Conditions of Carriage

16/12/2016

 

1. Legislative basis

Rail passenger traffic is governed by the following legislation and regulations: a. Regulation (EC) No 1371/2007 of the European Parliament and of the Council on rail passengers' rights and obligations (Regulation on railways' responsibilities) c. CIV Convention – COTIF (Convention concerning International Carriage by Rail) Appendix A (CIV). b. national legislation, when it can be applied or its application is agreed: for instance,

  • Rail Transport Act (1119/2000: rautatiekuljetuslaki)
  • Rail Traffic Liability Act (113/1999: raideliikennevastuulaki)
  • Act on Maintaining Order in Public Transport (472/1977: laki järjestyksen pitämisestä joukkoliikenteessä)
  • Public Transport Penalty Fare Act (469/1979: laki joukkoliikenteen tarkastusmaksusta)
  • Act on Transport of Dangerous Goods (719/1994: laki vaarallisten aineiden kuljettamisesta)
  • Decree on the Transport of Dangerous Goods by Rail (195/2002: asetus vaarallisten aineiden kuljettamisesta rautateillä)
  • Firearms Act (1/1998: ampuma-aselaki).

 

2. General information on the Conditions of Carriage 

These Conditions of Carriage of VR-Group Ltd Passenger Services (hereinafter VR) apply to rail journeys and services organized by VR Passenger Services in Finland.

These Conditions of Carriage, which determine the rights and obligations of railway undertakings and their customers, are composed of conditions of carriage conforming to the EU Regulation on railways' responsibilities and VR Supplementary Terms insofar as international conventions allow for derogations.

However, separate provisions govern passenger rail traffic between Finland and Russia (Conditions of Carriage in Rail Traffic Between Finland and Russia (77/2007) and Commercial Terms of Passenger Rail Traffic agreed by VR-Group Ltd and Russian Railways (RZD) and the Russian Federal Passenger Company (FPK)).

The Conditions of Carriage take effect on 16/02/2016 and will be in force until further notice. They replace the previous Conditions of Carriage of VR-Group Ltd Passenger Services which entered into force on 3 June 2013. VR Conditions of Carriage are available at ticket offices, R-kiosks, travel agencies selling train tickets and online at www.vr.fi.

VR operates domestic long-distance and commuter services. 

Extensive information on Passenger Services is available online at www.vr.fi. On this website, you will find information on passenger service timetables, trains and onboard services, fares, stations and additional services. In VR Online Shop at the above address you can buy the most common train tickets. Most train tickets may also be purchased or booked from VR Customer Care by phone, and the tickets may be paid for by debit or credit cards. You can also contact VR ticket offices, VR Customer Care as well as travel agencies and sales agents.

 

3. Contract of carriage

According to the contract of carriage the railway undertaking (VR) participating in the contract's implementation shall transport the passenger from the departure station to the destination station. The transport agreement is confirmed by a ticket which is either a paper ticket or an electronic ticket, see section 4. The ticket is an indication of the conclusion and content of the transport agreement. One ticket represents one transport agreement with the exception of tickets which have been sold at the same location for a single journey for several persons. Several electronic tickets form one contract of carriage if the tickets are connected by electronic means.

Transferring between railway stations by other modes of transport (bus, tram, metro etc.) or by foot is not part of the transport agreement and the transfer is conducted in accordance with legislation applicable to the means of transport in question.

 

Supplementary Terms and Conditions

The train journey is considered to have started when the passenger has

  1. boarded the train
  2. the passenger has boarded another means of transport transporting passengers on the basis of an agreement concluded with VR or
  3. the passenger has entered a platform area where a valid ticket is required.

 

The journey is considered to end when the passenger has exited the train or a means of transport referred to in section 2.

VR is responsible for other transport directly connected to rail transport only if it is replacement transport organized by VR.

