Frequently asked questions
Something to ask? Read the frequently asked questions.
1. General
Why is my ticket only valid for the train for which it has been purchased?
Your ticket entitles you to travel in Eco or Extra
Class, according to the type of ticket (Basic ticket, Flexible ticket, Advance ticket), with a seat reservation. The ticket is
only valid for the train for which it has been purchased because we want to
guarantee all passengers a comfortable journey with a seat.
Why have train fares on a certain route I know been increased? Have all fares gone up?
There has not been any general rise in
fares. There are different fares available, with different terms and conditions
of sale. Tickets are priced according to the actual distance travelled, and
fares can vary if there are alternative routes to your destination.
With the changes to the ticketing system,
there are different fares available on each route. If you buy an Advance ticket
in good time from the Online Shop the fare is lower than the former tickets that only used to have one price level.
If I buy a ticket from the Online Shop, how do I know which is the cheapest?
In the Online Shop you can easily find the service
that suits you best and the lowest fare available. Remember to select ‘Purchase
journey’ on the first screen. The Online Shop shows all available tickets and
fares for the service at that time.
What do I do if the ticket has been sent to my phone and the mobile ticket link will not open on the train?
You should
check to see if you can open a mobile ticket link before boarding the train. If
the link will not open, you can get a paper ticket from the station ticket
office. You can make sure that the ticket is visible on the train by saving it
in the phone’s memory or as a bookmark, depending on the type of phone.
How do I get my money back if I cancel a ticket purchased in the Online Shop using an online banking service or a credit card?
You can get a refund for a ticket
purchased using an online banking service from the station ticket office or
from VR Customer Care. If a ticket has been purchased using an online banking
service, the amount to be refunded will be paid in cash at a station or
credited to a bank account using the Customer Care service. Sums paid for
tickets using a credit card will be credited to the same card at the station ticket
office.
What should I do if I have purchased a ticket for a Pendolino and the train I want to travel on is an Express train (indicating a commuter service)? Can I be compensated, how soon, and where should I apply?
You can apply for compensation for changes to the
train fleet at the station ticket office before travelling. If you apply for
compensation after travelling, the station staff will help you sort things out.
During the journey you can ask the conductor for a receipt for change of train
type.
Can I print out a ticket again if it has been damaged? How do I do that?
You can print out a ticket again online if you are
registered with VR’s Veturi customer loyalty programme. If you are registered,
a ticket can also be printed out again at the station ticket office. Tickets
can be sent again to an email address or mobile phone from Customer Care.
The following tickets cannot be printed out more than
once: commuter single tickets and multi-tickets, long-distance multi-tickets,
and special tickets such as those for passengers with bicycles.
Can I travel on a more expensive train without any additional charge if the service for which I purchased a ticket is cancelled?
Yes, you can. If there are disruptions to services, a
ticket will be accepted even if it has not been purchased for the train in
question.
Why is a ticket purchased on a train more expensive, even though the ticket office is closed?
VR offers a wide range of options for buying
a ticket for a train prior to departure: online, ticket offices at stations, ticket
vending machines, travel agencies and other sales agents (including R-kiosks,
if the ticket has been booked at VR Customer Care), and VR Customer Care. If
the station is closed, tickets can be purchased from vending machines or by
calling VR Customer Care, in which case the ticket can be sent to an email
address or mobile phone.
Besides, it is always recommended to purchase a rail
ticket before travelling. This way you can travel comfortably in your own seat
for the duration of the journey. The cost of a ticket is always less if it is
bought in advance. We want to encourage our customers to purchase tickets in
advance from the Online Shop, a station ticket office, a ticket vending
machine, other sales agents or by phoning VR Customer Care.
Why should I register?
If you are a registered customer, you will be the
first to hear about VR’s new products and offers. It is easy to deal with your
enquiry, as your details are in the system.
You will derive the
greatest benefit from your account if you always remember to tell us your
customer number. You will also need your password when using the Online Shop
and ticket vending machines.
You should always identify yourself when purchasing
tickets, as some tickets can be printed out again if they get lost. The
ticket’s details can then be found using the customer’s details.
Why do I have to pay for a ticket so soon after booking? And what if there is no station or ticket vending machine close by?
A ticket can be reserved for 24 hours, during which
time it is possible to change the departure date or time free of charge. If the
ticket is not paid for within 24 hours, the reservation is automatically
cancelled.
