Terms and conditions

A ticket is a contract of carriage, according to which VR shall transport the passenger from the departure station to the destination station. The passenger shall have a ticket that is valid throughout the train journey and approved by VR. 

The train journey starts when the passenger has boarded the train or another means of transport arranged by VR. VR is responsible for transport other than rail transport only if it is arranged by VR. The journey ends when the passenger has exited the means of transport in question. 

Train timetables and the rolling stock may change in the period between the ticket purchase and the passenger’s journey. Customers that have given their contact information are informed of any material changes.

Personal tickets may only be used by the person whose name is marked on the ticket. In this case, the passenger shall be prepared to show a proof of identity. The rules governing changes and cancellations of tickets are ticket-specific. VR charges a fee for changes and cancellations. Lost, damaged or partly used train tickets cannot be changed or cancelled. A ticket that has been activated through self-service will be considered used and cannot be changed or cancelled.

A ticket is not valid if the journey for the multi-ticket has not been reserved or the ticket has been altered or forged. The commercial resale of individual journeys booked with a multi-ticket is not permitted. If a multi-ticket is used in violation of the conditions, VR has the right to cancel the multi-ticket.

In VR’s long-distance traffic, the ticket shall be purchased from onboard personnel on the train at the latest. In VR’s commuter traffic, the ticket shall be purchased before boarding the train. 

Even if the passenger has a ticket, he or she may be removed from the train if he or she endangers the safety of the service or other passengers or disturbs other passengers.

1.1 Ticket in VR’s long-distance traffic

VR’s long-distance traffic encompasses journeys made on InterCity trains, Pendolino trains, express trains and railcars in the entire railway network in Finland. The customer shall always book a seat or a sleeping berth for single tickets and multi-tickets, with the exception of railcars and buses.

The ticket entitles the passenger to travel in the train, class and seat indicated on the ticket. Under exceptional circumstances, VR’s onboard personnel may show the passenger to a seat other than the one indicated on the ticket or chosen by the passenger.

VR reserves the right to resell a reserved place to another customer in case the reservation holder is not reached for ticket inspection within reasonable time.

If the ticket is unreadable or damaged, VR may refuse to accept the change or cancellation of the ticket. 

1.2 Ticket in VR’s commuter traffic

VR Commuter traffic encompasses traffic operated with commuter trains with line IDs in areas from Helsinki to Kotka/the Port of Kotka, Hanko and Nokia. VR’s commuter traffic tickets are not valid on VR’s long-distance trains.

The ticket shall be purchased before boarding the train. During the validity of the ticket, the passenger may change trains. This change shall take place within the validity period of the ticket. The ticket entitles the passenger to travel to the destination station indicated on the ticket even if the validity of the ticket ends before the arrival. 

Single and multi-tickets that have been printed on paper shall be validated with the validator onboard immediately after boarding the train. The journey on a digital multi-ticket shall be activated before boarding the train. A digital single ticket shall be valid when boarding the train. The passenger must have the original ticket. A screenshot, picture or other copy of the ticket is not valid.

1.3 Ticket inspection

VR train staff may inspect tickets onboard the train. Passengers must present their tickets when requested. When changing trains, the ticket must also be presented upon request after the change. You must keep your ticket until you arrive at your destination.

If the passenger does not have a valid ticket on their person, they will be considered a ticketless passenger. A ticketless passenger may be removed from the train. VR train staff has the right to impose an inspection fee upon a passenger found to be travelling without an appropriate and valid ticket.

A passenger is also considered to be travelling without a ticket if the inspection reveals that the passenger has a ticket but is travelling with a discount ticket without a certificate proving their right to a discount.

Passengers travelling without a ticket on VR’s commuter trains are required to prove their identity to train personnel. The passenger undertakes to pay the inspection fee imposed by VR. The passenger who been imposed an inspection fee may continue their train trip by purchasing a full-price ticket. In other cases, the conductor has the right to remove a passenger from the train. The conductor has the right to remove a passenger from the train also if the passenger purchases a ticket during the ticket inspection but refuses to provide their personal data for the inspection fee. In this case, the ticket can be used in other train services where the ticket is valid.

