Customer Service

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.
  

You can find more information on which form to fill through the link below.

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 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 5.00€ 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.

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.

From Friday 8 September 2023 to Wednesday 11 October 2023, the lost property service of long-distance trains is located in Turku and the lost property service of HSL commuter trains is located in Kamppi in Helsinki. Depending on the destination of your trip, you can inquire about property lost on VR's commuter trains either from Turku or Kamppi. Learn more, Opens in a new tab

If you've lost any property on a replacement bus, you can contact the operator in question directly to inquire about it. You can find out the operator of the bus service by calling our customer service at 0600 41 900 (€2/answered call + LNC/MCC).