Customer Service

How can I buy tickets?

Buying tickets with VR is very simple, and it can be done in several ways: online through VR’s website, using the mobile application, from ticket machines at stations or directly from ticket offices.

Can I change or cancel my ticket?

Yes, VR allows ticket changes and cancellations, but policies may vary depending on the type of ticket you purchased. It is recommended to check the special conditions at the time of purchase.

• You can call our customer service at 0100 3232 (price €0.06/min + mpm/day) or change your ticket at our service point at Helsinki or Tampere railway stations.
• If you want to cancel a single long-distance ticket with VR and receive a refund, you need the cancellation insurance purchased at the time of ticket purchase. You can cancel at vr.fi, in the VR Matkalla app or cancellation form. Without insurance, no refund is given. See more information about cancellation terms.

Where can I check train schedules?

Train schedules are available from VR’s website in PDF format and from the VR mobile application. You can search for specific schedules by entering your departure and destination stations as well as the date and time of your trip.

How do I get information about transport fees?

Prices vary depending on the type of train, traffic class and how far in advance the ticket was purchased. You can check prices on VR’s website, where you will also find special offers and discounts.

How much luggage can I bring?

The amount of luggage varies depending on the type of train and the ticket purchased. Generally, you can bring one medium-sized suitcase and one personal item at no extra charge. Additional or oversized luggage may incur additional charges, see more information here.

What do I do if I miss the train?

If you miss your train, it is important to contact VR as soon as possible. Depending on the situation and ticket type, they can offer you options, such as changing your ticket to the next available train.

How can I use the train services?

VR trains have several comfort-enhancing services, such as free Wi-Fi, power outlets for charging electronic devices, and cafes or restaurant cars on some long-distance trains.

Where and how can I inquire about lost items on VR trains and stations?

Finland’s Lost Property Service handles lost property on VR trains and stations. These items are sent to Vantaa. Inquiries at number 0600 41 006. In addition, items lost on trains in the HSL area are delivered to HSL’s lost and found office. Finally, for items lost on replacement buses, contact the operators through customer service at number 0600 41 900 (€2/call handled + date/mpm).

Where can I apply for compensation?

If you want to apply for compensation for a long-distance train delay, local train delay or cancellation, additional costs incurred during the trip, changing a long-distance train seat or problems related to ticket purchase, you will find detailed information and the necessary forms on the More information about compensation page. Depending on your situation, select the appropriate form so you can start the compensation process.

How can the companion’s seat be changed?

VR’s system randomly determines the companion’s seat when purchasing a ticket. If the ticket was purchased from the vr.fi website or the VR Matkalla application, the companion can change the seat for free by logging into their account. For tickets purchased at R-kioski, it can be changed by calling the accessible travel service number (0800 188 822, toll-free).

Are pets allowed on trains?

Yes, VR allows pets on trains, but it is important to follow certain rules and pay an additional fee. Pets must travel in designated areas, and dogs must be kept on a leash and muzzle.