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Customer Service

Do you need help or more information? Did something not go as planned? Let us help you.

How can we help?

Points of purchase for tickets

You can buy tickets for long-distance and commuter traffic:

  • vr.fi
  • VR Matkalla mobile app
  • Station ticket offices
  • Ticket vending machines
  • VR customer service telephone
  • R-Kioski

The point of purchase may depend on the ticket type. Check the ticket-specific points of purchase.

Discounts on tickets

Children, students, pensioners, senior citizens and conscripts are eligible for a discount. 

Read further information on discounts.

Did you not receive the train ticket?

If you bought a train ticket, but it was never delivered, the purchase failed or you want the ticket to be sent to you again, please contact VR’s Customer Support:0100 3232 (cost 0,06 €/min + lnc/mcc)

Are you wondering which ticket is best for you? 

Read more about our tickets

Long-distance train tickets

Basic ticket, saver ticket & multi-ticket
  • You can change the departure date and time for single tickets for long-distance traffic or single multi-ticket journeys prior to departure at station ticket offices or by calling VR’s Customer Support: 0100 3232 (cost 0,06 €/min + lnc/mcc).
  • You can cancel a journey booked using your multi-ticket for long-distance trains by signing in to your account on this website or the VR Matkalla app. Cancellations for journeys booked using a multi-ticket can be made free of charge and up to 30 minutes before the scheduled departure of the train.
  • If the journey includes a change of train, changes must be made before they journey begins. Please note that the route or direction of travel stated on the ticket cannot be changed.
  • Changes are subject to a charge of €5/ticket. An additional €1 service fee is charged for changes made at ticket sales.
  • Price difference is charged when changing a ticket to a more expensive train service. No refund is given when changing to a cheaper train.

Read more about changes and safety during the corona restrictions.

Tickets to a car-carrier
Season ticket

Season tickets cannot be changed or cancelled. 

Cancellation insurance for long-distance tickets

If you bought cancellation insurance when purchasing the ticket, you can cancel your ticket before departure and receive a refund. Cancellations can be made by logging in to vr.fi or the VR Matkalla app, or through this cancellation form. Read more about cancellation insurance.

Tickets for commuter traffic

Tickets for VR’s commuter traffic cannot be changed or cancelled.

Please note: If you bought your ticket through a retailer, please contact them directly if you want to make any changes or cancel the ticket.

Read more about our tickets

The VR Matkalla app offers the easiest way to use multi-tickets.

Multi-ticket for long-distance traffic

Please remember to book your journey with your multi-ticket for long-distance trains before the train’s scheduled departure.

  • Booking a journey with a multi-ticket works similarly to seat reservation.
  • You will need your multi-ticket’s order number when booking a journey.
  • You can also book a journey with your multi-ticket from VR Customer Support 0100 3232 (cost 0,06 €/min + lnc/mcc). We will send you your ticket by email or SMS. You can also pick your ticket up from a station with ticket sales.
  • Once you have booked a journey with your multi-ticket, you will receive a ticket that you must show during ticket inspection.
  • If you have not booked a journey with your multi-ticket before boarding the train, you must buy a new ticket from the conductor.
  • You cannot use your multi-ticket to book a journey for a train that is sold out.
  • Multi-tickets cannot be used for train + bus connections.

Please note that you cannot book or pick up tickets for individual journeys with a multi-ticket for long-distance trains from an R-kioski, a Matkahuolto, a Matkahuolto service point or a travel agency.

Multi-ticket for VR's commuter traffic

Please remember to activate the journey before boarding the train.

  • Journeys booked with the multi-ticket are valid for two hours.
  • Traditional paper multi-tickets must be validated with the orange validator in the train’s vestibule when boarding the train.

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.
  • You incurred additional costs due to a delay.
  • Your train trip between Finland and Russia was delayed for at least 60 minutes.
  • Your baggage was damaged or you incurred damage during your train trip.

Read more

The page on services for disabled passengers contains information on assistance available at railway stations, taking assistive devices on trains, accessibility of trains and measures in disruption situations.

You can also get help by calling our customer service for accessible travel 0800 188 822 (free of charge). When calling from abroad, please contact our customer support +358 100 3232.

Services for disabled passengers

Contact Finland's Found Property Service for items lost on trains and at stations: 0600 41 006 (you can check the cost of the call on the service’s website).

Items lost on HSL trains are taken to Löytötavarapiste. Find more information on HSL's website.

Your safety is important to us

We have compiled tips for ensuring your train travel is as safe as possible. You find the most current information concerning train travel as well as the most frequently asked questions here.

Read more about safety

By phone or on social media!

Contact us

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.

CHAT WITH US
We provide advice related to train travel daily.

Buy and reserve tickets

VR’s customer care

You can buy tickets and get timetable and price information from customer care.

  • Tel. 0600 41 900 (2 € / answered call + lnc/mcc)
  • Service hours: During weekdays 5–22, Sat-Sun 7-22
  • When calling from abroad: +358 923 192 902

Enquiries and assistance

VR’s customer Support

Contact Customer Support to change or cancel tickets; for information on train service during disruptions and for help with self-service channels. 

  • Tel. 0100 3232 (cost 0,06 €/min + lnc/mcc), queuing is charged
  • Service hours: Mon–Fri 5 am–10 pm and Sat–Sun 7 am–10 pm

Services for groups

VR Group Sales

Contact Group Sales when planning a journey for a group with more than 9 persons. 

  • Tel. 0600 19009
  • Service hours Mon–Thu 10–15
  • Cost: EUR 2/answered call + LNC

Do you need help with moving around the station or boarding a train?

Assistance service is available, e.g. for the elderly, wheelchair passengers and passengers with impaired vision or hearing. The service is free of charge. You can order the service from our customer support for accessible travel: 0800 188 822 (free of charge). Service hours Mon–Fri 5am – 10 pm and Sat–Sun 7am – 10 pm.

Do you need help in Sign Language?

Call us through the Chabla application for service in Sign Language. Our Chabla number is 0800 180 055 (LNC/MCC). Service hours Mon–Fri 8–16. The service is available in Finnish and Finnish Sign Language.

Our Chabla service

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

Customer service on social media

On social media, we help with the most common questions related to train travel. Select your favourite channel and contact us!

On Facebook VR matkalla

Our customer service helps you with questions related to train travel:

  • from Monday to Friday 7–21
  • on Saturdays 9:30–18
  • on Sundays and public holidays 9:30–18

If your matter concerns an existing ticket order or requires detailed personal data, please contact us through a private message. 

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On Twitter @vrmatkalla

Our customer service is there for you on Twitter:

  • from Monday to Friday 7–21
  • on Saturdays 9:30–18
  • on Sundays and public holidays 9:30–18

Please note that we process matters concerning existing orders or requiring personal data through private messages only. 

Follow us on Twitter