Conditions of Supply of Transport Services by VR Passenger Services
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General on passenger services
For detailed information on VR's passenger services, e.g. timetable, train, train service, ticket price, station, ancillary and extra services data, please access VR's web pages, www.vr.fi. VR's Online shop selling most train tickets is also accessible in the same address. Information on VR's services is moreover provided in VR's Rail Pocket Guide, in various timetable leaflets, at stations, by VR Customer Care and VR's agents.
On-train passenger information is ensured in Finnish and Swedish in commuter trains, and in English, as well, in long-distance trains, and in the trains to and from Russia on-train passenger information is provided in Finnish, English and Russian.
VR Customer Care gives information on domestic long-distance services in Finnish, 0600 41 900, and in Swedish, 0600 41 901, and for commuter services information in Finnish, please dial 0600 41 903, and in Swedish, 0600 41 904.
Quality standard commitment in rail passenger services
The optional commitment of the European railways to a certain quality standard is implemented in these Transport Conditions.
Scope of application and applicable law
Scope of application
The Conditions of Supply of Transport Services are applicable to such passenger and luggage transports referred to in Chapters 3, 4 and 5, Act on Rail Transport Services (1119/200) and operated by VR Ltd's VR Passenger Services.
In these Transport Conditions, passenger services refers to the transportation of passengers, luggage and automobiles. Special international rules and regulations are nevertheless applicable to international transport services between two or more countries.
VR's domestic services include long-distance services and commuter services. The commuter services area extends from Helsinki to Riihimäki, Lahti, Vantaankoski and Karjaa, including the Riihimäki-Lahti section, as well. In city internal rail services within the HSL area (Helsinki, Vantaa, Espoo, Kirkkonummi and Kerava), the HSL ticket and travel conditions and regulations are implemented. In addition to domestic services, VR operates international services between Finland and Russia.
Applicable rules and regulations
In addition to the Act on Rail Transport Services, e.g. the following acts and decrees are implemented.
- Act on Maintenance of Order in Public Transport (472/1977);
- Act on Public Transport Penalty Fare (469/1979);
- Act on Liabilities in Rail Transport (113/1999);
- Act on Transportation of Dangerous Goods (719/1994);
- Decree on Transportation of Dangerous Goods by Rail (195/2002);
- Firearms Act (1/1998).
In international services, e.g. the following conventions and agreements are implemented.
In international services, e.g. the following conventions and agreements are implemented. COTIF (Convention concerning international carriage by rail), CIV (International convention concerning the carriage of passengers and luggage by rail), and the compensation procedure adopted by the UIC (International Union of Railways). Furthermore the Finnish-Russian railway transport agreement and the Transport conditions and the Railway frontier agreement are implemented.
The acts and decrees are available free of charge on the web pages, www.finlex.fi.
Travels
A journey is assessed as beginning when
- the passenger boards the train
- the passenger boards other passenger vehicle by virtue of a contract concluded with VR or
- the passenger accesses a platform area where a valid rail ticket is required.
A journey is assessed as ending when the passenger exits the train or other passenger vehicle referred to above (point 2).
Should a physically impaired passenger need supervision or assistance during the journey, he shall be accompanied over the entire journey. Passengers in wheelchairs are only admitted in trains with inva facilities (for on-train inva facilities and services supply, view www.vr.fi). However any train may be accessed by a passenger with an accompanying aid helping him on and off the train.
The liabilities for personal injury generated in rail traffic are specified in the Act on Liabilities in Rail Transport (113/1999). The Act on Liabilities in Rail Transport is also applicable in the determination of the liabilities for the passenger's damaged clothes, hand luggage, personal effects and injured pets.
Train types
The following train types operate domestic long-distance services: regional trains with no seat booking, express trains with day coaches or sleeping-cars, IC/IC2 trains and Pendolino trains with day coaches. When purchased in advance, the express train, IC/IC2 train and Pendolino train tickets include seat booking.
Electric multiple units and locomotive hauled commuter trains operate the commuter services.
International services are operated by both Finnish and Russian trains.
Tickets
Tickets are sold in VR station booking offices, ticket vending machines, in trains, travel agencies and VR's Online shop, www.vr.fi. Moreover tickets may be ordered via VR Customer Care and paid and picked up at a station, in a ticket vending machine or an R kiosk. International tickets are sold at major stations and in most travel agencies.
