Questions and answers


By train to Russia

Do children under the age of six need their own tickets?

One child under the age of six can travel in the company of an adult without charge if a seat is not reserved especially for him/her. If the child is to have his/her own seat, a separate ticket for the child will be needed.

Category
Keywordsjourneys to russia

Commuter services tickets

When can I cancel TrainBus tickets?

TrainBus tickets are subject to the same terms and conditions of cancellation as the train tickets belonging to TrainBus tickets. For example, if you have purchased a basic ticket and the cancellation insurance, you can cancel your ticket before the journey.

Category
Keywordslongdistance train tickets, trainbus

Children may travel alone by train. Can the conductor look after the child during the trip?

Children travel always under the responsibility of their parents and VR does not have a specific service for children travelling alone. Train staff do not have the time to look after the child as they have to move between the cars during the trip.

Category
Keywordschildren, juniors

How do I prove my identity when travelling with a commuter services or long-distance services season ticket?

When travelling with a season ticket you must prove your identity with an official identity card, passport or driving licence.

Category
Keywordstrain tickets, season tickets

How do I prove that I'm entitled to a student discount?

As a student, you should be able to indicate your right to a student discount by showing, in connection with ticket inspection on the train, a VR-approved student card or certificate from your educational institution if you have not yet received a student card issued by the student organisation. Combined sale of student cards by VR and Matkahuolto will end on 1 June 2016. A previously purchased card will continue to be valid on the train in accordance with the period of validity label.

Category
Keywordstrain tickets, students

For how long is the commuter train ticket valid?

Commuter train tickets purchased from VR Mobile and VR Commuter application are valid for 2 hours from the moment of purchase. At VR Beta site you can select a certain time, and the train ticket will be valid for two hours from that time Tickets purchased from other channels are valid for the day of purchase and the next day.

Category
Keywordscommuter services tickets, commuter single ticket

Can commuter services multi-tickets be cancelled?

Commuter services multi-tickets cannot be changed or cancelled.

Category
Keywordscommuter services tickets, multitickets

Where do I find information on last year’s season ticket prices for taxation purposes?

You’ll find the season ticket prices in 2015 by going to the upper menu on the VR.fi page and selecting Information about tickets -> Commuter tickets -> Season tickets. 

Category
Keywordscommuter services tickets, season tickets, commuter services

Long-distance train tickets

Do pensioners and students get a discount on the price of a CarTrain package?

Pensioners or students do not get a discount in CarTrain package tickets. The CarTrain package is a fairly cheap product on which additional discounts are not granted.

Category
Keywordslongdistance train tickets, pensioners, students

Do tickets bought from other VR sales locations show up in the Tickets folder of a Veturi customer?

The Tickets folder of a Veturi customer shows all tickets that have been bought or reserved while logged on when the customer uses the VR Mobile application. However, this applies only to tickets that are among those which are currently available in the Mobile Shop - not multi tickets or season tickets, for instance.

Category
Keywordslongdistance tickets

Will each passenger need their own mobile device for displaying the electronic train ticket? Can for example a junior's ticket be displayed on the mobile device of the parent who is also travelling?

The passenger (e.g. junior) will not need a mobile device of his or her own to display the train ticket. You can choose the junior's and the whole family's tickets to be delivered to the mobile device of one person travelling in the group.

Category
Keywordsticket delivery, longdistance train tickets

Can I cancel or change a seat reservation without losing trips?

Yes. You can cancel or change a multi-ticket's seat reservation at the station or by calling VR Customer Care before the train's departure.

Category
Keywordslongdistance train tickets, multiticket

When can I cancel TrainBus tickets?

TrainBus tickets are subject to the same terms and conditions of cancellation as the train tickets belonging to TrainBus tickets. For example, if you have purchased a basic ticket and the cancellation insurance, you can cancel your ticket before the journey.

Category
Keywordslongdistance train tickets, trainbus

When can I purchase a Saver ticket?

You can purchase a Saver ticket 60 days before the journey. A limited number of Saver tickets is available for each service.

Category
Keywordslongdistance train tickets

Children may travel alone by train. Can the conductor look after the child during the trip?

Children travel always under the responsibility of their parents and VR does not have a specific service for children travelling alone. Train staff do not have the time to look after the child as they have to move between the cars during the trip.

Category
Keywordschildren, juniors

How do I prove that I'm entitled to a student discount?

