Arlanda Express partners with Trustly to streamline refund process

By Gloria Methri

Arlanda Express, Stockholm’s fastest train transfer to the city’s international airport, has decided to close its physical cash registers but still provide refunds to customers who need to redeem tickets.

For years, Arlanda Express has sold tickets via smartphones, ATMs, and physical ticket offices. However, refunding tickets or compensating travellers who bought the wrong ticket was not as easy to do via the app. Customers have for a long time been sent to the ticket offices.

Since air travellers to and from an international airport naturally originate in various countries, a customer-friendly solution was needed to handle refunds to bank accounts for customers across most of Europe. The choice fell on Trustly, one of Europe’s leading payment providers in account-to-account payments.

“Together with Trustly, we managed to find a customer-focused and user-friendly way to accommodate the needs of both our customers and our own organisation. This, and the fact that Trustly is also a good technical fit, made them the natural choice for us,” said Hanna Larsson, Chief Information Officer at A-train AB.

Working with Trustly means that the Arlanda Express train staff are in control of deciding if a refund or compensation is applicable. Using their iPads, they can easily process the refund. This will automatically send a text or an email to the customer who clicks this and is redirected to Trustly.

The customer can then use the Trustly payout product to choose their account and initiate their refund, which is transferred to and accessible in the chosen bank account within seconds.

“The needs of Arlanda Express, with travellers from all over the world, puts high demands on the provider of the payment solution. Trustly, market-leading coverage of the banks in Europe can today help travellers from all over Europe with possible refunds on tickets from Arlanda Express,” said Simon Eve, Director of Travel & e-Commerce at Trustly.