 

4. Tickets and reservations

4.1. General

The railway undertaking (VR) determines the form and content of tickets as well as the language and characters in which they are to be printed and made out. Information contained in e-tickets can be converted into legible form.

The railway undertaking (VR), issuer of the ticket, route, fare, ticket validity and, if required, the passenger's name, travel date and train number are stated on the ticket.

The Supplementary terms state the conditions in which ticket booking is voluntary or compulsory and the terms of discount (for instance children, groups, etc.).

 

Supplementary Terms and Conditions

A General information

Passengers should make sure they have a valid ticket approved by VR or an original and correctly stamped ticket for the entire journey. Passengers should make sure they have a certificate proving their right to a discount with them for the entire journey. When travelling on a discount ticket, the entitlement to a discount must be proven in a manner determined by VR as tickets are inspected. If a passenger is unable to provide proof of the right to a discount, the price of a full-price ticket is collected onboard the train. A discount cannot be obtained retroactively.

On long-distance services passengers must present the ticket at the first ticket inspection to the conductor. Passengers must present their ticket at the first ticket inspection when changing trains.

On Helsinki region commuter services, passengers must validate single or multi-tickets purchased in advance in the validator onboard the train immediately after boarding the train, or request that the conductor validate it in the ticket vending compartment. If a long-distance train journey starts by commuter train or when long-distance multi or season tickets are used on commuter trains, self-printed e-tickets or mobile tickets must be presented to onboard staff in the ticket-vending car.

If passengers buy a ticket onboard the train, the ticket should be purchased from onboard staff immediately after the start of the journey. It is not possible to obtain a seat reservation for tickets purchased onboard long-distance trains. It is possible to purchase berth tickets if they are available.

Non-transferable tickets may only be used by the person whose name is marked on the ticket. The passenger must carry an official identity card.

The seat or berth number of tickets purchased before boarding the train is stated on the ticket. In exceptional cases, onboard staff may indicate to passengers a different seat than the one stated on the ticket. If the holder of a berth ticket is not present in the compartment when tickets are inspected, the conductor is authorized to sell the berth to another passenger.

An individual long-distance train ticket is only valid on the train stated on the ticket. A valid long-distance train season ticket entitles you to choose a free seat in the class indicated on the ticket.

Commuter services single, season or multi-tickets are not valid on long-distance trains.

Passengers who do not have a valid ticket and who do not buy a ticket when VR staff inspect tickets are considered to be travelling without a ticket. Passengers without a ticket may be removed from the train.

HSL (Helsinki Region Transport) ticket inspectors are entitled to inspect tickets and order passengers travelling without a ticket to pay a penalty fare and the ticket price in its entirety and, if required, to remove the ticketless passenger from the train.

 

B Tickets sold by VR

VR sells train tickets for domestic long-distance services, commuter train services, services between Finland and Russia as well as Interrail and Eurail pass products. Tickets for Helsinki region services are also sold at VR stations, from ticket machines and onboard.

For domestic long-distance services, the following ticket types are sold:

  • Individual tickets
  • Season and multi-tickets
  • Group tickets
  • CarTrain packages.

The ticket is valid only on the train service stated on the ticket.

Single tickets as well as season and multi-tickets are sold to different passenger groups at a discount in accordance with VR discount terms and conditions. Further information on train tickets, grounds for discounts granted to different passenger groups, and train types is available online at vr.fi.

The following are ticket documents:

  • Train ticket 
  • Ticket printed by the customer
  • Mobile ticket
  • Interrail and Eurail passes.

Tickets for commuter trains:

  • Single, multi or season tickets.

In commuter services, a single ticket provides transportation during the valid period of the ticket on marked routes in the direction specified by the departure and destination stations. Commuter service tickets purchased on a commuter train are valid in the zones marked on the ticket. With a multi or season ticket in commuter traffic, it is possible during its period of validity to travel on the route marked on the ticket both ways. In commuter traffic, single, season and multi-tickets are sold at reduced prices in accordance with VR's Discount Ticket Terms.

