If the passenger cannot reach an agreement with Finnair Customer Relations, the passenger may contact the local consumer body for inquiries. An Online Dispute Resolution platform has been set up by the European Commission which provides easy access to alternative dispute resolution (ADR). Please note, Finnair is not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint.
You can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website here. Under the subtitle ‘How to submit a claim to the CAA’ you will need to click on the link ‘Click here to access our online form’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.