If you are a private passenger and you booked your own trip, you do not have to do anything to be compensated for a delay. All customers who suffer from a delay and have bought their own ticket on MTRX's website (mtrx.travel) or the app, will automatically receive their compensation on their account.

We use official data from the Transport Administration (Trafikverket). If the train is delayed the compensation is generated automatically and it will be refunded and reach the customer's bank account within 14 days. When the payment is processed, the customer receives an e-mail that contains all relevant information regarding the delay including the compensated amount. Customers who booked through other channels still have to contact MTRX to receive their compensation. All compensations are calculated in accordance with MTRX's travel conditions, which comply with EU and industry standards.

If the train arrives at least one hour late to the destination according to the transport agreement, you are entitled to the following compensation;

• 60–119 minutes delay: 25% of the ticket price you paid for the delayed train.
• 120 minutes delay or more 50% of the ticket price you paid for the delayed train.

MTRX does not have account details for customers who booked via a travel agency, agent or commuter card. Therefore, the customer must contact MTRX customer service via mtr.se or the app to submit their account details in order to receive the compensation. This also applies to bookings with company agreements.

Read more about our travel conditions here.

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