For additional information on HSL tickets, contact HSL or go to HSL's website.

Conditions of carriage drawn up by VR and RZD are applied to tickets sold for services between Finland and Russia. Ticket terms and conditions for Finland-Russia services can be found online at vr.fi.

Travel with Interrail and Eurail passes is subject to separate conditions, which are stated in the Interrail or Eurail guide handed to the customer when buying the pass. For more information on travel with Interrail and Eurail passes, go to vr.fi.

 

4.2. Purchasing, paying, changing and cancelling tickets

Tickets are sold by the railway undertaking (VR) or by authorized sales agents. If other railway undertakings or sales agents (for instance travel agencies) sell tickets but do not participate in carrying out the transport agreement, they act as the railway undertaking's representative and do not accept liability arising from the transport agreement.

The ticket shall be transferable if it has not been made out in the passenger’s name and if the journey has not begun.

Terms concerning cancelling and changing of tickets – except cases concerning cancelled or delayed rail services – are stated in VR Ticket terms and conditions which contain all charges to be paid. The ticket terms and conditions are available at www.vr.fi.

The changing of tickets is considered a cancellation of the original transport agreement and a conclusion of a new one. The railway undertaking may refuse to accept the cancellation or changing of tickets if the ticket is unreadable or damaged. Refunds of the transport charge are conducted with the same method as payment of the ticket or to an appropriate extent with gift vouchers.

 

Supplementary Terms and Conditions

A Purchasing and paying 

VR tickets can be purchased from VR ticket offices, VR Customer Care, VR ticket machines, VR Online Shop, travel agencies that sell VR tickets, retailers, and conductors onboard trains. Tickets may be booked at VR ticket offices, travel agencies or VR Customer Care, and the tickets booked in advance may be collected at VR ticket offices, R-kiosks or VR ticket machines. The available ticket range and accepted means of payment vary by purchasing location.

Means of payment:

  • cash
  • debit/credit cards

Check available tickets at each sales point, service charges and the accepted means of payment at www.vr.fi.

All seats and tickets booked in advance which have not been collected within the prescribed time are automatically cancelled. Passengers must check all purchased tickets and lodge any complaints at the time the tickets are purchased.

CarTrain packages can be booked or purchased at a ticket office, VR Customer Care or a travel agency in accordance with the Car transport terms and conditions. For the Car transport terms and conditions, go to vr.fi. 

On commuter trains, the conductor sells tickets in cars marked with a ticket vending sign.

Tickets for rail services between Finland and Russia can be booked or purchased from VR service stations and VR Customer Care, VR ticket machines, VR Online Shop and travel agencies selling VR tickets.

Interrail and Eurail passes for international services can be purchased at VR ticket offices.

 

B Changes and cancellations

The terms and conditions governing changes and cancellations of tickets are ticket-specific. For the terms and conditions governing changes and cancellations of tickets, go to vr.fi.

A service charge is collected on changes and cancellations. For additional information go to vr.fi.

Check car transport change and cancellation terms in Car Transport terms and conditions, which are available at vr.fi.

Commuter services zone area single tickets and damaged or partly used tickets cannot be changed or cancelled.

 

5. Passengers' obligations

5.1. Before the journey

Passengers shall pay the transport charges in advance and make sure the tickets have been made out in accordance with their instructions.

The ticket is not valid if

  • the ticket has not been stamped appropriately
  • the ticket has been altered after it has been issued
  • the ticket is a forgery
  • passengers do not possess a valid discount card or certificate.

Section 5.2. of the Supplementary Terms and Conditions contain provisions on the procedure to be followed in these cases.

If the electronic information or security certificate of a ticket or a mobile ticket is unreadable passengers must buy a new ticket. Damaged tickets printed by customers or mobile tickets must be sent to the issuer for a refund.

The Supplementary Terms and Conditions determine whether children may travel alone and under what conditions.

