Terms and conditions International

DSB Netbutik Udland (online ticket shop) sells train tickets to destinations in the following countries: France, Sweden, Norway, Germany, The Netherlands, Belgium, Luxembourg, Switzerland, Austria and Czech Republic.

Moreover, tickets are sold to the following destinations: Northern Italy and Paris and for day and night trains to the above countries, as well as Interrail Pass for Europe via DSB Customer Centre International on telephone +45 70 13 14 18 and at the following stations with international ticket sale; Copenhagen Central Station, Odense and Aarhus H.

Selected Interrail Passes to Europe can also be purchased online.

If you buy your tickets from DSB Netbutik Udland, you can have your tickets sent to your address by mail against a fee if:

• you buy your ticket no later than 10 business days before departure when your postal address is in Denmark
• if you buy your ticket no later than 20 business days before departure when your postal address is not in Denmark

If you have not received your ticket within 6 business days in Denmark and 10 business days outside Denmark, please contact DSB Customer Centre International. DSB does not assume responsibility for any delays caused by the postal services. 

A fee of DKK 50 will be charged for sending tickets to an address in Denmark, Sweden, The Faroe Islands, Greenland, Iceland, Norway, Germany and Switzerland. This fee will not be refunded in case of a refund of the tickets. It is not possible to have tickets sent by mail to countries other than those mentioned above.

At DSB Netbutik Udland, you can buy the tickets as Print at Home tickets when you travel in connection with the following countries: Germany, The Netherlands, Belgium, Luxembourg, Czech Republic, Switzerland and Austria. From the 2nd of April it's possible to purchase Print at Home tickets for SJ trains and Snälltåget in relation to Sweden.

The Print at Home ticket is valid in printed form (normal DIN A4 format on white paper). When the ticket only covers Danish and German lines, you may show the ticket on a PC, tablet or smartphone provided that the ticket is legible and scannable. For all other lines, it is important that the document is printed in good and legible quality

Print at Home tickets must be shown to the ticket inspector the on the train.

Print at Home tickets can be purchased as:

• Ticket and seat reservation
• Ticket

If you purchase tickets from DSB Netbutik Udland, you need to state the name of the traveller and an e-mail address to which the ticket and purchase receipt can be forwarded. Moreover, you must accept the terms and conditions before the purchase.

If you cannot accept these conditions, you can buy the ticket via DSB Customer Centre International on tel. +45 70 13 14 18 or from the ticket sales points at one of the following stations which sell international tickets: Copenhagen Central Station, Odense or Aarhus H.

When you buy tickets at DSB Netbutik Udland, payment is made via our business partner DIBS, and you can use the following cards:

• Dankort
• VISA
• MasterCard  
• Visa Electron

DSB Netbutik Udland issues flexible tickets and tickets with a discount which are semi-flexible or not flexible.

Print at Home tickets are usually valid for one day. The date of validity is specified on the ticket. If the ticket is flexible, it can be used at any time on the day of validity, provided that you travel via the route specified on the ticket.

If you have purchased a seat reservation for a flexible ticket, the train for which the seat reservation has been made must be used. If you do not use that particular train, the seat reservation will not be valid, but you can still use the ticket on that day. If you want a new reservation, you will have to pay for a new seat reservation.

If the ticket is semi-flexible or not flexible, the ticket will specify a date and train numbers of the trains for which tickets have purchased. These trains must be used in order for the ticket to remain valid.

Seat reservation is usually not required for international journeys, but seat reservation is recommended. Note that for certain trains and connections, such as the trains between Denmark and Germany during the summer months, seat reservation is required.

A Print at Home ticket is valid between the stations specified on the ticket.

You need to bring your passport (or identity card) on the journey and show the passport along with your Print at Home ticket.

Note that in some cases, flexible tickets may be valid for 4 days if they are purchased as International tickets (not Print at Home) via DSB Customer Centre International on tel. +45 70 13 14 18 or from the ticket sales points at one of the following stations which sell international tickets; Copenhagen Central Station, Copenhagen Airport, Odense or Aarhus H.

It is not possible to book tickets for collection. The tickets are often sold at a discount and are therefore sold here and now.

At DSB Netbutik Udland, you can see the price of a journey at the time you want to travel. If you want to make sure that the price does not change, you will have to buy the ticket for the journey right away. You cannot be sure that the price will be the same if you look again later.

The same applies if you buy tickets via DSB Customer Centre International on tel. +45 70 13 14 18 or from the ticket sales point at one of the following stations which sell international tickets: Copenhagen Central Station, Copenhagen Airport, Odense or Aarhus H.