As a student, you should be able to indicate your right to a student discount by showing, in connection with ticket inspection on the train, a VR-approved student card or certificate from your educational institution if you have not yet received a student card issued by the student organisation. Combined sale of student cards by VR and Matkahuolto will end on 1 June 2016. A previously purchased card will continue to be valid on the train in accordance with the period of validity label.

Category
Keywordstrain tickets, students

Can a junior travel on an adult ticket?

A junior can use a valid adult ticket, and an adult multi-ticket, to travel by train. The difference between the junior and adult ticket prices will in that case not be refunded to the passenger.

Category
Keywordsticket delivery, family ticket, children

Can a 40 person group change a group ticket at a station ticket office?

A group ticket can generally be changed via VR Business and Group Sales, tel. 0600 19955 (EUR 1.99€ + local network charge / answered call), but also via VR Customer Care. 

Category
Keywordslongdistance train tickets, cancellation on group tickets

Do for example students or pensioners get a discount on Saver tickets?

The price of Saver tickets is the cheapest price for all passengers. Other discounts are not granted on Saver tickets.

Category
Keywordslongdistance train tickets

Where can I purchase a Saver ticket?

Saver tickets can be bought from the VR Online Shop, VR Mobile, station ticket offices, ticket vending machines, by calling VR Customer Care, from R-Kioskis and travel agencies 60 days before the journey at the earliest and for as long as they are available for the train in question.

Category
Keywordslongdistance train tickets

Will there be changes in the night train and CarTrain tickets and prices?

According to customer surveys and feedback customers would like more competitive products and price level. Night and CarTrain tickets will also be reviewed on that basis.

Category
Keywords

If all group members will not travel how will I be refunded on the group ticket?

Cancellations on group tickets (groups with 6-20 passengers) must be made 7 days before the train's departure, at the latest. If only some group members cancel their trip, the cancellation charge is 20% on the price of the cancelled tickets. You cannot get a refund on group tickets after the trip.

Category
Keywordslongdistance train tickets, cancellation on group tickets

What is the age limit for a child?

Children under the age of 4 travel free of charge on trains. The new age limit for children in long-distance and zone area traffic is 4–16 years. However, children under the age of 7 continue to be able to travel free of charge within the HSL Area.

Category
Keywordslongdistance train tickets, children

Onboard services in long-distance trains

I travel with my small child in a sleeping car and I'm afraid the child will fall from the berth. What do I do?

The lower (blue sleeping cars) or lower and middle berths (double decker sleeping cars) can be equipped with a safety net so that the child does not fall down from the berth. You can ask for a safety net when purchasing tickets from station ticket offices or by calling VR Customer Care, tel. 0600 41 900.

Category
Keywordssleeping cars, onboard services in longdistance trains

Can I purchase a ticket for my bicycle for a long-distance train?

Bicycle transport on InterCity trains must always be paid (€5) before the trip because of the limited number of bicycle transport spaces. You can take bicycles directly to the luggage van of blue trains and pay the bicycle transport charge to the conductor. However, groups must agree on bicycle transport beforehand.

Category
Keywordsonboard services in longdistance trains, bicycles

Can I transport a bike on commuter trains?

You can transport bicycles and skis free of charge on commuter trains in HSL area. In the zone area transport of bicycles is subject to a charge, see Bicycle transport fees. Bicycles may not be transported during rush-hours Mon-Fri 7.00-9.00 or 15.00-18.00.

Category
Keywordsonboard services in commuter services, bicycles

I have a folding bike. Can I transport the bicycle on a long-distance train?

Folding bikes can be transported free of charge on long-distance trains when they are folded and covered by a transport bag.

Category
Keywordsfolding bicycles, onboard services in longdistance trains

Can I take my pet with me onboard trains?

You can take your pets onboard as all trains have a compartment for passengers travelling with pets. Read more on the Transport of pets

Category
Keywordsonboard services in longdistance trains, pets

I would like to take my bicycle with me on a long-distance train. Is that possible?

You can transport a bike as hand luggage. The bicycle fee is EUR 5. Transporting a bike is possible on most long-distance trains (InterCity trains, night/day express trains that transport luggage, and some regional trains). The possibility to transport a bike is indicated in timetables with a bike icon (InterCity trains) or a suitcase icon (blue trains). InterCity train bicycle space should be purchased in advance.

