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VR online user guide to travel agencies

Autumn 2017

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• Important contact information to travel agencies

• Domestic long distance ticket products in travel agency onlineshop: Saver ticket, Basic ticket and Corporate ticket

• Additional services to Saver and Basic tickets

• Domestic long distance ticket products in travel agency onlineshop: season and multi-tickets

• Group ticket products for Finland domestic trains

• CarTarins and sleeping cars

• Traveller types and discounts

• How to buy a ticket at travel agency online shop

• Finland-Russia connections

• How to find bookings – how to cancel the reservations

• User administration2

Table of contents

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Important contact information to travel agencies

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Travel Agency sales support• Group offer requests and train tickets for groups• agent.service@vr.fi or Tel. +358 307 23705• Monday – Friday 8 - 17

Agreement support• Usernames, passwords, etc.• yrityssopimus@vr.fi or Tel. +358 307 26595• Monday – Friday 8 – 17

Accounting, Invoicing• agent.service@vr.fi or Tel. +358 307 26595• Monday – Friday 8 - 17

IT-support• Technical support for online sales and bookings• Tel. +358 800 166 888• Monday – Sunday 5 - 22

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Info pages to travel agencies: www.vr.fi/salesagents

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Domestic long distance ticket products in travel agency online shop:

Saver ticket, Basic ticket and Corporateticket

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Ticket products in Eco class:Saver ticket and Basic ticket

Saver ticket, Eco class

• The most economical type of ticket in Eco class

• Limited availability

• On sale during the booking period

• Change fee EUR 5 as well as the difference charged for the higher-priced ticket

• Changes permitted only before train departure

• Cancellation possible only if cancellation insurance has been purchased for the ticket

Basic ticket, Eco class

• On sale when Saver tickets are sold out

• The price of a Basic ticket will be set in accordance with demand

• On sale during booking period

• Change fee EUR 5 as well as the difference charged for the higher-priced ticket

• Changes permitted only before train departure

• Cancellation possible only if cancellation insurance has been purchased for the ticket

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Ticket product in Extra class:Corporate ticket

Corporate ticket, Extra class

• Tailored to match the needs of business travelers

• A seat ticket in Extra class

• The ticket can be changed at no charge 24h after train departure

• The ticket will include the right to cancel. The ticket can be cancelled against a fee of EUR 10 before train departure

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Additional services:

to Saver and Basic tickets

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Seat in Extra class or a seat in the upper deck compartment of the DuettoPlus restaurant car as an additional service

• A seat in Extra class

✓ The price depends on the length of the journey (5 - 17 €)

• A seat in the upper deck compartment of the restaurant car (DuettoPlus and conference compartment)

✓ The price depens on the length of the journey (3 -11 €)

✓ Seat reservations will be free-of-charge with multi-tickets

• If desired, it will be possible to buy extra travel comfort with new additional services provided on top of the Saver and Basic ticket

• Purchased in connection with purchase of / change to train ticket

• Prices of additional services are the same for all passengers (no discounts)

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Cancellation insurance as an additional service

• Cancellation insurance

✓ Price EUR 10

✓ For Saver and Basic tickets

✓ Purchased in connection with purchase of / change to train ticket

✓ Cancellation before train departure

• In the future, cancellation of a Saver or Basic ticket will require that cancellation insurance has been purchased. If not, it will be impossible to cancel the ticket

• Prices of additional services are the same for all passengers (no discounts)

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Additional services in travel agency online shop

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A seat to Extraclass or

DuettoPlus as additional

service

Cancellationinsurance as

additionalservice

cancellation of a Saver or Basic

ticket will require that cancellation insurance has

been purchased

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Cancellation insurance shown on the ticket

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Domestic long distance ticket products in travel agency online shop:

Season and multi-tickets

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Season ticket

• Can be bought to a season between 14 and 365 days

• Price is calculated by the lenght of the season/ validity of the ticket

• Can be bought to Eco or Extra class

• Ticket is personal

• Cancellation of the ticket not allowed

• Valid for all train types

• Child (4-16 years) discount on season ticket

• No other discounts

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Multi ticket

• Can be bought to 10 or 30 journeys

• Can be bought to Eco or Extra class

• Maximum validity of the ticket is 6 months

• Valid for all train types

• A multi-ticket must be changed to a single journey ticket prior to the scheduled departure of the train

• Seat reservations on VR travel agency online shop, or by phone + +358 800 166 888 (daily between 5am– 10pm)

• Discounts on multi tickets:

✓ For students

✓ For pensioners

✓ Children (between 4-16 years)

