Before you submit a complaint

Many people choose to complain about an inspection fee, but in most of the cases, the complaint will not be upheld.

We often receive complaints which are based on misunderstandings or factors which do not change the basis for the inspection fee.

The following examples describe situations where a complaint will probably not result in the inspection fee being waived.

Example: “I swiped the ticket as I sat down.”

According to Midttrafik’s travel rules, you must have received the mobile ticket or checked in using the app before boarding.

Example: “I had a valid ticket – it was for the train.”

Orange tickets are only valid for train journeys between stations – not for Midttrafik’s buses or Letbanen.

Example: “The app was too slow.”

It is the customer’s responsibility to be able to present a valid ticket – the ticket inspector will be informed if there are general technical problems with the app.

Example: “I didn’t manage to buy a ticket because the bus arrived suddenly.”

Even though this is an understandable situation, the rules still apply.

Example: “I have a commuter card, but forgot to take it with me – or my mobile ran out of battery, so I couldn’t show my commuter card.”

If you provide the necessary documentation before the payment deadline, the inspection fee can be revised to a handling charge – otherwise it is upheld.

Ticket checks do not take the passenger’s intentions into account, but only assess whether the passenger is able to produce a valid ticket on request and in accordance with Midttrafik’s travel rules and terms and conditions. This helps to ensure that everyone is treated according to the same rules.

See Midttrafik’s travel rules

If your situation is similar to one or more of the above examples, your complaint is unlikely to change the ruling.

If you still wish to submit a complaint, you can do so here