Disabled passengers or passengers with reduced mobility shall inform the operator at least 48 hours before the journey. They shall follow the instructions of the railway undertaking (VR) to receive the available assistance. If required, the railway undertaking (VR) may accept shorter notification times.

 

Supplementary Terms and Conditions

A Children travelling alone

Minors travelling alone by train are at the responsibility of the parents. The conductor does not have an obligation to look after the children during the journey. The conductor has no obligation to look after children during the journey.

 

B Disabled passengers

VR offers disabled passengers unimpeded access at different parts of the journey according to possibilities. The onboard services for disabled passengers (e.g. persons with reduced mobility and visually impaired persons) vary according to train type. Passengers must ensure availability of services for the disabled before the journey by referring to, for instance, timetables, vr.fi, VR ticket offices or VR Customer Care. If a customer travelling in a wheelchair wishes to use trains not equipped for disabled passengers they must have their own assistant to help them board and get off the train.

The assistant of a passenger with reduced mobility or visual impairments travels free of charge with the disabled person. Tickets for the passenger with visual impairments or reduced mobility and the assistant shall be purchased at the same time. According to the Regulation of railways' responsibilities disabled passengers have the right to receive assistance at ticket offices. Book assistance by contacting VR Customer Care or a ticket office at least 48 hours before the journey. Read more about the assistance service at vr.fi in the sections Service for the disabled and Regulation on railways' responsibilities.

Passengers may travel with guide and assistance dogs on seats adjacent to seats for passengers with pets, on seats for the disabled in service cars and in all commuter train compartments in addition to long-distance day train pet compartments. A charge is not collected for guide or assistance dogs unless the disabled person is accompanied by an assistant entitled to a free of charge ticket. In sleeping cars it is possible to travel with a guide or assistance dog only in a compartment booked entirely for the group.

 

5.2. During the journey

Passengers must board the train before the scheduled departure time to enable a punctual departure. If passengers do not board the train before the scheduled departure time access to the train cannot be guaranteed.

Passengers shall have a valid ticket approved by the railway undertaking (VR) or an original ticket for the entire journey. Passengers shall make sure that the ticket is stamped and upon request present the ticket to the railway undertaking's (VR) onboard staff and keep the ticket until they get off the train at the destination station.

Passengers must in some cases (for instance if they have a ticket issued in their name, a discount ticket, a ticket printed by the customer or a ticket paid by special means) prove their identity and right to travel.

The ticket entitles the passenger to travel in the class and seat stated on the ticket if the passenger has booked a seat. Passengers who have purchased a berth ticket should remain in the sleeping compartment stated on the ticket during ticket inspection: see section 4.1 A.

The tickets do not entitle to stop at intermediate stop-off points.

A passenger may only occupy one seat. In particular, seats reserved for a group of passengers (for instance, seats for persons with reduced mobility or families with children) shall be given to the passengers entitled to travel in them.

Passengers endangering the safety of the service or other passengers or disturbing other passengers may be removed from the train.

 

6. Hand luggage 

Passengers may transport only hand luggage. The hand luggage shall be connected to the purpose of the trip and fit into space reserved for hand luggage. Passengers shall look after their hand luggage. Hand luggage shall not annoy or inconvenience other passengers or rail traffic or cause damage to, for instance, other passengers or luggage.

VR Supplementary Terms state the exceptions and proper procedures in the transport of weapons and ammunition.

The Supplementary Terms are applicable to transported bicycles.

 

Supplementary Terms and Conditions

Passengers are allowed to take onboard a quantity of hand luggage which they can look after themselves. Prams may be transported as hand luggage.

Hand luggage may, according to the Rail Transport Act (1119/2000: rautatiekuljetuslaki), on justifiable grounds be inspected by a person with policing power or an official who on legal grounds is entitled to conduct an inspection. If the hand luggage is found to cause danger, the person entitled to conduct an inspection is authorized to remove the item from the train.

