Bus and coach services

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1Begin

2Service

3 Part of a travel package?

4Complaint?

5Information

6Journey?

7What is your claim?

8Filing a complaint on a travel package

9Defects of the travel package

10Information

11What is your claim?

12Compensation for damages?

13Claim for damages

14Claim for damages

15Description

16Complainant

17Check

18Summary

The application helps you draw up a written complaint that you can send to the trader.

A few points about the process:

Progress: The Complaint Assistant will first ask you for information that can be useful in resolving your issue. You will be asked to provide your own description of the issue and your contact details at the end of the process. The end product will be a complaint letter, which you can then send to the trader.
Click on the Information button (i) for general information about your rights in these kinds of situations. If you want to learn more about your rights before filing a complaint, there are instructions and information about consumer rights on our website (opens link in new tab).

Information about the case

Hidden

Service and counterparty

Service

Brand

Information about the counterparty

Counterparty

Type into the field the company, invoicer, credit card company, operator or sales branch to which you wish to address the complaint.

Place of purchase

Was your bus or coach journey part of a package tour?

Oliko linja-automatkasi osa matkapakettia?*

Yes

What does your complaint concern?

Hidden

Complaint about the deficiencies of a bus or coach journey

What does your complaint concern?

Journey delayed

Journey cancelled

Journey failed to meet expectations

Bus or coach overbooked

Enter information related to the matter in question

Fill in the necessary items.

Hidden

Bus or coach information

Travel destination

Point of departure

Order number or other customer number

Voyage price €

Voyage starting

DD dot MM dot YYYY

Voyage ending

DD dot MM dot YYYY

Payment method

If you have paid by credit card, you can also reclaim the payment from the credit card company in addition to the service provider in situations where, for example, the company does not provide the service or the service has a defect under the seller’s responsibility that the company refuses to refund. The credit card provider is not liable to return any sum greater than that originally paid to the The credit card provider.

If you paid with a debit card, you may also demand compensation from the card company if the card company’s terms and conditions specify this.

If you charged a purchase to your phone bill and you encounter a problem, you can request a refund from the seller but also from your operator. You can to turn to your operator for financial compensation for example in the following cases: the company does not deliver the purchased goods or services, the purchase has been invoiced incorrectly, the goods or service have a defect for which the seller is liable and which the company does not agree to refund. The operator is not liable to return any sum greater than that originally paid to the operator for the service.

This is a question of a seasonal ticket

Was the scheduled distance at least 250 km or less than 250 km?

Oliko kyseessä vähintään 250 km pituinen reitti vai alle 250 km pituinen reitti?

At least 250 km

The distance (or journey) refers to the scheduled journey made by the bus or coach, e.g. Helsinki-Jyväskylä-Oulu.

If the scheduled journey is at least 250 km, EU regulation (181/2011) concerning the rights of passengers in bus and coach transport shall apply, even if the distance purchased or travelled on a bus or coach is less than 250 km.

These rights do not apply to chartered bus transport included in a package tour or bus or coach traffic to Russia.

Less than 250 km

What is your claim?

Hidden

Claim for bus or coach journey deficiencies

Mitä vaadit : vähintään 250km reitit

(journeys of at least 250 km)

I demand a price reduction

If the service fails to deliver what was promised, you may demand a price reduction from the bus or coach line that is commensurate with the service deficiency.

Reimbursement for the price of the ticket

You may demand a refund on the price of the ticket in cases where:

the bus or coach line fails to make a scheduled journey for which the ticket was purchased
the departure from a terminal or stop is delayed more than 2 hours or the bus or coach is overbooked.

You can demand refund of each cancelled leg of the journey and an already completed leg of the journey, if it carries no benefit for the original travel plan.

In case of travel passes or season tickets the reimbursement shall be equal to its proportional part of the full cost of the pass or ticket.

