NSB's Conditions of Carriage

The following sets out NSB's conditions of carriage - the general guidelines applicable to persons travelling on an NSB train. The conditions apply to journeys undertaken from 4 December 2013 onwards.

Passengers' rights under the conditions of carriage apply as a supplement to the rules in the regulation on rail passengers' rights and obligations of 3 September 2010, no. 1241.

On the right to transport of disabled persons and persons with reduced mobility (Regulation (EC) no. 1371/2007, Art. 19.1 Right to transport)

§ 1 Validity of the conditions of carriage

The conditions of carriage constitute an agreement between NSB and the individual passenger. NSB here means the two companies NSB AS and NSB Gjøvikbanen AS. A passenger is taken to mean anyone who travels using a train which is operated by or operated under contract to NSB.

§ 2 NSB's obligation to transport passengers

A. NSB has an obligation to transport passengers holding a valid ticket to the stated destination station. The carriage shall take place without unnecessary delay and, if necessary, using an alternative means of transport to a train.

B. On request, NSB shall provide information about the transport service's accessibility to persons with disabilities. Information shall be given about the conditions for embarkation on and disembarkation from the company's trains, as well as which assistive facilities are available on board the trains. Persons with disabilities shall be offered assistance free of charge for embarkation and disembarkation. At some stations, there is also a service covering assistance from the station area to and from the train; see nsb.no to book this service.

C. NSB is not obliged to transport passengers who fail to comply with the instructions of the station or onboard staff, who are intoxicated or whose conduct may pose a safety risk or represent a nuisance to fellow passengers, or who require an extraordinary arrangement to be made for travelling and where NSB has not had the prior opportunity to plan necessary measures, or where, for safety reasons, NSB does not consider it appropriate to carry the passenger.

D. In the case of serious breach of these conditions of carriage, passengers may be turned away from NSB's transport facilities. Serious breach of these conditions of carriage is taken to mean, for instance, not complying with the instructions of station or onboard staff, or conduct posing a safety risk or representing a serious nuisance to fellow passengers.

E. In the case of serious breach of these conditions of carriage, passengers may, after having received written notice of denial of access in the event of repeated serious breach of these conditions of carriage, be denied access to NSB's transport facilities. Denial of access may be enforced for a period of up to 4 months. Notification of denied access shall be issued to the passenger in writing. Written notice of denial of access is effective for a period of 12 months from the date of issue. Passengers who are denied access to NSB's transport facilities may, on payment of an administration fee of NOK 150, demand a refund of the unused value of a season ticket or other tickets not used as a consequence of the denial of access.

F. NSB may cancel train departures and redeploy rolling stock when this is necessary for reasons beyond NSB's control, such as extraordinary weather or acts of God, unforeseen problems with the track, statutory orders and prohibitions, strikes, lockouts etc.

§ 3 Luggage

A. A passenger may take up to 30 kg of hand luggage, comprising a maximum of 3 items, which he/she embarks himself/herself and stows in the appropriate place. The same applies to skis, prams and the like. Cycles, toboggans, cycle trailers and the like can be embarked under specific conditions; see nsb.no. The passenger must supervise his/her own luggage during the journey.

B. Pets may be carried in allotted spaces. Onboard staff have the right to deny access to passengers accompanied by animals if the animal represents a nuisance or a safety risk. Separate rules for guide dogs in service and assistance dogs for disabled persons are described at nsb.no.

C. Inflammable or explosive materials or other luggage which may obviously represent a safety risk may not be carried on the train.

D. Weapons for hunting and sport or carried by military personnel may be accepted and carried on the train. The owner of the weapon must contact the train manager before boarding. For security reasons, the train manager may refuse to allow the passenger to embark the weapon and ammunition. During carriage, the owner of the weapon is responsible for the weapon and ammunition and for its supervision throughout the journey. Firearms must not be loaded with ammunition. The weapon must be properly packed in a case, bag, or similar; bolts must be stored separately. Weapons may not be carried in a holster or similar worn on the person. Up to 5 kg of ammunition can be carried, provided it is kept in its original packaging.

