Travel guarantee

First, make sure that you fulfil the conditions for when the travel guarantee applies.

If you are in any doubt as to whether the travel guarantee applies, you can call Midttrafik Customer Services on tel. + 45 70 210 230.

Call for a taxi or drive your own car. We refund travel expenses up to 75 km by taxi or 75 km there and back by car. You pay the costs yourself. If you travel by taxi, remember to get a receipt, which you must submit along with your application. 

We recommend that we receive your application within 14 days of you using the travel guarantee. The period of limitation is 3 years. 

If your application is accepted, we will pay the sum 7 days after we receive your application.

You can use Midttrafik’s travel guarantee if you experience one of these situations:

• Your bus, Letbanen or Midtjyske Jernbaner is more than 20 minutes late
• Your bus, Letbanen or Midtjyske Jernbaner has departed before the time stated on the timetable
• Your bus, Letbanen or Midtjyske Jernbaner goes past you without stopping, and it is more than 20 minutes until the next one
• Your bus is so late that you miss your connection to another bus, Letbanen or Midtjyske Jernbaner, and if as a consequence of this you are more than 20 minutes late reaching your destination (the travel guarantee applies to connections shown in the timetable.
• The travel guarantee covers other connections if you have at least 4 minutes to change bus, Letbanen or Midtjyske Jernbaner plus walking time to another stop – if, for example, it is a 3-minute walk, you must have a total of at least 7 minutes for your connection)

Consider whether you can use another bus connection before ordering a taxi or driving.

If you need to travel further than 75 km, you can drive to the nearest transport hub, from where you can usually find further transport options.

If you are one of several passengers at the stop who should have been on the same bus, Letbanen or Midtjyske Jernbaner, you can get a taxi or drive together. You can drive up to 50 km per person. Here the travel guarantee also applies only for transport to the destination the bus, Letbanen or Midtjyske Jernbaner would have gone to.

If you are delayed by more than one hour when travelling with Letbanen or Midtjyske Jernbaner as a result of train delays/disruptions, you can apply for a ticket refund. 

Tickets are only refunded if you have completed the journey which was subject to delays/disruptions.  This refund policy applies to the following ticket types: single trip ticket from vending machine, tickets or trips purchased via the Midttrafik app, transit ticket/travel cards or rejsekort.

We use the following rates to calculate the refund:

• 25% of the ticket price is refunded for delays of 60-119 minutes
• 50% of the ticket price is refunded for delays of 120 minutes or more
• Commuters: 50% of the day price is refunded for delays of 60 minutes or more

If there are delays of 60 minutes or more during your train journey, you are welcome to cancel the journey and return to your departure station on the same ticket. In addition, you can get your ticket refunded free of charge.

Furthermore, if you are delayed by more than 60 minutes when travelling by train, you are entitled to a compensation for a light meal and beverage against a receipt. Midttrafik offers a refund of up to DKK 50 when you buy a light meal and beverage in a nearby shop. This could for instance be a bread roll and a soft drink.

We do not offer any refunds for purchased alcoholic beverages, tobacco, magazines, newspapers etc.

There is a minimum refund amount of DKK 25 per person, which means that refunds of less than DKK 25 per person are not paid. 

This refund option only applies to trips made with Letbanen and Midtjyske Jernbaner.

If you want to apply for a refund due to a delayed journey, it is necessary to write in the comments field when completing the form.

Read about Arriva’s travel guarantee

Read about DSB’s travel guarantee

The travel guarantee does not apply:

• In case of force majeure
• If the delay has been caused by circumstances outside of Midttrafik’s control. This could include, for example, work stoppages; road blocks; bad weather in the form of heavy snow, ice, high winds, etc.; traffic accidents or sudden incidents where travel by private car on the same route would have been similarly affected. 
• If Midttrafik had advised passengers of operational changes at www.midttrafik.dk/trafikinfo or via other local media no later than 24 hours in advance. 
• If you are delayed in connection with changing between trains, flights or ferries, or buses from a private bus company. 
• In connection with delays that are due to inadequate information, incorrect information and/or possible errors on Midttrafik live 
• Expenses for lost earnings. 
• Any part of the journey you would have taken by train, air, ferry or buses from a private bus company (e.g. cost of new ticket). 
• For groups of over 8 individuals. Schools, institutions, etc. with a CVR/EAN number can get a seat and travel guarantee by booking group travel no later than 4 full working days before travel on midttrafikbestilling.dk

If you are in any doubt as to whether the travel guarantee applies, you can call Midttrafik customer service on tel. + 45 70 210 230

Fill in an online application form

Midttrafik must receive your application within 14 days of you using the travel guarantee. Failure to submit within 14 days does not mean that you cannot receive compensation, since the period of limitation is 3 years.

Remember to fill in your CPR. number og your IBAN and SWIFT code.

You can see how we process your personal information in Midttrafik's privacy policy

Your information will be sent encrypted to Midttrafik. 

If you are entitled to compensation, the travel guarantee is paid out in DKK. Costs associated with the transaction are to be shared between Midttrafik and the customer, equivalent to costs incurred in each country.

You can also print out an application form and deliver it in person or send it to us.

Remember to attach your taxi receipt.

Application form (pdf)

Midttrafik
Søren Nymarks Vej 3, 8270 Højbjerg
Please mark the envelope: Travel Guarantee

Or

Midttrafik Customer Services
Aarhus Rutebilstation
Fredensgade 45, 8000 Aarhus C
Please mark the envelope: Travel Guarantee

Midttrafik’s travel guarantee covers travel expenses incurred from journeys by taxi (against a receipt) or private car (according to the government’s mileage rate) up to a distance of 75 kilometres. Please note that applications for a refund must be made by the driver of the car.

Taxi or car expenses will only be refunded to the destination to which the bus, Letbanen or Midtjyske Jernbaner would have taken you.

If you are delayed by more than one hour when travelling with Letbanen or Midtjyske Jernbaner as a result of train delays/disruptions, you can apply for a ticket refund.