Special assistance at the airport and services on board | Finnair United Kingdom

Special assistance at the airport and services on board

To be able to ensure that you have a pleasant flight, we kindly ask you to inform us in advance if you have any kind of disability, reduced mobility, visual or hearing impairment or mental health disorder that requires special attention from us at the airport or during your flight. 

Request assistance before you travel

Do you wish to have assistance at the airport or when boarding the aircraft? Please let us know about your disability or need for assistance in advance, and we will help you with all the arrangements.

To make sure that everything goes smoothly for you, please contact us at least 48 hours prior to your flight departure. You can do this through the special assistance form after you have booked your flight ticket. If you have any further questions, our customer service is happy to help you.

Fill in the special assistance form

Assistance at the airport 

Assistance is available for you at all airports within the European Union and in other Finnair destination airports as well. You can find more information also on the airports’ websites.

  • You’ll meet the pre-booked assistant at the airport either at the check-in desk or at one of the pick-up points marked with the international symbol of access. 
  • If you wish for assistance before check-in, please arrive at the airport at least two hours before your flight departure. At Helsinki Airport, there are several pick-up points. You can check the pick-up points here. 
  • If you need assistance only from the check-in onwards, we ask you to be there at least one hour before your flight. At Helsinki Airport, our Special Assistance desk is at your service. 
  • If you are using a wheelchair, on most airports you can choose to move from the check-in to your departure gate using your personal wheelchair or you can check in your wheelchair and borrow one for the time spent at the airport. Read more about travelling with a wheelchair or mobility aid. 
  • After the check-in, we will assist you through the security control to your departure gate and your seat in the aircraft. 
  • We recommend you to travel with your own personal assistant if you need help with taking medication, eating, visiting the toilet, getting up or communicating. 
  • You will board the aircraft among the first customers. In this way we can offer you a hassle-free start for your flight and our cabin crew can discuss with you about your needs during the flight. To allow enough time for boarding, please be at the gate well in advance before the boarding starts. 
  • You can read more about Helsinki Airport’s services here.

Services on board the flight 

  • All our aircraft have several seats with movable armrest to make it easy for you to move to your seat. Unfortunately, we are unable to offer you assistive devices, such as elevating seat cushions, on board.  
  • You may want to make an advance seat reservation to, for example, ensure extra legroom on board. You can do this for a fee when booking your ticket or afterwards through Manage booking.
  • It is good to know that for safety reasons customers with reduced mobility can’t sit at an exit row, as sitting there requires you to be able to help our cabin crew and for example, open the aircraft door if needed.  
  • All our long-haul flights operated with Airbus A330 and A350 aircraft are equipped with a wheelchair for visiting the toilet. Our cabin crew will help you set up the chair and move it in the cabin when you wish. Please note that you must be able to lift yourself to and from the seat on your own or with the help of your personal assistant.  
  • If you have a visual impairment or hearing defect, please let our cabin crew know so that they can provide you with the best possible service on board.  
  • We recommend you to travel with your own personal assistant if you need help with taking medication, eating, visiting the toilet, getting up or communicating.

After the flight

The assistance service is available for you also at your transfer or destination airport. 

  • The assistant will meet you at the aircraft and help you to move from your seat or the aircraft door to the wheelchair. To ensure we can help you with no hassle, we let other customers deboard the aircraft first. 
  • If you have a connecting flight, the assistant will escort you all the way to your next flight. If you arrived at your destination, the assistant will take you through the arrivals hall to your next mode of transportation.

Special needs complaints on USA 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 USA. During the operating hours of flights to and from the USA, 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 can do so using this feedback form.