Bus and coach passenger rights

If your bus or coach service is cancelled or delayed by more than two hours, you can choose re-routing or cancel the journey and be reimbursed for the ticket price. If you have not been offered this choice, you can also demand compensation for 50% of the ticket price.

In the event of a problem, complain to the carrier operating the service within three (3) months. You can submit your complaint on the company website.

Learn about your rights in different situations

Your right to compensation applies to regular bus and coach services in the EU, if the distance of the service is at least 250 km. The EU regulation concerning the rights of passengers in bus and coach transport also applies to services between Finland and Norway.

The right does not apply to charter services.

Regulation (EU) No 181/2011 of the European Parliament and of the Council concerning the rights of passengers in bus and coach transport will be applied to regular services between Finland and Russia as of 1 March 2021.

If the carrier's response is unsatisfactory, contact the authority overseeing passenger rights. Make sure you contact the right authority.

If you were travelling in another EU country, send your complaint to the relevant authority in the country where the incident took place. Contact information of competent authorities in other EU countries (External link) (External link).

Authorities in Finland

In Finland, the relevant authority depends on whether you were travelling as a consumer or as a business traveller.

Consumer

You are considered a consumer if you travel for leisure and pay for your own flights. Please contact the Consumer Advisory Service (External link) (External link). Consumer complaints are resolved by the Consumer Disputes Board.

Business traveller

You are considered a business traveller if you travel for work and your employer pays your flights. Business travellers may contact Traficom. Please note, however, that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers.

How to make a complaint

In the event of a problem, always first contact the carrier operating the service. You must lodge your complaint within three months.

Within one month of receiving your complaint, the carrier must inform you of whether your complaint has been substantiated, rejected or is still being considered.

The carrier must give you a final reply within three months of receiving your complaint.

If the carrier's response is unsatisfactory, contact the authority overseeing passenger rights. Make sure you complain to the right authority.

In Finland, the relevant authority depends on whether you are a consumer or a business traveller.

According to law, you are a consumer if you were travelling for leisure and paid for the journey yourself. Please contact the Consumer Advisory Service (External link). Consumer complaints are resolved by the Consumer Disputes Board.

Business travellers can contact Traficom by e-mail. Attach your correspondence with the carrier, a copy of your ticket, and any other relevant documents.

Please note that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers.

Send information of the incident to kirjaamo@traficom.fi .

If your message contains personal information, you can send it as a secure message. Instructions for sending secure email to Traficom. (External link)

If you cannot send the documents by e-mail, you can send them to Traficom by post: Finnish Transport and Communications Agency Traficom, PO Box 320, 00059 TRAFICOM, Finland.

Traficom enforces bus and coach passengers' rights in general level and may give you advice.

Please note that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers.

With enforcement measures, Traficom ensures that your rights are fulfilled and that the carriers comply with their obligations.

Regulation (EU) No 181/2011 concerning the rights of passengers in bus and coach transport (External link)