How to complain

When you are notified that your trip is cancelled or delayed, first ask a representative of the bus company to take care of your rights. If the matter is not resolved, file a written complaint with the bus company.

  • File a written complaint with the bus company. A complaint relating to a delay or cancellation must be filed within three months of the date of the bus or coach journey. Most European companies are unable to process complaints in Finnish or Swedish. File the complaint in English.

  • Also attach a copy of your ticket and of the costs of meals and similar services to your complaint. Do not send any original documents.

  • Save a copy of your complaint. If you submit a complaint by using the company’s complaint form, save a copy for yourself.

  • Within a month from receiving the complaint, the company must advice whether the complaint has been approved, dismissed or is still being processed. The time taken to provide the final reply must not be longer than 3 months from the receipt of the complaint.

  • If you have not received a reply or are not satisfied with it, contact the European Consumer Centre in case of a foreign company. For a domestic bus company, you will receive assistance and advice from Consumer Advisory Services.