Customer Service

Changes 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 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 4.5€ 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. 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 spots here.

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.

You can claim compensation with this form 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, 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).

Items lost on HSL trains are taken to Löytötavarapiste. Find more information on HSL's website, Opens in a new tab.

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 (2 € / answered call + lnc/mcc).