Compensations

This page provides information on events for which you can claim compensation and instructions on how to claim compensation.

 

When can I claim compensation?

You can claim compensation in the following cases:

  • your long-distance train was delayed for at least 60 minutes

  • you have a season ticket for commuter traffic and there have been significant delays in commuter train traffic

  • you incurred additional costs due to a delay

  • your train trip between Finland and Russia was delayed for at least 60 minutes

  • you were charged for a ticket you never received

  • your baggage was damaged or you incurred damage during your train trip

Further information on compensation amounts and payments is provided below.

 

How can I claim compensation?

You can claim compensation by completing a compensation claim form online at vr.fi.

CLAIM COMPENSATION

Optionally, you can call VR Customer Care or visit the station ticket sales to claim compensation.

 

My train was delayed

Train delays and all other traffic data is stored in a system maintained by the Finnish Transport Agency. We can calculate the compensation for delays based on the data in this system.

 You are entitled to compensation for long-distance train trips and trips between Finland and Russia when your train was delayed for at least 60 minutes. Please note that you are not entitled to compensation if you have been informed of the train delay prior to purchasing a train ticket.

You are entitled to compensation for your season ticket for commuter traffic given that the applicable pre-requisites concerning train delays or cancellations are fulfilled.

Further information on compensation for delays is provided below:

 

I travelled on a long-distance train

You can claim compensation if your long-distance train was delayed for at least 60 minutes compared to the arrival time printed on your ticket. You will receive compensation for long-distance train tickets. However, please note that compensation amounts less than four euros will not be paid out.

Compensation is calculated as follows:

  • We will refund 25% of the ticket price if your train was delayed for at least an hour.

  • We will refund 50% of the ticket price if your train was delayed for at least two hours.

  • For season tickets, we will calculate the compensation amount based on the daily price of your season ticket.

If your train is about to be delayed for at least 60 minutes and you have not yet started your train trip, or you want to discontinue your train trip that would be delayed for at least 60 minutes, you can do the following:

  • cancel your ticket, in which case compensation varies depending on whether you have already started your journey or not;

  •  if you have not yet started your journey, you can cancel your ticket and we will refund the ticket price in full;

  • if you have already started your trip and you want to cancel the remaining part of your journey, we will refund your ticket for those parts of the journey that you did not travel due to the delay.  If the part of the journey that you already travelled is no longer useful to you because of your original plans, we will refund your ticket price for the already travelled parts of the journey and compensate you for the inbound journey to your original point of departure,

  • reschedule your train trip from the original travel date,

  • continue or re-route your train trip so that you will reach your destination as soon as possible with similar conditions of carriage.

If you incurred additional costs as a result of a train delay, you can claim compensation for such costs in the same connection. Below you will find further information on compensation for additional costs incurred as a result of a train delay.

 

I have a season ticket for commuter traffic

You can claim compensation for season tickets for VR’s commuter traffic if commuter trains are delayed or cancelled.

The compensation amounts for delays are calculated as follows:

  • We will refund 20% of the price of a season ticket for 14–30 days if, during the calendar month in question, over 10% of commuter trains have been cancelled or delayed for more than 10 minutes and if the ticket has been valid for even one day during the period in question.

  • For season tickets valid for more than 30 days (31–365 days), we will refund 20% of the price for a 30-day season ticket if, during the calendar month in question, over 10% of commuter trains have been cancelled or delayed for more than 10 minutes and if the ticket has been valid for even one day during the period in question.

You can receive compensation from the station ticket offices or VR Customer Care. Please note that you must provide us with your ticket order number for us to be able to pay compensation.

 

I travelled between Finland and Russia

You can claim compensation if your train travelling between Finland and Russia was delayed for at least 60 minutes compared to the arrival time printed on your ticket.

Compensation is calculated as follows:

  • We will refund 25% of the ticket price if your train was delayed for at least an hour.

  • We will refund 50% of the ticket price if your train was delayed for at least two hours.

If you bought a ticket from Russian Railways (RZD), you can claim compensation from RZD. For further information, please see the commercial terms for the passenger service between Finland and Russia

 

CLAIM COMPENSATION FOR DELAYS

 

I never received a ticket

You can claim a refund if you were charged for a ticket that was not delivered.

Please note that when you are claiming a refund, you must provide us with information on the failed purchase transaction so that we can identify the transaction. Such identification information can include, for example, the purchase transaction’s reference number, which you can find through your internet banking application, a copy of the receipt or a screenshot from your internet banking application including the charge made to your account.

 

 

CLAIM A REFUND FOR A FAILED PURCHASE

 

I incurred additional costs as a result of my train trip

You can claim compensation if you incurred additional costs as a result of a train delay, you sustained a personal injury during your train trip or your baggage was damaged.

Please note that you are required to attach receipt copies to your claim in order to receive compensation.

 

Additional costs from a delay

If your train was delayed and you incurred additional costs as a result of the delay, such as the costs of an additional taxi journey, we will compensate the incurred costs up to a maximum of EUR 5,000. However, please note that you are required to provide receipts as proof of the costs.

Please note that the following limitations are applied to the compensation payments: 

  • Your train must have been delayed for a several dozen of minutes.

  • Compensation for additional costs caused by a delay is not paid for delays for which you can be expected to be reasonably prepared for in advance, such as delays caused by weather conditions.

  • We are not obligated to pay compensation if we have strived to avoid a situation in which you would incur damage as a result of a delay.

 

Damage to baggage

You can claim compensation if your baggage was lost or damaged during your train trip due to factors attributable to us. Compensation claims for damaged baggage are processed on a case-by-case basis. Further information is provided in the Conditions of Carriage.

 

Personal injuries

You can claim compensation if you sustained a personal injury during your train trip. Such compensation claims are processed on a case-by-case basis. Further information is provided in the Conditions of Carriage.

 

CLAIM COMPENSATION FOR ADDITIONAL COSTS INCURRED AS A RESULT OF A TRAIN TRIP

 

Compensation for delays when travelling with a train pass (e.g. Interrail Pass)

The EU regulation does not include any provisions on compensation for delays when travelling with a train pass.

For train passes valid in one country, such as the Interrail One Country Pass, the rules that are applicable to compensation for delays in the country in question will be applied.

For the Interrail Global Pass, which is valid in all Interrail countries, the Eurail Group’s compensation procedure for delays will be applied:

  • Compensation may be paid if there have been at least three verified delays during the journey.

  • The delays must have taken place in EU countries, Norway or Switzerland.

  • Each delay must be at least 60 minutes. If the compensation for a delay is less than EUR 16, it will not be paid out.

The Eurail Group processes the compensation claims for delays and will pay the compensation directly to you. Further information and the claim form are available on the Eurail Group website.

Rights for rail passengers

The EU regulation on rail passengers' rights and obligations, which expanded the rights of those travelling by train, entered into force in December 2009. Passengers can now claim indemnification if a long-distance service is delayed by at least one hour.

Did you know...

that, as a consumer customer, you have the right to have a disagreement concerning your train trip resolved by the Consumer Disputes Board?
Further information: www.kuluttajariita.fi/en