DSB emphasises that self-service products are subject to special conditions which are specified in DSB’s travel conditions for the relevant products.

If you regret your purchase or do not receive the product, please contact DSB Customer Centre International on tel. +45 70 13 14 18.

If you contact the bank to have an amount from DSB credited, this will in most cases be subject to a fee of DKK 250. This fee may be charged to the customer by DSB if DSB can prove that the purchase process has been correct. 

Any kind of fraudulent use may be reported to the police.

You can bring items which can easily be carried as hand luggage. As a general rule, each person can bring three pieces of hand luggage.
You will usually dispose of the space above and below your seat.
Large items, such as skis, prams and large musical instruments can only be brought on the train if the train has designated areas for such items.
Firearms for e.g. hunting or competitions may only be brought on the train to the extent permitted by legislation in the individual countries. For example, bringing firearms on trains to/from Germany and Austria is not allowed.

You are not allowed to import seeds, plants or living plant material into Denmark from a country outside of the EU. Read about the requirements on the Danish Agricultural Agency’s homepage and avoid being sanctioned.

As a general rule, seat reservation fees are not refundable.

Only a limited number of the Print at Home tickets are refundable. The refund must take place online and no later than on the day before departure.

• Non Flex tickets are not refundable
• Mid/Semi Flex tickets are usually not refundable as these are often DSB Orange Europa products.
• High/Full Flex tickets are refundable as these are generally full price products. Note that this does not apply to journeys in connection with Sweden
• Any fees are not refunded

Cancellation until the day before departure:

• If you cancel your ticket before the date of departure, you will receive the refund immediately after the ticket has been cancelled.
• The refund will be made to the payment card used to buy the ticket.

Cancellation on the date of departure:

• If you cancel your ticket on the date of departure or any of the days during which your ticket is valid, you will receive the refund no sooner than 7 days after the ticket should have been used.  This is to make sure that the ticket has not been used for the journey or parts of the journey.
• The refund will be made to the payment card used to buy the ticket. Note that a fee of DKK 100 will be charged for the refund of a ticket.

If you want to purchase a flexible ticket where you have the possibility of a refund right away, you need to buy the ticket from the sales point at one of the following stations which sell international tickets; Copenhagen Central Station, Odense or Aarhus H. However, it is still a condition that you cancel the ticket no later than on the day before the validity of the ticket starts.

Usually no fee is charged for Full Flex tickets, but there may be different rules for certain lines or train companies. If a fee is charged for the refund, this fee will be DKK 100 per ticket. Furthermore, the carrier may have fees which DSB will charge on behalf of the carrier and settle with the company.

You can request a refund of tickets received by ordinary mail by forwarding the original tickets to: 
DSB Kundecenter,
Kundeservice Udland
Postboks 363
DK-2630 Taastrup

The railway companies which use GCC-CIV/PRR have entered into an agreement on compensation for delay of customers holding an international ticket.

The use of GCC-CIV/PRR by the railway companies in connection with compensation for delay may differ.

If the ticket has been purchased abroad, please contact the relevant company for a copy of their terms and conditions.

For Interrail to one country, you may receive compensation if you experience at least two delays of at least 60 minutes each.

For Interrail "global" to one country, you may receive compensation if you experience at least three delays of at least 60 minutes each.

Interrail is an international ticket product handled under the Eurail GIE cooperation. The rules and procedure for payment of compensation are handled by Eurail GIE and takes place via their website www.eurailgroup.org. On the website, you can find the conditions and apply for compensation. Note that DSB Customer Service cannot help you with the handling of compensation in connection with Interrail.

Complaints about matters that could not be solved by contacting the train staff should be sent to: DSB Customer Centre
Customer Service International
P.O. Box 363
DK-2630 Taastrup

The customer should complain as soon as possible after the event which the customer wants to complain about. If the complaint is received long after the event, it may be difficult to find out what really happened. Furthermore, the customer may loose the right to make a claim under the general rules on time limitation and passivity. For inquiries regarding the travel time guarantee, the time limit must be observed. Read more about the DSB Travel Time Guarantee Scheme.

DSB may request to see original travel documents in connection with the handling of a complaint or application for compensation under the Travel Time Guarantee Scheme.

DSB is a member of the Danish Appeal Board for Bus, Train and Metro. If the customer has received a written decision with which the customer is  not satisfied, the customer can complain to:
The Danish Appeal Board for Bus, Train and Metro 
Gammel Køge Landevej 3
DK-2500 Valby
tel. (+45) 36 13 18 91