The Finnair Holidays special terms and conditions have been updated as of 1 July 2018. Below you can see the terms and conditions for trips taken before and after 1 July 2018.
Finnair Holidays special terms and conditions - terms as of 1 July 2018
The Tourism and Law of Obligations Acts in force from 1.07.2018 and Finnair Holidays special terms and conditions shall apply to Finnair Holidays trips. The aforementioned terms and conditions shall be applied to contracts concluded on 1.07.2018 and after that date. The package travel contract, binding to the traveler, shall be concluded when the first payment ordered by the Organiser is paid on the due date at the latest.
The responsible organiser of Finnair Holidays is Aurinkomatkat OY – Suntours LTD Ab (hereinafter Aurinkomatkat/Organiser), who has provided a security for insolvency to the Finnish Competition and Consumer Authority. The registration number of Aurinkomatkat at the Finnish Competition and Consumer Authority is KuVi 164/88/MJ, link: https://www.kkv.fi/en/facts-and-advice/travelling-and-travel-agencies/register-of-package-travel-agencies/
If the English version of Finnair Holidays special terms and conditions is contradictory to the Estonian text, the latter will be followed.
1.1 PACKAGE TRAVEL CONTRACT AND LIABILITY FOR THE PERFORMANCE OF THE CONTRACT
The Organiser shall be liable for the traveller that the package complies with the terms and conditions of the contract. The Organiser’s liability also includes performance of the contract with respect to the activities of the service providers used by it (carriers and accommodation establishments).
Before concluding the contract, the traveller must be notified of whether the Organiser has the security for offering package travel prescribed by the Tourism Act and whether this security covers the trip being offered.
The traveller may perform the notification obligation prescribed in these contract terms and conditions by contacting the Organiser.
Service providers, such as Finnair, air transport and airport transfer providers, accommodation service providers, excursion providers and the respective booking centres are used for carrying out the Finnair Holidays trips. The responsible Organiser for Finnair Holidays, Aurinkomatkat, has concluded contracts with the service providers and shall be liable for the traveller to receive services that (s)he has bought according to the contract. If the traveller does not receive the purchased service, (s)he must contact the Finnair Holidays’ customer services at the moment (s)he has the right to receive the respective service.
The Organiser shall not be liable for these arrangements and services that are not included in the package, such as transport services or the materialisation of intermediated special services separately ordered by the traveller. The terms of carriage of the airlines that have issued the ticket and are related to the transport, and international aviation regulations shall be applied to the air tickets, baggage taken on the flight and other matters added to transport, such as catering on the flight.
The Organiser or travel service providers shall have the right to organise the traveller’s trip better than required by the booking made by him/her. Regardless, there is no obligation to provide all travellers the same advantages.
Omissions in the package must be notified according to section 12.2.
1.2 Content of the contract
The trip shall include such services and preparations that have been agreed between the traveller and Organiser. When assessing the content of the contract, all precontractual information notified in writing or by electronic means before concluding the travel contract, terms and conditions of the contract, standard information sheet and other information concerning the respective trip established by law https://www.riigiteataja.ee/en/eli/ee/Riigikogu/act/529012018002/consolide; https://www.riigiteataja.ee/en/eli/ee/Riigikogu/act/507022018004/consolide shall be taken into account.
1.3 Travel documents and travel insurance
Before concluding the contract, the Organiser must provide the traveller general information about the passport and visa rules of the country of destination, including the average time needed for obtaining a visa. Instructions concerning travel documents can be found on https://www.finnair.com/ee/gb/information-services/before-the-flight/travel-documents/finnair-holidays.
Following the Organiser’s recommendations, the traveller must take care of the travel documents necessary for the trip him-/herself (including passport, visa, vaccination records) and verify the correctness of those and the ticket and whether they match. The traveller must also check the timetables. If the Organiser has performed their notification obligation, it is not liable for damage caused to the traveller if the trip is cancelled or interrupted due to inadequate travel documents (i.e. improper passport) or refusal to grant a visa or its absence.
The Organiser shall not be responsible for the traveller’s voluntary insurances necessary on the trip but the traveller him-/herself shall be responsible for the insurance cover and its sufficiency e.g. in case of interruption and cancellation of the trip. Therefore, the Organiser recommends the traveller to obtain travel insurance with sufficient insurance cover for the trip that covers the traveller’s person as well as the traveller’s property and includes travel interruption.
- Potential safety risks at the destination
The Organiser must inform the traveller before the trip of the potential special risks related to the trip and provide information about the general healthcare regulations of the country of destination. The traveller him-/herself shall be responsible for obtaining special instructions related to his/her state of health. In addition, the traveller must be provided with instructions for potential illness or other similar situation.
Besides the traveller him-/herself, the authorities of the respective state shall in the first instance be responsible for the traveller’s safety abroad. The traveller must act in consideration of the circumstances of the destination.
Important information concerning the destination and its safety is available from the Ministry of Foreign Affairs and Health Board, health and welfare authorities; for example from the websites of these institutions: http://reisitargalt.vm.ee and http://www.terviseamet.ee/nakkushaigused/reisimine-ja-tervis.html. The traveller must learn about the circumstances of the destination by way of the aforementioned information among other things.