Category
Keywordsonboard services in longidstance trains, bicycles

I would like to take my skis with me on a long-distance train. Is that possible?

It's easy to transport skis onboard trains. The location of transport varies by train type. You can transport skis by train free of charge except when the skis are transported in the luggage van in blue cars. When transporting skis, please make sure that the skis do not cause nuisance to other passengers.

Category
Keywordssleeping cars, onboard services in longdistance trains

Can I smoke onboard trains?

Smoking is not permitted onboard trains. All VR services are non-smoking.

Category
Keywordsonboard services in longdistance trains, smoking

Online shop

Why don't all of the departures to St. Petersburg and Moscow appear immediately in the search results?

There are only a few departures to Russia in a single day, so there is no need to increase the number of search results.

Category
Keywordsonline shop, purchasing tickets

What type of a ticket do I need to travel from Helsinki to Lahti? The Online Shop will not sell a ticket for a Z-train.

Single tickets are not sold in the Online Shop for commuter trains (e.g. Z-train), even if Journey Search shows commuter train services. Tickets for commuter trains are available from stations, ticket machines, VR Beta site and train conductors in the ticket vending compartment. You can buy commuter tickets from the Online Shop only if you travel by long-distance train as part of your trip.

Category
Keywordscommuter services tickets, online shop

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.

Category
Keywordsonline shop, safety

How to include children in the CarTrain package when buying from Online Shop?

Children aged 10 and younger travel free of charge on night trains with a parent in the same sleeping compartment if a berth is not booked for the child. (Please note: one child with one adult per berth). Train tickets entitling a child to travel free of charge are available at ticket offices and by contacting VR Customer Care by phone. Children aged between 11 and 16 need a berth of their own when travelling in a sleeping car. When passengers are selected children are counted as adults.  

Category
Keywordsonline shop, cartrain package

How are purchases made in the Online shop paid for?

You can pay for rail tickets using Nordea, Sampo Pankki, Danske Bank, 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. 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).

Category
Keywordsonline shop, payment

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.

Category
Keywordsonline shop, journeys to russia

How to I reserve a multi-ticket seat?

You can reserve a multi-ticket seat from the VR Online Shop. Select season and multi-tickets tab on the front page of vr.fi > Multi-ticket seat booking. Enter your travel details, including the direction and date for which you wish to reserve a seat and click on Search. Then select the train you wish to travel. On the Seats and Services page you can choose a seat by clicking on the Choose Seats button. You can also call VR Customer Support tel. 0800 166 888 (Mon–Sun from 7 to 22, free of charge) to book a seat.

Category
Keywordsonline shop, multiticket seat

How much earlier can I buy a CarTrain package?

You can purchase CarTrain packages one year before departure. Veturi customers can search for seats 60 days before the trip in the Online Shop's My information or from a ticket office or by calling VR Custome Care, tel. 0600 41 900. If you buy a CarTrain package less than 60 days before the trip you will receive the tickers when purchasing the tickets.

Category
Keywordsonline shop, cartrain package

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 4 to 1.30. Timetable search is open 24 h.

Category
Keywordsonline shop, purchasing tickets

I received the ticket to my e-mail. Can I use the ticket as such or do I need to go to the train station?

Train tickets sent by e-mail are valid as such onboard trains. The order confirmation must be exchanged to a ticket at a station or at ticket machine.

Category
Keywordsonline shop, validity of tickets

How soon before the train’s departure should I purchase a rail ticket in the Online Shop?

You must make your purchases no later than a minute before the train’s departure in online shop. Journeys in sleepers must be paid for no later than an hour before the departure of the train from its original departure station.

Category
Keywordsonline shop, purchasing tickets

Why is no price information shown in the last search results in the Online Shop?

First shown in the Online Shop are the departures that best correspond to the search criteria, and the number of search results has been considerably increased at the request of our customers. The information of the last departures on the page load more slowly and they do not always appear immediately. If you want, you can get the information by clicking on the departure in question.

Category
Keywordspurchasing tickets, online shop

I purchased a ticket from the Online Shop but the ticket has not been delivered. What do I do?

As a Veturi customer you can print tickets from the Online Shop's My information. In other cases please contact the Online Shop support, tel. 0203 32033.

Category
Keywordsticket delivery, online shop

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.

Category
Keywordsonline shop, purchasing tickets

How does the customer obtain rail tickets purchased in the Online Shop?

ou 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.

