Rail passenger rights

In the event of a problem, always first contact the railway company. You must lodge your complaint within three (3) months.  

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.

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 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 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.