On track

On the long-distance trains, the conductor will announce on the train how to proceed with the transfer connections. The conductor is there to help you and you can always ask them for more information.

If you are travelling on a commuter train and there isn't a conductor, you can call our customer care (0100 3232 (0,06 €/min 0,06 €/min + lnc/mcc, Mon-Fri 5 am – 10 pm and Sat-Sun 7 am - 10 pm)).

You can take the next train to your destination and your original ticket will be valid. If you wish, you can contact our customer service by phone to get a free train ticket with own seat for the next train.

If the next train connection is not available, your connection can also be arranged on a case-by-case basis by bus or taxi, in which case you will receive more information from the conductor.

You can claim compensation if your long-distance train is delayed at least 60 minutes compared to the arrival time on your ticket.

If the train is at least one hour late, we will refund 25% of the ticket price, and if the train is at least two hours late, we will refund you 50% of the ticket price. The compensated amounts are based on the EU regulation on rail passengers’ rights and obligations.

You can fill out the delay compensation form here: , Opens in a new tabhttps://www.vr.fi/en/compensation-for-delay, Opens in a new tab. If you incurred any other expenses, you can fill out this form: https://www.vr.fi/en/claim-for-compensation, Opens in a new tab

Check our VR Matkalla app for up-to-date train journey data.

We do our best every day to ensure that our trains run on schedule and passengers reach their destinations on schedule.

The punctuality of a train is affected by, for example, other trains, rail infrastructure (Finnish Transport Infrastructure Agency) as well as rolling stock and weather conditions. Train delays are constantly analysed and repeated defects are eliminated.

If you have a long-distance traffic ticket, you can travel to your destination with your original ticket on the next train. If you wish, you can contact our customer service by telephone to receive a free train ticket with a seat for the next long-distance train.

If you have a commuter train ticket, you can take the next commuter train to your destination and your original ticket will be valid.

You can sit in any available seat. If necessary, the conductor will help you find a seat.

If your train service has been cancelled, you can:

1. Apply for a refund of the ticket price for a journey not made and for a potential return journey

2. Continue your journey as soon as possible with similar conditions after we have re-routed you

3. You can change your ticket's departure date and time at no extra cost. The same travel terms and conditions will apply to the new journey as to the original journey.

You can make the change through our customer service by phone (tel. 0100 3232, price EUR 0.06/min + local network charge/mobile call charge, waiting on hold is subject to a charge). If you wish, you can also make the change yourself on the Vr.fi website or in the VR Matkalla app, in which case you will initially be charged a change fee, but we will refund it to you afterwards. If you incurred expenses when you changed the ticket, you can fill out the compensation form.

Under point 2, you are entitled to delay compensation. If you have changed your ticket in accordance with point 3, you will not be entitled to delay compensation of the original train service. You can apply for delay compensation here: https://www.vr.fi/en/compensation-for-delay, Opens in a new tab

If you incurred any other expenses, you can fill out this form: https://www.vr.fi/en/claim-for-compensation, Opens in a new tab

Instead of a train, you can reach your destination by bus arranged by VR. The bus stops may be different from the train stops.

Please note that the travel time of the bus is longer than that of the train.

Usually, buses depart from the front of the railway station. Please follow our traffic bulletin for more details.

Unfortunately, the replacement buses do not have a safety seat and the seat belts on the buses may not be suitable for securing the safety seats.

If you are travelling with a child under 3 years of age, you can also travel on the next train with your original ticket.

Alternatively, we can arrange a taxi transfer for you. Please note that getting a taxi with a safety seat may take time. If you want a taxi transfer, please contact the conductor or our customer service: Tel. 0100 3232 (cost 0,06 €/min + lnc/mcc), queuing is charged.

Unfortunately, replacement buses do not have accessible travel services. If the bus replacement is unexpected and you have reserved a wheelchair space, we will arrange an accessible taxi for you. You can contact our free accessible travel service by calling 0800 188 822, and we will help you!

You can also transport your luggage in the ground transportation, but please note that there is limited space for transporting luggage on buses.

You cannot use your multi-ticket to book a journey for a train that is sold out. If you want to travel on a sold-out train, you can buy a new train ticket without a seat from the conductor on the train.

You can cancel a long-distance traffic journey that you have booked using a multi-ticket 30 minutes before the scheduled departure time. You can cancel with the VR Matkalla app or in our VR.fi online shop.

If you have less than 30 minutes before departure, you can fill out this form: https://www.vr.fi/en/claim-for-compensation, Opens in a new tab

You can sit in any available seat. If necessary, the conductor will help you find a new seat.