A ticket may also be paid for in the Online
Shop or at VR Customer Care over the phone. In the Online Shop you can pay
quoting your bank identifier codes or using a bank or credit card. You will
need a bank our credit card to pay using the VR Customer Care service.
Can a ticket that has been paid for be found if it has been lost?
A ticket that has been paid for can be found by
quoting the order number. In such a case it can be printed out again or VR
Customer Service can send it to your email address or mobile phone. If you are
registered as a VR customer, a lost ticket can also be found by quoting the
customer number, name, address, telephone number or date of birth.
Certain tickets cannot be printed out again. These
include commuter single tickets and multi-tickets, long-distance multi-tickets,
and special tickets such as those for passengers with bicycles.
2. Tickets
Basic ticket
Can a Basic ticket be changed?
A Basic ticket can be changed for
another date/time before the departure of the service and no later
than 24 hours after the departure of the train service stated on the ticket.
There is a charge of five euros for this (see terms and conditions for a Basic
ticket). If a ticket is exchanged for a cheaper service, the difference in
fares is not refunded.
Flexible ticket
Why can I not purchase a Flexible ticket for Eco Class (wheelchairs, families, etc.)?
A Flexible ticket is only available
for Extra Class on a train. The cost of a Flexible ticket reflects the services
that Extra Class offers and its terms and conditions for making changes, which
state that a ticket may be changed free of charge. Our service for families and
people with reduced mobility are located in Eco Class.
Is a Flexible ticket the same price as the former business class ticket?
A Flexible ticket costs around 10%
less than the former business class ticket.
Advance ticket
How early can I purchase an Advance ticket?
The earliest an Advance ticket can
be purchased in the Online Shop is 60 days before departure. The cost of an Advance
ticket depends on the date and time of purchase. The earlier you buy the
ticket, the cheaper it is. An Advance ticket must, however, be purchased no
later than seven days before departure.
Is an Advance ticket transferrable?
An Advance ticket purchased online
is transferrable, as it does not state the passenger’s name and can, if
required, be used by somebody else on the route stated on the ticket. An Advance
ticket cannot be changed, and no refunds can be issued.
Are there any children’s discounts on Advance tickets?
No. An Advance ticket is already
cheaper than other tickets anyway, so there are no further discounts.
Multi-ticket
Where can I reserve a seat for a multi-ticket?
You can reserve a seat for a multi-ticket
in the online shop, a ticket vending machine, or a station booking or by
calling VR Customer Care on 0307 20
990. When making a
seat reservation you will always need your multi-ticket order number.
Can a seat reservation be cancelled or changed without losing journeys? Where?
Yes, it can. A seat reservation can
be cancelled or changed at station ticket office or by calling VR Customer Care
on 0307 20 990. A seat reservation can be changed or cancelled up to 15
minutes before the train’s departure.
Season ticket
Why is there no refund on a season ticket if it is cancelled?
When customers buy season tickets, they
accept the terms and conditions of such tickets, including the fact that there
is no refund issued. A season ticket can be bought for any period between 14
and 365 days, so you should choose a period of time that suits you best, with
little likelihood of having any days over when the ticket will not be used.The season ticket is personal.
Are there seats reserved for season ticket holders?
On popular long-distance commuter
routes there are still seats specially reserved for season ticket holders. We
monitor the number of seats available to see if there are enough and make
changes to allocations as and when required.
Group ticket
If not all who have reserved a group ticket travel, is a refund available after the journey?
Group ticket cancellations must be
made no later than seven days before the train’s departure. If only some of the
group are cancelling, the cancellation fee is 10% of the cost of the cancelled
tickets. No refunds are issued on group tickets after the journey.
Can a group of 40 people change their ticket at a station box office?
No. Reservations for large groups
(more than 20 passengers), changes and cancellations can only be made with VR’s
Corporate and Group Sales on 0307 23 704, or by completing a
form.
Night trains
How many children can there be in a compartment as part of a CarTrain package?
On a night train you can travel in a
two or three-passenger sleeping compartment, depending on what sort of sleepers
are available on the train. For each adult passenger, one child under the age
of 10 can sleep without charge next to his or her parent in the same berth without needing a
separate berth. Tell the ticket office clerk that a child will be travelling when purchasing tickets so that a free of charge train ticket may be printed.
More information
Are there any discounts for senior citizens or students on a CarTrain package ticket?
No, discounts do not apply to CarTrain packages. The CarTrain package is an
inexpensive product and no additional discounts are available.
