local trains