A train ticket purchased in the Online shop may optionally be delivered
- as picked up in a station booking office,
- as printed by a ticket vending machine,
- as a printed e-ticket or a text message,
- by post to an address in Finland.
The order and indentifier codes given in the order confirmation shall be quoted when picking up the ticket in a station booking office or in a ticket vending machine. The delivery time of tickets sent by post is three workdays. A relevant postal charge is collected as specified in the taríff. VR is not responsible for such delays or other disturbances in the postal service that are beyond its control.
In long-distance trains, the conductors sell tickets (including, e.g. group tickets for max. 5 person groups). If a long-distance ticket is purchased in the train while the station booking office was open at the time of departure of the train, a commission specified in the tariff is added to the price of the ticket.
In commuter trains, the conductors sell tickets in the cars with a corresponding pictograph.
The passenger shall immediately check the tickets purchased and make any possible remarks.
Long-distance tickets
- Train ticket
- Travel ticket
- Seat/ berth ticket
- 10+1 multiticket
- 30 days multiticket
- 44 days multiticket
- 30 days pass
A train ticket entitles to travel in express, IC/IC2 and Pendolino trains. If purchased in advance, it includes a seat/ berth ticket whenever available. If purchased in the train, no seat/ berth can be guaranteed.
A travel ticket entitles to travel in regional trains (with no seat/ berth booking) and together with a seat/ berth ticket, in day trains and sleeping-cars, as well.
A seat/berth ticket has to be accompanied by a travel ticket.
A multiticket refers to a personal ticket as per train type, without a seat/ berth ticket. To ensure himself a seat/ berth, the passenger is requested to call the number specified in the ticket.
A pass is a personal ticket as per train type, without seat/ berth booking.
Commuter zone tickets
- Single ticket
- 10 journey multiticket
- 44 journey multiticket
- 30 days pass
An intramunicipal ticket or a HSL ticket may be included in the 30 days pass.
Commuter HSL tickets
For HSL tickets, please access the web site, www.hsl.fi.
Discount tickets
Special discount tickets are sold to, e.g. students, senior citizens, conscripts, juniors, etc.
Discounts are not granted after the journey.
Validity of ticket
A train/ travel ticket is valid
- at the date and hour specified in the ticket
- on the one-way section specified in the ticket in the fastest/ most flexible trains
- in the direction specified in the ticket.
A multiticket/ pass is valid
- over its specified period of validity
- in both directions on the section specified in the ticket.
A multiticket may simultaneously be used by several passengers.
A train ticket, multiticket and a pass are valid on trains of the type specified in the ticket as well as in less expensive trains. For travels in trains of a more expensive category, a supplement is collected.
In the commuter zone area, trains may be changed within the time specified in the ticket. A commuter zone ticket is not valid in a long-distance train.
A personal ticket or pass may only be used by the person indicated in the ticket.
The passenger is responsible for having a valid ticket for his entire journey.
Validation and producing of ticket
In long-distance traffic, the passenger shall immediately produce or purchase a ticket at the first ticket checking round of the conductor. In case of a discount ticket, a document entitling to the discount, as approved by VR, shall be produced at ticket inspection. Such a document failing, the price difference of the discount ticket and a regular price ticket is collected.
A passenger with a ticket purchased in the Online shop other than a ticket printed by a ticket vending machine or a station booking office, shall produce the conductor the relevant e-ticket order confirmation with the ticket data. Correspondingly in a transfer the passenger shall immediately produce the ticket at the first ticket checking round of the conductor.
In commuter trains and long-distance trains with a ticket validation machine in the vestibule, the passenger shall himself validate his single ticket or multiticket purchased in advance, immediately upon boarding the train. Or else the passenger may ask the conductor in the ticketing compartment to validate his ticket. If purchased aboard the train, the ticket shall immediately be bought from the conductor in a ticketing compartment. In commuter trains an e-ticket shall be produced to the conductor in a ticketing compartment. In connection with ticket checking, a passenger with a discount ticket or an e-ticket shall at request produce a valid reliable identity document.
