Rejsekort Refunds — Delays, Double Charges & Wrong Fare Fixes | exploringdenmark

Rejsekort Refunds: Delays & Wrong Charges

Charged the wrong fare or delayed on DSB/S-tog/Metro/Letbaner? Here’s how Rejsekort refunds work in Denmark—eligibility, deadlines, step-by-step claims, and appeal paths.

Good to know: Keep your trip history and screenshots. Refund requests typically require the date/time, origin/destination, and proof (e.g., check-in/out times or service disruption).

Overview: when refunds apply

🚆Delay compensation

Significant delays or cancellations on DSB, S-tog, Metro, or Letbaner may qualify for partial refund or compensation.

💸Wrong fare charged

Forgot to check out, auto-charge to max fare, double debits, or zone miscalculation—dispute via Rejsekort or the operator.

📱Card/app issues

Reader error, low battery, app crash, defective card—report promptly and attach evidence to support a goodwill correction.

Eligibility at a glance

🟢Checked in correctly

You usually need a valid check-in (and check-out if required). If a reader failed, note the station/time and take a photo if possible.

🗓️Within the deadline

Most claims should be submitted soon after the incident (often within 14–60 days). Sooner is better.

📎Evidence attached

Trip log, screenshots, station displays, operator announcements, or receipts help speed up approval.

How to claim (step-by-step)

🧭1) Find the right channel

For fare errors (missed check-out, wrong zone, double charge), start with Rejsekort self-service (website/app). For delays, use the specific operator’s form (DSB, Metro, Letbaner) or Customer Service.

🗂️2) Collect details

Card number, journey date/time, stations, screenshots of check-in/out, and any photos of disruption boards or app messages.

📤3) Submit the claim

Describe what happened in 2–4 sentences (clear, factual). Attach files. Note your preferred refund method (card balance vs bank transfer).

📈4) Track & escalate

If the answer seems off, politely reply with specific evidence. As a last step, you can escalate to the operator’s complaints team or a national board.

Common wrong-charge fixes

💥Max fare after no check-out

Explain why you couldn’t check out (crowding, faulty pillar, emergency). Request recalculation to the intended trip.

🔁Double debit

Attach statement/screenshots showing two identical charges. Ask for reversal of the duplicate.

📶Reader/app failure

Describe the error (e.g., “Reader offline 08:12 Østerport”). Add photo if you have one. Ask for fare adjustment.

Typical timelines & outcomes

🕒Processing time

Simple fare corrections can clear in a few business days; delay compensation may take longer (1–3+ weeks).

🏦Refund method

Balance top-up to your Rejsekort or bank refund (depends on case and operator policy).

📮Appeals

If denied, request a re-review citing evidence. Keep communications polite and concise for best results.

Useful links

Appeal / re-review template

Copy, edit the parts in [brackets], and paste into your follow-up to Customer Service.

Subject: Rejsekort refund re-review — case #[Your case number]

Dear Customer Service,

I’m requesting a re-review of my refund for [date] on route [origin → destination].
Summary in one line: [e.g., charged max fare due to offline check-out reader at Østerport 08:12].

Evidence:
• Card/app: [card number / app]
• Trip log screenshots attached: [yes/no]
• Photos/announcements: [yes/no, brief note]

Requested outcome: [fare recalculated to X DKK / refund of duplicate charge Y DKK].

Thanks for your time — happy to provide any extra details if needed.

Best regards,
[Full name]
[Phone/email]

🚌Public Transport

Buses, Trains, Metro, Rejsekort

Ⓜ️Copenhagen Metro

Using the Metro like a local

📦Customs on Parcels

Avoid unexpected fees

💼Commuter Deduction

Travel cost tax relief

Frequently asked questions

⏳How fast do I need to claim?

Aim to submit within days, and ideally no later than the operator’s stated window (often 14–60 days). Keep evidence.

💳Do I need to send my card in?

Usually no—most corrections are processed from your trip log. Defective cards may require replacement.

🚪What if I forgot to check out?

Explain circumstances and request recalculation to the intended journey. Many cases are adjusted if you provide details.

🌍Can tourists claim?

Yes, as long as you can verify the trip on a Rejsekort or app (or provide receipts/screenshots).

🏦Will I get cash or balance?

Depends—some cases credit your Rejsekort, others can be sent to your bank.

👥Who handles Metro vs DSB?

Use the relevant operator’s contact form for delays; use Rejsekort for fare calculation problems.

Got a question?

Tell us a little about your situation and we’ll reply with practical next steps.