FAQ about compensation from the travel guarantee
This is where you will find answers to questions about when you may be entitled to compensation under the travel guarantee.
When should I contact the Swedish Legal, Financial and Administrative Services Agency (Kammarkollegiet) and when should I contact the Swedish Consumer Agency (Konsumentverket)?
We are responsible for two different acts. The Swedish Legal, Financial and Administrative Services Agency is responsible for the Swedish Travel Guarantee Act and the Swedish Consumer Agency for the Swedish Package Travel Act.
You are welcome to contact us at the Swedish Legal, Financial and Administrative Services Agency if your trip is cancelled or interrupted because the travel operator has become insolvent or been declared bankrupt.
If you have questions about a trip which is cancelled because of the corona pandemic or government desicions and recommendations, you should contact the Swedish Consumer Agency.
I want to apply for compensation. Where do I find the application form?
You can find the application form and information about what rules apply when your trip has been cancelled at our webpage Apply for compensation under the Travel Guarantee Act.
I have submitted an application to the Swedish Legal, Financial and Administrative Services Agency
What is the status of my case? Why is it taking so long before I get a decision?
We have a high workload due to the state of the travel industry and society in general because of the corona pandemic. Processing times are therefore much longer than usual, at the moment about six months.
We are working as quickly as we can to deal with all cases that are coming in. A case officer will get in touch if supplementary information is needed. When we have handled your case, we will send a decision by post to the address you provided in the application.
My trip has been cancelled because of the corona pandemic or government decisions and recommendations, whom should I contact?
You should contact the travel company to claim a refund.
The Package Travel Act applies in this case. The Swedish Consumer Agency is responsible for this Act, and you can find information about your rights and advice on their website, opens in a new window External link, opens in new window.
If there is a dispute between you and the travel company, you can contact the Swedish National Board for Consumer Disputes, opens in a new window External link, opens in new window.
If you have paid for your trip by credit card, you can also explore the possibility of claiming the money back from your credit card company.
What are the rules when the traveller has cancelled his/her own trip?
You cannot get compensation under the travel guarantee if you cancel your trip yourself.
In the event of cancellation, the provisions of the Package Travel Act on refunds apply. The Swedish Consumer Agency is responsible for this Act, and you can find information about your rights on their website, opens in a new window External link, opens in new window.
Is the travel guarantee valid if I have a gift voucher for the travel company?
No, the travel guarantee does not apply to gift vouchers. Think twice before you accept a gift voucher, as it could be worthless if the travel operator were to be declared bankrupt.
I have booked a package travel that has been cancelled because of the corona pandemic or government decisions and recommendations
If I instead rebook the trip for a later date and the travel company is declared bankrupt after I have rebooked my trip, can I be entitled to compensation under the Travel Guarantee Act for my rebooked trip?
Yes, if you rebook your trip and the company is subsequently declared bankrupt, you may be entitled to compensation under the Travel Guarantee Act. In this case, the trip is cancelled due to bankruptcy, in which case the Travel Guarantee Act applies.
According to contact with the travel company, the trip was going to be refunded, but no refund has yet been made. The travel company has since been declared bankrupt. Can I be entitled to compensation under the Travel Guarantee Act?
You are not entitled to compensation for a trip cancelled due to the corona pandemic or government decisions and recommendations. This applies even if the travel company is declared bankrupt after the trip has been cancelled. It is always the reason why the trip was cancelled that determines whether you are entitled to compensation under the Travel Guarantee. Act
If a travel operator has cancelled a package travel because of the corona pandemic or government decisions and recommendations, the provisions in the Package Travel Act apply. If the company has been declared bankrupt, you have a claim against the bankruptcy assets and you must make your claim to the receiver in bankruptcy.
You can find more information on which rules apply for compensation under the Travel Guarantee Act on the website “Apply for compensation under The Travel Guarantee Act".
How much can I get back if my package travel is cancelled because of the travel company’s insolvency/bankruptcy?
The travel guarantee should cover all payments you have made for the package travel.
This does, however, presuppose that the travel company has arranged an adequate travel guarantee.
In cases where the travel company’s travel guarantee does not cover the total amount being claimed by all travellers, we make a percentage allocation between travellers entitled to compensation. This means that we distribute the amount that the company has lodged as a guarantee proportionately between all applications.
When do I have to submit an application?
Apply as quickly as possible, but no later than within three months of it having become clear that your trip will not be taking place.