- The organiser’s obligation to provide assistance
If the traveller falls ill during the trip, gets into an accident or falls victim of a crime or suffers from any other damage, the Organiser must immediately give the traveller in difficulties information about health services, local bodies of power and consular services, organise an opportunity for the traveller to use means of communication and help the traveller make alternative travel arrangements and provide other relevant assistance. The traveller shall him-/herself be responsible for these or other extraordinary expenses caused by the situation (e.g. new transport service, additional nights at the hotel and potential additional expenses arising for the Organiser) that arise for the Organiser due to his/her situation. If a situation provided in section 10.1.b. arises during the trip, the Organiser must assist the traveller accordingly and attempt to limit the damage caused to the traveller as far as is practicable.
The Organiser may ask for a reasonable fee for the assistance it provides if the traveller has caused the difficulties either intentionally or as a result of negligence. The size of the fee can regardless not be greater than the actual expenses incurred by the Organiser from providing assistance.
Finnair Holidays does not have its own staff at the destination but the traveller may contact the Finnair Holidays customer services on the number +372 6 840535 if they need help. The opening times are provided on the website https://www.finnair.com/ee/gb/customer-care.
1.6 The traveller’s obligations and responsibilities
1.6.1. During the trip the traveller shall have the obligation to follow the instructions and regulations related to carrying out the trip given by the authorities, the Organiser or the Organiser’s representative and the rules in force in hotels and companies providing transport services.
1.6.2. The traveller must not disturb other travellers with his/her behaviour. If the traveller materially breaches his/her obligations, (s)he may not be permitted on the trip or may be removed from the trip. In such a case the traveller shall not have the right to a refund of the price of the package and (s)he will him-/herself be responsible for all expenses arising from the return journey.
1.6.3. The traveller shall be liable for the damages (s)he causes to the Organiser or third parties with his/her intentional or negligent behaviour, including by breaching the rules specified in sections 1.6.1 and 1.6.2.
1.6.4. The traveller must give the Organiser such contact details through which (s)he can be contacted before and during the trip.
1.6.5 A tour group representative is obligated to pass all of the data and documents concerning the trip on to the tour group and the necessary data and documents concerning the travellers to the Organiser respectively. The Organiser’s notification obligations shall be deemed performed if it has passed the information concerning the trip on to the representative of the specified tour group and this does not need to be delivered to each traveller separately.
Only the tour group representative alone may make amendments to the booking on behalf of the tour group or they may do so together with the traveller that wants the change.
1.6.6. The traveller or tour group representative shall be responsible for the accuracy and timely notification of the data given by it to the Organiser, such as time of the trip, names of the travellers, their dates of birth, other personal data and the travellers’ special needs. The Organiser shall not be liable for the damage that arises from the inaccurate or incomplete data provided by the traveller or tour group representative.
1.6.7. The traveller may be forced to be responsible for the consequences and/or expenses him-/herself if (s)he uses the package travel services or its other parts in a different manner than is agreed in the package travel contract. For example, failing to use the transport services included in the package in part or in full (e.g. not using the air tickets and flights in the prescribed order) may lead to the restriction or loss of the right of use of other available services.
1.6.8. The following condition applies to the package travel contracts concluded on or after 25 September 2018: The representative of the traveller group is responsible for ensuring that there is at least one traveller of age included in the reservation. Depending on the destination, the age limit (for example at hotels) can be up to 23 years.
2 CONCLUDING THE CONTRACT AND PAYING THE PRICE
The contract that is binding on the traveller shall enter into force when the Organiser has sent the traveller all of the required information on a durable medium and the first instalment of the price of the package required by the Organiser is paid by the deadline at the latest.
2.1 Terms of payment
The price of the package, hereinafter also the package price, shall be paid in full either when finalising the order or by a deadline agreed separately. On the web shop the invoice may be paid by way of the selected means of payment and a trip booked at customer services shall be paid by credit card.
In these terms and conditions, a tour group representative shall mean the first traveller of a booking. The traveller or tour group representative shall have the obligation to notify the Finnair Holidays customer services if the paid and confirmed travel documents have not arrived via e-mail within twenty-four hours from making the booking. The travel documents sent via e-mail are travel confirmation, electronic flight ticket confirmation and hotel voucher and possible transfer and excursions vouchers. The electronic flight ticket confirmation shall be sent to each traveller to the contact address provided by him/her, the other travel documents shall be sent to the representative of the group of travellers.
If the network service booking process is interrupted or the travel confirmation and other travel documents concerning a paid and successfully completed booking do not arrive at the provided e-mail address, the traveller or the representative of the group of travellers must immediately contact the Finnair Holidays customer services.
The travellers are obligated to bring the travel confirmation as well as the most recent travel documents (electronic flight ticket confirmation and documents/voucher concerning accommodation as well as other possible additional services) on the trip.
2.2 Services included in the Finnair Holidays trip price
Finnair Holidays trips are based on scheduled flights and the price will be based on the price lists, currency exchange rates and regulations in force at the time of booking. The prices shall be in force from the moment they are announced and shall not concern trips booked before that. We shall retain the right to change the prices before the conclusion of the package travel contract. We shall retain the right to increase the agreed travel price according to section 8.