An inspection fee may be imposed on passengers travelling without a ticket on VR’s long-distance trains. The passenger may continue their train trip by purchasing a full-price ticket. In other cases, the conductor has the right to remove a passenger from the train.

1.4 Discounts

Passengers must have a valid certificate proving their right to a discount with them for the entire journey.

When travelling on a discount ticket, the entitlement to a discount must be proven in ticket inspection in a manner determined by VR. Otherwise it is deemed that the ticket is not valid.

A discount cannot be obtained retroactively.

1.5. Payment Service Provider

The online payment services in vr.fi and the VR Matkalla app is provided by Paytrail. Paytrail Oyj (FI21228397) is a collecting payment service provider and an authorized Payment Institution working in cooperation with Finnish banks and credit institutions. Paytrail Oyj will be shown as the recipient on your bank or credit card statement. Paytrail Oyj will forward the payment to the merchant. For complaints, please contact the website the payment was made to.

Paytrail Oyj, business ID: FI21228397

Innova 2

Lutakonaukio 7

40100 Jyväskylä

www.paytrail.com

2.1 Luggage

The passenger may carry two pieces of luggage and a handbag, a backpack or a comparable piece of luggage. The passenger shall look after his or her hand luggage and is responsible for it. VR delivers lost property to the lost property office.

Hand luggage shall not inconvenience other passengers or rail traffic or cause damage to, for example, other passengers or luggage. If the passenger fails to adhere to the above, train personnel is authorized to refuse such pieces of luggage.

The passenger is liable for damage caused by his or her hand luggage in accordance with general liability provisions. The liability applies also to cases in which the hand luggage is placed so that the passenger cannot directly monitor it. VR is not liable for any damage caused by loss of or damage to hand luggage, unless the loss or damage is caused by VR’s or its personnel’s negligence or a circumstance referred to in the Rail Traffic Liability Act (5.2.1999/113).

Prams used by families with children and assistance devices used by passengers with reduced mobility can be transported free of charge onboard trains.

The Act on the Transport of Dangerous Goods and the Government Decree on the Transport of Dangerous Goods by Rail govern the transport of dangerous goods. Small amounts of dangerous goods may be carried as hand luggage in trains if the goods are packaged for retail trade and are intended for personal use or for sports and leisure time use and do not cause inconvenience or risk to other passengers or VR.

Firearms may be carried as hand luggage in trains as specified in the Firearms Act, that is, unloaded in a container.

Charging any vehicles or back-up power supplies on the train is strictly prohibited.

Bikes may be transported in designated spaces onboard trains with a luggage car or bike spaces. In InterCity trains and railcars, a space for the bike shall be reserved in advance. Bikes cannot be transported on Pendolino trains. More detailed information on transporting a bicycle can be found here.

Goods that require a lot of space can be transported as luggage in a separate luggage space on night trains. In this case, a luggage charge is collected. Bike trailers are transported empty and a bicycle fee is charged. Before the journey, customers shall make sure that the transport is possible. Passenger is responsible for the loading of the luggage into the train, its transfer when changing trains and its pick-up at the destination station. With regard to its size, weight and other properties, the luggage shall be of such type that it may be transported without causing danger, damage or unnecessary inconvenience.

2.2 Pets

Pets are allowed in designated seats or spaces. If a pet is transported in other than designated seat, the passenger shall protect the seat with a cover. Passenger may travel with pets (and guide, assistance and hearing dogs) in sleeping cabins only in a pet cabin booked entirely for the group. Pets other than dogs shall be transported in pet carriers.

On commuter trains, pets may be transported free of charge in pet cabins. In long-distance trains, a pet charge is collected for the transportation of pets. 

Passenger shall take care of his or her pet during the entire journey. Pets cannot travel alone. 

2.3 Children travelling alone

Children travelling alone by train are under the responsibility of their parents. The conductor does not have an obligation to look after children during the journey.