Passengers are liable for damage caused by their hand luggage in accordance with general liability provisions. The liability applies also to cases in which the hand luggage is placed so that the passenger cannot directly monitor it.

VR is not liable for any damage caused by loss or damage to hand luggage, unless the loss or damage is caused by VR's or its personnel's negligence or a circumstance referred to in the Rail Traffic Liability Act (113/1999: raideliikennevastuulaki).

The Decree on the Transport of Dangerous Goods by Rail (195/2002: asetus vaarallisten aineiden kuljettamisesta rautateillä) governs the transport of dangerous goods. Small amounts of dangerous goods may be carried as hand luggage in trains provided that the goods are packaged for retail trade and intended for personal use or for sports and leisure time use and cause no disturbance or risk to other passengers or the railway undertaking.

Firearms may be carried as hand luggage in trains as specified under Section 106 of the Firearms Act (1/1998: ampuma-aselaki), that is, unloaded and covered.

Cycles may be transported in designated spaces

  • onboard trains with a luggage van or cycle spaces
  • onboard InterCity trains in which the cycle space shall always be booked in advance due to the limited number of cycle spaces.

For the transportation of a bicycle trailer, a bicycle transport fee is charged. The trailer shall be empty.

Bicycles cannot be transported on Pendolino trains.

Bicycles may not be transported during rush hours onboard commuter services. Read more at vr.fi. Transport of cycles is free in HSL area but in other parts of the commuter services area cycle transport is subject to a fee.

 

7. Pets 

Passengers may transport pets onboard trains if the railway undertaking (VR) permits it. The Supplementary Terms are applicable to pet transport.

 

Supplementary Terms and Conditions

Pets may be transported in designated seats or spaces on day trains. There are seats for passengers travelling with a pet in all trains. The seats are marked with a pet icon. Passengers must take care of their pet during the entire journey. Other pets than dogs shall be transported in pet transport boxes. Pets cannot travel alone onboard a train.

In long-distance trains a pet charge is collected for the transportation of pets. If a seat is booked for a pet the passenger shall protect the seat with a cover, and in addition to the fee for the pet, the price of an adult ticket must be paid, for which a 50% discount is granted. On commuter trains pets may be transported free of charge in pet compartments.

In sleeping cars it is possible to travel with a pet provided that the entire end-of-car compartment is booked for the group of passengers in question.

 

8. Registered luggage and vehicles 

When the railway undertaking (VR) offers transport of registered luggage and vehicles its own Supplementary Terms are applicable.

 

Supplementary Terms and Conditions

Transport of registered luggage subject to a fee is offered only on trains with a conductor's van. Customers shall make sure that the transport service is available before the trip. Passengers are responsible for the loading of the luggage into the train and its unloading. The luggage is handed over to the customer in exchange of a receipt of payment at the end of the trip.

VR is responsible for registered luggage only for the part of the journey taking place in the luggage van.

The luggage shall with regard to its size, weight and other properties be of such type that it may be transported without causing danger, damage or unnecessary nuisance.

Assistance devices used by passengers with reduced mobility and prams used by children are transported free of charge onboard trains.

VR Car transport terms and conditions, which can be accessed at vr.fi, are applicable to car transport.

 

9. Delays 

9.1. Train cancellations and foreseeable delays

If rail services are cancelled or a delay of more than 60 minutes at the arrival station stated on the contract of carriage is foreseeable, passengers may

  • demand reimbursement of the transport charge for the part or parts of their journey not made and for the part or parts already made if the journey is no longer serving any purpose, together with a return service to the first point of departure free of charge.
  • continue their journey or be re-routed, under comparable transport conditions, to the final destination at the earliest opportunity
  • continue their journey or be re-routed, under comparable transport conditions, to the final destination at a later date.

If passengers’ tickets are also valid for the return journey and if they use them in accordance with their travel plans, only that part of the total fare which corresponds to the outward journey will be refunded.