§ 4 Tickets

A. By tickets is meant NSB-approved ticket types and travel warrants, including tickets in digital/electronic format. The rules for purchasing, cancellation and refunding of tickets depend on the type of ticket. See nsb.no for more information.

B. Falsification of a ticket incurs liability for a penalty for document falsification set by the Norwegian Ministry of Transport and Communications and/or for the matter to be reported to the police.

C. Passengers who, in the event of a ticket inspection, are not in possession of a stamped or otherwise validly checked ticket, will be liable to pay a penalty surcharge set by the Norwegian Ministry of Transport and Communications. Passengers can purchase a ticket in a manned carriage. Any inspection in a manned carriage will not be carried out until all passengers have had an opportunity to purchase a ticket from the conductor as he/she passes through the carriage. The purchase and validation of digital/electronic tickets shall be completed before boarding the train. Passengers who, in the event of a ticket inspection, fail to produce a valid ticket and who do not pay the penalty surcharge on the spot must provide their correct name, address and date of birth and await verification of their identity, so that NSB may subsequently demand payment of the penalty surcharge.

§ 5 Detention of passengers without a valid ticket

The company's inspectors may detain a passenger if he or she:
a) cannot produce a valid ticket/travel warrant in a carriage marked as unmanned.
b) does not pay the penalty on the spot.
c) does not provide his/her correct name, address and date of birth.

The passenger can be detained for as long as he/she does not provide his/her correct name, address and date of birth. Detention may also be carried out while the details the person has provided are verified. If the passenger pays the penalty, he or she will be released from detention. Detention may not be carried out where, in the circumstances, it would be a disproportionate infringement on the person. Persons under 15 years of age may be detained in consultation with the police.

§ 6 General conditions of travel

Embarking or disembarking is not permitted while the train is in motion or has made a temporary stop not in a station, at a junction, while waiting for a signal and similar. Nor is it permitted to open the exterior doors of the train while it is in motion or stopped not in a station. Passengers must comply with the instructions of the onboard staff.

§7 Delays

A. Delay here means late arrival at a destination station relative to NSB's timetable. Significant delay refers to all NSB trains between Oslo and Trondheim, Oslo and Bergen, Oslo and Kristiansand/Stavanger, and Trondheim and Bodø which are more than 60 minutes late and to other NSB trains which are more than 30 minutes late.

B. In the event of a significant delay, the passenger may submit a claim for compensation of documented, forseeable, direct expenses, limited to a maximum of 2/10ths of the Norwegian National Insurance scheme's base amount, for example.

1. Costs for the most reasonable alternative means of transport to the destination station if NSB has not established alternative transport for the route within a reasonable time.

2. Necessary telephone costs.

3. Board and lodging where this proves necessary and where NSB does not provide this at no charge to the customer.

C. Compensation may however not be claimed if the passenger, in spite of the delay, has sufficient time to make the departure of onward transport. The passenger has a duty to limit any potential loss by leaving reasonable time between arrival at the destination station and the onward means of transport. See § 7 A.

D. However, compensation may not be claimed if the passenger has not allowed for the margin of 60 minutes on all NSB trains between Oslo and Trondheim, Oslo and Bergen, Oslo and Kristiansand/Stavanger, and Trondheim and Bodø and 30 minutes on all other trains. This also applies to train arrivals at airports and flight check-in times. Specifically, 60/30 minutes' extra time must be allowed for arrival at airports in addition to the airline's check-in time.

E. Compensation may not be claimed if the customer was informed of the delay, the missed connection or train cancellation, before or during purchase of the ticket, or if the passenger, in spite of the delay, or after rebooking, has arrived at the destination station on time or with a delay of no more than 60 minutes.

F. Compensation may not be claimed if the delay or train cancellation is due to circumstances beyond the control of NSB or the National Rail Administration, such as extraordinary weather or acts of God, statutory orders and prohibitions, strikes, lockouts etc. The passenger may however be entitled to claim a refund of the ticket price in accordance with § 7 H and § 7 J.

