Practical guide
Taxi Help in Sweden
What to do if you paid more than expected, have a payment or receipt problem, left something in a taxi or need to complain about a taxi journey in Sweden.
Choose your situation
What happened?
I paid more than expected
Quick checklist
If the fare looks wrong
Work from the documents first. They make it much easier to establish what happened.
- Keep the taxi receipt
It can identify the vehicle, taxi company and driver and records important journey information.
- Keep payment and booking records
Save card transactions, app receipts, booking confirmations, screenshots and any written price quote.
- Compare the charge with what applied before the trip
Check the displayed tariff, any fixed price, and any binding price quote you received. If the comparison price exceeded the legal threshold, you should also have received an Evidence of price before the journey.
- Write to the taxi company
Explain the journey, why you dispute the charge, include your evidence and state the amount or remedy you want.
- Escalate only if necessary
If the company rejects your claim or does not respond within a reasonable time, consider the consumer routes below.
Do not treat the comparison price as the maximum price for your particular journey. It is a standardised comparison tool. See Taxi Prices in Sweden for the full explanation.
If your journey started at Stockholm Arlanda, also check the Arlanda taxi guide. Swedavia has separate conditions for taxis authorised to pick up passengers there, including a maximum-price zone. The Swedish Consumer Agency states that a passenger who paid more than the applicable Arlanda maximum should first demand repayment from the taxi company in writing.
I have a payment or receipt problem
After a taximeter journey, the driver must offer a taximeter receipt. If the journey is invoiced, a delivery note must be offered instead. Electronic receipts may be used if you are able to receive them.
If you did not take the receipt, contact the taxi company or booking service as soon as possible. Give them as much identifying information as you have: date, approximate time, pick-up and destination, amount, vehicle registration or driver code if known, and the card or app booking record.
If the problem is a disputed card charge, first raise the underlying complaint with the taxi company in writing and keep the evidence. If you are entitled to a refund but the company does not repay you, your bank or card issuer may also be able to help. Under Swedish consumer guidance, credit-card payments have stronger statutory protection, while the options for a debit-card payment depend on the terms of the card.
Practical advice for international visitors: if your card was issued outside Sweden, contact your own bank or card issuer and ask which dispute or chargeback procedure applies to your card.
I left something in the taxi
Contact the taxi company or booking service first if you can identify it. Your receipt is particularly useful because it contains information about the taxi company, vehicle and driver. An app booking may provide similar journey details.
If you cannot recover the item directly, you can make a lost-property report to the Swedish Police. The Police state that reporting a lost item increases the chance of it being matched with property that is later handed in.
The Police online lost-property service requires a Swedish personal identity number or coordination number. International visitors who do not have one should instead call 114 14 while in Sweden or visit a police station. If you are already outside Sweden, call the Swedish Police on +46 77 114 14 00.
If the missing item is a bank or credit card, contact the issuer promptly to block it. For a lost identity document, also contact the authority or organisation that issued it. If you believe the item was stolen rather than simply left behind, make a crime report instead of treating it only as lost property.
I want to complain
For an individual dispute about a taxi journey, the first step is normally to complain directly to the taxi company. The Swedish Consumer Agency recommends making a complaint in writing if you believe you paid too much. Written communication also gives you a record of what you requested and how the company responded.
Include the journey details, the amount paid, why you believe something was wrong, copies of relevant evidence and a clear statement of what you want — for example repayment of a specified amount.
If the taxi company does not resolve the dispute
The National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN) can examine qualifying disputes between consumers and businesses. ARN uses different minimum claim thresholds depending on the type of dispute, so check the current threshold that applies to your case before filing. The complaint must reach ARN within one year of the first time you complained to the company, and the company must have rejected your claim or had a reasonable opportunity to respond. Filing an ARN complaint costs SEK 150.
ARN issues recommendations on how disputes should be resolved; it is not the same as a court judgment.
If you live outside Sweden
Swedish taxi consumer rules also apply to visitors who do not live in Sweden. However, the Swedish Consumer Agency does not provide individual guidance to people who are not resident in Sweden.
If you live in another EU country, Norway, Iceland or the United Kingdom and have a dispute with a Swedish taxi company, you can contact the European Consumer Centre (ECC) in your country of residence. Complain to the taxi company yourself first and keep the written complaint and response, because the ECC network requires consumers to have contacted the business before it can assist with mediation.
Reporting a business to the Swedish Consumer Agency
You can also report problematic business practices to the Swedish Consumer Agency (Konsumentverket). This is different from pursuing your own refund: an individual report can contribute to the agency's supervisory work, but it does not provide individual dispute resolution.
What about the Swedish Transport Agency?
The Swedish Transport Agency (Transportstyrelsen) is responsible for taxi licensing, vehicles, drivers and taxi regulations. Its information is important when you need to understand the rules or identify what should have happened. For a private monetary dispute with a taxi company, however, start with the company and use the consumer-dispute routes above rather than assuming that Transportstyrelsen will recover the money for you.
Information to keep after any taxi problem
- Taxi receipt or invoice/delivery note.
- Date and approximate time of the journey.
- Pick-up point and destination.
- Amount charged and how you paid.
- Taxi company name.
- Vehicle registration number and driver code, if available.
- Booking confirmation or app journey record.
- Fixed-price confirmation, binding price quote or Evidence of price, if provided.
- Photos or screenshots of relevant price information, if you have them.
- Your written complaint and the company's response.
You do not need every item on this list before contacting the company. Keep whatever evidence you have and make your complaint as clear and specific as possible.
When should I contact the police?
A disagreement about a taxi price is normally a consumer dispute, not automatically a police matter. Contact the Police if you believe a crime has occurred, or use their lost-property service if an item cannot be recovered through the taxi company.
For non-emergency police matters while in Sweden, the national number is 114 14. From outside Sweden, call the Swedish Police on +46 77 114 14 00. Call 112 for an emergency requiring immediate police, ambulance or rescue assistance.