Ticket inspection, passenger without a valid ticket
The conductor is entitled to inspect the tickets at any moment during the journey. Should a passenger fail to produce an appropriate valid ticket and should he refuse to purchase such a ticket, he is assessed as a passenger without a valid ticket. A passenger without a valid ticket may be removed from the train.
Ticket inspectors referred to in the Act on Public Transport Penalty Fares (469/1979) have the right to check the tickets and collect a penalty fare and the price of the ticket from a passenger without a valid ticket, and if needed, remove the passenger from the train.
Journey booking
A long-distance train ticket and a seat/ berth ticket may be booked at a railway station, via VR Customer Care or a travel agency at the earliest, eight weeks before the journey and at the latest, two days before the journey. Berths and seats may be booked up to one year before the journey with the exact berth/ seat numbers specified at the earliest, 8 weeks before the journey.
For Finnish-Russian and other international services, tickets may be booked at major railway stations, travel agencies and via VR Customer Care (tickets to/ from Russia, 0600 41 0905, to/ from other countries, 0600 41 0906).
Payment and other details are specified in connection with the booking.
In the VR Online shop, in ticket vending machines and in trains, the tickets have to be paid in connection with the booking. Zone tickets cannot be booked in advance.
For car-carrier bookings, please see Car-carrier services and car-train packages.
Payment
- At stations, payments are accepted in cash, by most bank and credit cards, Visa Debit/Credit cards, VR Journey account card, train cheques and business travel vouchers (only accepted for purchase of employment commuting tickets).
- In the VR Online shop, payments are accepted by the bank and credit cards specified on its payment pages
- In ticket vending machines, payments are accepted by domestic bank cards, most credit cards, VISA Debit/Credit cards and VR Travel account cards with PIN code.
- In trains, payments are accepted in cash, by domestic bank cards, most credit cards and VISA Debit/Credit cards, with the exception of cards requiring confirmation, e.g. Visa Electron.
- In R-kiosks, tickets booked via VR Customer Care may be paid as specified by Rautakirja Oy.
- At VR's agents', payments are accepted as specified by the agents themselves, e.g. by VR Travel account cards.
Seat/ berth tickets
The passenger's seat/ berth number is indicated in the ticket. In exceptional situations, the conductor may assign the passenger another seat/ berth than the one specified in the ticket.
Should a holder of a berth ticket fail to be in the sleeping-car indicated in the ticket at ticket inspection, the conductor is entitled to sell the berth to another passenger unless he is advised of the original passenger's exceptional boarding of the train.
Ticket changing
For the same connection, a train ticket or a seat/ berth ticket may be changed at a railway station before the departure of the train
- to a ticket of the same price, without any charge
- to a more expensive ticket, with the price difference collected
- to a less expensive ticket, with the price difference refunded.
If the train indicated in the ticket has already gone, the ticket can no more be changed. An unused train ticket is valid as a travel ticket two weeks from the date of departure of the train specified.
A transfer of the right of use of an e-ticket purchased in the Online shop and printed by the passenger himself, may exclusively be operated by VR Customer Care.
Cancelling of journey, refunding of price of ticket
A rail ticket purchased in a station booking office, a ticket vending machine or a travel agency may be refunded and the journey cancelled against the original ticket in a station booking office or the travel agency having sold the ticket. No cancelling by telephone, e-mail or other means is accepted.
A refunding application with the claimant's contact data and bank account data shall be submitted to a station booking office together with the original tickets.
A ticket paid by bank or credit card is refunded to the same account, with the exception of such pay cards with conditions specifying refunding to be operated in cash. Cash refundings on the basis of applications sent by post are effected to the customer's bank account.
A ticket purchased in the Online shop and printed in a station booking office or a ticket vending machine is refunded in a station booking office. A payment operated in a web bank service is refunded in cash and a payment made via Luottokunta web bank payment service, is refunded to the credit card account.
Refunding of train and travel tickets
- the price of a train ticket is refunded at the latest, within two weeks from the date of departure indicated in the ticket;
- the price of a travel ticket is refunded at the latest, on the last day of its validity.
A group ticket refunding application as based on a reduction of the group necessarily has to be accompanied by the main ticket with the conductor's indication and the unvalidated participation certificates.
