Rights of coach and bus passengers

This statement is based on the EU Regulation on the rights of passengers in bus and coach transport. This regulation applies to passengers using regular services over a scheduled distance of at least 250 km. The regulation applies to chartered services only to a limited extent.

Passenger must be given a ticket or other travel document. The ticket can be issued in electronic form.

The terms and prices of transport must be offered to the public without any direct or indirect discrimination based on the nationality of the customer.

Cancellation or delay of journey

If services departing from a terminal are cancelled or delayed for more than 2 hours

The passenger is immediately offered continuation or re-routing of the journey at no additional cost allowing arrival at the final destination, as set out in the transport contract, at the earliest opportunity.

OR

Reimbursement of the ticket price and, where relevant, a return service by bus or coach free of charge to the first point of departure, as set out in the transport contract, at the earliest opportunity.

If the passenger is not offered this choice, they are entitled to compensation amounting to 50% of the ticket price, in addition to the reimbursement of the ticket price.

In the event of cancellation or delay in departure of a regular service, passengers are informed of the situation as soon as possible, and in any event no later than 30 minutes after the scheduled departure time, and of the estimated departure time as soon as this information is available.

If a journey of a scheduled duration of more than 3 hours is cancelled or delayed by more than 90 minutes

The passenger is offered snacks and refreshments in reasonable relation to the waiting time or delay, provided they are available on the bus or in the terminal, or can reasonably be supplied.

Rights of passengers in the event of accidents

Passengers are, in accordance with applicable national law, entitled to compensation for death or personal injury, as well as loss of or damage to luggage due to accidents arising out of the use of the bus or coach. Passengers are also entitled to assistance with regard to their immediate practical needs following an accident including, where necessary, first aid, accommodation, food, clothes and transport.

Special rights of disabled persons and persons with reduced mobility

Disabled persons and persons with reduced mobility are entitled to transportation at no additional cost despite their disability or reduced mobility. A disabled person is entitled to assistance at designated terminals. For more information, see Assisting persons with reduced mobility.

Contact information for inquiries on the above:
Oy Matkahuolto Ab
Customer Service Centre

If the passenger feels that a matter of refund or compensation does not proceed as it should, they may refer their claim to the Consumer Disputes Board.

The Consumer Disputes Board
Box 306
FI-00531 Helsinki, Finland
Tel. +358 (0)10 366 5200
Email: kril@oikeus.fi

The authorities supervising bus and coach traffic in Finland with regard to compliance with this decree are the Finnish Consumer Agency and the Finnish Transport Safety Agency.

The Finnish Competition and Consumer Authority
Box 5
FI-00531 Helsinki, Finland
Tel. +358 (0)29 505 3000
Email: kirjaamo@kkv.fi

Finnish Transport and Communications Agency Traficom
Box 320
FI-00059 Traficom
Tel. +358 (0)29 534 5000
Email: kirjaamo@traficom.fi