In case of delays/cancellation passengers must be kept informed of the situation, including the estimated departure time and estimated arrival time, as soon as such information is available.
If a delay of more than 60 minutes is anticipated in reaching the final destination, passengers must be offered a choice between:
- reimbursement of the full cost of the ticket for the part(s) of the journey not made, AND for the part already made if the journey no longer serves any purpose in relation to your original travel plan.
- continuation or rerouting, under comparable transport conditions, to the final destination at the earliest opportunity.
- continuation or rerouting, under comparable transport conditions, to the final destination at a later date of convenience to the passenger.
Passengers can also be entitled to compensation if their train arrives at least one hour late at the final destination, provided the cause of the delay was within the control of the rail carrier. Compensation is calculated as follows:
- 25% of the fare paid for delays between 60 and 119 minutes.
- 50% of the fare paid for delays of more than 120 minutes.
Payment should be made within one month of the passenger’s submitting a claim.
In the case of a delay of more than 60 minutes, passengers should also be offered:
- meals and refreshments, if they can reasonably be supplied.
- hotel or other accommodation, including transportation to and from the hotel.
Rail carriers must organise alternative transport services for passengers where the railway service cannot be continued any more.
Tickets must be available for purchase via staffed stations, ticket counters, selling machines, or the internet. In the absence of all of the above, rail carriers must have a facility to enable passengers to buy tickets on the train.
Rights of passengers with a disability or reduced mobility
Passengers are entitled to purchase tickets and reservations without any additional charge. Station managers and rail carriers must develop and apply non-discriminatory access rules.
Compensation for injury or death
Rail companies must compensate passengers and/or their families in the event of injury or death, provided that the cause of the injury or death was not out of the control of the rail company.
Rail carriers must have a complaints mechanism available to all passengers. As a rule, complaints should be made to the rail company that issued the ticket. If the company does not respond, or has declined your claim, you can submit your complaint to The Public Transportation Complaint Handling Body or ECC Norway.