Before the journey, customers shall ensure the availability of the services for disabled passengers. VR offers assistance service on stations that have an assistance point. Information about these stations is available on accessible train travel webpage, in VR’s customer service and in station ticket offices. The assistance service shall be ordered no later than 24 hours before the train’s departure time indicated on the timetable. Assistance devices used by disabled passengers are transported free of charge onboard trains.

An assistant of a disabled passenger may travel free of charge with the disabled person. The assistant shall be capable of assisting the disabled passenger throughout the journey. The assistant shall be over 18 years old. Passenger in a wheelchair does not need any separate certificate for assistants. In other cases, the passenger shall be able to prove the right to an assistant travelling free of charge. In VR’s long-distance traffic, the tickets for the disabled passenger and the assistant shall be purchased at the same time. In VR’s commuter traffic, the person being assisted shall have a valid ticket for the journey. 

For passengers travelling with a guide, assistant or hearing dog, VR recommends service carriages for travelling in long-distance trains. In VR’s commuter traffic, guide, assistant or hearing dogs can be taken in any passenger cabin. On night trains, this is possible only in pet cabins booked entirely for the passenger’s use and accessible sleeping cabins. A separate charge is not collected for guide, assistance or hearing dogs. 

VR’s live train updates are recorded into a system maintained by the Finnish Transport Infrastructure Agency and compensations are based on information received from the system. 

When a train is delayed, compensation may be requested from VR. Rules related to delay compensation have been specified separately for long-distance traffic and commuter traffic. 

In addition, compensation for damage caused by delays not exceeding EUR 5,000 may be requested from VR under the Railway Transport Act.

4.1 VR’s long-distance traffic

4.1.1 Compensation or re-routing 

If a train service is cancelled or it is anticipated that arrival at the destination station indicated in the ticket will be over 60 minutes late, the passenger may

1. demand reimbursement of the ticket price for the journey not made and/or for the part or parts already made if the journey is no longer serving any purpose as well as for the potential return journey

2. continue their journey or be re-routed, under comparable transport conditions, to the final destination at the earliest opportunity

3. continue their journey or be re-routed, under comparable transport conditions, to the final destination at a later date.

In items 2 and 3, the passenger is entitled to delay compensation defined under section 4.1.2 However, in item 3, the passenger is not entitled to delay compensation for the delay of the original train service.

In case of a delay of 60 minutes or more, VR shall take all reasonable action to assist the passenger. As far as possible and having regard to the waiting time, this action will include the provision of refreshments and meals during the train journey. If necessary, alternative means of transport shall be organised for them.

If the journey cannot be expected to continue during the same day, VR provides reasonable accommodation, including necessary transport.

VR may also offer alternative transport (bus, taxi, etc.).

4.1.2 Compensation amount

If the passenger arrives at the destination indicated on the train ticket with a delay of 60 minutes or more, the passenger is entitled to receive 25% of the ticket price as compensation from VR. For delays of 120 minutes or more, the passenger is entitled to receive 50% of the ticket price as compensation. The compensation amount does not include fees related to additional services (e.g. surcharges related to seats, pets or bikes).

Possible delays in vehicle loading/unloading are not compensated.

Amounts under EUR 4 will not be paid. 

4.1.3 Delay certificate

Upon request, the onboard personnel of a delayed train will give the passenger a certificate regarding the delay to be attached to the compensation application. 

4.2 Compensation to season ticket holders in case of delays in VR’s commuter traffic 

VR’s commuter traffic’s punctuality and operations are monitored by calendar month.  

If VR’s commuter train services are cancelled or delayed by more than 10 minutes during a calendar month so that the trains that are cancelled and delayed by more than 10 minutes together constitute more than 10% of the month’s entire service offering, VR grants VR commuter traffic season ticket holders compensation as follows:

1. 14–30-day tickets: if even one day of the season ticket’s validity falls on the calendar month in which more than 10% of the month’s entire service offering is cancelled or delayed by more than 10 minutes, passengers is entitled to a 20% compensation of the 14–30-day ticket price.

