Train delay refund — Ankenævnet for Bus, Tog og Metro

Direct answer

EU rail passenger rights: 25 % of the ticket back from 60 minutes' delay, 50 % from 120 minutes, plus meals and, if stranded overnight, a hotel — in cash or transfer, not only vouchers, if you ask. Claim from Your railway operator — the operator — within its deadline, with the ticket and the train number. If the operator refuses or does not answer, Ankenævnet for Bus, Tog og Metro (33 18 21 60) — the rail passenger body for Denmark — decides; for cross-border trains, Forbruger Europa (forbrugereuropa.dk) helps for free.

Call firstYour railway operator

Report toAnkenævnet for Bus, Tog og Metro

If that failsForbruger Europa

🗣️ What to say

"Train [number] on [date] from [A] to [B] arrived [minutes] late / was cancelled. Ticket [number/attached]. Under Regulation (EU) 2021/782 I claim [25/50] % of the fare, [amount], in cash to [account], plus [meal / hotel / taxi] costs of [amount], receipts attached."

🪜 Step by step

Keep the proofTicket, the delay confirmation (ask the conductor or the app), receipts for food, taxi, hotel.
Claim from the operatorOnline form; deadline often 1–3 months. Say "cash" — vouchers are optional for you.
Missed connectionSame ticket through to destination: the delay at the final station counts, and you can take the next train.
Refusal or silence: Ankenævnet for Bus, Tog og MetroThe national enforcement body decides; free.
Season ticketsPro-rata compensation schemes exist for repeated delays; ask the operator for its scheme.

📇 All contacts

Your railway operatorDelay refunds and compensation claims, online formWithin the operator's claim window, often 1–3 months

Ankenævnet for Bus, Tog og MetroComplaints against rail and transport operatorsWhen the operator does not pay📞 33 18 21 60 🔗 www.abtm.dk

Forbruger EuropaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 www.forbrugereuropa.dk

Forbrug.dk — Forbrugerrådet TænkGuidance, templates, adviceWhen the shop refuses🔗 www.forbrug.dk

❓ Frequently asked

The delay was "force majeure"

Since 2023 operators can refuse compensation for extreme weather, sabotage or health crises — not for staff shortages or technical failures. Ask which and contest.

I bought two separate tickets

Then the missed connection is your risk unless sold together as a through journey. Buy through tickets where possible.

Regional or commuter train?

Countries may exempt some local services from compensation; the operator's own scheme still applies. Ankenævnet for Bus, Tog og Metro knows the exemption list.

📎 Sources

Last checked: 2026-09-26

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🚆 My train was delayed or cancelled — how do I get money back?