Travel guarantee: Flextur

We will try and contact you by phone if your vehicle is delayed.

If you wait more than 20 minutes for your vehicle, you should call Customer Service on tel. +45 87 40 83 00 (+ press 0).

• If, by agreement with Midttrafik, you order a taxi yourself, you can subsequently have the fare refunded.
• If, by agreement with Midttrafik, you find someone to drive you in their private car, the driver can subsequently have the cost refunded.
• If you are using ‘handicapkørsel’ disabled transport, you can, by agreement with Midttrafik, choose to wait for the vehicle and be transported free of charge.

Call for a taxi or drive your own car. We refund travel expenses up to 75 km by taxi or 75 km there and back by car. You pay the costs yourself. If you travel by taxi, you must remember to obtain a taxi receipt showing the number of kilometres driven, and which must be submitted together with your application.

Dankort receipts, MobilePay receipts, bank statements etc. do not qualify as valid documentation.

To ensure fast case processing, please submit your application no later than 14 days after the delay which is covered by the travel guarantee. The time limit for applying for a refund under the travel guarantee is three years. 

If your application is accepted, we will normally credit the amount to your NemKonto account max. seven working days after we have received it.

The travel guarantee covers situations where the vehicle arrives more than 40 minutes after the promised collection time.

Example: If you were promised collection at 10:00, the vehicle can arrive up to 20 minutes later, i.e. 10:20. If the vehicle is delayed by more than 20 minutes, i.e. it arrives after 10:40, it is covered by the travel guarantee.

If you book with a “latest arrival time”, it is a good idea to have a 20-minute buffer.

Example: If you have an appointment where you need to arrive by 10:00, you should book the trip to arrive by 9:40 at the latest, so there is a buffer of 20 minutes. If the vehicle is then delayed so much that you are unable to arrive by 10:00, the trip will be covered by the travel guarantee.

• If the delay has been caused by circumstances outside Midttrafik’s control (force majeure). This could include, for example, work stoppages; road blocks; bad weather in the form of heavy snow, ice, high winds, etc.; traffic accidents or sudden incidents where travel by private car on the same route would have been similarly affected.
• If Midttrafik had advised passengers of operational changes at www.midttrafik.dk or via other local media no later than 24 hours in advance.
• If you are delayed in connection with changing to or from trains, flights, ferries or buses from a different transport company or a private bus company.
• Expenses for lost earnings.
• Any part of the journey you would have taken by train, air, ferry or buses from a private bus company (e.g. cost of new ticket).

If you are in any doubt about what is covered by the travel guarantee, you can call Customer Service on weekdays between 9:00 and 12:00 on tel. +45 87 40 83 00 (+ press 5).

You can complete the application form for refunds under the flextur travel guarantee online. 

Complete application form 

You can attach your taxi receipt.

See how your private data is processed in Midttrafik’s privacy policy

The information you submit via the form will be sent in an encrypted format to Midttrafik.

To ensure fast case processing, please submit your application no later than 14 days after the delay which is covered by the travel guarantee. The time limit for applying for a refund under the travel guarantee is three years. 

If your application is accepted, we will normally credit the amount to your NemKonto account max. seven working days after we have received it.

It is important that you include your CPR number. This will only be used to identify your NemKonto.

You can also send a letter with a taxi receipt, information about your date and year of birth, your full name and your address and postcode. You also need to state where you should have been transported from and to, the date of the journey and the agreed collection time.

Send the letter to:

Midttrafik
Søren Nymarks Vej 3
DK-8270 Højbjerg
Attn: Customer Service

The travel guarantee covers travel expenses incurred from journeys by taxi (against a receipt) up to a distance of 75 kilometres, or by private car (according to the government’s mileage rate) up to a distance of 75 km there and back. Please note that applications for a refund must be made by the driver of the car.

Only expenses incurred in connection with reaching the destination by taxi or car which Midttrafik would have driven to will be refunded – starting from the destination where your journey was interrupted or delayed. No parking expenses are refunded.