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Group ticket products for Finland domestic trains

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Group ticket products in Domestic Finland

• A group ticket for 6-40 people

• You can get your group reservation confirmed 130 to 0 days before departure (the booking window will be prolonged step by step starting from 16th October 2017)

• A group ticket can be booked into Eco or Extra Class

• A group ticket might be booked also into DuettoPlus restaurant car upper floor for extra charge

• Discount -5% reduced from price of Basic ticket

• All tickets must be collected at the same time

• Those travelling with a group ticket must travel on the same train and travel class

• The ticket is valid only on the train indicated on the ticket. If the passenger travels on another train with the ticket, a new ticket is sold and the customer may change or cancel the original ticket

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Group ticket products in Domestic Finland

Group bookings for night trains/sleeping berths

• Sleeping berths for groups will be booked at the travel agency online shop with the code GROUP 2017

• Please note the special conditions for the high season from 18th December 2017 to 7th January 2018

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Group booking conditions in Finland domestic: offline and online

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Group bookingconditions

Offline – option 1 Offline – option 2 Online

Payment 21 days before departure. In case booking is done later thanthis, payment immedeately.

14 days before departure. In case booking is done later thanthis, payment immedeately.

14 days before departure. In case booking is done later thanthis, payment immedeately.

Changes No changes after payment Changes must be done latest 10 days before departure, changing fee 10% of the ticketprice.

Changes must be done latest 10 days before departure, changing fee 10% of the ticketprice.

Cancellation No cancellation after payment Cancellations can be done 14-0 days before departure, cancellation fee 30% of thegroup ticket price.

Cancellations can be done 14-0 days before departure, cancellation fee 30% of thegroup ticket price.

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CarTrains and sleeping cars

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CarTrain package

• Must be paid within 24 h of booking at the latest

• If the booking is madeless than 24 h before the train's departure it must be paid by time of the booking

• Changes must be made 7 days before the train departure at the latest

• Change fee is 10% of ticket price, e.g. reducing the number of compartments

• Cancellations must be made 7 days before the train departure at the latest, cancellation fee is 10% of the ticket price

• A paper printout is always needed for CarTrain packages

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CarTrain package

• The ticket type selected is adult and there may be a maximum of 6 passengers

• The passengers and their car must have the same departure and destinationstations

• The seat type must be the same for all passengers (berth or seat, not a mix of both)

• The height and length or car spaces cannot be changed (if changes are made the order is cancelled and a new one is made)

• https://www.vr.fi/cs/vr/en/yo-_ja_autojunat_en

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Services in double-deck sleeping cars

• Upper deck compartments have ensuite toilet/shower

• All compartments are two berth compartments that canbe reserved for one or two persons

• Some lower deck compartments can be connected byopening an interior door

• A children's safety net is standard equipment in all cars

• There is a shower for intermediate and lower deck passengers at the end of the car

• Services for persons with reduced mobility are located on the lower deck

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How to book a CarTrain package

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Select ”Pasila All”

whendeparting

fromHelsinki

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Choose train

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Select services

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Select the services you

prefer

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Select seats-button opens up the coach map

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Select a seat, a sleeping

compartmentor a sleeping

berth

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Fill in vehicle and driever’s details

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Check the reservation

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Select delivery and payment method

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Traveler types and discounts

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Traveller types and discounts

• Child discount -40% is available for children between 4 and 16 years, who are travelling alone or with their parents

• A child under the age of 4 may travel free-of-charge without his/her own seat in the company of another passenger

• It is possible to buy own seat to a child under 4 years at -40% discount

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• For students and civilian serviceman -30% discount is available

• For pensioners -20% discount is available

• Discounts are granted on the price of Basic and Serial tickets as well as for berths, sleeping cabins and CarTrain packages

• Discounts are not granted on Saver tickets, season tickets (excluding Children), special offer prices and additional service

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How to buy a ticket at travel agency online shop

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VR travel agency online shop

• All contractred partners for VR will receive customer number and user ID for the travel agency online shop

• Bookable tickets at travel agency online shop:

− Finland domestic long distance train tickets

✓ Indivudual tickets

✓ Group tickets

✓ CarTarin paggeges

− Train tickets between Finland - Russia

• Ticket delivery methods from travel agency online shop:

− paper ticket,

− eTicket sent as e-mail attachment

• Payment methods according to the contract:

− Credit card

− Invoicing

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Signing in through agency pages: www.vr.fi/salesagents and go for travel agencyonline shop

Click here to go for travel agency online shop

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Sign in for travel agency online shop and start a booking by filling in the Search-page with the required information

