Delay compensation and complaints Ultra

Terms and Assessment

Entitlement to compensation is assessed based on the total length of the route operated by the service you are travelling on.

For journeys within the urban area of Umeå, the Public Transport Passenger Rights Act (2015:953) applies.

Conditions for Routes Under 150 km

Fare Reduction in the Event of a Delay

If you are delayed by more than 20 minutes, you are entitled to compensation under our delay compensation scheme, with refunds calculated as follows:

• 20–39 minutes: 50% of the fare paid
• 40–59 minutes: 75% of the fare paid
• 60 minutes or more: 100% of the fare paid

• 30-day season ticket: total price paid divided by 22
• 60-day season ticket: total price paid divided by 44
• 90-day season ticket: total price paid divided by 66
• 120-day season ticket: total price paid divided by 88

If you are travelling with a season ticket, the compensation cannot exceed the total cost of the ticket.

Compensation for Alternative Transport

If you are delayed by at least 20 minutes in reaching your final destination, or are likely to be, you may be entitled to claim for alternative transport. This could include the cost of a taxi, your own car, or other means of transport.

The cost must be reasonable, so please keep expenses as low as possible. You can then apply for reimbursement afterwards.

Taxi or Alternative Transport

For taxi journeys, the maximum reimbursement is SEK 1,480 per receipt for journeys made in 2026.

If several passengers share a taxi, each person must pay separately and obtain their own receipt to qualify for reimbursement.

To claim reimbursement for a taxi or other transport, the original receipt must be sent to:

Länstrafiken i Västerbotten AB
Reklamation
Box 158
SE-901 04 Umeå

Digital receipts are accepted provided the passenger’s name is clearly shown and the receipt can be attached directly to the application form.

For travel by private car, compensation is paid at SEK 25 per 10 km.
The maximum reimbursement (regardless of how many passengers were travelling) is SEK 1,480 for journeys made in 2026.

Complaints and Compensation

We ask that you submit your complaint within two months of completing your journey. If you have been unable to do so within this time, please submit it as soon as possible and explain the reason for the delay in your application.

Please note that you must always provide your travel card number if you travelled using a pass. Single tickets, taxi receipts or receipts for other expenses must be submitted in their original form.

How to Apply

You can apply for delay compensation and/or submit a complaint by:

• Completing the application form
• Emailing: reklamation@tabussen.nu
• Writing to: Länstrafiken i Västerbotten, Box 158, SE-901 04 Umeå
• Calling customer services on: +46 771 100 110

What is not covered

• Länstrafiken i Västerbotten does not cover any consequential costs arising from delays, such as parking fees, missed medical appointments, loss of earnings, or similar expenses. We also do not reimburse missed flights, ferries, trains or buses that fall outside our terms and conditions.
• You are not entitled to delay compensation if the delay was caused by circumstances beyond the operator’s control (force majeure), even if all reasonable steps had been taken.
• No compensation will be paid if planned changes were announced on our website at least three days before the date of travel.
• You cannot claim both a fare reduction for delay and compensation for alternative transport.
• Some tickets are issued free of charge, including school travel passes, paratransit tickets in Umeå Municipality, and summer holiday tickets. For these tickets, you are not entitled to a refund of the ticket value in the event of a delay, but you may still be eligible for compensation for alternative transport such as a taxi or private car.