Claims and compensation
Was your train delayed? Did you have to use alternative transport or do you need help with payment errors? On this page you can find information and apply for refunds and compensation.
Frequently asked questions about refunds
Single and season tickets
You are entitled to a 50 per cent refund on your single ticket, and 50 per cent refund of the one-day value of your season ticket if the following occurs:
- Delays of more than one hour to the agreed station on Vy’s trains Oslo–Bergen and Flåm–Myrdal.
- Delays of more than 30 minutes to the agreed station on all other Vy trains.
You will not be entitled to a discount if you were notified of the delay 30 minutes/1 hour before you purchased your ticket.
*The one-day value is calculated by dividing the price of the season ticket by the number days it is valid for.
Smartprice
The same refund terms apply to Smartprice as for ordinary Single tickets up to and including the 20th journey. You are entitled to a refund of 50 per cent of the ticket price in the event of delays of more than 30 minutes.
All journeys after 20 tickets are subject to the same refund terms as season tickets. You will then be entitled to a refund of 50 per cent of the one-day pro rata value of the season ticket in the event of delays of more than 30 minutes, based on there being 30 days of travel during the period.
If we cannot offer alternative transport in the event of a delay or service cancellation, we will reimburse your documented travel expenses if you exceed:
- 20 minutes delay on journeys of up to one hour by up to NOK 550
- 40 minutes delay on journeys of one to three hours up to NOK 825
- 60 minutes delay on journeys of more than three hours up to NOK 1,100
For journeys of more than three hours where the delay means you will not arrive before the following day, you may be reimbursed for accommodation expenses of up to NOK 800. If there is less than 20 minutes until the next departure, you will not be entitled to reimbursement.
Note that you will not be reimbursed for any costs for consequential damages caused by delay.
You will not receive reimbursement if you knew, or should have known, about the delay or cancellation before you purchased a ticket, nor will you be entitled to reimbursement if the delay or cancellation is due to circumstances beyond our control.
If the delay was notified before you bought the ticket, you are not entitled to compensation.
In situations where where something unforeseen has happened, and you have therefore been delayed, or you incur other expenses due to train delays or cancellations, you may be eligible for a full or partial reimbursement of your expenses. Claims for reimbursement must be submitted in writing along with documentation of your expenses no later than three months after the incident.
Travel guarantee when you take the train
- The train must be at least 30 minutes late when it arrives at the airport.
- You must also take a train that is scheduled to arrive at the airport at least 30 minutes before check-in closes.
- The refund will cover new flight ticket and other expenses you may have because you have to take a later flight.
- See all the details relevant to travelling to the airport by train in paragraph 6A in our conditions of carriage.
Travel guarantee when you take the bus
- You must allow at least 60 minutes in addition to the airline check-in time to be able to claim a refund.
- The refund covers costs for alternative transportation or other expenses incurred as a result of a missed flight connection.
- See all the details relevant to travelling to the airport by bus in paragraph 4.3 in our conditions of carriage.
In your claim, you must provide a detailed description of what happened. If you are entitled to compensation, you will be reimbursed within one month after Vy have received the claim and the necessary documentation.
If we have arranged alternative transport and you choose to book your own taxi instead, you will not be entitled to compensation.