The package price shall include all taxes that can be paid before going on the trip. Travellers are charged a tourism tax related to overnight stays in many cities and destinations, the size of which depends on the level of accommodation and the duration of the stay. These taxes cannot be paid in advance together with the package price, they must be paid directly to the accommodation establishment or a representative designated by the authorities.
The basic fare of a Finnair Holidays trip includes:
- Air travel in the selected travel class (economy or business) from the point of origin of the trip to the destination and back
- At least one (1) hold baggage per traveller a maximum of 23 kg and hand baggage per traveller a maximum of 8 kg
- Accommodation together with possible meals at the destination
- Catering on intercontinental long-haul flights
- Travel documents sent via e-mail
The basic fare of a Finnair Holidays trip does not include:
- Service charges
- Catering on European and Middle Eastern flights
- Transfers and land transport in the homeland
- Guide service at the destination
- Airport transfers at the destination
- Excursions at the destination
- Food, drinks and tips
- Passport and visa expenses
- Travel insurance
- Possible accommodation or tourism taxes and other official service charges at the destination
- Possible service charges at airports that are collected when leaving the country
- Sending travel documents by letter
In case of special requests related to the booking (incl. golf equipment, skis, wheelchair) the Finnair Holidays customer services must be contacted in good time before the beginning of the trip. The current services price list is available at https://holidays.finnair.com/ee-en/service-charges.
2.3 Campaign deals
We shall reserve the right to make campaign and special deals for new bookings. New booking here means a booking that is made during the campaign or special deal validity period. Campaign and special deal shall be subject to the rules and instructions published during each campaign. Deals and discounts are personal and they shall not be implemented retrospectively.
3 TRAVELLING WITH CHILDREN
An infant shall not have a right to their own seat on the plane or their own bed at the accommodation establishment. If a separate seat or bed is desired for them, their booking shall be treated as that of a child traveller. If the child turns 2 years old during the trip, a booking shall be made for them as a child traveller and they must have their own seat on the plane.
When travelling with children and wishing to ensure a spare bed for them, the traveller must check the availability of a spare bed from the Finnair Holidays customer services. When booking online, some accommodation establishments provide an opportunity to book accommodation for a child without a spare bed, in which case the child will share a bed with the adult on the same booking.
The conditions of travelling abroad with children must be examined on the “reisitargalt” (“travelsmart”) website of the Ministry of Foreign Affairs (http://reisitargalt.vm.ee/lastega-reisimine/). We ask you to note that the right of children under 18 years of age to travel without a carer may be restricted by the authorities, transport companies as well as accommodation establishments. Travel conditions concerning minors must always be checked with the authorities of the country of origin, country of destination and transit countries, as in some countries it is precisely determined what this permit must be like.
A person under the age of 18 travelling without a carer must have signed a letter of consent from the carer, the formalities for the letter may differ. A letter of consent is a document, which includes data concerning the trip and the signatures and contact details of the carers. The letter of consent must be taken on the trip and if necessary, presented to the authorities, transport companies and accommodation establishments among others. More information is also available from the Finnair Holidays customer services. Sample letter of consent https://www.finnair.com/go/documents/PDFs/letter_of_consent.pdf.
4 THE TRAVELLER’S RIGHT TO CANCEL THE BOOKING BEFORE THE BEGINNING OF THE TRIP
The traveller shall have the right to cancel the booking at any time before the beginning of the trip. The Finnair Holidays trips are part of the special type of trips with special terms and conditions, the amendment and cancellation costs are determined with exceptional provisions, for example the binding booking and sales conditions of travel agencies and Organisers offering airlines’ and other package travel. The Finnair Holidays trips transport service is based on scheduled flights and the trips are individually prepared packages, the basis for which are not pre-obtained charter transport quotas.
Each cancellation is handled on a case by case basis. If something has to be amended or cancelled, the traveller must immediately contact the Finnair Holidays customer services.
The confirmation of the flight and other travel services selected for a Finnair Holidays trip takes place automatically after paying for the trip, the service providers’ booking and sales terms and conditions binding on the Organiser will start applying simultaneously. Often the booking and sales terms and conditions of airlines and other travel services providers do not permit repayments in the case of amendments and cancellations taking place after booking confirmation, therefore the repayment of the money may be limited or is not possible at all.
The reselling of Finnair Holidays trips based on scheduled flights and prepared individually or using alternative services is not possible in the case of cancellation. The cancellation charge is at a maximum equal to the package price, from which the potentially saved expenses arising from cancellation have been deducted. In addition to the cancellation charge we will claim the office expenditure according to the services price list of the Organiser, which will be used to compensate for expenses made in the various stages of work. The Organiser’s price list of current services is available on https://holidays.finnair.com/ee-en/service-charges.
Upon the traveller’s request the Organiser shall provide explanations to the size of the cancellation charge and distribution for the different parts of the package.
If the price of the trip has been provided such that a tour group or party consisting of two or more travellers is accommodated in the same room or apartment and one member of the party cancels the trip, the Organiser shall have the right to claim compensation for the expenses caused by the under-use of the accommodation arising from the cancellation, in addition to the aforementioned cancellation expenses. Members of the party that cancelled the trip and are participating on the trip are jointly and severally liable for the payment of these costs to the Organiser. The Organiser and the travel party going on the trip may together agree on a more suitable accommodation for the travel party to replace the aforementioned residence, in that case the party going on the trip shall be liable for possible additional expenses.
