You can purchase a ticket on our website www.mtr.se or via our App “MTRX”. You, the Customer, are responsible for ensuring that your booking is correct. Read these Terms and check your booking details. You should also familiarise yourself with MTRX General Terms and Conditions for the Carriage of Passengers by Rail. Select “Pay” to complete the purchase. Once you have completed the purchase you have accepted the Terms. The Terms apply to all purchases of tickets directly from MTRX on our website www.mtr.se or via our App “MTRX”. When you purchase a ticket for travel from a travel agent or other agent, the terms and conditions applicable to that particular purchase shall apply.
When travelling with us, MTRX General Terms and Conditions for the Carriage of Passengers by Rail apply. The Conditions of Travel are available on our website www.mtr.se. If you purchase travel from a different operator, that operator’s terms and conditions for travel shall apply.
ABOUT YOUR TICKET
Types of tickets
We sell both tickets that are changeable/refundable and tickets that are non-changeable/nonrefundable. We offer an opportunity to reserve seats which must be done prior to departure and in connection with booking the ticket. We sell tickets/cards that are valid for a certain period (season tickets) and tickets that are not valid for a certain period.
The passenger must have a valid ticket to travel. A passenger who boards a train without a valid ticket must purchase a ticket on-board the train no later than 15 minutes from departure, failing which the passenger shall be deemed not to have a valid ticket. You can buy a ticket on our website www.mtr.se or via our App “MTRX”. You can also buy a ticket from the on-board staff. You might be asked to show a valid form of personal identification (“ID”)**. If you have purchased a personal ticket, we often request to see a valid ID in cases where the ticket was purchased less than 24 hours before departure.
Luggage, baby stroller, wheelchairs, guide gods/service dogs/pets etc. ,
MTRX ’s General Terms and Conditions for the Carriage of Passengers by Rail include provisions on travelling with luggage and pets. Brief overview:
The passenger may, free of charge, take one luggage items that is easy for him/her to carry, of reasonable circumference and, on each mode of transport, may be stowed in a designated or appropriate space.
A guideline for what constitutes luggage of reasonable circumference is 1 piece of luggage measuring approximately 800 x 500 x 35 mm and weighing no more than approximately 20 kg. You may also take a smaller bag (handbag, laptop etc).
Baby strollers, wheelchairs (including powered wheelchairs), walking frames and similar aids are permitted if space allows. Baby strollers shall be folded and stowed in a designated area. Mobility scooters are permitted if space allows. A space must be reserved prior to departure in connection with booking the ticket.
Where a passenger wishes to bring a wheelchair, walking frame or similar aids onboard the train during their journey, the passenger must ensure, prior to booking a ticket, that the wheelchair etc. is of a length, width and weight that may be taken onboard and used in the train. This also applies to mobility scooters. (The following size and weight restrictions apply on-board: width 800 mm, length: 1200 mm, weight: 350 kg. The applicable ground clearance must be a minimum of 50 mm.)
Bicycles (including electrical bicycles), electrical scooters, mopeds and similar vehicles are not permitted on trains.
Guide dogs and service dogs for personal assistance of passengers with disabilities may always be brought free of charge. There is no need to reserve a space for them. A guide dog or service dog may be placed on the floor next to the passenger.
Where pets are allowed, a space must be reserved prior to departure in connection with booking the ticket.
Where applicable, the booking fee will be specified on the ticket. MTRX does not charge any booking fee for tickets purchased on our website www.mtr.se or via the App “MTRX”.
A personal ticket may only be used by the person identified on the ticket. You must be able to show valid ID** on the train. Without valid ID a passenger may be deemed to not have a valid ticket. Personal tickets may not be transferred or resold to anyone else.
Traveller with commuter card
If the holders of such tickets repeatedly fail to comply with the provisions in MTRX ’s General Terms and Conditions for the Carriage of Passengers by Rail and do not make correction upon request of the on-board staff, MTRX reserves the right to cancel the contract and repurchase the remaining period of validity of the ticket.
When you buy a ticket on our website www.mtr.se or via our App “MTRX” we transfer your debt to us to a business partner. For this reason, a credit report may be obtained regarding the person identified as responsible for payment of the purchase. When booking a ticket against invoice MTRX , or the partner we have appointed for the transaction, may (where possible) obtain a credit report regarding the person identified as responsible for payment of the booking.
