Complaint & compensation

In case of a complaint, Flygbussarna Door to Gate sees to each case based on the specific situation and make an individual assessment of possible compensation accordingly. In order for the case to be handled, the complaint must be submitted to Flygbussarna Door to Gate by filling in our support form within 3 months of the date of the trip.

If it is determined that a complaint case is a result due to failure of the company, customers can receive compensation in the form of compensation for future bookings, or in some cases, a partial or full refund. In most cases where alternative transportation has been taken and paid by the customer, the refund will not cover the full repayment of the original booking, but the difference between the alternative means of transport and the cost of the original booking of Flygbussarna Door to Gate.

If it is determined that a complaint case is a result due to fault of the customer or circumstances that is not due to Flygbussarna Door to Gate, there is no compensation.

If your assigned Door to Gate car is delayed or unable to pick you up, you will be contacted by our dispatchers. Sometimes it happens that we will replace your Door to Gate car with a taxi instead. In this case, you will receive a message about this via a phone call or SMS.

In case of delay or if you have a reasonable belief that the car is delayed, you are entitled compensation for other transport. A condition for the right to compensation is that it was reasonable to choose the transportation or the transportation used.

If you do not request compensation for other transport in case of delay, you are entitled to a price reduction of:

  • 50% of the ticket price if the delay amounts to more than 20 minutes
  • 75% of the ticket price if the delay amounts to more than 40 minutes
  • 100% of the ticket price if the delay amounts to more than 60 minutes

If you before your departure accept another pickup period from Flygbussarna Door to Gate than the previous period booked, it is the new specified pickup time that is subject for these conditions.

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