Trains are comfortable and convenient

Rail passengers feel that the service provided by both sales personnel and conductors is professional and friendly. VR is highly rated for addressing the needs of different customer groups, such as families with children. Rail is considered a safe and environmentally friendly mode of transport.

Passengers are also satisfied with the range of products and service provided in restaurant cars and at station restaurants.

In commuter services, the competitive edge for rail travel comes from its speed and convenience. Passengers on long-distance services appreciate good passenger comfort and the opportunity to spend travel time usefully.

Over 20,000 items of feedback a year

VR receives more than 20,000 items of customer feedback every year from rail passengers, mostly concerning train services, rolling stock, or service on trains and at railway stations. Feedback and compensation claims relating to passenger services are processed at VR’s Call Centre in Riihimäki.

High marks for Pohjolan Liikenne

Pohjolan Liikenne has performed well in surveys of customer satisfaction carried out by Helsinki City Transport and Helsinki Metropolitan Area Council. In autumn 2008 the major increase in services in Espoo, with the related gaps in the knowledge and experience of new drivers, and extensive road works made it difficult to keep services on schedule.