First contact the railway company
In the event of a problem, always first contact the railway company. You must lodge your complaint within three (3) months.
If your domestic long-distance train in Finland is delayed by at least 60 minutes, you may have a right to care and compensation for the ticket price. You may also choose reimbursement of the ticket price or re-routing.
Always contact the railway company first
In the event of a problem, always contact the railway company first. Make your complaint as soon as possible, but in any case within three (3) months of the incident. You can submit your complaint on the company website.
Learn more about your rights in different situations
Please note that rail passengers’ rights only partially apply to commuter rail services.
Rail passengers’ rights do not apply to rail services between Finland and Russia.
Read more about the exemptions to the application of the rail passenger rights in Finland below.
CHOOSE THE CORRECT AUTHORITY
If you are not satisfied with the railway company's response, contact the authority overseeing passenger rights. Make sure you contact the right authority.
If you were travelling in another EU country, contact the relevant authority in the country where the incident took place. Contact information of competent authorities in other EU countries (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) (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
Await a response from the railway company
The railway company shall give its reply or indicate a later date for the reply within one (1) month after receiving the complaint. The final answer must be given within no more than three (3) months after receiving the complaint.
Choose the correct authority
If you are not satisfied with the response you get from the railway company, you can contact the authority overseeing passenger rights. Make sure you contact the right authority.
In Finland, the relevant authority depends on whether you were travelling as a consumer or as a business traveller.
You are considered a consumer if you travel for leisure and pay for your own journey. Please contact the Consumer Advisory Service (External link). Consumer complaints are resolved by the Consumer Disputes Board.
Business travellers may contact Traficom
Business travellers can contact Traficom by email. Include your correspondence with the railway company, a copy of your ticket and any other documents you consider relevant.
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 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, FI-00059 TRAFICOM, Finland.
If your message contains confidential, secret or otherwise sensitive content or a personal identity code, please use Traficom’s secure email.
Traficom can give you advice
Traficom enforces rail 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 transport operators comply with their obligations.
EU REGULATION ON RAIL PASSENGER RIGHTS
Regulation (EU) 2021/782 of the European parliament and of the Council shall apply from 7 June 2023. However, article 6(4) shall apply 7 June 2025.