Multitickets are refunded as for the unused tickets during their period of validity.
Seasonal passes are refunded during their period of validity exclusively as for their parts that are unused at the date of their returning.
A berth ticket may be cancelled even after the date of departure of the train but not later than in two weeks from the date of departure indicated in the ticket. A commission is deducted from the refunding of a berth/ sleeping-compartment ticket. The commission charged depends on whether the cancelling is made before or after the departure of the train.
In refunding of international tickets, the CIV regulations are applicable in western traffic and the Finnish-Russian transport conditions in eastern traffic. Refunding application forms are available at railway stations that sell international tickets.
An e-ticket printed by the customer himself may only be cancelled prior to the journey by returning VR an electronic refunding application form available on VR's web pages and distributed at railway stations.
The following tickets and services are not refunded
- commuter zone tickets;
- e-tickets printed by the customer, after departure of the train;
- postage of a ticket purchased in the Online shop;
- lost, damaged, partly used train or travel tickets;
- seat tickets, after departure of the train as indicated in the ticket.
A cancellation commission specified in the service tariff is deducted from the sum to be refunded.
Delays
In case of a delayed of cancelled rail service or should the train fail to stop at a regular station, VR is liable for damages toward the passenger, however not in excess of €5000 per passenger. The passenger shall show himself as having suffered the damage or loss referred to. No liability for damages exists in case the passenger reasonably ought to have been prepared for such a delay because of the nature of the transport, the weather conditions, the time required for a transfer to another transport vehicle or other circumstances pertaining to transport conditions. VR is released from its liability for damages by showing its implementation of all reasonably requisite measures in view of preventing the damage and loss from occurring.
See Chapter Claims.
Pets, guide dogs and aid dogs
Pets, guide dogs and aid dogs may be transported in day trains in spaces designed for them. The pet spaces are indicated by a corresponding pictograph. Guide and aid dogs may also be transported in day trains in spaces adjacent to pet spaces, and aid dogs are admitted in inva spaces, as well. In sleeping-cars an accompanying pet, guide dog or aid dog may travel in an end compartment that is entirely booked for own use. The passenger shall care for the pet over the entire journey. Other pets than dogs shall be carried in a transport box.
In long-distance trains a pet fee is collected. Should a pet travel in a seat, the seat shall be appropriately protected and a 50% discount ticket has to be paid in addition to the pet fee.
Luggage
General
In domesctic long-distance services, the passenger may carry along hand luggage free of charge and registered luggage as specified in the tariff.
The passenger cares for his hand luggage over the entire journey. The passenger is entitled to carry along a reasonable amount of hand luggage free of charge. The size, weight and other characteristics of the hand luggage shall ensure its transportation without generating any risk, possible damage or unnecessary inconvenience. Hand luggage may be placed in the space above or under the seat or in a separate space reserved therefor. Hand luggage must not be placed on a seat. Prams are accepted as hand luggage.
Registered luggage is carried in the conductor vans of certain express and regional trains as specified in the relevant tariff. The passenger is responsible for the loading, unloading and possible transfers of his luggage to and from a conductor van. VR is only responsible for the carrying of the luggage in the conductor van.
Restrictions
By virtue of the dispositions in Article 29, Act on Rail Transport Services, luggage registered for transportation may be justifiably inspected by a person with police authority or an official otherwise legally entitled thereto. Should the luggage possibly cause any danger, the person entitled to carry out the inspection may remove it from the train.
Protected, unloaded firearms may be carried as hand luggage in trains as specified in Article 106, Act on Firearms.
Small amounts of dangerous goods may be carried as hand luggage in trains as specified in Article 6, Decree on Transportation of Dangerous Goods by Rail, provided that the goods are packaged for retailing, intended for personal use and not causing any inconvenience or risk during the transportation.
Bicycles, canoes, ski boxes, sledges, etc.
Please check at the station or call VR Customer Care for the transportation of the above items, as they are only admitted in certain trains.
The passenger is responsible for the loading and unloading of his bicycle, canoe, ski box, sledge, etc. to and from the train. A fee is collected for the transportation of these objects.
The fee charged for the transportation of a tandem bicycle is double the bicycle fee.
A bicycle fee is charged for the transportation of a bicycle trailer that has to be empty.