G. If a journey involves a change of train, the transfer time is a minimum of 60 minutes for NSB's Regiontog (inter-city services) between Oslo and Trondheim, Oslo and Bergen, Oslo and Kristiansand/Stavanger, and Trondheim and Bodø. For other trains, the transfer time is a minimum of 30 minutes. For journeys where a shorter transfer time is selected, a claim cannot be made for alternative transport in the event of a delay or stoppage.

H. When it can reasonably be expected that a train will arrive with more than 60 minutes' delay at the final destination relative to the contract of carriage, the passenger shall immediately have the choice between:

1. refund of the ticket in its entirety under the same conditions as when it was purchased for the part or parts of the journey that have not been undertaken, and for the part or parts which have already been undertaken if the journey is no longer of interest in relation to the passenger's original travel plan, as well as a return journey to the original place of departure where relevant,

2. continuation or rearrangement of the journey under equivalent conditions of carriage to the final destination at the first opportunity or,

3. continuation or rearrangement of the journey under equivalent conditions of carriage to the final destination at a later time in accordance with the passenger's wishes.

I. In the event of delays of more than 60 minutes, passengers shall be offered the following free of charge:

1. meals and refreshments which are reasonable in relation to the waiting time, if these are available on board the train or at the railway station, or if they can be supplied under reasonable conditions,

2. hotel or other accommodation and transport between the railway station and the place of accommodation if a stay of one or more nights is necessary, or if further stays are necessary to the extent that this is physically possible,

3. transport from the train to the railway station, to an alternative departure point or to the final destination for the train connection if the train is left standing on the track and if this is physically possible. On request from the passenger, NSB shall confirm on the ticket that the train has been delayed and that the delay may have led to a missed connection or that the train has been cancelled.

J. Passengers who are delayed at their arrival station may claim a refund of 50% of the ticket price in the event of:

1. A delay of more than 60 minutes on NSB's trains between Oslo and Trondheim, Oslo and Bergen, Oslo and Kristiansand/Stavanger, and Trondheim and Bodø.

2. A delay of more than 30 minutes on all other trains. Season ticket holders are issued refunds on the ticket price in accordance with the above principles but divided by the number of days the season ticket is valid for. The maximum total refund for a season ticket is limited to 50% of the ticket's purchase price.

A refund of the ticket price cannot be claimed if the passenger has been notified of delays of 30/60 minutes before the ticket was purchased.

§ 8 Deficiencies

A. A deficiency exists if the journey does not correspond to what the passenger had reason to expect in view of the journey's price, conditions and travel information. Passengers who believe that there has been a deficiency are obliged as far as possible to inform NSB's staff of this without undue delay. If the deficiency is not rectified during the journey, the passenger may claim a proportionate price reduction.

B. If the passenger incurs expenses for alternative transport or other necessary measures due to incorrect information given by NSB's staff, an incorrectly issued ticket or erroneous information in timetables, the passenger may claim compensation for direct, calculable, documented expenses resulting from the error. The passenger is however obliged to limit these expenses to a reasonable degree.

§ 9 Handling of complaints

Claims based on § 7 B and J, and § 8 A and B, must be submitted in writing and without undue delay within 3 - three - months of the event, enclosing documentation (the original travel documents etc.) to NSB Servicesenter, 0048 Oslo, or electronically to nsb.no/tilbakemelding. The claim must include an account of the sequence of events referred to. If several claims for refunds relating to the same season ticket are made, these must be sent together to NSB on expiry of the ticket. Any claim for compensation or refund will be paid within one month of NSB's receipt of the claim and necessary documentation thereof.

§ 10 General liability provisions relating to NSB and its passengers

NSB's liability towards its passengers and their hand luggage is regulated by the Norwegian Act on Liability for Railway Activity no. 73 of 10 June 1977. The passenger is liable to compensate NSB for damage wilfully or negligently caused to NSB.