Your rights in disruption situations

Information on compensation

Find out more about how and under what conditions you can get a refund or change your journey if the train is delayed by more than 60 minutes or if we cancel your original journey. On this page, you will also find information about what compensation you are entitled to in disruption situations. Start by selecting the appropriate compensation form for your situation from the menu below.

When can I claim compensation?

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

Commuter trains are delayed or service cancelled and you have a season ticket

If we cancel your train journey

Because we cancelled your connection or you missed it

If you incurred extra costs due to a train trip

If you had to give up a seat that you paid an additional fee for

If your ticket purchase failed

Responsibility areas

Responsibilities related to train travel are divided between VR, HSL, the Finnish Transport Infrastructure Agency and Fintraffic.

Send feedback to HSL

VR and HSL are responsible for trains, services and announcements on trains and for ticket sales. HSL is responsible for the capital region’s internal train traffic.

Send feedback to HSL, Opens in a new tab

Send feedback to FTIA

FTIA is responsible for the railway network, railway network maintenance and platform areas.

Send feedback to FTIA, Opens in a new tab

Send feedback to Fintraffic

Fintraffic is responsible for platform displays, announcements at stations and traffic control.

Send feedback to Fintraffic, Opens in a new tab

Send feedback to us!

Your opinion is important to us. Let us know how we could make your train journeys even smoother. This will help us develop our operations and improve our services.

We process all feedback and will contact you if you requested a reply concerning your message.
Send feedback

Contact customer service

Do you have questions?

Our personnel will help you on trains and at stations. If you need help or advice before your journey, do not hesitate to contact us.

Contact us