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AtB
Travel guarantee

Travel guarantee

With AtB travel guarantee we commit to do our utmost to ensure that you arrive at your destination in time.

If you have a complaint, we will do our best to learn from our mistakes to prevent them from happening again.

When does the guarantee apply?

The general rule is that the travel guarantee always applies.
If the deviation was announced in advance, or if you knew, or ought to have known, that the deviation was not caused by AtB, we cannot offer a refund.
The travel guarantee applies to all AtB’s buses (not the Night bus, Gråkallbanen (tram) or boats and ferries). The guarantee does not apply to public transportation that is not a part of AtB’s services in Sør-Trøndelag.

Make sure you have the correct timetable 

AtB produces new timetables whenever changes are made, usually in the spring and autumn. There are also special timetables for Christmas, Easter, and other public holidays that can be found on atb.no. Please note that the travel guarantee is based on departure according to the timetables; it does not apply to AtB Sanntid.

The travel guarantee does not apply 

•    If the delay or cancellation is due to circumstances beyond AtB’s control, for instance extraordinary weather conditions or other natural events.
•    If the next departure is in 20 minutes or less, according to the timetable.
•    In cases of unforeseen road problems or other traffic related matters.
•    Public orders or prohibitions, strikes etc.
•    Indirect losses caused by the delay or cancellation, for instance that you arrive late to your dentist appointment, a business meeting, or flight.
•    If you arrive late to a connecting bus or boat.

In cases where delays or other deviations to the public transport occur we will:

•    Inform you in the best way possible regarding the situation.
•    Give you information as early as possible about alternative transport or routes.
•    Do our best to arrange alternative transport.

If we are unable to offer alternative transport we will refund your expenses if you experience:

•    20 minute delay on journeys lasting less than one hour, with up to NOK 500
•    40 minute delay on journeys lasting between one and two hours, with up to NOK 750
•    60 minute delay on journeys lasting more than two hours, with up to NOK 1,000

Please note that if you are transferring during your journey, you must allow at least five minutes for the transfer, plus the time it takes to walk from one mean of transport to the next.

Expense refund

•    The travel guarantee form for reimbursement of taxi expenses is found here. Remember to attach the original receipt.
•    The travel guarantee form for payment of car allowance is found here. AtB only covers the mileage allowance according to the Norwegian government rates; not parking, ferry, road tolls etc. If you carpool, only the driver is entitled to a refund.

The forms are also available at AtB Service centers.

To claim a refund, you must fill in and send us a travel guarantee form no later than one month after the incident. Claims made after the deadline, or with incorrect information will be considered as invalid. 
We will answer your inquiry as soon as possible, and no later than four weeks after we have received the form. 
We do not refund to foreign accounts. If we are to reimburse your money, you therefore need to have a Norwegian bank account.
The travel guarantee is a national scheme adopted by the Public Transport Association and NHO Transport.

Travel planner