2. 31–365-day tickets: if even one day of the season ticket’s validity falls on the calendar month in which more than 10% of the month’s entire service offering is cancelled or delayed by more than 10 minutes, passenger is entitled to a 20% compensation of the 30-day ticket price (delays during one calendar month, i.e. compensation is not paid for longer periods and compensation for delays during a calendar month are compensated only once).

4.3 Compensation for damage caused by delays

VR is liable to compensate passenger for damage caused by a train’s delay, cancellation or not stopping at a traffic point stated in the timetable, at the maximum EUR 5,000 per passenger. However, there is no liability to compensate for a delay that the passenger can reasonably be expected to have anticipated because of the nature of the transport, weather conditions, the time required for transferring to another transport mode or other conditions related to the transport.

To be relieved from liability to compensate, VR is required to prove that it has taken all reasonable measures to prevent the damage.

5.1 Personal injuries

In personal injuries, VR makes statutory advance payments to passengers or their dependants to cover immediate economic needs. The advance payments shall be proportional to the damage caused. VR is liable to the full amount of personal injury.

An amount of EUR 21,000 per passenger will be paid in advance in the case of death. In the case of injury, relevant and reasonable costs up to EUR 21,000 per passenger will be paid in advance.

Advance payments do not constitute recognition of liability and will be offset against any subsequent compensation paid. A demand may be made for the advance payment to be returned if the loss or damage was caused by the negligence or fault of the passenger or where the person who received the advance payment was not the person entitled to compensation.

Upon request, VR shall provide reasonable support for pursuing claims for injury-related compensation against third parties. This support may not conflict with VR’s own interests.

Compensation for personal injuries shall be requested from VR within three years of the moment when the injured party became or should have become aware of the injury. However, compensation shall be requested at the latest within ten years of the injury.

5.2 Loss and damage to property

Under the Rail Traffic Liability Act, VR is liable to the full amount for passenger’s clothes, luggage carried and animals that are damaged. 

If the passenger notices, when receiving luggage, any damage to or loss of luggage, the passenger shall inform VR of this when receiving the registered luggage. In other case, the customer shall submit the notification within a reasonable amount of time after receiving the luggage. 

The right to compensation is lost if the claim for damages is not submitted in writing to VR within a year or, if the damage has been caused intentionally or due to gross negligence by VR or a party that VR is responsible for, within three years.

Within a month, VR shall provide a response or inform the passenger of the date by which the response can be expected.

5.3 Compensation applications and the processing time

A compensation application form can be found at the vr.fi website. A compensation request can also be submitted at a ticket office or by calling our customer service number, after which the customer will be sent a printed compensation application form. 

Applications are processed as quickly as possible, as a rule at the latest within one (1) month of receiving the application.

VR pays compensation to a bank account or as vouchers. Vouchers may be used to purchase services sold by VR.

Rail passenger traffic is governed by the following legislation and regulations:

a. Regulation (EC) No 1371/2007 of the European Parliament and of the Council on rail passengers’ rights and obligations (Regulation on railways’ responsibilities) 

b. CIV Convention – COTIF (Convention concerning International Carriage by Rail) Appendix A (CIV) 

c. national legislation, when it can be applied or its application has been agreed on: for instance,

• Railway Transport Act (1119/2000)
  
• Rail Traffic Liability Act (113/1999)
  
• Act on Maintaining Order in Public Transport (472/1977)
  
• Public Transport Penalty Fare Act (469/1979)
  
• Act on the Transport of Dangerous Goods (719/1994)
  
• Government Decree on the Transport of Dangerous Goods by Rail (195/2002)
  
• Firearms Act (1/1998).
  

A consumer has the right to have a dispute concerning rail travel resolved by the Consumer Disputes Board. For further information, see kuluttajariita.fi, Opens in a new tab.

Valid from 22 June 2023.

What kind of vehicles can be transported in a car-carrier wagon?

Car-carrier wagons and ramps are designed for normal, factory-made cars.