 

9.2. Train delays 

9.2.1 Delays of long-distance services

If passengers do not present a claim under point 9.1 and reach the destination point specified in their contract with 60 minutes or more of delay, carriers will compensate them with 25% of the fare. For delays of 120 minutes or more, the compensation will be 50% of the fare. Stipulations of Point 9.5 are still taken into consideration in the application of this point.

The staff on the delayed train, or any other authorised VR staff, will provide passengers with confirmation of the delay on demand.

Passengers are to make their claims for compensation on delayed train trips by presenting the original ticket to the issuer of the ticket or to one of the carriers taking part in the performance of the contract of carriage. If the carrier (VR) provided a confirmation of the delay then it is also to be submitted.

The compensation claim form for delays is accessible online on the Customer Service pages (vr.fi).

 

9.2.2 VR commuter service delays

VR commuter services’ punctuality and operations are monitored by calendar month. Punctuality reports are accessible at the Finnish Transport Agency website.

If VR commuter train services are cancelled or delayed by more than 10 minutes during a calendar month so that the trains that are cancelled and delayed by more than 10 minutes together constitute more than 10% of the month's entire service offering, VR grants VR zone area season ticket holders compensation as follows:

  • 14–30 day ticket holders: if even one day of the season ticket's validity falls on the calendar month on which more than 10% of the month's entire service offering is cancelled or delayed by more than 10 minutes passengers are entitled to a 20% refund of the 14–30 day ticket price
  • 31–365 day ticket holders: if even one day of the season ticket's validity falls on the calendar month on which more than 10% of the month's entire service offering is cancelled or delayed by more than 10 minutes passengers are entitled to a 20% refund of the 30 day ticket price (delays during one calendar month, i.e. refunds are not paid for longer periods and compensation for delays during a calendar month are compensated only once)
  • The compensation is paid
    • Primarily by a refund voucher in exchange for the season ticket entitling to a refund
    • Secondarily at the passenger's written request to the passenger's bank account.

Passengers must make their claims for compensation for cancellations and delays by presenting the original ticket to the issuer of the ticket.

The compensation claim form for delays is accessible online on the Customer service pages of the website vr.fi.

 

Supplementary Terms and Conditions

VR's live train updates are recorded into a system maintained by the Finnish Transport Agency and refunds are based on information received from the system. A minimum sum has been set for the refund. Compensation is applied for by filling in a compensation application form available online at the Customer service pages of the website vr.fi. If you do not have access to the Internet or an e-mail address the compensation claim can be also submitted at a ticket office or the form can be sent by mail.

Delays in vehicle loading / unloading are not compensated.

 

9.3. Processing of refunds and compensations

The basis for calculating compensation is the fare attributable to the delayed train. If the ticket does not specifically show this fare, the basis is to be the normal fare the passenger would have had to pay for a journey restricted to just that train. The VR Supplementary Terms are applicable to, for instance, season tickets. The compensation paid for the delay shall be calculated on the basis of the price the passenger has actually paid for the delayed service.

The railway undertaking (VR) may pay refunds and compensations as gift vouchers. As a general rule the gift vouchers are valid for a year and they are accepted only by the issuing railway undertaking, and they can only be used to buy services sold by the railway undertaking. At passengers’ request carriers will pay refunds and compensation to the passengers' bank account. Refunds and compensation are processed within a month of the application reaching the appropriate contact point. Amounts under EUR 4 will not be paid. Any financial transaction costs are paid by the carrier.

 

Supplementary Terms and Conditions

A Refunds and compensations for delayed rail services 

When the train is delayed or it is expected to be delayed by more than 60 minutes the compensation is applied via an electronic compensation application form. The application for compensation can also be submitted at a ticket office. The compensation application form is used to apply for compensation also when customers have incurred additional expenses due to the delay or when customers travel with a season ticket and are entitled to compensation due to a delayed journey (over 60 minutes). Customers travelling with a season ticket must ask the conductor to write them a certificate regarding the delay and attach it to the compensation application form when applying for compensation.