In commuter trains, bicycles are not accepted for transportation from 7 to 9 and 15 to 18 hrs from Monday to Friday.
- In long-distance services bicycles may only be transported in conductor vans of express and regional trains.
- In IC and IC2 trains bicycles may be carried in the racks designed therefor. A rack shall be booked and paid in advance in a station booking office or a travel agency.
- Bicycles are not accepted for transportation in Pendolino trains.
Facilities for physically impaired passengers
A wheelchair or a (motorized) invalid cycle of a physically impaired passenger is carried in the train free of charge.
Liabilities
The passenger is liable for any damage caused by his luggage, as specified in the general provisions on liability for damages, even in case the luggage is placed out of the passenger's immediate reach or control.
VR is not liable for any damage caused by loss or damage to luggage unless the damage or loss is generated by VR's or its personnel's negligence or a circumstance referred to in the Act on Liabilities in Rail Transport.
Car-carrier services and car-train packages
General
Automobiles, station wagons, delivery vans with trailers, motorcycles and other motorized vehicles in driving condition are accepted for transportation by VR in the trains specified in the Rail Pocket Guide.
The transportation is operated by covered doubledeck wagons and doubledeck wagons with open upper level, designed for the carrying of standard manufactured automobiles.
The following car-carrying services are supplied:
- Car-train packages including the carrying of the car, the car driver's and its passengers' (1 to 5 persons) journeys with berths (max. 2 sleeping compartments).
- Carrying of car, with the car driver already having a travel ticket for the journey in question.
- Carrying of car without its driver or passengers.
If the automobile cannot be carried by the same train as the passenger, it may be forwarded to destination at most, 5 days before or after the journey of the passenger.
During transportation, the automobiles, their roof racks and trailers with their fixed equipment may contain the luggage of the passengers. Without a roof box, only skis, suitcases or travel bags are admitted on the roof as appropriately attached to a roof rack and protected against bad weather conditions, loss and damage.
During shunting operations and transportation, accessing of the automobile or the car-carrier wagon is strictly prohibited.
Weights and dimensions
The maximum permissible height of an automobile loaded on the lower level is 1.65m (including roof rack and load), and in a covered wagon, 1.84m.
The maximum overall height of an automobile (including roof rack and load) loaded on an open upper level is 2.05, 2.30 or 2.60m as depending on the location of the space, and on a covered upper level, 2.04m.
In a covered car-carrying wagon, the maximum permissible overall weight of the automobile is 3000kg (including load) with a maximum permissible axle or bogie weight of 2000kg, while the corresponding limits on an open upper level are 2500kg and 1400kg respectively.
The maximum permissible width of the automobile (with load) is 2.20m and length (with load), 5.05m. Should the length of the automobile exceed this maximum dimension, two car-carrier spaces have to be booked.
The maximum permissible dimensions of a caravan are as follows: length with tow bars, 7.50m; width, 2.20m; height with antennas and other equipment above roof, 2.60m. The maximum permissible total weight is 1400kg.
If required for safety reasons, VR is entitled to check the load of a station wagon (including its trunk space).
Booking, payment
Book a CarTrain package or car space at a station booking office, VR Customer Care or travel agency in accordance with valid booking terms. All bookings made at the latest, one month in advance shall be paid at the latest, one month before the date of departure. Bookings made one month or less before the departure of the train, shall be paid within two days. A booking made two days or less before the departure of the train shall be paid immediately.
When booking the customer shall advise the forwarder of the weight and dimensions of the automobile and a possibly accompanying canoe, roof box, roof load or other load outside the automobile. Any exceptional automobile loading specifications shall also be informed of, particularly in terms of car carrying in winter. An automobile space shall regularly be booked for a trailer.
Changing of day of transport
The date of a car-carrying ticket may be changed free of charge at the latest, 2 days, and in high-season, one week before the departure of the train. Changes after these limit dates are accepted if the new train selected is not full booked. In this case a commission is charged.
Loading, unloading
The loading of an automobile in the train and its unloading may be carried out by the car driver or by VR, if so wished (with no extra charge).
