Customer care and contact information

Our customer care is at your disposal – manage your booking, find the answers to frequently asked questions and contact us either online or by phone.
We’re happy to help!

You can check all the information regarding your flight through Manage booking. Just sign in with your last name and booking reference.

  • Check your flight information
  • Make changes to flight times
  • Make sure your contact information is up to date
  • Pre-order a meal for your flight
  • Pay for extra baggage
  • Book a seat in advance
  • Enter information required by authorities
  • Cancel your booking

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Enter your 6-digit booking reference (for example Y2KP3D) and your full last name.

Charter flights (AY1000 series): Use the login on the Charter flights travel extras page.

Please note that group bookings cannot be displayed using this service.

In Manage booking you can:

  • make changes to your booking (not applicable to AY1000 series charter flights and Finnair Plus award bookings)
  • cancel your booking (not applicable to AY1000 series charter flights)
  • pay for excess baggage and reserve a seat
  • pre-order a meal for European flights
  • order a special meal
  • choose your main course in advance on long-haul Business Class flights
  • order a special ‘Meals designed for you’ option on long-haul Business Class flights departing from Helsinki.
  • order a premium meal for a charter flight (AY1000 series)
  • update your contact information
  • accept changes to the flight schedule
  • enter information required by authorities
  • book a car or a hotel

Note: In order to pay for excess baggage, reserve a chargeable seat or pre-order a meal for European flights, your flights must be operated and marketed by Finnair.

I’ve forgotten my password – what should I do?

You can retrieve your forgotten password here. To do so, you only need your username and last name. Your username is your membership number without the AY prefix and with no spaces between the numbers. You’ll receive the new password by email or as a text message. You can change the password you receive by signing in to your member profile, choosing ‘Update profile’ and writing your new password in the ‘Choose your password’ box.

Can I bring along my laptop as carry-on baggage?

In Economy Class you may bring one item as carry-on baggage. You can bring your laptop/tablet instead of a handbag if the cabin baggage rules are followed (maximum measurements 56 cm x 45 cm x 25 cm, maximum weight 8 kg).

In Business Class you can have one piece of carry-on baggage and a laptop or briefcase, as long as the total weight is no more than 10 kg.

You can use your computer onboard as long as you are not connected to the internet. During takeoff and landing you must switch off your computer.

How do I cancel my booking?

Tickets can be cancelled by using the Manage booking service on the homepage.

Depending on the type of ticket you purchased, you may be eligible for a refund. Please check the conditions of the ticket type you’ve purchased from your booking confirmation. You can also find information about our ticket types here.

You can claim a ticket refund by filling in a refund form. If you purchased the flight ticket or the additional service from another airline or from a travel agent, please contact them for the refund.

How do I change the date and/or time of my booking?

If the ticket type you purchased allows you to change the date and/or time of your flight, you can do it through the Manage booking service on the homepage

How can I order special meals?

You can request a special meal through the Manage booking service. Please submit your order no later than 24 hours before departure.

See meal options

Business Class passengers on our long-haul flights can pre-order meals through the Manage booking service. Orders can be placed 15 days before departure at the earliest and no later than 24 hours before departure.

Finnair also offers Economy Class customers on European flights the possibility to select and pre-order a meal to enjoy on board. Read more

How do I check in at finnair.com?

You can check in 36 hours prior to your departure for all Finnair and Flybe AY2000 series flights departing from Finland, and most Finnair and Flybe AY2000 series flights departing from abroad. For flights to the USA, check-in opens 24 hours before departure.

If your flight is operated by Flybe, American Airlines, British Airways or Iberia, and there’s a Finnair-operated flight included in your reservation, you can start the online check-in 24 hours before departure.

The service is not available for flights operated by other Finnair partners or charter flights departing from cities outside of Finland.

Start check-in here with your last name and booking reference or e-ticket number.

How long before the flight departure should I be at the airport?

The purpose of the check-in deadlines is to guarantee that flights can depart on time.

Check here to see the latest check-in times.

Make sure that you allow enough time to complete the necessary security checks at the airport, and to get to your gate on time.

What is a mobile boarding pass?

Mobile boarding pass is an electronic document that enables customers to pass security and board the aircraft by using their mobile device. Mobile boarding pass can be opened from an SMS or e-mail link in mobile browser or in Passbook application (iPhone with iOS6 or higher). In Passbook it can also be opened from an e-mail attachment.

You can send yourself a mobile boarding pass in online or mobile check-in or receive it from the automatic check-in when airport authorities at the departure airport have permitted the use of it. Otherwise you are asked to print a boarding pass or to pick it up from the check-in desk.

Mobile boarding pass requires internet connection when the boarding pass is opened to the browser or saved as Passbook. If you are not able to open the link, please pick up a paper boarding pass from the check-in desk.

Can I book a seat in advance? Do I have to pay for it?

You can reserve your seat in advance while reserving your flight or afterwards via the Manage booking service by signing in with your family name and booking code. You can use the service for flights operated and marketed by Finnair (the flight number in the ticket starts with AY and the ticket number starts with 105).

If you prefer not to pay for the seats, you can choose them free of charge from those that are still available at the time of check-in. Online check-in opens 36 h before departure.

Read more here.

More frequently asked questions

If you didn’t find an answer to your question here, just follow the link below to see all our frequently asked questions.

FAQ

 
 
 
 
 
 

 
 
 
 
 
 
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