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Customer Service

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

How can we help you?

Changes to single tickets for long-distance traffic

You can change the departure date and time or seat for single tickets for long-distance traffic prior to the train’s departure. If the journey includes a change of trains, any changes must be made before the journey begins. Please note that the route or direction of travel stated on the ticket cannot be changed.

Here's how to make a change to your ticket:
  • If you have purchased your tickets while logged in, you can make the change most easily via the VR Matkalla app.
  • By calling our customer support: (0100 3232 (0,06 €/min 0,06 €/min + lnc/mcc, Mon-Fri 5 am – 10 pm and Sat-Sun 7 am - 10 pm)).

The change fee is 5€ per ticket. The price difference is charged when changing a ticket to a more expensive train service or travel class. The difference is not refunded when changing to a less expensive ticket.

Cancelling single tickets for long-distance traffic:
  • 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

Did you run into a problem while purchasing your ticket? No worries, just contact our customer support who will help you out. Please note that we can't make changes to your ticket through the cancellation form.

Still have questions?

No need to worry. We have put together more detailed information about changes to long-distance traffic tickets, changes to multi-tickets and cancellation insurance. Click the link to learn more.

More information

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 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.

Contact us and we’ll talk more!

Buy tickets

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

Enquiries and assistance

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

Services for groups

Group sales

When planning a trip for a group of more than 18 people, ask for a group sale offer or call the group sale service.

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

We help you on Facebook, Twitter and in our chat

We are wherever you are. The best way to get in touch with us on social media is by sending us a private message. See for more detailed social media customer service information and opening hours.

The chat will automatically open in the bottom right corner of the site. You can chat with us daily from 9 a.m. to 1 a.m.

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

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 to us

Did you not receive your train ticket?

Just missing the ticket

Sometimes, one may accidentally enter one’s email or other information incorrectly. If the payment failed or you purchased a train ticket but did not get the ticket, please contact our customer support.

Customer support contact information

We can also serve you in Sign Language

Call us through the Chabla app for service in Sign Language. The service is available in Finnish and Finnish Sign Language.

Our Chabla number is 0800 180 055 (LNC/MCC). Service hours Mon–Fri 8 a.m.–4 p.m.
Learn more about Chabla

Hi employer!

Let's go on a journey together

Nice to have you here. We have a separate Business Services page for your service. Jump to the Business Services page and we'll tell you more.

To the Business Services page

You can find us in the VR Matkalla app, too

Chat now also in the app

You can contact us easily also via the chat in the VR Matkalla app. The chat opens 100 days before the start of the journey you purchased. You can find the chat on the front page of the VR Matkalla app, under the header “on your journey”.

Open VR Matkalla app

We also provide 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 is there for you on Facebook:

  • from Monday to Friday 6–22
  • 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.

Follow us on Facebook

On Twitter @vrmatkalla

Our customer service is there for you on Twitter:

  • from Monday to Friday 6–22
  • on weekends and public holidays 8–18

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

Follow us on Twitter