Can I just purchase a berth, if I have a multi-ticket?
It is possible just to purchase a
berth on the train if you have a valid ticket for travel, e.g. a multi-ticket.
What age does a child have to be to sleep with his or her parent?
A child under the age of 10 may
sleep without charge next to his or her parent without the need for a separate berth. Tell the ticket office clerk that a child will be travelling when
purchasing tickets so that a free of charge train ticket may be printed.
More information
Zone ticket
Why is a zone ticket now valid for a shorter time than previously?
A zone ticket is valid for two days
(48 hours). In most cases a Helsinki region commuter rail ticket is bought just before the
journey and is used immediately.
Why do I have to say what station I got on at? Previously the conductor knew which zone we were in
The conductor needs to know what
station you started your journey at, because he or she always sells commuter
tickets from one station to another. The fare is still based on zones.
Commuter multi-ticket
Can a commuter multi-ticket be cancelled if it is not used?
A commuter multi-ticket is valid for
two months. No refunds can be issued. However, the ticket is transferrable, so
a member of your family, for example, can use it.
At which ticket sales points can a commuter multi-ticket be purchased?
A commuter multi-ticket can be
purchased in the Online Shop, at a station ticket office, at a ticket vending
machine, over the phone with VR Customer Care or from travel agencies that sell
VR tickets. A multi-ticket purchased in the Online Shop or from VR Customer
Care is collected at the station or from a ticket vending machine.
Can a new multi-ticket be stamped if it is printed out on thin paper?
Yes. Commuter single tickets and
multi-tickets are still validated in the machine when boarding the train.
Commuter season ticket
How do I prove my identity on a train? Do I have to prove my identity when purchasing a ticket?
When purchasing a season ticket at a station ticket
office, your identity is checked by means of any form of personal identity
bearing a photograph (passport, driving licence, ID card, Kela [Social
Insurance Institution of Finland] card or a VR ID card). On board the train, if requested, your identity must
be proven using one of these forms of identification.
Commuter services family ticket
Can a family ticket be purchased anywhere else but at a station ticket office?
A commuter services family ticket may be
purchased from a ticket vending machine or the conductor in the ticket sales coach
on board the train.
3. Online Shop
Online Shop: purchases
When can tickets be purchased using the Online Shop service?
Rail
tickets can be purchased in the Online Shop every day of the week from 6 to 23.30. Timetable search is open 24 h.
What tickets can be purchased in the VR Online Shop?
Online Shop rail ticket sales are available for all
Eco and Extra Class journeys on long-distance trains within Finland, night trains
(ordinary carriages and sleepers), CarTrain packages, journeys to Russia, and
multi-tickets and season tickets for use on long-distance and commuter/local
routes.
You may purchase tickets one year before the trip. (Please note! Buy Advance tickets 60-7 days before the journey, tickets for trains to Russia 0-60 days before the journey). Seat booking may, however, be made no earlier than two months before the trip. If you buy your tickets earlier than two months before the trip you must collect the seat/berth tickets later from ticket offices or by calling VR Customer Care on the basis of the order number. Registered customers may collect the tickets also from VR Online Shop no earlier than two months before the trip.
Is it possible to purchase a ticket that just entitles you to a seat?
You cannot purchase a
ticket that only contains details relating to a seat. The process for
purchasing tickets involves buying a complete rail ticket. If you have a multi-ticket
that you have bought previously, you can reserve a seat with it free of charge
using the Online Shop service.
How soon before the train’s departure should I purchase a rail ticket in the Online Shop?
If you
are collecting your tickets from a ticket vending machine or a station ticket
office, you must make your purchases no later than half an hour before the
train’s departure. Journeys in sleepers must be paid for no later than an hour before the departure of the train from its original departure
station.
What discounted tickets can be purchased in the Online Shop?
The following tickets can
be bought online: VR junior (for those under 17), student, senior citizen (for
those over 65), those on a pension (under 65), conscripts, those doing
non-military service and family and group tickets (groups of six to ten
passengers).
What seat requests can I make?
On all Pendolino, InterCity
and express train services you can request a window or aisle seat and a seat in
a pet car or pet compartment. You can also purchase a reservation, subject to
availability, for wheelchair spaces, allergic passenger seats, family
compartment seats, seats by the children’s playroom, seats in working
compartment and seats with power sockets. These services can vary according to
the type of train, and are shown on timetables. When you buy a ticket the seat
request options are visible for the chosen route.
