1: First contact the railway company
If your domestic long-distance train is delayed by more than an hour, always first contact the railway company. Lodge a complaint on the company website at the earliest opportunity.
Business traveller: make a complaint about a delayed or cancelled train journey
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. This page includes advice on how to make a complaint and send it to the relevant authority.
CHOOSE THE CORRECT AUTHORITY
In Finland, passenger complaints are handled by two authorities. 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.
You are considered a business traveller if you travel e.g. for work and your employer or a corresponding body pays for your journey. In this case, please contact Traficom.
In the event of a problem, always contact the railway undertaking first.
Make a complaint e.g. on the website of the railway undertaking as soon as possible, but in any case within three (3) months of the incident at the latest.In the event of a problem, complain to the railway company as soon as possible. You can submit your complaint on the company website.
Before making a complaint, learn more about your rights in different situations
Please note that Traficom only handles complaints about delays and cancellations in domestic long-distance passenger rail services and commuter rail services. However, the rail passengers’ rights only partially apply to commuter rail services.
The regulation on rail passengers’ rights does not apply to rail services between Finland and Russia.
Read more: Exceptions concerning certain commuter rail routes, trains to Russia and rail services offered for historic use.
How to make a complaint
2: Wait for a response from the railway undertaking
Within one month of receiving the complaint, the railway undertaking must either give a reasoned reply or, in justified cases, inform the passenger that they will receive a reply within a period of less than three months from the date of receipt of the complaint.
Details of the complaint-handling procedure must be accessible to the public, including to persons with disabilities and to persons with reduced mobility. This information must be available upon request at least in the official language or languages of the Member State in which the railway undertaking is operating.
3: Choose the correct authority
If you are unsatisfied with the response you get to your complaint from the railway undertaking, you can contact the authority overseeing passenger rights. Make sure you complain to the right authority.
In Finland, passenger complaints are handled by two authorities. The relevant authority depends on whether you were travelling as a consumer or as a business traveller.
As a general rule, 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.
4: Traficom handles complaints from business travellers
Business travellers can send their complaints to Traficom by email. Send your complaint to kirjaamo@traficom.fi
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.
Include your correspondence with the railway undertaking, a copy of your ticket and any other documents you consider relevant.
If your message contains confidential, secret or otherwise sensitive content or a personal identity code, please use Traficom’s secure email.
5: Traficom provides advice and may issue a recommendation
Traficom provides advice, assesses the matter and has competence to issue recommendations concerning business traveller complaints.
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.