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.
Log in or register
Chat with us on the VR Matkalla app
We help you on the app tooYou can easily contact us through the chat in the VR Matkalla app. Log in, tap your name on the home screen, and go to "Help & Feedback." Select "Help," scroll down, and open the chat under "Message us."
Changes and cancellations for single tickets
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 25 Oct 2025 on day trains and until 28 Mar 2026 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?
You can claim compensation for example in the following cases:
- Your long-distance train was delayed for at least 60 minutes.
- You incurred additional costs due to a delay.
- You incurred notable damage during your train trip.
- You have a season ticket for commuter traffic and there have been significant delays.
Click the link below to learn more about your rights in disruption situations and fill in the appropriate compensation form for your situation.
Read moreChanges to single tickets for long-distance traffic
If you bought your ticket logged in:
You can make changes easily via the VR Matkalla app or at vr.fi
If you bought your ticket without logging in:
You can create an account and add your ticket purchased without logging in to it. To add the ticket to your account, you need the order and reference number of the ticket. After adding the ticket, you can make changes independently.
You can make changes 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 5.20€ 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. Read more on the change conditions here.
Changes to vehicle spots
Please make any changes to vehicle spots on night trains no later than 72 hours before departure. Read more on the change and cancellation terms of vehicle spaces.
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.
- Cancelled tickets cannot be refunded without the cancellation insurance, Opens in a new tab redeemed at the time of the ticket purchase.
Add the anonymously bought ticket to your account by entering the ticket’s order and reference numbers in the app. After this, you can make changes to your ticket on your account.
Read moreThe 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 (accessible travel matters, free of charge). When calling from abroad, please contact our customer support +358 100 3232.
Services for disabled passengersContact Lost & Found Finland Oy, Opens in a new tab for items lost on trains and at stations: 0600 41 006 (you can check the cost of the call on the service’s website).
Lost and found items left on trains and other means of transport in the HSL area will also be delivered to Lost & Found Finland Oy.
For lost property on the replacement buses, you may contact the bus operator. To find out which operator was responsible for your replacement bus, please contact our customer service 0600 41 900 (3,55 € / answered call + lnc/mcc).
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 (3,55 € / 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
- A 1 euro supplement/order will be charged for tickets purchased by phone, in addition to the call charge.
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 2.03/answered call + LNC).
- We are available on weekdays from 7 a.m. to 8 p.m.
- A EUR 1 supplement/order will be charged for tickets purchased by phone, in addition to the call charge.
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: 2.03 €/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.
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.
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.
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 tabSend feedback to Fintraffic
Fintraffic is responsible for platform displays, announcements at stations and traffic control.
Send feedback to Fintraffic, Opens in a new tabSend 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.
