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Travel Guarantee

Our ambition is to provide all of our passengers with the best travel experience. If delays occur during your journey with us, our travel guarantee compensates for certain types of deviations.

When transferring to lines operated by other operators, the travel conditions of the respective operator apply.

The Travel Guarantee

Our commitment is to do our best that you arrive at your destination on time. If we fail to do so, your feedback is valuable to us, as this will help us provide better service in the future.

In case of delays and/or other irregularities on our service we will do our best to:

  • Give you accurate information
  • Inform you of alternative transportation/travel options
  • If possible – organize alternative transport

If alternative transportation cannot be provided, we will refund your documented expenses for taxi or car, or other alternative transportation – if you are more than:

  • 20 minutes delayed on journeys up to 1 hour, with up to 550 NOK
  • 40 minutes delayed on journeys between 1 and 3 hours with up to 825 NOK
  • 60 minutes delayed on journeys more than 3 hours, with up to 1 100 NOK

For journeys of more than 3 hours, where the delay implies that you can not reach your destination until the day after, you will be reimbursed for the costs of accommodation. This must be cleared in advance by the company you will use or are using, when the journey is canceled or delayed.

If it is less than 20 minutes until the next departure, you will not be eligible for a refund.

To claim a refund, you must submit the travel guarantee form / send us a letter no later than three months after the incident. We will respond to your inquiry as quickly as possible and at the latest within one month after we receive your complaint.

Important: Original receipt and/or necessary documentation for your expenses must be retained until the case is finalized. If any additional costs are to be reimbursed, the original receipt must be submitted to us as an attachment upon request.

When does the Guarantee apply?

The right to reimbursement occurs at all sorts of irregularities that are not pre-announced. The refund applies to the use of other scheduled services, taxi or private cars. If you know that you can get help from another scheduled transport services, you should use that, optionally in addition to the taxi.

Travel guarantee applies for single journeys and when you have transfer in your travels. You must calculate adequate transfer time in addition to the necessary travel time if there is no permanent correspondence.

When does the travel guarantee not apply?

Travel guarantee does not apply if it is 20 minutes or less to the next departure according to timetable.

If you knew or should have known about the delay or cancellation before purchasing the ticket, the guarantee does not apply.

Travel guarantee does not apply if the delay or cancellation occurs in circumstances beyond our or carrier's control, such as:

  • Government orders and prohibitions, strike etc.
  • Natural disasters
  • Extraordinary conditions (eg. heavy snowfall, landslides, flooding or exceptionally slippery road)
  • Roadworks or unforeseen problems with the road
  • Major events or other traffic conditions that affect public transport in great extent
  • Consequential damages from the delay, such as missing a dental appointment, business deal, or a flight departure.

For the reimbursement of mileage expenses if using a car, only the driver of the car can submit a claim if multiple individuals are traveling together. The reimbursement applies only to mileage expenses.

Transfer times

When your journey consists of more than one leg/transfer of buses, it is important to be aware of the transfer rules of NOR-WAY Bussekspress. When a journey involves changing buses or switching from a bus to a train, boat, or plane, transfer time should be calculated.

When transferring from  a NOR-WAY Bussekspress bus to other buses, trains, or flights, the valid transfer time is:

  • 60 minutes for change from a NOR-WAY bus to trains, boats, airplanes* or buses operated by other companies
  • 30 minutes for change from a NOR-WAY bus to another NOR-WAY bus

If you have chosen a shorter connection time, you are not entitled to a refund in the event of delay or service interruption, even if the journey was booked by using the Travel Planner at nor-way.no.

*Please note that when going to an airport, the airlines check-in-times must be added on.

For journeys where less than 60 minutes in addition to check-in time is calculated, no claims can be made for the refund of costs for alternative transport or other incurred expenses due to a missed flight connection.

Complaint Handling

Claims for the refund of expenses for alternative transport, ticket expenses, or complaints about the journey must be submitted in writing within three months from the date of the journey. Claims for a refund should be sent using the contact form below. Within one month of receiving the inquiry, we will confirm whether the claim or complaint is accepted, rejected, or under review. A final response will be provided within three months from the date we received the inquiry. Passengers who do not have their claims covered or are dissatisfied with a complaint about the journey have the option to appeal to the Transport Complaints Board

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