Rights of bus and coach passengers with disabilities or reduced mobility
If your mobility is reduced for example as a result of old age or disability, you are entitled to assistance free of charge at bus and coach terminals that have been designated to provide such assistance. Some assistance is also available on board vehicles. The best way to ensure you will get the help you need is to inform the carrier or operator of your needs in advance. Learn more about special assistance and your rights in different situations.
Special assistance is always free of charge. The purpose of assistance is to make travelling easier and guarantee everyone equal rights to travel.
Who is entitled to assistance?
Different disabilities may make it difficult to use transport services. Not every disability is visible to the eye.
ASSISTANCE IS PROVIDED TO PERSONS WITH PERMANENTLY OR TEMPORARILY REDUCED MOBILITY
Assistance can be provided, for example, to elderly passengers, persons using a wheelchair or persons with hearing or visual impairments.
Assistance is also provided to disabled persons and, for example, persons with autism spectrum disorders or memory disorders.
What kind of assistance can I get on bus and coach journeys?
The right to assistance applies to regular bus and coach service if the distance is at least 250 km. The right to assistance does not apply to charter services.
The rights apply in the EU. The EU regulation concerning the rights of passengers in bus and coach transport also applies to services between Finland and Norway.
Regulation (EU) No 181/2011 of the European Parliament and of the Council concerning the rights of passengers in bus and coach transport will be applied to regular services between Finland and Russia as of 1 March 2021.
Terminals providing special assistance
You are entitled to assistance free of charge at designated bus and coach terminals.
THERE IS 1 DESIGNATED TERMINAL IN FINLAND
- Helsinki Bus Station (Kamppi Shopping Centre, long-distance coach terminal)
Notify your need for assistance in advance
We recommend that you bring up your need for assistance already when you book your journey. That way you can ensure you get the help you need.
Inform the carrier, body managing the terminal providing assistance, travel agent or tour operator of your need for assistance. You can provide the details of your special needs in the booking system. Sometimes you may need to give the information by telephone or by filling in a separate online form, for example.
NOTIFY YOUR NEED FOR ASSISTANCE AT THE LATEST 36 HOURS BEFORE THE JOURNEY
Notify your need for assistance when you book your journey or at the latest 36 hours before the journey.
If you have not made an advance notification of your need for assistance, efforts will be made to ensure you can travel on the service. However, it may be that not all your requests can be fulfilled.
No extra fees can be charged for notifying the need for assistance.
Assess your real need for assistance
No medical certificate or other document is required to receive assistance. You must assess the type of assistance you will need for the journey. When you notify your need for assistance, please be as specific as possible.
How to request special assistance
Notify your need for assistance in advance
Notify your need for assistance when you book your journey or at the latest 36 hours before the journey.
Tell what assistive devices you need
Remember to mention the mobility equipment you need, such as a wheelchair or assistance dog.
Request confirmation of the assistance
Request written confirmation of the assistance.
Contact an assistant at a designated terminal
Contact an assistant via an assistance call point by the time determined.
Your rights in different situations
MAKE A COMPLAINT: RIGHTS OF BUS AND COACH PASSENGERS WITH DISABILITIES OR REDUCED MOBILITY
If your rights have not been respected when travelling by bus or coach, you can make a complaint. In the event of a problem, always first contact the carrier or terminal managing body.
If necessary, you can also contact the authority overseeing passenger rights. In Finland, the rights of disabled persons and persons with reduced mobility in bus and coach transport are supervised by Traficom.