The shipping company is liable for damages that occurred during the trip or caused by the trip, if the shipping company or its operator has caused the damage in question through error or negligence. For example
- personal injury
- damages caused to the traveller from being delayed
- luggage, if luggage is lost or damaged
Damages can only be received for verifiable expenses, such as an unused train ticket that was not used due to the delay, for example. Damages cannot be received for displeasure or inconvenience. Keep the receipts, so you can provide proof of the incurred damages.
Claims to the shipping company
The claim has to be made to the shipping company within 2 months of the delay.
The shipping company must pay the claim within one month of the claim being submitted. With your consent, the shipping company may reimburse the price as travel vouchers or services. The shipping company may withhold payment, if the claim amount does not exceed 6 EUR.
The claim can be filed in free-form text format. You can use the Complaint to Company Regarding Defective Service template by the Finnish Consumer Agency. Please submit the form to the company in question, not to the Competition and Consumer Authority. Save the letter or form on your computer or print it out and remember to keep a copy of the complaint submitted.
Filing a complaint with a company
If your complaint to the company is unsuccessful, contact the consumer advisors
Assistance for consumers is provided by consumer advisors and the European Consumer Centre. Select the option that applies to your complaint:
Matter concerning a Finnish business (in Finnish and Swedish)
Matter concerning a non-Finnish business