I demand a free return journey

In addition, you are entitled to ask for a free return journey, as soon as possible, to the point of departure shown in your ticket in cases where:

the bus or coach line fails to make a scheduled journey for which the ticket was purchased
the departure from a terminal or stop is delayed more than 2 hours
the bus or coach is overbooked.

In case of travel passes or season tickets the reimbursement shall be equal to its proportional part of the full cost of the pass or ticket.

I demand re-routing of the journey

If a long-distance journey is at least 250 km and the departure is delayed more than 2 hours or the bus or coach is overbooked, you may choose one of the following alternatives:

A refund of the ticket price and, if necessary, a return journey free of charge to the first departure point of the bus or coach, such as in cases where the purpose of the journey is unfulfilled due to the delay
Re-routing to the original destination under equivalent terms as soon as possible and without any additional charges.

If the company does not offer you the possibility to choose, you are entitled, in addition to the reimbursement of the price of the ticket, to a compensation that is 50% of the price of the ticket.

50 % off the price of the ticket

In addition to a refund of the ticket price, you may also demand 50% of the ticket price in compensation if the bus or coach line fails to offer you the opportunity to choose one of the following alternatives in the event that a long-distance bus or coach journey of at least 250 km is cancelled or delayed more than 2 hours:

a) A refund of the ticket price and, if necessary, a return journey free of charge to the first departure point of the bus or coach, such as in cases where the purpose of the journey is unfulfilled due to the delay

2) Re-routing to the original destination under equivalent terms as soon as possible and without any additional charges.

Mitä vaadit : alle 250km reitit

(journeys of less than 250 km)

I demand a price reduction

If your journey is delayed or cancelled or the service fails to deliver what was promised, you are entitled to claim compensation from the bus or coach line in, for example, the following cases:

When a bus service is delayed significantly, you may request a ticket price reduction that is proportional to the deficiency in the service.

Reimbursement for the price of the ticket

You may claim a refund on the price of a ticket if the bus or coach line fails to provide the bus or coach service for which it was purchased.

Refunds for unused tickets printed on paper or loaded onto a travel card are subject to the terms and conditions of the bus or coach company in question.

As the travel conditions of bus or coach lines vary, always first find out to what you are entitled.

The amount of discount €

Filing a complaint on a travel package

The tour operator is responsible for the entire travel package, for example the services included in the trip, such as transport and accommodation. Liability cannot be transferred to subcontractors, such as transport providers or hotels.

On the tour: File a complaint about any tour deficiencies you notice as soon as possible. If you only file a complaint after the tour about a deficiency that could have already been rectified during the tour, there is usually no right to a discount or other compensation.
After the tour: If the defect was not rectified, or if it was not possible to rectify the defect, you can file a complaint to the tour operator after the tour.

Click “Next” to continue filing a complaint about a travel package.

Bankruptcy of the travel agency: You can find instructions on what to do in case the travel agency goes bankrupt on the website of the Finnish Competition and Consumer Authority.

Defects of the travel package

In my opinion, the travel package has a defect, for which the tour operator is liable, because*

Choose one or more statements that suit the situation

The travel package is not what was agreed

The performance of the tour operator has a defect if the services or other arrangements of the tour does not correspond to what can be considered the agreement.

Essential information was not provided before the tour

The tour operator’s performance is defective if before the trip, the tour operator has provided the traveller with incomplete preliminary information and this can be presumed to have influenced the traveller’s decision-making.

The tour operator’s duty to help and assist has been neglected

If a traveler is in difficulty during a trip (eg illness, accident or crime) the tour operator must, without unnecessary delay, provide a traveller who has difficulties, with the following among others

information on health services
information on local authorities and consular services
provide the traveller with the possibility to use means of communication, including email, telephone.
assist the traveller in making alternative travel arrangements
other assistance as appropriate.

The tour operator may charge a reasonable fee for the assistance provided if the traveller has caused the inconvenience deliberately, or through negligence. The fee is limited to the actual costs incurred from providing assistance.

