Customer Service

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.

• Cancelled tickets cannot be refunded without the cancellation insurance redeemed at the time of the ticket purchase.
  

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.

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.
  

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.

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.