The following can be transported in car-carrier wagons:

• Roadworthy cars, station wagons and vans. The customer is responsible for ensuring that the vehicle meets the requirements
  
• Trailers coupled to the abovementioned vehicles, which are dimensionally suitable to be transported in car-carrier wagons
  
• Motorcycles and other power-driven vehicles. The customer is responsible for ensuring that the vehicle meets the requirements.
  
• Electric or hybrid vehicles with a damaged electric vehicle battery must not be loaded on to a train.
  
• Charging an electric or hybrid vehicle is prohibited during the journey.
  

What can be carried in the vehicle during the journey?

It is strictly forbidden for the driver of the vehicle and passengers or pets to be inside the car or otherwise in the car-carrier wagon during the journey. Only the driver is allowed to enter the car-carrier wagon and must leave the wagon immediately after loading

In addition to the fixed equipment in the vehicle, passenger baggage may be left inside the car, on the roof rack, transport rack behind the vehicle, and the trailer during transportation.

• The roof load of the transported car may only consists of skis or suitcases or bags properly secured to the carrier or roof rack and protected from the effects of weather, loss and damage, within the dimensional limits specified below.
  
• Bikes can be transported in the transport rack behind the car properly secured and in accordance with the dimensions below
  
• Canoes or other large objects are not permitted on the roof of the car
  
• In car-carriers, the carriage of dangerous goods contained in ordinary articles and packed in small quantities for consumer use is permitted within the limits of the law.
  

Loading and unloading of cars

Loading and unloading a vehicle may be carried out by:

1) Vehicle loader reported by the customer

2) VR (when purchased with VR selected as loader)

Special remarks concerning loading and unloading of vehicles:

• The driver of the vehicle must load and unload the following vehicles:

  • Lower ground clearance cars
    
  • Motorcycles
    
  • Other motor vehicles
    
  • Car-trailer combinations
    
  • Cars with an alcohol interlock
    
  • The loading of a car whose width in relation to the ceiling height prevents normal entry and exit of the vehicle may be banned.
    

• If it has been agreed that VR will load the car at the time of the car space booking:

  • The car must be delivered to a designated parking space at the car-carrier station
    
  • The car must be at the loading point at the separately specified time in advance before the actual loading time starts. Cars arriving after the specified time will not be loaded
    
  • The car keys must be left at the departure station at the separately specified time and place in advance before the actual load time starts. Keys delivered after the specified time will not be picked up
    
  • In this case, VR loads the vehicle onto the train and delivers the car keys to the destination station. The keys can be picked up from the location indicated on the ticket by proving that you have the right to pick up the car.
    

Vehicle dimensional limitations in car-carrier wagons

There are two types of car-carrier wagons:

1) Fully covered car-carrier wagons

2) Partly covered and partly open car-carrier wagons

1) Fully covered car-carrier wagon (Gd car-carrier wagon)

• Height (including roof rack and load): not more than 1.84 m on the lower deck and 2.04 m on the upper deck
  
• Length: the maximum length of the car is 5.00 m, 10.00 m or 15.00 m, including load and protrusions, and the dimensions given in the reservation must no be exceeded
  
• Width: not more than 2.20 m, including load. Please note: the roofline of a car higher than 1.84 m can be up to 1.64 m wide
  
• Weight: not more than 3,000 kg and the axle or axle-group weight not more than 2,000 kg
  
• Rolling resistance: rolling resistance is attached to the tires and the height requirement is 15 cm in the front and back of the tires.
  

2) Partly covered car-carrier wagon (Gfot car-carrierwagon)

• Height (including roof rack and load): not more than 1.65 m on the lower deck and 2.05 m, 2.30 m or 2.60 m on the upper deck
  
• Length: the maximum length of the car is 5.00 m, 10.00 m or 15.00 m, including load and protrusions, and the dimensions given in the reservation must not exceeded
  
• Width: not more than 2.20 m, including load
  
• Weight: not more than 2,500 kg and the axle or axle-group weight not more than 1,400 kg
  
• Rolling resistance: rolling resistance is attached to the tires and the height requirement is 15 cm in the front and back of the tires.
  