CHANGED/CANCELLED BOOKINGS AND TERMS FOR REFUNDS
When you buy a ticket on our website www.mtr.se or via our App “MTRX”, you can always cancel your purchase within 24 hours from the time of purchase. If the time of purchase is within 24 hours of departure, you may cancel your purchase up until 12 hours prior to departure. For information about how to cancel your purchase, see our website www.mtr.se.
Non-rebookable or non-refundable tickets
When you buy travel that is non-rebookable/non-refundable, the ticket cannot be rebooked or refunded.
Rebook /Cancell booking
If you buy travel that is rebookable/refundable, the following provisions apply:
You can cancel your travel with a refund up until departure, unless otherwise is stated in the ticket.
You can change your booking on the day of travel to the train before or train after your original booking on the day of travel. If you are travelling on the last train of the day, you can only change the booking for the train before. You can change your booking via our App “MTRX”, provided there is available space. Please note that when you change your booking within 24 hours of departure, we cannot always guarantee that there will be food for you onboard (this includes FLEX customers with pre-ordered food).
When you change your booking you will be refunded the value of the original travel (if applicable, after deduction of a rebooking fee). When you change to a more expensive ticket, you are obliged to pay the balance in accordance with the terms for that ticket.
When you cancel your booking you will be refunded the value of the original travel (if applicable, after deduction of a booking fee). Refunds may be paid within one year from and including the date of travel stated on the ticket.
Refund in the event of illness or death
In the event of illness or death the full value of the ticket (if applicable, after deduction of a booking fee) may be repurchased against an approved certificate. Approved certificates are:
Medical certificate: In the event of acute illness you need to show a medical certificate completed by a doctor, and evidenced by the doctor’s name, telephone number and stamp. If the certificate does not contain a stamp, a copy of the doctor’s authority shall be attached. The certificate shall include a date and diagnosis proving that the customer, due to acute illness, was not able to travel on the date the ticket was valid.
Death certificate or certificate from a priest or funeral service. In addition to the passenger’s own death, a ticket may also be refunded in the event of death of a close relative. The refund may also include the tickets of a whole travel group, provided they were included in the same booking. For more information, see our website ,www.mtr.se.
DISCOUNTED TICKETS (CHILDREN, YOUNG PERSONS, STUDENTS, PENSIONERS ETC.)
The following passenger categories may purchase discounted tickets. The discounts are provided on booking:
Infants (0 - 2 years)
Infants under 2 years travel free of charge in an adult’s lap. The child does not get its own seat. If there is any doubt regarding the child’s age, the adult must provide proof of the child’s age**.
Children (2 - 15 years)
For purposes of safety and comfort, children aged 2 - 15 years shall have their own seat. MTRX does not take on any particular responsibility for children. The parents/guardians are always responsible. Children travelling alone may have to provide proof of age**.
Youth (16 - 25 years)
You must carry proof of age**.
Students with valid student identification (CSN, Mecenat, Stuk and ISIC). Don’t forget that you must be able to show your ID** both at the time of purchase and when travelling.
The following provisions apply to Norwegian and Danish students:
1) The student certificate must be issued by a university.
2) To be valid for concession, the studies must be full-time and include at least 3 months. Studies may not be employer funded, adult studies are not eligible.
3) You must show a receipt of payment of the term fee.
Autumn term certificates are valid until and including 10 January and spring term certificates are valid until and including 10 September.
You must be able to prove that you are a senior. You can prove that you are eligible for a senior discount by showing identification proving that you are 65 or older**. If you started drawing your pension before turning 65, you must to be able to show a so-called pensioners’ certificate from the Pensions Authority.
If you receive sickness benefit, activity frant or disability benefit
You must be able to prove that you receive sickness benefit, activity grant or disability benefit. You must be able to show a so-called benefit certificate from the Social Insurance Agency (Försäkringskassan), currently called a “Certificate for beneficiaries” (“Intyg för förmånstagare”, form No. FK1999A). **Valid as personal identification: passports, Swedish identification documents, LMA cards from the Migration Agency, and national personal identification cards from countries within the EU. Other foreign identity documents do not qualify. Accompanying children do not need to show personal identification other than in situations where their age needs to be proved.
MTRX ’s Terms and Conditions for Purchasing, effective from 15/12/2014.
MTRX ’s Terms and Conditions for Purchasing, effective from 11/05/2017.
MTRX ’s Terms and Conditions for Purchasing, effective from 05/03/2020.