Customer Service

Hi! On this page you can find our contact information and answers to the most common questions. We are here for you.

Log in and make changes easily to your ticket

Did you know that by logging in you can easily make changes to your ticket on VR Matkalla -app or vr.fi? If you bought your ticket anonymously, you can add it to your account by using the order and reference numbers.

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The VR Matkalla -app is your best travel companion!
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Chat with us on the VR Matkalla app

We help you on the app too

You can contact us easily also via the chat on the VR Matkalla app. You can find the chat on the front page of the VR Matkalla app, under the header “customer service”.

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Changes and cancellations for single tickets

You can make changes to your long-distance traffic single tickets before the scheduled departure of the train. The change fee is 5 €/ticket.

Change your ticket in the app or at vr.fi

You can change your ticket easily in the app or online at vr.fi if you have made your purchases in the app or logged in at vr.fi. You can also add your anonymously bought ticket to your account on the VR Matkalla app and make changes afterwards. A ticket that has been activated through self-service will be considered used and cannot be changed or cancelled.

New time of the trip

You can change the dates of your trip only for the available sales period, until 15 Sept on day trains and until 29 Mar 2025 on night trains.

Change your ticket by contacting customer support

You can also change your ticket by calling our customer support 0100 3232 (cost 0,06 €/min + lnc/mcc), or by visiting our ticket office at Helsinki or Tampere station.

Price differences in tickets

If you change your ticket to a more expensive train service, you need to pay the difference when you make the change. The difference is not refunded as a monetary or price refund when changing to a less expensive train service.

How can we help you?

When something went wrong or the train was delayed

Changes to your plans?

Help with planning an accessible train trip

Did you lose something on a train or at the station?

Didn't find an answer to your question yet? Contact us.

Customer support

Contact customer support by phone 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
  • If you are calling from a foreign number, our customer support number is +358 923 192 902

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
  • If you are calling from a foreign number, our customer service number is +358 923 192 902

Customer support for accessible travel

Get help with questions about accessible train travel.

  • Tel. 0800 188 822
  • Service hours Mon–Fri 5am – 10 pm and Sat–Sun 7am – 10 pm.
  • Calling is toll free.

Chat

We can help you also through chat. The chat will automatically open in the bottom right corner of the site. If the chat doesn't open, please check that you have accepted our website's cookies, Opens in a new tab.

You can chat with us on weekdays from 6 a.m. to midnight and 9 a.m. to midnight on weekends.

Corporate services & Group sales

Corporate services

Hi employer! Nice to have you here. We have a separate Business Services page to attend to your needs. Read about our business services or call our corporate customer service:

  • Tel. 0600 199 55 (EUR 2/answered call + LNC).
  • We are available on weekdays from 7 a.m. to 8 p.m.

Group sales

Going on a group trip? Ask for a group sale offer and read more about our services for groups.

Call group sales:

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

We also provide customer service on social media

Our customer service is there for you on social media Monday to Friday 6–22 and on weekends and public holidays 8–18. If your matter concerns an existing ticket order or requires detailed personal data, please contact us through a private message.

On Instagram vrmatkalla

Contact us:

Instagram, Opens in a new tab

On Facebook VR matkalla

Contact us:

Facebook, Opens in a new tab

On X @VRmatkalla

Contact us:

Twitter, Opens in a new tab

Which ticket is best for you?

Learn more about our different tickets and choose the one that suits you best. At the same time, you can view the additional information, discount classes and terms of the different tickets. We are happy to help you.

Read more about our tickets

Are you planning an event?

If you're planning an event and are interested in cooperating with us, or would like more information on traffic arrangements, please contact us by email at tapahtumat(a)vr.fi.

Feedback

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.

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Send feedback to FTIA

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

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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