What is Scandinavia Express Customer Assistance?
Scandinavia Customer Assistance is responsible for investigating and resolving any issues that arise from customer service. For lost baggage or other claims, you should contact our Claims Department instead. Please see our Baggage & Baggage Claims page for more details.

How do I reach Scandinavia Express Customer Assistance?
Please call, write, or e-mail us with the details of your trip and the level of service. Include the names of any Scandinavia personnel involved with the issue in question. You may reach Scandinavia Express Customer Assistance by email, telephone or by post:

E-mail: Use our Enquiry and Comment form.

Phone: Call Internationally - (+255)-22-2850847. Within Tanzania - 022-2184833 or 218484/5
Office hours are 7:00 a.m. - 7:00 p.m. Monday - Friday

Post:
Customer Assistance
Scandinavia Express Services
P.O. Box 2414
Dar-es--Salaam
Tanzania

All investigations must be carried out by the Customer Assistance Group before it is forwarded within the company for review. Anonymous inquiries or those without a return address and phone number will not receive a response. Please note that a postal response may take up to 60 days, and e-mail responses may take 7-14 business days.

What information will Scandinavia Express Customer Assistance need from me?
When contacting us via phone, e-mail, or post, please have the following information available:

• Your name, address, and daytime phone number
• Your street address
• Your e-mail address
• The date, time and location of the trip
• The reference number on the ticket
• The baggage claim number (if necessary)
• The nature of the problem

I sent a letter a week ago, but I haven't received a response. What should I do?
All mail inquiries are processed in the order they are received. A response for all customer assistance, refund or baggage claims mail inquires will be sent within 60 days from the date of receipt. Unsigned or anonymous inquiries will not be processed.

Can I get a refund at the Scandinavia Express terminal or regional offices?
Yes. For unrestricted tickets, the original purchaser may obtain a refund at the location in which the ticket was purchased.

I lost my ticket. How do I receive a refund?
In accordance with our Terms and Conditions, Scandinavia Express Services is not liable for lost, stolen, or destroyed tickets.

I have a partially used ticket. How do I receive a refund?
A "partially used ticket" means you purchased a ticket and did not complete the trip prior to the final destination. Partially used one-way tickets are not refundable. Partially used round trip-tickets may be submitted for refund when either the going or return portion is completely unused. Refunds will be based on the fare paid minus the one-way fare plus a cancellation penalty. The penalty is based upon the amount of notice provided when the booking was cancelled. See our Refund information in Term and Conditions. If both the going and return portions are partially used the ticket has no refund value.

The bus was late. Am I entitled to a refund?
No. While Scandinavia Express Services makes every effort to provide on-time service, it does not guarantee its departure and arrival times, which may be affected by any number of factors including weather, traffic, or mechanical problems. Scandinavia Express Services is not liable for any inconvenience or expense caused as a result of such a delay.

The bus was late and I missed a connection on another bus line. Am I entitled to a refund of the other ticket?
No. Scandinavia Express Services is not liable for the expense of connecting bus service missed as a result of a delay. However, you may wish to contact the connecting bus line for their specific refund procedures.

The bus was late and I missed a connecting flight. Am I entitled to a refund of the cost of my plane ticket?
No. Scandinavia Express Services is not liable for any other travel expense caused as a result of a delay.

I would like to register a complaint about a Scandinavia Express Services employee. What should I do?
Please call, write or e-mail your detailed description to Customer Assistance as mentioned above. Include the name of the employee, the location, the employee's supervisor (if known). Unsigned or anonymous inquiries will not be processed.

I would like to report a bus driver driving unsafely. What should I do?
Please contact Customer Assistance using the above contact information.

I would like to compliment a Scandinavia Express Services  employee. What should I do?
Please send detailed information to the Customer Assistance Group using the above contact information. Include any detailed information about who provided the great service, what they did, and the location or terminal where the assistance was provided.