Travel guarantee

Fill out the form below by clicking '+ Travel guarantee' in order to make use of the travel guarantee.

Travel guarantee

With Odense Letbane's Travel Guarantee you can take a taxi and have the bill covered by Odense Letbane if you experience one of these situations:

If the tram is more than 20 minutes late

When changing between tram and bus or train: If your first tram is delayed and you miss the next tram or bus. However, the tram or buses must stop at the same stop/terminal and there must be at least 5 minutes between the arrival and departure of the bus or tram according to the timetable.

If the tram or bus is so delayed that you cannot change to another FynBus bus or tram, and if as a result you are delayed by more than 20 minutes at your destination (the travel guarantee applies to changes that appear on the timetable. In the case of other changes the travel guarantee will apply if you have at least five minutes to change bus or tram + possible walking time to another stop - if there is, for example, a 3-minute walking time, you must have a total of at least eight minutes to change).


When does the Travel guarantee not apply?

You cannot make use of the Travel Guarantee in the following situations:


How do I use the Travel Guarantee?

Once we have received your request for reimbursement of the trip by taxi, we will check whether the conditions are met. If they are, we will deposit the money into your NEM-account within a week.

I am applying for a refund on behalf of someone else

If you are writing on behalf of someone else, it is important that you complete this power of attorney and attach it (in Danish).

If you are delayed by more than one hour

If you are delayed by more than one hour when travelling with Odense Letbane as a result of tram delays/disruptions, you can apply for a ticket refund. You can not combine a ticket refund with the reimbursement for a taxi.

Tickets are only refunded if you have completed the journey which was subject to delays/disruptions.  This refund policy applies to the following ticket types: single trip ticket from vending machine, tickets or trips purchased via the FynBus app, transit ticket/travel cards or rejsekort.

We use the following rates to calculate the refund:

If there are delays of 60 minutes or more during your tram journey, you are welcome to cancel the journey and return to your departure station on the same ticket. In addition, you can get your ticket refunded free of charge.

Furthermore, if you are delayed by more than 60 minutes when travelling by tram, you are entitled to a compensation for a light meal and beverage against a receipt. FynBus offers a refund of up to DKK 50 when you buy a light meal and beverage in a nearby shop. This could for instance be a bread roll and a soft drink.

We do not offer any refunds for purchased alcoholic beverages, tobacco, magazines, newspapers etc.

There is a minimum refund amount of DKK 25 per person, which means that refunds of less than DKK 25 per person are not paid. 

This refund option only applies to trips made with Odense Letbane.

If you want to apply for a refund due to a delayed journey, it is necessary to write this in the comments field when completing the form.

Søndre Hospitalsvej 6, 5260 Odense S

CVR 36478497

EAN 5798006615070