Information about the object of complaint

Hidden

information about the travel package

Defective service

Price

Tour ordered

DD dot MM dot YYYY

Destination

Mode of transport

Departure date

DD dot MM dot YYYY

Return date

DD dot MM dot YYYY

Defect noted

DD dot MM dot YYYY

Payment method

If you have paid by credit card, you can also reclaim the payment from the credit card company in addition to the service provider in situations where, for example, the company does not provide the service or the service has a defect under the seller’s responsibility that the company refuses to refund.

If you paid with a debit card, you may also demand compensation from the card company if the card company’s terms and conditions specify this.

The credit card provider is not liable to return any sum greater than that originally paid to the The credit card provider.

The complaint has already been filed for the first time during the tour

If you have not reported a defect at the destination to a representative of the tour organiser and the defect could have been rectified at the destination, you usually lose your right to demand a discount.

What is your claim?

Hidden

Demand regarding a defect of a travel package

Mitä vaadit : matkapaketti

I demand that the defect be rectified

The tour operator must correct the defect in the travel service without incurring any costs or material inconvenience for the traveller. For example, if a traveller is moved to a more expensive hotel due to defects in the accommodation, the traveller does not have to compensate for the price difference or transportation to another hotel.

In general, the tour operator must correct the defect immediately. If an immediate correction is not necessary, the defect must, however, be corrected within a reasonable period of time defined by the traveller. The reasonable deadline depends on the quality of the defect and its significance to the traveller.

If it is impossible to correct a defect or unreasonable costs are incurred by the tour operator, the tour operator has the right to refuse to correct the defect.
If the tour operator refuses to correct the defect, the traveller is entitled to a price reduction and compensation for damages. Travellers may also correct the defect themselves and require the tour operator to pay for the costs incurred.

If a significant part of the travel services cannot be arranged as agreed or the traveller’s return to the place of departure of the trip is not realised as agreed, the tour operator must offer alternative arrangements suitable for continuing the trip.

I demand a discount

A discount may be considered if, for example, the defect has not been rectified without delay at the operator’s own expense, or if it is not possible to rectify the defect.

The traveller has the right to an appropriate price reduction for the time during which the tour operator’s performance was defective.

The price reduction must be appropriate. When calculating the price reduction, the starting point is the total price of the travel package, not the price of the individual travel service that contained the defect.

There is no right to a price reduction if the tour operator proves that the defect was caused by the traveller.

Insignificant changes in the implementation of a travel package contract do not justify a price reduction.

I demand that the agreement be cancelled

Before the trip

Travellers have the right to cancel a travel package contract at any time before the start of the trip.

The traveller need not inform the tour operator about the reason for the cancellation.

A tour operator may generally charge the traveller an appropriate and justified cancellation fee if the traveller cancels a travel package contract. Exceptions to this include exceptional circumstances (for example at or near a travel destination, military action, terrorism, natural disaster or strike) resulting in the cancellation of the trip or a presumably significant defect in the tour operator’s performance.

If after the agreement the price increase accounts for more than 8% of the total price of the travel package, the traveller has the right, without a cancellation fee, to cancel the contract within a reasonable time after being informed of the increase.

If the tour operator significantly changes any of the main features of the trip, the traveller has the right to cancel the contract, without a cancellation fee, within the time limit set by the tour operator.

During a trip

If the defect significantly affects the realisation of the travel package and the tour operator fails to correct the defect within a reasonable time set by the traveller, the traveller has the right to cancel the contract.

If the traveller terminates the contract, he/she has – in addition to the price reduction and damages – the right to return transport corresponding to the travel package contract.

The amount of discount €

Do you demand compensation for damages

Yes

If you have suffered financial losses as a result of a bus or coach service being delayed or cancelled, you may be entitled to compensation for damages.

