With our travel guarantee, we are committed to doing our best to get you to your destination at the right time. If you make a complaint, we will do our very best to learn from our mistakes and prevent them from happening again.
If however there are delays or other problems with our public transport service, we will:
- Provide as much information as possible on the situation
- Provide information as quickly as possible on alternative transport/routes
- Set up alternative transport where practically possible
If we cannot provide alternative transport and if you are more than 20 minutes late, we will refund any documented expenses for taxis (and/or own car or other form of alternative transport) according to the following rates:
- Journeys of less than 1 hour: Up to NOK 500
- Journeys of between 1 and 3 hours: Up to NOK 750
- Journeys of more than 3 hours: Up to NOK 100
For journeys of over 3 hours, where the delay means that you do not arrive at your destination until the next day, we will refund your accommodation costs.
In order to have a valid claim, you have to fill in and send a travel guarantee form or contact us in writing at the latest 1 month after the event. We will answer your letter as soon as possible and at the latest 4 weeks from the date we receive the form.
Click here for a travel guarantee form
The travel guarantee applies to all ordinary bus and rail routes in Hordaland. The guarantee does not apply to other parts of public transport which are not included in our service in Hordaland.
When is the passenger guarantee valid?
The main rule is that the travel guarantee is valid at all times. If the problem in transport was announced in advance or if you know or should know that the reason for the delay has not been caused by Skyss, we will not be able to offer a refund.
The travel guarantee is not valid if conditions over which Skyss does not have control cause the delay or cancellation, such as extraordinary weather conditions or natural phenomena, problems with the route which were not known or other traffic-related factors, public injunctions and prohibitions, strike and lockout etc. Neither does the guarantee apply to the consequences of delays, e.g. not being able to attend a dentist's appointment, missing a business meeting or the departure of a flight.
The travel guarantee is a national scheme prepared by the public transport service and the Federation of Norwegian Transport Companies.
Our guarantee comprises the following 11 points which, together, describe what you can expect from us:
Our services operate when we say they will operate
– all services shown in the timetable or appearing in other forms of travel information will operate unless otherwise indicated
Our services never operate ahead of schedule
You should know the destination of each bus
– The bus should be clearly marked with its destination and/or point of boarding
You should be able to obtain information onboard
– all buses should contain up to date timetables, etc.
Your queries should be answered
– the bus driver should be able to provide you with necessary information about relevant departure & arrival times, fares and fare regulations for the service you are using, as well as connecting services
You should be kept up to date regarding any unforeseen occurrences
– in the event of operational problems, you should be kept informed via the bus’ loudspeaker system (immediately and then at regular intervals)
– where necessary, we will endeavour to arrange for an alternative means of transport
The bus should be clean and comfortable
You should receive a written reply when you write to us
– we aim to reply within ten working days
We should listen to you – and learn from you
– everything that you tell us, either personally or via our own market research, will be used towards improving the quality of our service.
We should do our very best to avoid any delays
With significant delays, we will reimburse your taxi expenses
– when we are responsible for a delay of more than 20 minutes, and an alternative means of transport has not been arranged, we will reimburse your taxi expenses for an amount up to NOK 400. You should send us the taxi receipt a soon as possible, stating the service number, time and place.
Main rule: The travel guarantee applies at all times, when there have been errors on our part
Where a delay or cancellation has been announced beforehand, or where the customer is aware or should be aware that the reason for the delay is not the responsibility of Skyss, we are unable to offer compensation.
The travel guarantee does not apply where a delay or cancellation is the result of circumstances beyond the carrier’s control, such as adverse weather conditions, force majeure, highway problems and other traffic conditions that the carrier could not have been aware of, civil orders and prohibitions, strikes and lockouts, etc. Neither does the guarantee cover you for losses that are the consequence of any delay, e.g. missed appointments, business meetings or flight departures.