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The bus company can refuse to let you take the bus if they cannot meet the safety requirements. This may involve the bus or bus stop not being designed so you can travel safely.
If you are refused travel, the bus company must inform you about other buses or departures that you can travel with.
If you have already bought a ticket, but are not allowed to take the bus, the bus company must offer you:
Your money back, and if relevant, a return journey to the place you boarded at no cost.
Another journey to your destination that is safe for you and practically implementable.
Travel with an escort
If you can travel safely with the help of an escort, you can request to travel. Your escort should then be allowed to travel free of charge and, if possible, be given a seat next to you on the bus.
If the bus travel is longer than 250 kilometres and you have special needs to be able to make the trip, the bus company and terminal operator can provide you assistance at three appointed terminals:
the City terminal in Stockholm
the Nils Ericson terminal in Gothenburg
the Umeå bus station.
To receive assistance, you must notify your needs to the bus company, terminal operator, travel agency, or tour operator no later than 36 hours before the trip.
You need to be at the meeting point at the time specified by the travel company. The meeting time must never be more than 60 minutes before the scheduled departure time. If you have not been given a specific meeting time, you should still always arrive at the meeting point at least 30 minutes before the departure time.
If you have requested assistance, you can receive help at certain terminals with:
reporting your arrival at the bus station
making your way from the meeting place to check-in, the waiting room and boarding area
Getting on and off of the bus and getting on and off of the bus in the event of a stop during the journey if there is staff other than the driver on-board
Loading and unloading your luggage.
bringing a guide dog on board the bus
getting to your seat
receiving essential information about the trip in a way that you can understand.
The Swedish Consumer Agency and the Swedish Transport Agency share responsibility for ensuring that the rules protecting passengers with disabilities are followed.
You can report to us at the Swedish Consumer Agency if you believe that a transport company or terminal is violating the rules. A report does not mean that your individual case will be investigated. However, it is important information for us when we review how companies comply with the rules.
The Swedish Transport Agency is responsible for ensuring that stations and platforms are accessible. They also oversee that transport companies and station managers, as far as possible, meet the need for escorts if they are not available on the transport.
The content is presented in collaboration with ECC Sweden, which is part of the ECC network and the Swedish Consumer Agency's information service. ECC Sweden is part-financed by the European Union.
The content of this website represents the views of the author only and it is his/her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA) or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for use that may be made of the information it contains.