Category
Keywordsticket delivery, online shop

How much earlier have I to buy a journey with a berth ticket in the Online shop?

When purchasing a berth ticket from the Online Shop there must be over one hour until the departure of the train from its original departure station. You can check the departure station by clicking on the train number on the Online Shop's Timetables and fares page.

Category
Keywordsberth ticket, online shop

How do I purchase CarTrain packages from VR Online Shop?

Select the CarTrain packages tab in VR Online Shop's Journey Search. If you are travelling to or from Helsinki, please select Pasila or Pasila car station as the station. Select the number of passengers according to how many persons are travelling. The system first calculates the seat price for the selected route. Add berths or compartments and click on Update price. Check that any ski boxes are included in the height of the car you have entered.If there is more than 60 days before the trip you will receive an order confirmation. As a registered customer you can access the required train tickets in My information in the Online Shop when there is less than 60 days before the trip or in other cases please call VR Customer Care, tel. 0600 41 900. If you buy a CarTrain package less than 60 days before the trip you will receive the tickets when purchasing them. CarTrain package tickets are not sent to mobile phones.

Category
Keywordsonline shop, cartrain package

How to buy pet tickets online?

First select the ticket and then pet seat as seat preference and the total number of pets. Please note that all pet seats are located in Eco Class.

Category
Keywordsonline shop, pet ticket

Why won't the saver price appear?

The saver price does not appear if no tickets for the discounted price are available for the departure, of if their number is limited and they have been sold out.

Category
Keywordspurchasing tickets, online shop

Price calendar

Where do I find the prices of tickets for students or pensioners?

The price calendar shows the price of a trip for an adult. Other prices can be found in the Online shop.

Category
Keywordsprice calendar

Why does the price calendar show only the price of a trip for one adult?

The price calendar shows the price of a trip for an adult. Other prices can be found in the Online shop.

Category
Keywordsprice calendar

Why are only some of the routes shown on the price calendar?

At this point you can look for the cheapest prices only for the most popular routes. We are developing our services so that they will cover more routes than before.

Category
Keywordsprice calendar

How can I see the cheapest price?

With the help of the price calendar you can check the lowest prices for the ten most popular routes for the coming 60 days. The price calendar shows the prices of one-way or round-trip tickets for adults.

Category
Keywordsprice calendar

VR mobile

How many ticket types can be selected simultaneously?

Three different ticket types can be selected at one time and in total a maximum of 10 passengers.

Category
Keywordsvr mobile, ticket purchasing

Are multi-ticket seat bookings shown in My information?

Multi-ticket seat bookings are not shown in My information. Customers receive an e-mail message when booking seats. 

Category
Keywordsvr mobile, veturi

What benefits do I get from the mobile application?

When using the mobile application downloaded to your mobile you can search timetables and purchase ticket faster. After registering as a Veturi member customers log into the service automatically when opening the application. Purchased tickets are automatically saved in the application's ticket folder and the route can be saved in the calendar. With the application you can easily manage favourite routes and the ticket folder.

Category
Keywordsvr mobile

Is ticket purchasing secure?

Ticket purchasing though mobile ticketing is secure. A secure connection is used during payment.

Category
Keywordsvr mobile, payment

Why are tickets paid by credit card refunded in cash?

Refunds are made at ticket offices in cash regardless of the payment method.

Category
Keywordsvr mobile

How many days before the trip can I buy tickets through mobile ticketing?

Train tickets can be purchased up to 60 days before departure through mobile ticketing. 

Category
Keywordsvr mobile, ticket purchasing

What commuter tickets can I buy through VR Mobile?

Commuter services zone area single tickets can be purchased through VR Mobile.

Category
Keywordsvr mobile, ticket purchasing

Can Veturi members view tickets purchased or booked through other channels in My information in mobile ticketing?

At the moment My information shows only tickets purchased through mobile ticketing, not those purchased or booked through other channels.

Category
Keywordsvr mobile, veturi

Can credit or debit card details be saved somewhere and how is the information used?

Veturi members can save their credit or debit card information in mobile payment operator Point's system after which purchasing is faster. The info is saved at vr.fi in VR Online Shop's My information under Enable mobile payments. When saving the information select your card, enter its number, cvc security code and good thru date into the system. Payment is made entirely in payment operator Point's secure online service. VR does not process information related to payments.

Category
Keywordsvr mobile, payment

How are tickets purchased through mobile ticketing inspected on trains?