Automobiles, motorcycles and other motor vehicles with a smaller road clearance than normal are, as a rule, loaded and unloaded by the driver. Also an automobile with a trailer is regularly loaded and unloaded by its driver. The automobiles to be loaded shall be on the loading site at the latest, at the date and hour specified in the car-carrier ticket. Automobiles arriving late at the loading site are not loaded.
The indications in the car-carrier ticket do not specify a particular automobile space but refer to the size of the space needed by the automobile.
Should the driver be unable to participate in the loading of his car, he may park the car on a parking place designed therefor and leave the car keys in the departure station booking office or station service. VR will then load the car in the train and deliver the car keys to the destination station booking office or station service to be picked up there upon the arrival of the train.
The automobile has to be locked and its fresh-air fans turned off during the transportation.
If the automobile is loaded on an open space in winter, before starting the engine the customer shall ensure that the engine room is free of snow and ice as VR is not liable for any damage caused thereby when the engine is started.
At destination station, the driver of the automobile shall without delay access the car unloading site.
Cancelling of journey, refunding of price of ticket
A car-carrier space that has not been paid in time, is automatically cancelled.
Car-carrier tickets and car-train packages may only be cancelled as unused by producing the relevant original tickets. No cancellations are accepted by telephone.
Car-carrier spaces are refunded (with a cancellation commission deducted therefrom) at the latest, two days before the departure date, and in high-season at the latest, one week before the departure date.
A car-train package cancelled within two weeks from the date of travel only entitles to a refunding of the price of the berths (with a cancellation commission deducted therefrom).
Liabilities
When VR operates the loading of the automobile to the train and its unloading, the liability for the automobile is transferred to VR at the loading of the automobile and ends when the automobile is surrendered to the customer. When the customer loads the car in the wagon and unloads it, VR is exclusively liable for the transportation.
The customer is liable for the fixing of the transport boxes and goods in the trunk and load spaces and for any eventual corresponding damage.
VR is not liable for any loss of goods or damage to goods during transportation as caused by their inappropriate fixing or packaging.
VR is not liable for any damage caused by ice and snow when the car engine is started.
Should such a car or trailer be delivered for transportation that essentially differs from the vehicle specified in the loading list or the dispatch note, VR is entitled to refuse its transportation.
Should it be impossible to load the automobile for a reason beyond VR's control, VR is not liable for the situation.
The customer is regularly responsible for the automobile parked in a station parking area.
Should any doubt arise on the car or its exterior equipment as having been damaged during the transportation, the customer shall before leaving the unloading site immediately advise VR's personnel thereof.
Contractual services
In train-bus services VR is only liable for the shares of transport by rail.
In contractual taxi and train-bus services, the rules and regulations of the relevant mode of transport are applicable to the transport of luggage.
Claims
Claims shall be presented by filling in a claim for damages form available at railway stations and on VR's web site www.vr.fi. The form is exclusively designed for claims concerning damages occurred in VR Ltd's passenger services.
The corresponding original tickets other possible documents shall be appended to the claim. The form may then be delivered to the nearest railway station or posted to the following address:
VR Osakeyhtiö
VR Yhteyskeskus
Eteläinen Asemakatu 2 A
11130 RIIHIMÄKI.
The claims are processed without delay, normally within four weeks.
Customer feedback
Customer feedback addressed to VR may be given on VR's web site, as well, www.vr.fi. The station booking offices and the conductor in a train also accept feedback forms, or else forms may be posted to the following address:
VR Osakeyhtiö
VR Yhteyskeskus
Eteläinen Asemakatu 2 A
11130 RIIHIMÄKI.
The customer feedback forms are processed without delay, normally within four weeks.
VR monitors the quality of its services and customer satisfaction on the basis of customer feedback, as well, in order to continuously improve the services so as to meet the needs and wishes of the customers.
Train safety
VR continuously improves safety in the trains and at the stations jointly with the competent authorities.
The annual report of VR Group of Companies includes a summary on VR's safety and security issues, www.vr.fi.
Validity of transport conditions
These Transport Conditions take effect on June 1st, 2010 and remain in force until further notice. They replace the Conditions of Supply of VR Ltd's VR Passenger Services, dated January 1st, 2009.
VR Passenger Services Transport Conditions are available in station booking offices, R-kiosks and travel agencies that sell rail tickets and on VR's web pages, www.vr.fi.