If the trip is not cancelled and the traveller does not arrive at the agreed place at the agreed time or if the traveller cannot participate on the trip because for reasons caused by him/her (s)he does not have the documents necessary for the trip, such as a valid passport, visa, identity document or proof of vaccination, (s)he shall not have the right to a refund.
The Organiser recommends the traveller to obtain travel insurance with suitable insurance cover for his/her trip that covers the person and property and includes travel interruption.
5 THE TRAVELLER’S RIGHT TO CANCEL THE BOOKING BEFORE THE BEGINNING OF THE TRIP DUE TO CHANGES MADE BY THE ORGANISER OR THE CONDITIONS AT THE DESTINATION
5.1 The traveller may cancel the booking if
a) the Organiser changes the organisation of the trip to a material extent. A material change shall for example be a change of the means of transport, which significantly extends the travel time; such changes in the departure and arrival times that cause the traveller significant difficulties or additional expenses (an afternoon departure changes into a departure after midnight), change of destination or a change significantly lowering the level of the accommodation and significantly affecting the nature of the trip, for example the trip that has been advertised as obstacle-free becomes full of obstacles or
b) (s)he has grounds to believe that the Organiser’s opportunities to perform the trip in the agreed manner are significantly hampered due to war taking place at the destination or near it, other serious security problems such as terrorism, natural disasters (floods, earthquakes or weather conditions), strike and considerable health risks such as a serious illness or other such situation at the destination.
When assessing the grounds for cancellation, the position of the Estonian authorities shall be taken into account, or e.g. an official notice of the Estonian Embassy in relation to the specified circumstances or
c) if the beginning or end of the trip shifts from the agreed time:
- by more than 24 hours in case of trips lasting for more than 7 days;
- by more than 12 hours in case of trips lasting for 2 - 6 days;
- in case of trips lasting for less than 2 days the situation shall be assessed on a case by case basis; or
d) the traveller has some other compelling reason to assume that there is a significant shortcoming in the Organiser’s services.
5.2. The Organiser must notify of changes on a durable medium and it must become evident from the notice, which changes the Organiser is planning to make, whether the changes will reduce the quality of the package or lower its value and how great of a possible discount the traveller will receive due to these changes and whether these changes will give the right to cancel the trip.
5.3. The traveller must notify the Organiser of the cancellation without an unnecessary delay. If the traveller does not notify within the reasonable time specified in the notice concerning the changes that (s)he will cancel the booking, it will be deemed that the traveller agrees to the suggested changes.
5.4. The right to cancel the booking due to an increase in price is determined in section 8.3.
5.5. If the traveller cancels the booking in the abovementioned situations, the traveller shall have the right to an immediate refund of the paid travel price but not later than within 14 days from the time the traveller terminates the contract. The traveller nevertheless does not have the right to cancel the booking without paying the cancellation charge if the situation provided in section 5.1.b) was known to the traveller already when concluding the contract.
If the cancellation arises from the reasons specified in sections 5.1.a), 5.1.c) or 5.1.d), the traveller shall have the right to receive compensation also for these expenses that have been made due to the trip and that will become useless as a result of the cancellation, if the change does not arise from unavoidable and extraordinary circumstances, which the Organiser or its subcontractors encounter.
6 THE TRAVELLER’S RIGHT TO INTERRUPT THE TRIP AND TERMINATE THE CONTRACT DURING THE TRIP
6.1 The traveller shall have the right to interrupt the trip if
a) the performance of the trip turns out to be so inadequate that the trip does not correspond to the originally planned purpose or
b) a situation described in section 5.1.b) arises during the trip, if the traveller has been unable to reasonably take such a situation of the destination into account (the situation has changed).
6.2. When interrupting the trip or terminating the contract, the traveller shall have the right to a refund of the paid travel price and other fees paid to the Organiser. If the traveller has benefitted from the Organiser’s activities, this benefit (e.g. the part of the trip that has taken place, food offered during the trip or entry tickets used by the traveller) shall be taken into account when calculating the travel charge amount.
6.3. If the traveller interrupts the trip for reasons provided in section 6.1.a, if necessary, the Organiser must at its own expense organise the traveller’s transport back to the place of origin of the trip. Transport must be organised with the originally agreed means of transport either to the place of origin of the trip or another agreed place respectively.
6.4. If the traveller interrupts the trip for reasons provided in section 6.1.b and the Organiser does not help him/her in organising the journey home pursuant to section 1.5., the traveller may take the necessary measures him- or herself. The traveller must nevertheless attempt to limit the amount of expenses and other damage to be borne by the Organiser.
6.5. Section 16 shall be applied to the potential right to receive damages.
7 THE TRAVELLER’S RIGHT TO REQUEST CHANGES TO THE CONTRACT AND TRANSFER IT TO ANOTHER PERSON
The traveller shall have the right to request changes to the contract before the beginning of the trip. The fee charged for the changes is based on actual costs that the Organiser pays according to the booking and sales terms and conditions of the scheduled flight ticket and other travel services. In addition to the change charge, the traveller must pay the office expenditure pursuant to the Organiser’s services price list, which shall cover the operating costs made for organising the trip so far. The current services price list is available at the address https://holidays.finnair.com/ee-en/service-charges.