However, it must be kept in mind that bus or coach service is affected by weather and road conditions, which the bus or coach line has no control over, regardless of how thorough it is in its preparations. The passenger must be prepared for the eventuality that buses and coaches are not always precisely on schedule. However, compensation must be paid for damages resulting from negligence.

You are entitled to claim damage compensation for example for extra travel costs created by having missed a connecting service.

The damage must be shown by a receipt or by some other trustworthy manner.The passenger must make every effort to limit the amount of damages.

No compensation is provided for inconvenience or mental suffering.

Are you demanding compensation for costs due to damages?

Yes

The traveller has the right to receive appropriate compensation from the tour operator for any damage caused by the defect in the tour operator’s performance.

In order to obtain damages, the traveller must be able to prove a defect in the tour operator’s performance, and the defect and the damage caused by the defect alongside the amount of damage. The traveller must strive to prevent the occurrence of damage and limit its extent.

Damages to be compensated include, for example:

extra costs incurred by the traveller due to the defect or costs that have become superfluous.
loss of income and additional accommodation costs caused by delays in the return.
the loss of travel or holiday enjoyment. The loss of enjoyment can entitle to compensation in situations such as a serious illness contracted from meals included in the travel package.
prevented use of goods due to a delay in the transport of luggage if, given the duration of the delay and other factors, it can be considered to have caused harm to the traveller.

The traveller is not entitled to compensation if the tour operator proves that the defect was due to any of the following:

the traveller.
unavoidable and exceptional circumstances (e.g. war, terrorism, occurrence of a serious illness at a destination, natural disasters, strikes).
third parties unconnected to the provision of travel services, and the defect could not reasonably be foreseen or prevented.

Claimed compensation for damages

Costs incurred by negligence €

This may only be claimed for long-distance journeys of at least 250 km.

Costs incurred by negligence

If the departure of a scheduled bus or coach journey, which takes more than 3 hours and is at least 250 kilometres, is cancelled or delayed by more than 90 minutes, the bus or coach line must provide the passengers with assistance and refreshments.

If the bus or coach line fails to fulfil its obligations, the passenger is entitled to demand compensation for:

reasonable snacks, meals or refreshments.
additional accommodations and transfer between the terminal and place of accommodations, if accommodations are required for one or more nights. The coach company is entitled to limit the cost of accommodation to 80 euros per night and at most to two nights per passenger. The right for accommodation does not apply if the coach company can show that the cancellation or delay was due to severe weather or significant natural catastrophes which endangered the safe operation of coach traffic.

Keep the receipts, so you can provide proof of the incurred damages.

Travel expenses €

Compensation for damages may be claimed for financial losses incurred by the delay or cancellation.

It is possible to claim compensation e.g. for additional travel costs incurred due to a missed connection.

The damage must be shown by a receipt or by some other trustworthy manner.

Phone expenses €

Other expenses €

Total

I will complete my claim as the damage becomes more accurate.

Information about damages

Claim for damages

Phone expenses

Clothing expenses

Accommodation expenses

Travel expenses

Other expenses

Total

I will complete my claim as the damage becomes more accurate.

Information about damages

Hidden

Description

Brief description of the grievance:

Complainant

Hidden

Contact information

Name

Address

Postal code

Post office

E-mail address

Phone number

You need to send your complaint to the counterparty yourself

Accessing your complaint

Click on the “Next” button at the bottom of this box to view your complaint, which you can then send to you email address or download or print out.

If the email does not appear in your inbox, check your junk mail folder and other folders. You can also search for the message in folders with the word "complaint". The email may arrive after a delay of a few minutes.

You can edit the content by going back by pressing "Back".

Filing your complaint

You need to send your complaint to the counterparty yourself. The complaint assistant is simply a tool and cannot file your complaint on your behalf. You can file your complaint by

emailing it to the counterparty.
copying the information into the seller’s complaint form on their website.
printing out the complaint and sending it by post.

Complaint

{summary}

I await an answer within two weeks. Thereafter I may choose to contact the consumer advice.

Name

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