There is no difference in ticket inspection onboard the train from inspection of current mobile tickets. Customers must open the ticket for inspection Tickets can be saved in the phone's bookmarks to remove the need for access to internet during ticket inspection. 

Category
Keywordsvr mobile

What are favourite tickets?

Veturi members may save favourite tickets and the system will then show them first when new purchases are made. Favourite seats can also be entered into mobile ticketing (e.g. seat in working compartment).

Category
Keywordsvr mobile, veturi

How do I pay for tickets purchased through mobile ticketing?

Tickets purchased through mobile ticketing can be paid with most credit/debit cards: Visa, MasterCard, Visa Electron and Maestro cards.

Category
Keywordsvr mobile, payment

How are commuter train single tickets delivered in VR Mobile?

Commuter train tickets are displayed in the mobile application's My tickets folder immediately after the purchase.

Category
Keywordsvr mobile, ticket delivery

What long-distance train tickets can I buy through mobile ticketing?

Mobile ticketing range includes Advance tickets, Basic tickets and Flexible tickets. Pet and bicycle charges can also be paid there. For instance family tickets cannot be purchased through mobile ticketing.

Category
Keywordsvr mobile, ticket purchasing

How are long-distance tickets delivered?

Tickets are sent by SMS and by e-mail. In addition you receive an order confirmation by e-mail.

Category
Keywordsvr mobile, ticket delivery

How many credit or debit cards can registered customers save in the system in advance?

Registered customs can save many credit or debit cards, there is no limit for the number of cards.

Category
Keywordsvr mobile, payment

Why doesn't my valid payment card work in VR Mobile?

Check that you have activated you card to function also in online payments. You can activate the card in your bank or through the bank's online service.

Category
Keywordsvr mobile, payment

Can I book return tickets through mobile ticketing?

Outbound and inbound trips are purchased and paid separately in mobile ticketing. When you have purchased the outbound trip, click on Buy inbound ticket. 

Category
Keywordsvr mobile, ticket purchasing

Can tickets purchased through mobile ticketing be changed or cancelled?

Train tickets can be changed or cancelled in line with the terms and conditions on ticket cancellation. With some tickets changes or cancellations are not possible. Changes to tickets are made by phone at VR Customer Care or at ticket offices, refunds are made only at station ticket offices.

Category
Keywordsvr mobile

How can I delete credit or debit card details saved in VR mobile ticketing?

Contact VR Online Shop and mobile ticketing support and state the type of card and the last four numbers. The support service contacts Point and informs you when the card details have been deleted from the system.

Category
Keywordsvr mobile, payment

Can I pay just the pet or bicycle charge through mobile ticketing?

Pet and bicycle space are extra services that belong to Basic or Saver tickets and cannot be used to pay via the Mobile Shop without buying a ticket. More information regarding pet and bicycle seats. 

Category
Keywordsvr mobile, ticket purchasing

Can I book seats for long-distance multi-tickets through mobile ticketing?

Free of charge seat booking can for multi-tickets can be made through mobile ticketing. Multi-tickets can be purchased online, at ticket offices, from ticket machines, by phone from VR Customer Care and from travel agencies. 

Category
Keywordsvr mobile, ticket purchasing

Can I purchase HSL tickets through VR Mobile?

Internal HSL area tickets cannot be purchased through VR Mobile.

Category
Keywordsvr mobile, ticket purchasing

Why are pet and bicycle charges not sent by SMS?

Pet and bicycle charges cannot be sent by SMS at the moment and they are sent only by e-mail.

Category
Keywordsvr mobile, ticket delivery

If the language of my mobile phone's operating system is Finnish can I select another language for VR mobile ticketing?

When using the mobile application the language is set in line with the phone's operating system. When the service is used via the phone's browser the language can be set in the language menu at the bottom of the start page.

Category
Keywordsvr mobile

Do Veturi customers always have to log in and enter their username and password?

When Veturi members access VR mobile ticketing through a browser they must enter their username and password when logging in. When customers access mobile ticketing through a separate application the system remembers the username and password and a new login is not needed. Veturi members can naturally use VR mobile ticketing without logging in but then they cannot capitalize on Veturi members' benefits, view their information or save their favourites.

Category
Keywordsvr mobile, veturi

Didn’t you find the answer to your question?

You can look for the answer on the VR.fi website. Alternatively please contact VR Customer Service.