Ziba, who broke his neck on bus 16, called Västtrafik's customer service the very day after the accident. However, it took two weeks before Västtrafik contacted her.
The bus company Transdev sent the claim form only the day after the interview.
"Västtrafik had acted by sending this claim to the transport company. It was done on the same day as it happened. It is also regrettable that Ziba has not been able to contact us quickly and it is very sad, says Malin Linekrans, Head of Customer Service, Västtrafik.
Unclear if Ziba will be compensated
Everyone who travels on one of Västtrafik's routes is insured by the carrier operating the route. The bus in which Ziba flew out of his seat and broke his neck when the driver braked hard is driven by Transdev. Now it will be an insurance case between Ziba, the bus company and the insurance company.
Surveillance videos from buses are stored for two weeks, which means that the video of the bus crash has already been deleted. According to Västtrafik, this should not affect the handling of the case.
The bus company Transdev refers to the fact that it has 137,000 calls to customer service per year and that is why Ziba has not received any feedback.
"There has been a communication failure. We have 270 departures a day and taken the wrong day," he said.
Start the clip to see Västtrafik explain the background to the hard braking