Make a complaint: Rights of bus and coach passengers with disabilities or reduced mobility

If your rights have not been respected in connection with a bus or coach journey, make a complaint either to the carrier or the body managing the designated terminal that provided assistance. Submit your complaint to the party responsible. 

If your complaint concerns assistance at the bus or coach terminal, contact the designated terminal. If the problem concerns an event on board the vehicle during the journey, contact the carrier. 

You must make your complaint within three months. 

The terminal managing body or carrier must let you know within one month of receiving your complaint whether your complaint has been substantiated, rejected or is still being considered. The final reply must be given within 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. 

The rights apply to regular service across the EU. 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 terminal managing body or the carrier. Include a copy of your ticket and any other documents you consider relevant.

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

If your complaint contains personal information, you can send it as a secure message. 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 has competence to issue recommendations concerning passenger complaints.