Caravans in partly covered car-carrier wagons:

• Caravan height: not more than 2.60 m (including antennas and other parts rising above the roof)
  
• Caravan length: maximum 7.50 m, including towbar
  
• Caravan width: not more than 2.20m
  
• Caravan weight: not more than 1,400 kg.
  

Freight-carrying trailers in partly covered car-carrier wagons:

• Trailer height: not more than 1.60 m (including antennas and other parts rising above the roof)
  
• Trailer length: maximum 5.00 m, including towbar
  
• Trailer width: not more than 2.20 m
  
• Trailer weight: not more than 1,400 kg.
  

Responsibilities

Liabilities of the railway undertaking (VR)

• VR is responsible for the transport of the car when the customer loads the car onto the car-carrier wagon
  
• VR is responsible for the transport of the car, and the car during loading and unloading when VR loads and unloads the car onto/from the car-carrier wagon
  
• VR is responsible for the safe storage of the driver’s keys during the journey
  
• VR's liability for the car ends when the car is unloaded at an appropriate storage location
  
• VR is responsible for ensuring that the car-carrier wagon has sufficient space needed for the car
  
• VR is not responsible if the car cannot be loaded due to a reason beyond VR's control (for example, if the car does not start or there is something else wrong with the car)
  
• VR is not responsible for the functionality of the power supply for the entire duration of the journey
  
• VR is responsible for the wagon ventilation during loading and unloading
  
• The motorcycle driver attaches the bike or other power-driven vehicle and VR confirms the mount.
  

Responsibilities of the driver of the vehicle

• The driver of the vehicle is responsible for providing the correct weight and dimension information when placing the order. If the weight and dimension details provided by the driver differ from the actual weight and dimensions of the vehicle, VR is not obligated to carry the vehicle.
  
• When making the reservation, the customer must report, in addition to the weight and dimensions of the car, any roof box or roof load as well as other baggage, trailer and technical accessories transported outside the car
  
• The driver of the vehicle is responsible for the storage of the car in the parking space at the station
  
• For safety reasons, VR has the right to inspect the cargo load of a transportable van or an enclosed trailer, if necessary
  
• The car must be at the loading point no later than the time specified by VR. Cars arriving after the loading time will not be loaded
  
• When the driver of the vehicle drives the car onto the car-carrier wagon and out of the wagon at the destination station, the driver of the vehicle is responsible for loading and unloading of the vehicle
  
• When VR drives the vehicle onto the wagon and out of the car-carrier wagon, VR is responsible for loading and unloading of the vehicle
  
• At the destination station of the vehicle, the driver must check whether there has been any damage to the vehicle being transported or to its external equipment during transport
  
• VR has the right to take pictures of possible damage, if necessary
  
• If the driver of the vehicle suspects damage during transport, VR personnel must be informed immediately before leaving the unloading site
  
• The driver of the vehicle is responsible for securing the boxes and goods on the roof racks and carriers and for any damage they may cause
  
• VR is not responsible for any loss or damage caused to goods or property of third parties due to poor fastening or packaging during transport
  
• The motorcycle driver attaches the bike or other power-driven vehicle and VR confirms the mount
  
• The use of Webasto in a car-carrier wagon is permitted
  
• The use of an engine heater in a car-carrier wagon is permitted
  
• Charging an electric car in a car-carrier wagon is not permitted
  
• The driver of the vehicle locks the vehicle and closes the fresh air fan during transport
  
• The driver of the vehicle is responsible for using the auxiliary power and for starting the vehicle with the auxiliary power
  
• At the destination station, the driver of the vehicle must proceed to the place of unloading without delay. If the driver of the vehicle does not arrive at the place of unloading without delay, they will bear the costs of moving the vehicle and any other costs incurred as a result of their delay
  
• If the car is loaded in the outdoor area of the car-carrier wagon during the winter, the customer must check that there is no snow or ice in the engine compartment before starting the engine. If the customer fails to act in accordance with the above, VR will not cover any damage caused by snow or ice to the vehicle's engine at start-up.