The travel guarantee does not apply to the ferries. Also, the travel guarantee does not apply to the airport express bus in Ålesund or other commercial bus lines.
Travel guarantee for bus
It is important to us that you reach your destination on time. Nevertheless, delays or other shortfalls in the public transport service occur. In that case we will:
- provide you with the best possible information about what is going on.
- provide you with information regarding alternative transport/travel routes as early as possible.
- set up alternative transport for you to the extent it is practically feasible.
To apply for a refund, you must submit the travel guarantee form along with receipts no later than 1 month after the incident.
Apply for travel guarantee
If alternative transport is not possible, documented expenses for travel by taxi (and/or own car or other alternative transport) will be refunded according to the following rates:
- 20-minute delay on journeys under 1 hour by up to NOK 550
- 40-minute delay on journeys between 1 and 3 hours by up to NOK 825
- 60-minute delay on journeys over 3 hours by up to NOK 1100
Refunds only apply to mileage allowances. The refund does not cover tolls, parking or rental car expenses. If several people travel together, only the driver can submit a claim for refund.
Longer travels
If the journey is over 3 hours and the delay results in your arrival the next day, you can be reimbursed for legitimate accommodation expenses. This must be cleared with the FRAM Customer Centre beforehand.
The right to a refund is applicable:
- to all deviations where information was not provided beforehand
- to single journeys and transfers during your trips
The travel guarantee does not apply if it is 20 minutes or less to the next departure according to the timetable.
The travel guarantee also does not apply if the delay or cancellation occurs due to circumstances beyond FRAM's or the operator's control. These are situations such as:
- official orders and restrictions
- strikes and the like
- natural catastrophes
- extraordinary weather conditions
- roadwork or unforeseen road problems
- major events or other traffic conditions that significantly affect public transport
- pandemic
As well, the travel guarantee does not cover losses resulting from delays, e.g. lost dental appointment, work engagement, train departure or flight departure.
The travel guarantee for bus transport is based on the recommended Industry Standard from 2015, prepared by Kollektivtrafikkforeningen and NHO Transport.
Travel guarantee for express boat
It is important to us that you reach your destination on time. Nevertheless, delays or other shortfalls in the public transport service occur. In that case we will:
- provide you with information about the delay or cancellation no later than 30 minutes (after the scheduled departure time). In addition to the time for delayed departure/arrival or next departure/arrival.
- give you information about other alternative transportation.
If we cannot offer you a new itinerary, as described in point 3c, we will cover the cost of a taxi or other alternative transport if you stay more than:
- 30 minutes late on trips under 1 hour by up to NOK 750
- 60 minutes late on trips between 1 and 3 hours by up to NOK 1000
- 90 minutes late on trips over 3 hours by up to NOK 1500
Refund for delayed or canceled departure
The right to a refund applies in the event of a canceled departure or delay of more than 90 minutes. In that case, you should either get:
- refund for paid ticket within 7 days, or
- new itinerary at the same price and on the same travel terms
- information about new itinerary within 30 minutes. If you do not receive information within 30 minutes, you can instead choose alternative transport and have the expenses covered according to the refund rates.
Compensation for delayed arrival
Ved forseinka framkomst kan du krevje kompensasjon for billettprisen etter følgande satsar:
- One hour for a journey with a fixed duration of up to four hours. We refund 25 % of the ticket price.
- Two hours for a journey with a fixed duration of more than four hours, but not more than eight hours. We refund 25 % of the ticket price.
If you travel with a period ticket, and you have been affected of delayed arrival more than three times in the course of a month, you will receive compensation according to the rules above.
If the delay is more than double what is given in the points above the compensation shall amount to 50% of the ticket price.
Compensation under NOK 50 will not be paid.
The travel guarantee does not apply if:
- it is 30 minutes or less until the next departure according to the timetable.
- if you have been informed about the delay or cancellation of the departure on the FRAM's website, or another suitable place, before departure time.
The travel guarantee also does not apply if the delay or cancellation occurs due to circumstances beyond the control of FRAM or the operator. This is the case as (for example):
- frozen fjords
- strong winds and currents
- accidents for which the operator cannot be blamed
- nationwide strike
- public injunction and prohibition
- pandemic
As well, the travel guarantee does not cover losses resulting from delays, e.g. lost dental appointment, work engagement, train departure or flight departure.
The travel guarantee for express boat transport is based on the recommended Industry Standard from 2021, prepared by Kollektivtrafikkforeningen, which is based on EU no. 1177/2010.
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