Compensation and refund application requests are processed as quickly as possible, normally within four weeks. Further information on refunds and compensation is available online at vr.fi.

Compensation for damage caused by delays in train services not exceeding EUR 5,000 may be requested from VR under the Rail Transport Act and, in long-distance traffic, compensation for a delay exceeding 60 minutes under the Regulation on railways’ responsibilities.

 

B Compensation in case of changes to passengers' situation in life 

If passengers become unemployed, unable to work or change their permanent residence, place of work or study place so that the season ticket becomes redundant or if passengers recive a free pass the remaining period of validity may be refunded. Passengers receive the refund upon request from the date the application and the original ticket were submitted to VR. The basis for the refund (e.g. unemployment) must be appropriately proven.

Reasonable administrative expenses are deducted from the compensation (€10) and it is not paid at all if after the deduction the refund is under €4.

The unused period of validity is refunded either by postponing it or using VR refund vouchers but upon a written request by passengers they are paid to passengers' bank accounts.

 

C Refunds on the basis of hospital care or long-term illness 

You can receive a refund upon request due to hospital care or long-term illness if they prevent you from using the season ticket for over 7 days and at least 14 days remain to be used. The basis for the refund must be appropriately proven.

Passengers receive the refund upon request from the date the application and the original ticket were submitted to VR. The unused period of validity is refunded either by postponing it or using VR refund vouchers but upon a written request by passengers they are paid to passengers' bank accounts.

If a multi-ticket becomes redundant due to reasons stated in points B and C, the unused journeys can be refunded to customers during the ticket’s period of validity. The price of used journeys is calculated without the multi-ticket discount.

Reasonable administrative expenses are deducted from the compensation (€10) and it is not paid at all if after the deduction the refund is under €4.

 

D If an unforeseen illness or similar reason rules out the trip

If passengers have a totally unused train ticket and they cannot travel due to an illness or similar reason, they are entitled to a compensation corresponding to the value of the train ticket unless their travel insurance compensates the unused train ticket. Passengers must provide a reliable account of the obstacle.

Reasonable administrative expenses are deducted from the compensation (€10) and it is not paid at all if after the deduction the refund is under €4.

 

E Compensation claims

Attach the original tickets and any other documents to the applications for compensation submitted due to information stated in additional information fields A, B, C or D. Bring the application to the nearest ticket office or mail it to:

VR Group Ltd
Passenger services
Customer feedback
P.O. Box 54
FI-11101 Riihimäki

 

9.4. The journey cannot continue during the same day

If passengers are unable to continue their journey in accordance with the contract of carriage on the same day 

  • by reason of cancellation, the late running of a train or a missed connection, or
  • if continuation of the journey the same day could not reasonably be required under the circumstances,
  • the carrier (VR) will refund the reasonable costs occasioned by having to notify persons expecting the passenger and, if necessary 
  • provide reasonable accommodation including the transfer necessary, or
  • refund reasonable accommodation costs including the transfer necessary.

The carrier (VR) may offer alternative transport (bus, metro, taxi, etc.).

 

Supplementary Terms and Conditions

Liability for other damage caused by a delay is determined in line with section 21 of the Rail Transport Act. The maximum amount of compensation is EUR 5,000.

 

9.5. Relief from liability to compensate for delay

Relief from liability for other damage caused by delays is determined in line with section 21 of the Rail Transport Act. The carrier (VR) is not liable for a delay, a cancellation of a train departure or not stopping at a traffic operating point stated in the timetable that the passenger can reasonably be expected to have anticipated because of the nature of the transport, weather conditions, the time required for transferring to another transport mode or other conditions related to the transport. To be relieved from liability to compensate, the carrier (VR) is required to prove that it has taken all reasonable measures to prevent the damage.