Transport for the Finnair Holidays trips is based on scheduled flights, packages are prepared individually and pre-obtained quotas do not form the basis for them. The reselling of Finnair Holidays trips based on scheduled flights and prepared individually and using alternatives is not possible in the case of amendment.
The flights and other travel services selected for Finnair Holidays trips are automatically confirmed after paying for the trip, the service providers’ booking and sales terms and conditions binding on the Organiser will start applying simultaneously. Often the booking and sales terms and conditions of airlines and other travel services providers do not permit repayments or amendments after booking confirmation, therefore the possible amendment may be treated as a ticket cancellation or the options for making amendments are limited.
The traveller shall have the right to request to change the traveller’s details on the booking or transfer the rights related to the contract to a person that complies with the potential conditions related to participating on the trip.
The Organiser must be notified of transferring the contract or changing the data 7 days before the beginning of the trip at the latest. The notification may also be made later if it does not cause unreasonable difficulties for the Organiser.
Section 7 may also be applied here. The transferor and recipient of the contract are jointly responsible for the payment of the package price and compensation to the Organiser.
8 CHANGES TO PRICES
8.1. The Organiser shall have the right to raise the price after concluding the contract and reduce the agreed package price accordingly on the following grounds:
a) a change in transport costs that arises from the price of fuel and other sources of energy or
b) changes in taxes affecting the travel price or in charges levied by third parties such as charges related to airport or port taxes or destination or city taxes. The taxes may be levied by the authorities of the country of origin as well as the destination or
c) a change in the currency exchange rates affecting the travel expenditure, which shall be determined by the currency exchange rate valid six weeks before the beginning of the trip. The reference rate shall be the currency exchange rate of the day, which the Organiser has used as the basis of the price calculation. If the currency exchange rate that is the basis of the price calculation is not notified separately, the currency exchange rate in force on the day of concluding the contract shall be used as the reference rate.
8.2. The price increase cannot be greater than the increase in expenditure.
The Organiser must notify the traveller of the new price as soon as possible and in addition explain what is the basis for the price change and which parts of the package the change concerns.
The traveller must be informed of the change in price on durable medium 20 days before the beginning of the trip at the latest.
8.3. If the price of the trip is increased by more than 8% after concluding the contract, including the circumstance specified in section 8.2, the traveller shall have the right to terminate the contract. The traveller must notify the Organiser of termination the contract within a reasonable time period determined by the latter or if a deadline has not been notified, within 7 days from the day the traveller received a notice concerning the price increase. A notice sent by electronic means shall be deemed to be received on the same day the Organiser sent it. If no other explanation can be provided about the time of arrival of the notice, a notice received by post shall be deemed to be received on the seventh day after it is sent.
If the traveller terminates the contract, the travel fees paid by him/her must be refunded to him/her without a delay, but within 14 days from termination of the contract at the latest. The right to potential damages shall be determined according to section 16.
8.4. The Organiser must compensate the traveller before the trip for this part of the expenses that are based on reasons indicated in sections 8.1.a-c. The Organiser shall have the right to recover actual administration costs caused by the repayment.
9 CHANGES TO THE PACKAGE TRAVEL CONTRACT BY THE ORGANISER
9.1. If the Organiser makes changes to the package travel contract before the beginning of the trip that have little importance in terms of the integrity of the trip, the traveller shall not have a right to cancel the trip or receive a discounted price or damages. Unimportant changes may be such changes for which the traveller could within reason have been prepared considering the destination or the nature of the trip, for example one excursion included in the package travel is cancelled, if the package travel includes several excursions.
9.2. Significant changes made by the Organiser that give the right to cancel the trip are listed in section 5.1.
9.3. If the Organiser makes other insignificant changes than those indicated in section 9.1 or the changes justifying cancellation specified in section 9.2, the traveller shall be obligated to pay the package price and other agreed fees, nevertheless taking into account the traveller’s right to receive a discount and damages determined in sections 15 and 16.
9.4. The Organiser must notify the traveller of the changes on a durable medium in a clear, visible and comprehensible manner.
9.5. As a result of a low number of participants, the Organiser shall have the right to change the means of transport, route and schedule instead of cancelling the trip or series of trips, if the changes do not materially change the nature of the trip. The traveller must be notified of the changes at the latest:
1) 20 days before the beginning of the trip if the duration of the trip is more than 6 days;
2) 7 days before the beginning of the trip if the duration of the trip is 2-6 days;
3) 48 hours before the beginning of the trip if the duration of the trip is less than 2 days.
Taking into account the abovementioned changes, the traveller may have the right to receive a reduced package price and compensation provided in sections 15 and 16.
10 THE ORGANISER’S RIGHT TO CANCEL AND INTERRUPT THE TRIP
10.1 The organiser shall have the right to cancel the trip if
a) sufficient number of participants have not registered on the trip and the Organiser has mentioned in the pre-contractual information or other materials (e.g. travel programme or other travel documents), that the trip taking place depends on the number of participants. The required number of participants may concern one specific trip or series of trips made to a certain destination.
