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Compen­sation

Information on compensation

You can claim compensation for train delays, if your luggage was damaged or you incurred damage during your train trip. Read more about the terms for claiming compensation and how to do so.

When can I claim compensation?

You can claim compensation if the delay was at least 60 minutes compared to the arrival time on your ticket. If you received information on the delay before buying a ticket, no compensation is paid for the delay.

Live train updates are saved in a system maintained by the Finnish Transport Agency. Compensations for delays are based on the information in the system. 

Compensation is based on an EU regulation. Compensation is based on the ticket price. Cancellation insurance cost is not refunded. The minimum compensation to be paid is four euros.

Compensation is calculated as follows:

  • 25% of the ticket price if your train was delayed for at least an hour
  • 50% of the ticket price if your train was delayed for at least two hours
  • Do you have a season ticket? Compensation is based on the calculated price per trip of the season ticket.
If your train is delayed for at least 60 minutes and you have not yet started your journey:
  • You can cancel your ticket and receive a refund. You can change your itinerary (departure date and time) at no extra cost.
  • You can continue or reroute your train trip to reach your destination as soon as possible with similar conditions of carriage.

If your train was delayed for at least 60 minutes and you have already started your journey but want to interrupt it:
  • You will be compensated for the part of the trip that you are not taking. If the trip you have already taken is no longer useful to you because of your original plans, in addition to compensating for the rest of the trip, we will also compensate you for a return journey to your original place of departure.
  • You can continue or reroute your train trip to reach your destination as soon as possible with similar conditions of carriage.

Claim compensation

You can claim compensation for a delay or cancelled train service if you travel with a season ticket for VR’s commuter traffic.

Compensation is calculated as follows:
  • 20% of the price of a season ticket for 14–30 days is refunded if, during the calendar month, over 10% of commuter trains have been cancelled or delayed for more than 10 minutes and the ticket has been valid for even one day during the period.
  • For season tickets for over 30 days, 20% of the price of a season ticket for 30 days is refunded if, during the calendar month, over 10% of commuter trains have been cancelled or delayed for more than 10 minutes and the ticket has been valid for even one day during the period.

Claim compensation

You can claim compensation if the delay was at least 60 minutes compared to the arrival time on your ticket.

Compensation is calculated as follows:
  • 25% of the ticket price if your train was delayed for at least an hour 
  • 50% of the ticket price if your train was delayed for at least two hours

For tickets bought from Russian Railways (RZD), you can claim compensation from RZD. Please see the commercial terms for the passenger service between Finland and Russia.

Claim compensation

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 luggage was damaged. 

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

Additional costs incurred due to a delay
  • The maximum compensation for additional costs caused by a delay is EUR 5,000. 
  • If a delay is to be expected and you can prepare for it in advance, additional costs will not be compensated. Delays caused by weather conditions are an example of this.
  • We have no obligation to pay compensation if we have strived to avoid a situation in which you incur damage due to a delay.
  • You must allow enough transfer time at your destination.
  • We pay no compensation if the event was beyond our control. Accidents and faults in railway line infrastructure are some examples.
  • We are liable to compensate third parties only if the delay is attributable to our wilful act or negligence.
Damage to luggage

You can claim compensation if your luggage was lost or damaged during your train trip because of us. Compensation claims for damaged luggage are processed on a case-by-case basis. View the Conditions of Carriage for more information.

Personal injuries

You can apply for compensation for a personal injury that occurred during a train trip if the injury is caused by the train’s sudden braking or some other situation related to the train’s operation. 

Claim compensation

You can claim compensation if you bought a train ticket, but it was never delivered, or the purchase failed.

When claiming a refund, please provide us with information on the failed purchase transaction so that we can identify it. Provide, e.g. the transaction’s reference number available in your Internet banking application, a receipt copy or a screenshot of the charge to your account.

Claim compensation

Responsibility areas

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

Send feedback to HSL

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 FTIA

Send feedback to FTIA

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

Send feedback to Fintraffic

Send feedback to Fintraffic

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

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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.

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