Customer Service Centre Travel guarantee

Passasjerer venter på bussen ved Drammen busstasjon.

Travel guarantee

Our travel guarantee commits us to do our best to make sure you arrive on time. However, if there are delays or other failures in the public transport service, we will reimburse you for expenses for alternative transport if you stay more than:

20 minutes delayed on journeys under 1 hour with up to NOK 550.
40 minutes delayed on journeys between 1 and 3 hours with up to NOK 825.
60 minutes delayed on journeys over 3 hours with up to NOK 1100.

If you have purchased a ticket and are unable to use it because the departure was cancelled, or there was no room for you on board, we will refund your expenses for a single ticket. We do not provide a similar refund for season tickets.

To apply for a refund, fill out the form at the bottom of this page. The form (with receipt if applicable) must be submitted within 30 days of the incident occurring.

Note that the refund applies up to given amount – this means that you will not receive more than your actual expenses.

The travel guarantee applies to single journeys and when you have a transfer on your journey. You must calculate sufficient transfer time and possibly extra walking time where there is no fixed correspondence.

The travel guarantee does not apply to ferries, but if something special happens, we will try to help. Please contact our customer center.

When does the travel guarantee not apply?

If we have informed you in advance of a delay that you know or should know about, the warranty does not apply.

It does not cover “consequential damages”, such as dental expenses, business appointments, flights or similar.

The travel guarantee does not apply in the event of incidents such as strikes or similar, natural disasters, extraordinary weather conditions (heavy snowfall, flooding, landslides, etc.), roadworks and unforeseen traffic conditions, or major events that significantly affect public transport.

Use of own car

For reimbursement of mileage allowance, only the driver can submit a claim if several people travel together. The warranty does not cover expenses for tolls, parking and the like.

From February 1, 2016, this travel guarantee applies to all Brakar routes. The guarantee is in accordance with the national travel guarantee.

Overview of the significance of the Bus Passenger Rights Regulation for public transport in Norway

Form for Reimbursement

Fields marked * must be filled in.

Name*
Address*
Postal code*
Postal location*
E-mail address*
Phone number*
The bank account to which any refund is to be deposited:*
Planned trip
All fields must be filled in.
From bus stop*
To bus stop*
Date of travel*
Name/number of route*
Expected departure time*
How long did you wait?*
CAPTCHA
What type of reimbursement does the request concern?*
- Refund for purchased bus ticket
- Reimbursement for travel by other means of transport (taxi/train/bus)
- Reimbursement for travel by own car
Refund for purchased bus ticket (Brakar)
If you have purchased a single ticket or a season ticket with Brakar, you can get a refund for the journey that was delayed if the travel guarantee is fulfilled. Fill in the following fields:
If you have purchased a ticket in an app, enter your App ID here (you can find this under settings in the app):
If you have a ticket on a travel card, enter the travel card number here:
If you have bought a ticket from a bus driver, attach your receipt here:
Max. file size: 80 MB.
Comment/additional information:
Journey made by other means of transport (train/taxi/bus)
If you have used a train, taxi or bus with someone other than Brakar and wish to be reimbursed for this journey, you must complete all fields in this section. A picture of the receipt must be attached.
From
To
Amount
Receipt
Max. file size: 80 MB.
Receipt
Max. file size: 80 MB.
Receipt
Max. file size: 80 MB.
Comment/additional information:
Travel with your own car
Fill in ONLY if you have driven your own car or ridden in another car as an alternative to the bus journey (mileage allowance does not apply to taxis). Please note that only the driver can submit a claim if several people are traveling together. The warranty does not cover expenses for tolls, parking or similar.
Enter the number of kilometers. State rates apply.
Comment/additional information:
Please note that you can have your case heard by the Transport Appeals Board. The case must be received by the Board no later than 4 weeks after Brakar’s response. You can find information about the Board and the appeal process on the Appeals Board website: Transportklagenemnda.no.

Complaints to be considered by the Board must be submitted no later than one year after the complainant has submitted a written complaint to the service provider.

Travel guarantee

When does the travel guarantee not apply?

Use of own car

Form for Reimbursement

Planned trip

Refund for purchased bus ticket (Brakar)

Journey made by other means of transport (train/taxi/bus)

Travel with your own car