On all InterCity services
you can also request an upper or lower floor seat. If the train has both
single- and double-decker carriages (not IC2 trains), a lower floor seat may be
in a single-decker carriage or on the lower floor of a double-decker carriage.
You can also use the Online
Shop to purchase journeys in sleepers on night trains, and you can, for
example, choose whether to travel in a new double-decker or traditional sleeper.
You can now choose the seat
you want on the car layout. You can be sure of your seat by adding your order to
the shopping basket.
Online Shop: payment
How are purchases made in the Online Shop paid for?
You can pay for rail
tickets using Nordea, Sampo Pankki, Osuuspankki, Aktia, Säästöpankki,
Paikallisosuuspankki, Tapiola Pankki, Ålandsbanken, Handelsbanken, Nooa or S-Pankki
online banking services.
Your bank will supply you
with the user ID and personal codes you will need to pay online.
For credit card payments
you will need to have a valid credit card (Visa, Eurocard, Mastercard or
American Express). Visa Electron cards are also accepted. You will need your
card number, the start and expiry date, and the three-digit security code on
the card’s signature strip (Card Verification Value).
Online Shop: ticket delivery
How does the customer obtain rail tickets purchased in the Online Shop?
You can choose to issue
yourself with an e-ticket, which can be printed out there and then or sent to an
email address, or to receive a mobile phone ticket. Tickets may also be
collected from a ticket vending machine or VR station ticket offices. Delivery
options vary according to the type of ticket purchased.
Online Shop: e-tickets
If I lose my printed out booking confirmation before travelling, can I do anything about it?
A ticket that has been paid for can be found by
quoting the order number. It can then be printed out again at a station or VR
Customer Care can send it to your email address or mobile phone. If you are
registered as a VR customer, a lost ticket can also be found by quoting the
customer number, name, address, telephone number or date of birth.
Tickets that cannot be printed out again include
commuter single tickets and multi-tickets and long-distance multi-tickets.
If I lose a ticket booking confirmation that has arrived as a text message, what can I do?
A ticket that has been paid for can be found by
quoting the order number. It can then be printed out again at a station or VR
Customer Care can send it to your email address or mobile phone. If you are
registered as a VR customer, a lost ticket can also be found by quoting the
customer number, name, address, telephone number or date of birth.
Tickets that cannot be printed out again include
commuter single tickets and multi-tickets and long-distance multi-tickets.
Online Shop: miscellaneous
What is an identifier?
An identifier is a number
of between 6 and 10 digits which you choose yourself. The identifier, together
with the order number, is necessary when you collect tickets purchased in the
VR Online Shop from a ticket vending machine.
Is it safe to purchase rail tickets in the Online Shop?
We always use a secure
sockets layer for transferring information and payment programs. This prevents
information from getting into the wrong hands and guarantees that the purchase
transaction is safe.
Can purchases made in the Online Shop be altered afterwards?
If you are registered, you can alter all the purchases
you have made previously in the Online Shop by logging on with your ID.
Contact details
You can contact our
Customer Care service if you have any questions relating to online purchases. Online Shop and registration support, phone 0307 20 903.
How do I choose a seat on a train?
Click on choose seats on the Seats and Services Page.
You will see a layout of the carriage, in which vacant seats are marked in
green and reserved seats in red. You cannot choose seats marked in white. Choose
the seat you want by clicking on a green seat, and save. If you want to change
the seat you have chosen, vacate the seat by clicking on it again and chose
another seat. You can browse the carriages by clicking on the Next and Previous
buttons, and in a double-decker carriage you can switch floors. You can be sure
of your reserved seat by adding your purchase to the shopping basket.
How to I reserve a multi-ticket seat?
You can reserve a multi-ticket seat using the Online
Shop service. Select season and multi-tickets tab on the front page of vr.fi > Multi-ticket seat booking. Enter the details relating to the service and date for which you
wish to reserve a seat and click on Search. Then select the service you require. On the Seats and
Services page you can choose a seat by clicking on the Choose Seats button.
I wish to purchase a return rail ticket from Finland to Russia. What do I do?
Select Domestic tickets and Russia tab on the front page of vr.fi and enter the time for outbound and inbound trips and select Return.
Why can I not select a certain seat when I am returning on the train to Finland from Russia?
When you travel by train from Russia to Finland, the
Online Shop searches for seat information in the Russian railways system. At
present, you cannot choose a seat yourself.