The traveller must be notified of the cancellation of the trip at the latest:
1) 20 days before the beginning of the trip, if the trip lasts for more than six days;
2) 7 days before the beginning of the trip, if the trip lasts for two to six days;
3) 48 hours before the beginning of the trip, if the trip lasts for less than two days.
b) the Organiser’s opportunities for performing the trip in the agreed manner are materially significantly hampered after concluding the contract due to war taking place at the destination or near it, other serious security risks such as terrorism, natural disasters (floods, earthquakes, weather conditions), strike, considerable health risks affecting human health (a serious illness at the travel destination) or other such situation. Reasons may also be disruptions of vital services such as electricity and water supply at the travel destination, for example due to a natural disaster or strike.
The traveller must be notified of the cancellation of the trip at the first opportunity.
10.2. If the situation specified in section 10.1.b. takes place during the trip, the Organiser shall have the right to interrupt the trip and make other essential changes to the travel programme. The Organiser must return the part of the package price for the services that were not received to the travellers immediately after the end of the trip.
10.3. In case of cancelling the trip, the Organiser must return the payments made by the traveller within 14 days after cancelling the trip at the latest.
11 THE ORGANISER’S RIGHT TO TERMINATE THE CONTRACT
The Organiser shall have the right to terminate the contract if the traveller has not paid for the trip by the final agreed deadline in part or in full. The Organiser shall have the right to terminate the contract on the presumption that the traveller has received a suitable payment term. The Organiser’s right to terminate the contract in the case of disregarding the payment term must be specified in the document in which the payment term is recorded.
12 BREACH AND NOTIFYING OF BREACH
12.1 There is a breach in the Organiser’s activity if
a) the trip does not correspond to what has been agreed and what could be deemed to be agreed in terms of services or other organisation or
b) the Organiser has neglected the requirement to give the traveller information required by law concerning the conditions applied to the trip, the content of the trip, the necessary travel documents, health requirements concerning the trip, transport, time schedules etc. other necessary information, for example instructions in case of potentially falling ill during the trip, an accident etc. situations, and it may be presumed that this has affected the traveller’s decision or
c) the Organiser has neglected the duty to assist pursuant to section 1.5.
The traveller must be prepared for reasonable changes in the transport schedule. A change in the transport schedule, as a result of which the stay at the travel destination is shortened or extended by at least 2 hours, but in the case of a trip lasting for less than 5 days a maximum of 4 hours, in the case of a trip lasting for 5 - 8 days a maximum of 5 hours and in the case of a trip lasting for over 8 days a maximum of 8 hours, shall not be considered to be a breach. If the trip lasts for less than 2 days, the breach shall be assessed separately in each case.
It is not deemed to be a breach if the traveller does not use the transport service or other services included in the trip or only uses them in part.
12.2 Notifying of breach
The traveller cannot rely on a breach if (s)he does not notify the Organiser of it within a time period that is deemed suitable after (s)he discovered the breach or when (s)he should have discovered it. The Organiser must be notified as soon as possible of a breach that can be rectified during the trip.
The Finnair Holidays customer services must be notified of a breach in a package and outside the opening hours of the customer services, the Finnair customer services must be notified.
If the immediate rectification of the breach is not necessary, the traveller must allow reasonable time for the rectification of the breach. When calculating reasonable time, the duration of the trip, the destination and other matters related to the type of the trip must be taken into account.
The above does not prevent the traveller from referring to a breach, if the Organiser or another trader, whose assistance the Organiser has used in the performance of the contract, has operated negligently or opposing the principle of good faith and improperly.
13 RECTIFYING A BREACH OF CONTRACT
13.1. The Organiser must immediately rectify the breach at its own expense or if the immediate rectification is not necessary, the breach must be rectified by the reasonable deadline determined by the traveller and in a manner that does not cause the traveller expenses or material damage. When determining the reasonable deadline for rectifying a breach, the type of the breach and its importance to the traveller and the Organiser’s opportunities for rectifying the breach shall be taken into account.
Regardless of rectification of the breach, the traveller may have a right to a price reduction indicated in section 15 for the time of duration of the breach and the compensation indicated in section 16.
13.2. The Organiser shall not have an obligation to rectify a breach related to their activity, if rectifying the breach is impossible or causes unreasonable expenses for the Organiser. When assessing the unreasonableness of the expenses the size of the breach and the value or the respective travel service is taken into account.
If the Organiser notifies that they cannot rectify the breach or if the breach is not immediately rectified when it is essential or within a reasonable time determined by the traveller, the traveller may do it him- or herself. In that case the traveller shall have the right to compensation of the expenses made for the rectification of the breach.
If the traveller him- or herself rectifies the breach in the Organiser’s activity, the Organiser shall not be obligated to compensate the traveller for the expenses arising from it if these expenses are unreasonable. If the Organiser uses the right to refuse provided in this clause, the traveller shall have the right to the price reduction and compensation indicated in sections 15 and 16.
14 PROVISION OF ALTERNATIVE SERVICES DURING THE TRIP
If an important part of the travel services cannot be offered during the trip according to what was agreed, the Organiser must offer applicable alternative services for continuing the package travel without causing additional expenses for the traveller, which are at least on the level of the agreed travel services to the extent possible. The obligation to provide the specified services also concerns cases in the case of which the traveller’s return journey to the place of origin of the trip does not take place in the agreed manner.