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Log in here with your personal user name and password

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Ticket products in travel agency online shop

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Additional services for Saver and Basic tickets

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Select seatsGreen = Available seat / Yellow = Chosen seat /Red = Reserved seat / White = Unavailable for booking

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Payment and delivery

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Fill in your email address

Fill in identifier

Remember to accept Terms and conditions

Press “INVOICE” or “PAY LATER”

Method of payment is indicated in the contract

Payment and delivery

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Finland–Russia connections

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Allegro train between Helsinki and St.Petersburg

• From Helsinki to St.Petersburg in less than 3,5 hours

• 4 daily departures

• Travel directly from City Center to City Center

• 344 non smokings seats

• Wlan available in all cars

• Comprehensive services in 1st and 2 nd travel classes

• Bistro Allegro –restaurant car

• Border formalities are carried out in the train while it’s running

• Money exchange

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Tolstoi train between Helsinki and Moscow

• Lev Tolstoi is owned by Russian Railways RZD

• Russian staff onboard; passangers are to be served in English and Russian

• In restaurant car collection of Russian dishes (only cash)

• 1st class cabins up to 2 persons

• 2nd class cabins up to 4 persons

• Business class in wagon numbers 15 ja 16

• Shower in every car

• New cars in Tolstoi:

wider beds and air- conditioning in every cabin

• Tolstoi is non smoking train

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Terms and conditions for groups between Finland and Russia

• Discount 20% (does not apply to First Class meals)

• Children aged between 6 and 16 years -30%, other discounts not applicable

• Bookings may be done 60 days before departure date at the earliest

• Group tickets must be paid within 21 days of making the reservation and 14 days before the train's departure at the latest

• Changes and cancellations must be made latest 11 days before the train's departure

• Unpaid reservations are cancelled automatically

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How to book a ticket to Russia(e.g. St.Petersburg)

Choose to: St.PetersburgFinljandskistation

Select a group ticket or a single ticket

Mark if the passengers are adults or children

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PublicCheck the price and conditions of the ticketwhen booking a group ticket to Russia

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Make the seat assaingments

• Select seats

Choose a regular seat or sear according to your wishes

For the bookings from Finland to Russia you can open the coach map by clicking the “Select seats”-button

For the bookings from Russia to Finland coach map is not available

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The coach map for seat assingments

Choose seats for a group in the same car

Green=availableYellow=chosenRed=reservedWhite=unavailablefor booking

Save selected seats

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Ryhmän nimi

Allegro ticket as PDF attachment

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Passport information

• Fill in the passport information

Fill in passport information for both directions in case return trip is booked

For group bookingsyou can addpassport detailslater

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Select delivery method for your ticket

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Fill in the e-mail address, identifier,accept the ”Termsand conditions”

For the groupbookigns you canchoose ”PAY LATER”

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Good to know in Finland-Russia bookings

• In pdf order confirmation there is the last possible date of payment. Makesure to pay in time or reservation will be automatically cancelled

• It is possible to add passport details later for the group bookings. Searchyour booking by the order number

• When correct booking is found, select ”Edit passport information”

• After you have filled in the passport-information you can pay the reservation

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How to find, modify and cancel the ticket

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Search ticket orders

The latestorders can befound under”Show recent

orders”

Bookingscan be

opened bychoosing

the correctorder

number

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Modification of the ticket

When youneed to

modify the booking,

choose ”Edit”

Cancelling the bookingchoose

”Cancel” here

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Cancellation of the ticket

Select the tickets youneed to cancel

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Cancellation of the ticket

Chose the reason for cancellation: ”Cancellationinsurance”

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Refunded amount willbe shown, select”Continue”

Cancellation of the ticket

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Cancellation of the ticket

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Only the amount of cancellationinsurance will be charged, restof the amount will be refundedto the client select ”Refund”

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Cancellation of the ticket

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Ticket is cancelledand refunded

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User administration

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User administration

• Sales agents have one designated super user

• The super user can

✓ Create new super user(s)

✓ Edit existing users

✓ Define a user's user group

✓ Delete users

✓ Activate and deactivate users

✓ Change user passwords

• Sales agents manage all users and user names, it is not VR’s responsibility

• Deletion of users is important e.g. when employmentrelationship ends

• Users may be deactivated e.g. for the duration ofa maternity leave

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As a super user you can maintain all the otherusers in your agency

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As an super user you can see the User admistration.

If you have forgotten your password or it is not working, please contactyrityssopimus@vr.fi

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Thank you

Please read more at www.vr.fi/salesagents

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