Passengers with disabilities or reduced mobility
To ensure that you have a pleasant flight, please inform us in advance about any disabilities and need for assistance. If required, we will provide you with an assistant who can help you move around the airport and make your way to the aircraft.
Booking your flight
We recommended that you notify us of your disability or need for assistance at the airport and/or on board the aircraft when you book your ticket.
If you are physically disabled or have reduced mobility, you should let us know about your need for assistance at least 48 hours before departure – to do so, call our local service number or fill in this form. In Finland the local service number is 010 804 042. If you are travelling on a charter flight (AY1000 series), you should contact your tour operator directly.
If you have a serious illness, you should let us know before you fly – for more information, see Illnesses restricting air travel.
If you have reduced mobility, we will transport, free of charge, all equipment you need for your well-being, provided that you let us know about this equipment when you make your reservation and there is room for it in the hold of the aircraft. For more information, see Baggage.
Assistance for disabled passengers
Within the European Union, it is the responsibility of the airport to assist disabled passengers and passengers with reduced mobility. If you have reduced mobility, the airport will provide you with assistance within the terminal buildings, car parks and other public areas. If needed, Finnair will also assist you with check-in, security check, border control, moving around the gate area and boarding the aircraft.
A person with reduced mobility (PRM) is defined as any person whose mobility is permanently or temporarily reduced due to physical incapacity (sensory or locomotory), intellectual deficiency, age, impaired vision or hearing, or other cause of disability that means they require assistance at the airport when travelling. Assistance services are free of charge for PRM passengers.
Arriving at the airport
If you require, an assistant will come and meet you when you arrive at Helsinki Airport. Alternatively, you can also go directly to the check-in desk.
If you need assistance, report to one of the pick-up points marked with the international disabled access symbol at least two hours before flight departure. Pick-up points are located in the P3 (level 2) and P5 (level –2) car parks, on the departures level outside Terminal 2 and in check-in area 201–232. Disabled parking spaces are also available.
If you do not need assistance getting to the check-in desk but will require assistance during or after check-in, please ensure that you report to the check-in desk at least one hour prior to flight departure.
At the airport
There is a dedicated check-in desk at Helsinki Airport for passengers needing assistance. The desk is labelled ”Special Passengers” and it is marked with the corresponding international symbols. The Special Passengers desk is open during rush-peaks, and at other times customers needing assistance can use other desks. If you wish, staff will assist you all the way from the check-in desk onto the aircraft.
If you require special assistance, you will be allowed to board the aircraft before the other passengers, so that our staff can ask you about your need for in-flight assistance and more easily assist you onto the plane, if required. For this reason, we recommend that you arrive at the departure gate by the boarding time indicated on your boarding pass, at the latest.
During your flight
Passengers with reduced mobility will primarily be seated by the window.
Finnair does not supply assistive devices, such as elevating seat cushions, so you must be able to sit in a regular aircraft seat.
All our intercontinental flights operated with Airbus A340-300 and A330-300 aircraft are equipped with a wheelchair for visiting the toilet.
If you require help in taking medication, eating, visiting the toilet, getting up or communicating, you must be accompanied by a personal assistant.
After your flight
When you arrive at your destination, you will be met by a member of staff, who will provide all the assistance you need to continue your journey. If you need help disembarking from the aircraft, this will happen after the other passengers have left, so that we have more space and time to assist you.
After disembarking, you will be assisted all the way to your next mode of transportation (a connecting flight, car, taxi or bus).
Special needs complaints on US flights
Part 382 of the US Air Carrier Access Act (ACAA) prohibits discrimination on the basis of disability in air travel and applies to carriers operating flights to and from the US. During the operating hours of flights to and from the US, Finnair has trained Complaint Resolution Officials on duty at Helsinki Airport and JFK International Airport to resolve disability complaints.
If you need to make a complaint after your flight, you should do so to the Finnair Customer Relations in Helsinki – please use the feedback form.