 

10. Assistance in case of a delayed service 

In case of a delay of 60 minutes or more, the carrier (VR) shall take all reasonable and proportionate action to assist passengers. As far as possible and having regard to the waiting time, this action will include the provision of refreshments and meals and, if necessary, the provision of accommodation and the organisation of alternative means of transport. Special attention will be paid to the needs of persons with reduced mobility.

Assistance in case of a delayed service is not applicable to VR Commuter Services.

 

11. Personal injuries 

The carrier‘s (VR) liability for the death of and personal injury to passengers is determined by Appendix 1 of the Regulation on railways' responsibilities.

The carrier liable (VR) shall make appropriate advance payments to passengers or their dependants to cover immediate economic needs. The advance payments shall be proportional to the damage caused. An amount of EUR 21 000 per passenger will be paid in advance in the event of death. In the event of injury, relevant and reasonable costs of up to EUR 21 000 per passenger will be paid in advance.

Advance payments do not constitute recognition of liability and will be offset against any subsequent compensation paid. A demand may be made for the advance payment to be returned if the loss or damage was caused by the negligence or fault of the passenger or where the person who received the advance payment was not the person entitled to compensation.

So far as is compatible with the protection of their interests, carriers who decline liability will provide reasonable support for pursuing claims for compensation against third parties at passengers’ request (where appropriate forwarding documents, sight of inquiry reports, supply of papers, etc.).

 

Supplementary Terms and Conditions

VR is in accordance with sections 3 and 12 of the Rail Traffic Liability Act (113/1999: raideliikennevastuulaki) liable to the full amount of personal injury.

 

12. Loss or damage to property

The railway undertaking's liability for hand luggage and pets carried by the passenger is determined in Appendix 1 of the Regulation on railways' responsibilities. The restrictions of section 34 of the Appendix are not applicable to liability for mobility devices of the disabled and persons with reduced mobility.

 

Supplementary Terms and Conditions

VR is in accordance with sections 3, 11 and 12 of the Rail Traffic Liability Act (113/1999: raideliikennevastuulaki) liable to the full amount of damage to the clothes worn by the passenger, luggage carried, personal utility items and animals.

 

13. Claims and complaints 

13.1. Personal injuries

Claims for compensation for damage to the clothes worn by the passenger, luggage carried, personal utility items and animals shall be submitted to the railway undertaking within three years of the date on which the person having suffered the damage became aware of the damage or should have been aware of the damage. However, compensation claims shall be submitted within ten years of the time the damage occurred.

 

13.2 Damaged luggage and damage incurred due to delays

Passengers shall submit to the railway undertaking a complaint on damage to goods or luggage or partial loss when receiving their goods or luggage if the damage or partial loss is noticeable on the exterior, or risk losing the right to bring action. Otherwise the complaint must be submitted within ten days of having received the luggage. Consumers have, however, always the right to submit a complaint within reasonable time of having received the goods or luggage.

The right to bring action is not, however, lost on the basis of subsection 1 if the railway undertaking or the party for whose conduct the railway undertaking is responsible has caused the damage to the goods or luggage or partial loss intentionally or due to gross negligence.

The right to compensation is lost unless the claim is submitted in writing to the railway undertaking within a year or, if the damage is caused intentionally or due to gross negligence, within three years:

  1. for hand-over of luggage if the right is based on damaged luggage or partial loss or delays in its hand-over;
  2. from the moment when the luggage is noticed to be missing under section 25 if the right to bring action is based on the loss of all the luggage;
  3. from the time when three months have passed from the time the item was accepted for transport or from negligence of the transport obligation, if the right is based on other facts than those mentioned in subsections 1 or 2.

The railway undertaking shall within a month provide a justified response or in justifiable cases inform the passenger of the date by which the response to the claim can be expected.

A consumer has the right to have a dispute concerning rail travel resolved by the Consumer Disputes Board. For more information, go to kuluttajariita.fi.