General inquiries

Customer service

Do you have general questions about the Metro, e.g. ticketing rules, equipment, GDPR etc.

Frequently asked

Questions about travel guarantee

If you can't find an answer here, you can call DOT customer service at 7015 7000.

Can I take a taxi, car share or bike share at The Copenhagen Metro's expense if the Metro is delayed?

If the Metro is delayed by more than 30 minutes, you may be compensated if you have to use alternative transportation. Alternative transportation may include taxis or rental of shared bicycles, electric scooters, or shared cars. We only cover the cost if the alternative transport is publicly available and provided by a VAT-registered company with a CVR number. You must pay the cost yourself initially, but we will cover up to DKK 300 if the conditions for reimbursement are met.

When can I get compensation for expenses for other transportation?

To receive compensation for your expenses, the following conditions must be met:

The travel guarantee only applies to the line affected by the service interruption. I.e. M1/M2 or M3/M4.
The means of transport must be taken within a radius of 500 meters from a metro station on the line (M1/M2 or M3/M4) affected by the service interruption. The journey by alternative transport must end within a radius of 500 meters from the nearest metro station on the same line from which the journey can continue.
You must be able to provide a receipt stating the starting point, destination, distance, time, number of minutes, and the amount in Danish kroner. Please note that the receipt must not be more than three months old when you apply for compensation.
The means of transport must be publicly available – and may not be, for example, shared cars in a closed circle such as between neighbors/family/colleagues/cooperative associations and the like.
The means of transport must belong to a named, VAT-registered company with a CVR number.
The means of transport must be approved for commercial passenger transport.

When does the travel guarantee not apply?

Planned changes that The Copenhagen Metro has announced in good time, i.e. no later than the day before.
Force majeure (i.e. events that The Copenhagen Metro cannot influence, prevent or foresee and which are otherwise of an extraordinary nature, such as fire, unusual natural events and collisions).

Wheelchair, stroller, and walker

You can also make use of the travel guarantee if you use a wheelchair, pram, or walker and find that you cannot access the Metro because all of the station's elevators are out of service. In this case, the travel guarantee applies to the nearest station where there is a working elevator.

Where should I send my refund request?

Compensation claims can be submitted online here on this page under “Apply for compensation.”

If you would prefer to send your compensation claim by post, click on the link below “Print travel guarantee form” and print out the form. The form must be completed and sent to Metro customer service together with the original receipt.

Write to
The Copenhagen Metro Customer Service
The Copenhagen Metro Service
Metrovej 3
2300 Copenhagen S, Denmark

Print travel guarantee form