Finnish railway operator VR found in violation of passenger rights during cancellations

The Finnish Competition and Consumer Authority has stated that VR, the Finnish railway operator, violated passenger rights during cancellations caused by a political strike and rail disruptions on February 12-13. All long-distance train services were canceled, and VR charged customers for fare differences when they attempted to rebook their trips, despite this being expected to be a free service. Passengers were inadequately informed about their rights to change their tickets without additional costs.

Customers who contacted customer service were not offered the option of a free re-routing; instead, they received only a refund for the ticket price. As a result, they had to purchase new tickets and bear the fare difference between the original ticket and the new one, which could be higher due to VR’s pricing policies.

Under EU railway regulations, when long-distance trains are canceled or delayed by at least 60 minutes, passengers are entitled to choose between a refund or re-routing at no extra cost, regardless of the cancellation reason. Passengers should be informed of their rights to choose free re-routing as soon as a delay of over an hour is confirmed. Consumer Ombudsman Katri Väänänen emphasized that passengers should be able to opt for re-routing, even if it means higher fares for new tickets, rather than being given only automatic refunds.

The Consumer Ombudsman concluded that VR acted contrary to the EU railway liability regulation and consumer protection laws. VR has committed to revising its practices and will compensate affected passengers for their financial losses.