The Organiser must offer the traveller an appropriate reduction of the price, if the package travel containing alternative services is lower in quality than the package contained in the package travel contract.
The traveller may refuse the alternative services offered to him/her if they are not comparable to what is agreed in the package travel contract or if the offered price reduction does not correspond to the size of the breach. If the traveller reasonably refuses the alternative services or if it is not possible to offer them, the traveller shall have a right to an appropriate reduction of the price and compensation even if (s)he does withdraw from the contract. If the package includes a transport service, the Organiser must immediately organise the respective transport for the traveller to the place of origin without it causing the traveller additional expenses.
If the traveller refuses the alternative services offered to him/her without the abovementioned acceptable justifications, (s)he shall not have a right to compensation or price reduction.
15 PRICE REDUCTION
If the breach is not immediately rectified at the Organiser’s expense or if the breach cannot be rectified, the traveller shall have a right to a price reduction corresponding to the size of the breach if the Organiser does not prove that the breach was caused due to the traveller’s action.
The traveller shall not have a right to a price reduction if the breach is insignificant in comparison with the entire contract. When calculating the price reduction, the total cost of the package shall be taken as the basis, not the price of the individual travel service that contained the breach. When assessing the size of the breach the traveller’s individual needs and special requests at the time of concluding the contract may also be taken into account.
16.1. The traveller shall have a right to compensation in the case of damage that has been caused to him/her by a breach in the Organiser’s activity. The Organiser must pay the traveller compensation without a delay.
The traveller shall not have a right to compensation if the Organiser proves that
- the breach is caused by the traveller;
- the breach is caused by third parties that are not related to providing travel services and the breach could not have been foreseen or avoided;
- the breach is caused by the unavoidable and extraordinary circumstances specified in section 16.9.
16.2. Damages to be compensated are for example the excessive costs and useless expenses the traveller incurred as a result of the breach and the loss of salary caused due to late arrival at the source of origin of the trip on the return journey and the excessive costs caused due to organising overnight stays and reasonable compensation for uselessly spent leave time. The last one presumes a material error in the provision of travel services.
16.3. The traveller shall have a right to compensation for the impossibility to use their items due to baggage being late or lost, if this could be deemed inconvenient for the traveller considering the duration of the delay and other circumstances.
16.4. The traveller must attempt to restrict the size of damage as much as possible. The Organiser shall not be liable for damage caused by the traveller’s own actions.
16.5. The traveller shall have the right to claim compensation for damages pursuant to the package travel contract and Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91 (OJ L 46, 17.2.2004, p. 1–8), Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations (OJ L 315, 3.12.2007, p. 14–41), Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents (OJ L 131, 28.5.2009, p. 24–46), Regulation (EU) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when travelling by sea and inland waterway and amending Regulation (EC) No 2006/2004 (OJ L 334, 17.12.2010, p. 1–16), Regulation (EU) No 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulation (EC) No 2006/2004 (OJ L 55, 28.2.2011, p. 1–12), and international conventions. With respect to damages caused during air, sea and rail transport, those legal norms and contracts shall be taken into account when assessing the size of the compensation for damage, which the transport company and accommodation establishment acting as subcontractors apply in their activity.
16.6. The compensation payable to the traveller shall be determined on the basis of the size of damage caused, but this can never exceed the triple price of the package. This limitation does not apply if proven that damage or harm caused intentionally or by negligence, as well as compensation for causing the death of a traveller, causing him/her bodily harm or damaging his/her health.
16.7. In order to receive compensation, the traveller must prove that there is a breach in the Organiser’s activity and damages causally related to these breaches have been caused to him/her. The person claiming compensation also has the burden of proof.
16.8. Section 1.6. shall be applied to the traveller’s obligation to compensate damages with respect to the Organiser.
16.9 Unavoidable and extraordinary circumstances
The Organiser shall not be liable for damage that is caused by unavoidable and extraordinary circumstances and which the Organiser could not have affected or also avoided by actions as careful as possible. These unavoidable and extraordinary circumstances are for example regulations by authorities, airspace restrictions, war, other serious security problems such as terrorism, serious unrest, significant risks to human health such as illness at the travel destination, or natural disasters such as floods, earthquakes or weather conditions, which make the safe travelling to the destination designated with the package travel contract impossible or which materially affect the trip taking place in the agreed manner. The specified reasons may also be a power or water supply failure due to a natural disaster or strike.
Effective reservation made latest 28th of November 2018
16.10. If, due to unavoidable and extraordinary circumstances it is not possible to organise the traveller’s return journey to the place of origin in the manner agreed in the contract, if the traveller transport service provider does not do so the Organiser shall cover the costs of the necessary accommodation, corresponding to the package travel contract if possible, that does not last for over three (3) nights.
The above limitation or the expenses does not concern a traveller with mobility disability or a person accompanying them, a pregnant woman, an unaccompanied minor or a person in need of specific medical assistance, if the Organiser has been notified of the person’s special needs at least 48 hours before the start of the trip.
16.11. The Organiser cannot refer to unavoidable and extraordinary circumstances to limit the liability for a delay in the return journey, if the relevant passenger transport service provider is not permitted to use such circumstances as grounds pursuant to applicable European Union legislation.
