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

This page explains how to make a complaint if your rights have been violated when travelling by train.

How to make a complaint

1: First contact the railway undertaking

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

Submit your complaint as soon as possible.

2: Wait for a response

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.

3: Choose the correct authority

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. 

4: Incident took place in Finland

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

6: How to submit a complaint to Traficom

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 (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.

7: Traficom may issue a recommendation

Traficom has competence to issue recommendations concerning passenger complaints.