Worth knowing before you complain about your control charge
The self-service principle and your responsibility for having a valid ticket for the train
The handling of tickets in Danish public transport is based on a self-service principle.
There is free access to S-trains, long-distance trains and regional trains. This makes it easy for travelers to use the public transport. It also means that anyone can enter the train whether they have a ticket or not.
For you as a customer this means that you are the one responsible for having a valid ticket before entering the train. You can buy the ticket at the station e.g. in vending machines, 7-Eleven stores at the station, DSB Sales & Service offices or through SMS and the internet (DSB app or dsb.dk). If you are traveling using a Rejsekort/Travel Card be sure to check-in before you start your journey.
To secure ticket revenue and prevent cheating the ticket will be checked by a DSB employee on the train. If you do not have a valid ticket, DSB has a regulatory right and duty to charge a control fee. The control fee is DKK 750 and allows you to continue your journey with DSB. The control fee must be paid within 14 days.
If you have received a control fee you can complain to DSB's Customer Center. They will consider whether there are special circumstances which have prevented you from obtaining a valid ticket and consider whether the fee should be reduced or canceled. If you are not satisfied with the Customer Center's decision, you can have the case re-evaluated at DSB's Customer Ambassador.
Pay special attention to
All complaints are dealt with individually.,Be aware that common conditions such as forgetfulness, being in a hurry, many passengers on the platform or temporary residence in the validity of a commuter / period / youth card cannot release you from liability to have a valid ticket.
If you have an electronic ticket, you need to make sure that the ticket can be displayed - in line with all other types of tickets. Otherwise DSB is entitled to charge a control fee. This means e.g. that you must make sure that you have the phone where the ticket is located and that the phone is charged.