Changes, refunds and complaints

If you have a train ticket which can be changed or refunded, you can do this yourself in My account.

See more information about cancellation and changes.

Not all tickets can be changed. You can check if your ticket and seat can be changed on My account or in the Vy app. If the ticket is changeable, you can also make the change yourself there.

Read more about making changes to train tickets.

If you have purchased a supplementary seat reservation for a regional train in Eastern Norway, you can easily cancel the reserved seat and reserve a new one in the Vy app. Read more about seat reservations for regional trains in Eastern Norway.

You are entitled to a 50 per cent refund of your ticket price if:

• You have experienced delays lasting longer than one hour on Vy’s trains Oslo–Bergen and Flåm–Myrdal.
• There are delays over 30 minutes on all other Vy trains.

Passengers holding season tickets will be given refunds for the ticket price in accordance with the rules set forth above, but in proportion to the number of days for which the season ticket is valid. Maximum overall refund for a season ticket is limited to 50 per cent of the ticket purchase price.

You are not entitled to a refund of the ticket price if you were notified about delays 30 minutes/one hour (see rule above) prior to purchasing your ticket.

In situations where you have to use alternative means of transport or incur other expenses as a result of a train delay or cancellation, you may be entitled to a full or partial reimbursement of your expenses.

Claims must be submitted in writing along with documentation of your expenses no later than three months after the travel date.

Submit your claim for a ticket refund or reimbursement.

Was your train delayed on the way to the airport? Read about our airport travel guarantee.

If your train is delayed or cancelled and we have not provided you with information on how to continue your journey within a reasonable time, you may be entitled to reimbursement of necessary and documented expenses for alternative transportation. This does not apply when a rail replacement bus is scheduled that has been announced in advance.

Submit your claim for a ticket refund or reimbursement

You can delete and add payment cards by logging in to vy.no and going to ‘My profile’. In the app, go to ‘Profile’, then select ‘Payment cards’.

Yes, if you have had multiple withdrawels or payment problems, you can apply for a refund.

Apply for a refund here.

Yes, if the journey did not correspond with what you could reasonably expect based on what you paid for, you can apply for compensation.

Apply for compensation here.