If there have been deficiencies in your bus or coach journey or you are not satisfied with the care provided or with the compensation, first contact the company concerned. Normally, a complaint must be made within a reasonable time from having noticed the error; therefore, make your complaint as soon as possible.
If it is a question of a claim based on the EU regulation* concerning the rights of a passenger in the event of delay or cancellation (right for cancelling or re-routing of a journey and attention to the passenger's needs in journeys where the scheduled distance of the service is at least 250 km.), the complaint must be made within 3 months from the time of the journey. Within a month from receiving the complaint, the company must advice whether the complaint has been approved, dismissed or is still being processed. The final answer must be given within three months from receiving the complaint at most.
If the company does not have a ready-made form for making a complaint, you may use the Finnish Competition and Consumer Authority's (FCCA) claim template on a fault in the service.
Complaint model concerning a fault in the service
If the company does not reply or if its answer is not satisfactory, you may contact the Consumer Advisory Service.
The consumers may turn to the Consumer Advisory Service or The European Consumer Centre in Finland to settle their consumer problems.
Matter concerning a Finnish business
Matter concerning a non-Finnish business
In case of chartered bus transport included in a travel package, you can also claim compensation for defects in the package tour from the tour operator.
* The rights are based on the EU regulation (181/2011) concerning the rights of passengers in bus and coach transport, and they are applied in the whole area of the EU on passengers travelling with regular services where the boarding or the alighting point of the passengers is situated in the territory of a Member State. These rights do not apply to Russian traffic.
EU regulation concerning the rights of passengers in bus and coach transport (181/2011)