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Travel guarantee

The travel guarantee for bus transport is based on the recommended Industry Standard from 2015, prepared by Kollektivtrafikkforeininga and NHO Transport.

The travel guarantee for express boat transport is based on the recommended Industry Standard from 2021, prepared by Kollektivtrafikkforeininga, which is based on EU no. 1177/2010.

You can fill out the travel guarantee form digitally here.

National travel guarantee for bus transport

With FRAM's travel guarantee, we are committed to doing our very best to ensure you arrive at your destination on time.

Nevertheless, delays or other shortfalls in the public transport service occur. In that case we will:

  • provide you with the best possible information about what is going on
  • provide you with information regarding alternative transport/travel routes as early as possible
  • set up alternative transport for you to the extent it is practically feasible

Be sure that you are using the current, valid timetable and information for the public transport. There are often special timetables for Christmas, Easter and summer holidays.

In order for your claim to be valid, you must submit the travel guarantee form or contact the FRAM Customer Centre in writing no later than 1 month after the incident. We will respond as soon as possible after receiving the form, 1 month at the latest.

If you disagree with the outcome of the complaint, you can submit the complaint to the Travel Complaint Handling Body. Your complaint must be sent to the body within 1 year after you submitted a written complaint to the FRAM Customer Centre.

Refund rates

If alternative transport is not possible, documented expenses for travel by taxi (and/or own car or other alternative transport) will be refunded according to the following rates:

  • 20-minute delay on journeys under 1 hour by up to NOK 550
  • 40-minute delay on journeys between 1 and 3 hours by up to NOK 825
  • 60-minute delay on journeys over 3 hours by up to NOK 1100

If the journey is over 3 hours and the delay results in your arrival the next day, you can be reimbursed for legitimate accommodation expenses. Note! This must be cleared with the FRAM Customer Centre beforehand.

When is the travel guarantee applicable?

The right to a refund is applicable to all deviations where information was not provided beforehand. The refund applies to alternative means of public transport, taxi or by own car (1). You should use an alternate means of public transport if possible, and a taxi or own car in addition if required.

The travel guarantee applies to single journeys and transfers during your trips. If you are not making a direct connection, you must estimate sufficient transfer time as well as the required walking time.

When is the travel guarantee not applicable?

The travel guarantee does not apply if it is 20 minutes or less to the next departure according to the timetable.

The travel guarantee also does not apply if the delay or cancellation occurs due to circumstances beyond FRAM's or the operator's control. These are situations such as:

  • official orders and restrictions
  • strikes and the like
  • natural catastrophes
  • extraordinary weather conditions
  • roadwork or unforeseen road problems
  • major events or other traffic conditions that significantly affect public transport

As well, the travel guarantee does not cover losses resulting from delays, e.g. lost dental appointment, work engagement, train departure or flight departure.

FRAM makes strict demands on its all operators (bus and ship owning companies) in our contractual handling of delays, connection waiting times and guaranteed space on board. In cases where a FRAM Ekspress is delayed among other things, we pay the ferry company to wait for the bus. 

(1) Only the driver can submit a request for the reimbursement of kilometres driven if several people travel together. The reimbursement is only for kilometres driven, not ferries, toll roads or parking.

Submit a travel guarantee form

You can fill out the travel guarantee form digitally here or fill out the travel guarantee form for printing and send it by post to: FRAM Kundesenter, Postboks 743, 6501 Kristiansund N, Norway.

 

National travel guarantee for express boat transport

With FRAM's travel guarantee, we are committed to doing our very best to ensure you arrive at your destination on time.

Nevertheless, delays or other shortfalls in the public transport service occur. In that case we will:

  • provide you with information about the delay or cancellation no later than 30 minutes (after the scheduled departure time). In addition to the time for delayed departure/arrival or next departure/arrival
  • give you information about other alternative transportation

The information must be available as text and sound, for example text to speech, in a simple and understandable way.

Be sure that you are using the current, valid timetable and information for the public transport. There are often special timetables for Christmas, Easter and summer holidays.

In order for your claim to be valid, you must submit the travel guarantee form or contact the FRAM Customer Centre in writing no later than 2 months after the incident. We will respond as soon as possible after receiving the form, 1 month at the latest.

If you disagree with the outcome of the complaint, you can submit the complaint to the Travel Complaint Handling Body. Your complaint must be sent to the body within 1 year after you submitted a written complaint to the FRAM Customer Centre.

When is the travel guarantee applicable?

The right to a refund applies in the event of a canceled departure or delay of more than 90 minutes. In that case, you should either get:

3a) refund for paid ticket within 7 days, or

3b) new itinerary at the same price and on the same contract terms (travel terms)

3c) information about new itinerary within 30 minutes. If you do not receive information within 30 minutes, you can instead choose alternative transport and have the expenses covered according to the rules in point 5.

If you choose an alternative in point 3b or 3c, you are entitled to compensation according to the following rules:

In the event of a delayed arrival at your final destination, you can claim compensation for the ticket price, without losing the right to transport, which shall be 25% of the ticket price in the event of a delay of at least:

4a) One hour for a journey with a fixed duration of up to four hours

4b) Two hours for a journey with a fixed duration of more than four hours, but not more than eight hours

If you travel with a period ticket, and you have been affected of delayed arrival more than three times in the course of a month, you will receive compensation according to the rules above. The calculation shall be based on the value of the period ticket divided by the number of validity days. Compensation under NOK 50 will not be paid.

If the delay is more than double what is given in points 4a and 4b, the compensation shall amount to 50% of the ticket price.

You must estimate sufficient transition time, in addition to the required walking time, if there is no regular correspondence.

Refund rates

If we cannot offer you a new itinerary, as described in point 3c, we will cover the cost of a taxi or other alternative transport if you stay more than:

5a) 30 minutes late on trips under 1 hour by up to NOK 750

5b) 60 minutes late on trips between 1 and 3 hours by up to NOK 1000

5c) 90 minutes late on trips over 3 hours by up to NOK 1500

If you drive a private car or boat, you will be covered for the trip according to the state's rates for driving allowance. Only one person receives driving allowance per trip.

When is the travel guarantee not applicable?

The travel guarantee does not apply if it is 30 minutes or less until the next departure according to the timetable. Or if you have been informed about the delay or cancellation of the departure on the FRAM's website, or another suitable place, before departure time.

The travel guarantee also does not apply if the delay or cancellation occurs due to circumstances beyond the control of FRAM or the operator. This is the case as (for example):

  • frozen fjords
  • strong winds and currents
  • accidents for which the operator cannot be blamed
  • nationwide strike
  • public injunction and prohibition
  • pandemic

As well, the travel guarantee does not cover losses resulting from delays, e.g. lost dental appointment, work engagement, train departure or flight departure.

The rights in points 3 and 4 to compensation do not apply if we can prove that the departure has been canceled or delayed due to weather conditions which make it difficult for the vessel to operate safely, or other extraordinary circumstances which prevent passenger transport from taking place and which could not have would have been avoided even if all reasonable measures had been taken.

Submit a travel guarantee form

You can fill out the travel guarantee form digitally here or fill out the travel guarantee form for printing and send it by post to: FRAM Kundesenter, Postboks 743, 6501 Kristiansund N, Norway.

FRAM Customer Centre
Telephone +47 71 28 01 00

Org. number
944 183 779

Opening hours
Weekday 08.00-21.00
Saturday 09.00-18.00
Sunday 10.00-21.00