Make a complaint: Rights of rail passengers with disabilities or reduced mobility

If your rights have not been respected in connection with a rail journey, make a complaint to the railway undertaking. 

The complaint shall be submitted within three months of the incident that it concerns.

As a rule, the railway undertaking must give you a reply within one month. In justified cases, the deadline may be extended to three months.

If you are unsatisfied with the response you get to your complaint, you can contact the authority overseeing passenger rights. Make sure you complain to the right authority.

You must send your complaint to the relevant authority in the country where the incident took place. 

If the incident took place in Finland, you can send your complaint to Traficom.

Complaints to authorities in other countries should be written in English or in the official language of the EU country in question. 

Contact information of competent authorities in other EU countries. (External link)

You can submit your complaint to Traficom by email or a free-form letter. 

Please attach to the complaint your correspondence with the railway undertaking. Include a copy of your ticket and any other documents you consider relevant.

Send your complaint to kirjaamo@traficom.fi. (External link)

If your message contains confidential, secret or otherwise sensitive content or a personal identity code, please use Traficom’s secure email. Instructions for sending secure email to Traficom. (External link)

If you are unable to send the complaint by email, you can send it to Traficom by post: Finnish Transport and Communications Agency Traficom, PO Box 320, FI-00059 TRAFICOM, Finland.

Traficom provides advice, assesses the matter and has competence to issue recommendations concerning passenger complaints.