Effective reservation made from 29th of November 2018
16.10. If a traveller’s return home cannot be arranged as planned due to unavoidable and extraordinary circumstances, the organiser has a duty to cover any costs of up to three nights’ stay in alternative accommodation, where possible, of the standard specified in the package travel contract if the transport operator does not provide accommodation. Where longer periods are provided for in Union passenger rights legislation applicable to the relevant means of transport for the traveller's return, those periods shall apply.
The organiser cannot limit their liability for a traveller’s delayed return home on the grounds of unavoidable and extraordinary circumstances, if the transport service provider in question is prevented by applicable European Union laws from denying liability in such circumstances.
The aforementioned limitation of liability does not apply in the case of disabled passengers and their caregivers, pregnant women, unaccompanied minors or individuals who require specialist medical care, provided that the organiser was informed about the traveller’s need for special assistance at least 48 hours before the start of the trip.
17 BOOKING ERRORS
The Organiser shall without a delay compensate the traveller for damages arising from the technical faults of the booking system used by the Organiser or errors made by it in the course of booking.
The traveller shall not have a right to compensation if the booking error is caused by the traveller or by unavoidable and extraordinary circumstances specified in section 16.9.
A booking error may be caused by the traveller for example if the traveller gives the trader erroneous or incomplete information about the traveller or the trip. According to the usual duty of care, the traveller must check the received documents, for example the booking confirmation, and at the first opportunity notify the Organiser of the discovered breaches or errors. If the traveller disregards the duty to review and sustains losses because of it, his/her contribution may be taken into account when determining the compensation payable to him/her.
18 REDUCTION OF COMPENSATION PURSUANT TO OTHER LEGISLATION
If the traveller has been granted a price reduction or compensation on the basis of European Union legislation or international conventions concerning passengers’ rights referred to in clause 16.5., the sum of the specified compensation shall be deducted from the compensation awarded pursuant to these terms and conditions.
The traveller is obligated to notify the Organiser of compensation received from the aforementioned other sources, incl. awarded for payment by service providers but not yet paid.
19 CLAIMS FOR DAMAGES
19.1. Making a breach notice to the Organiser is determined in section 12.
19.2. Claims for compensation must be submitted to the Organiser in writing within a reasonable time. A claim for compensation may be sent on https://www.finnair.com/ee/gb/information-services/feedback.
Disagreements between the traveller and the Organiser shall be resolved by way of negotiations if possible. Consumer disputes shall be resolved at the Consumer Disputes Committee at the address Pronksi 12, Tallinn, link: https://www.tarbijakaitseamet.ee/en/consumer-disputes-committee. Pursuant to the Consumer Protection Act the Consumer Disputes Committee has competence to resolve disputes arising from a contract, which the parties have been unable to resolve by way of negotiations. The parties shall resolve litigation according to the procedure established by the laws and legislation of the Republic of Estonia in the consumer’s court of location.
21 LIABLE ORGANISER
Oy Aurinkomatkat - Suntours Ltd Ab Tietotie 9, PL 200, 01530 VANTAA, Finland. Tel. +358 10 446 441/switchboard.
Finnair Holidays customer services tel. +372 6 840535 (local network charge/mobile charge). You can find the opening times on https://www.finnair.com/ee/gb/customer-care.
These Finnair Holidays special terms and conditions have been updated on 1.7.2018 and for an unspecified term. Finnair Holidays/Aurinkomatkat Oy - Suntours Ltd Ab shall retain the right to amend or restrict these travel terms and conditions.
Finnair Holidays additional and special conditions - terms until 30 June 2018
Finnair Holidays trips, where the responsible tour operator is Oy Aurinkomatkat - Suntours Ltd Ab (hereafter Suntours), are subject to the Package Travel Act. The trips are covered by the package tour act insurance. Suntours has lodged a security with the Finnish Consumer Authority covering these trips. The Suntours registration number at the Consumer Authority is KuVi 164/88/MJ. Finnair Holidays trips are governed by Estonian laws and the General package travel conditions approved by Estonian Travel & Tourism Association (GTGT), as well as the additional and special conditions specified below.
Finnair Holidays customer service in Estonia is +372 6 840535 (local network and service charges of the operators apply).
Content Of Finnair Holidays trips
Finnair Holidays trips are individually tailored and independent flight+hotel package tours based on scheduled flights. The Finnair Holidays additional and special conditions are followed when the trip has been booked on the finnair.com website or through Finnair Holidays customer service. On the finnair.com website the customer makes the Finnair Holidays reservation and selections independently and is personally responsible for the correctness of the reservation details.
The customer selects and creates his Finnair Holidays trip from various scheduled flight and hotel options, and in addition to these the customer can purchase excursions and airport transfers as additional services. The selection of available additional services depends on the selected travel period and the travel destination.
Included in the base price of a Finnair Holidays trip are:
- travel documents delivered by email
- meals on intercontinental long-haul flights
- flight transportation in Economy Class from the departure city to the travel destination and back
- one piece of checked baggage max. 23 kg and one piece of carry-on baggage max. 8 kg
- accommodation and possible meals at the travel destination
Not included in the base price of a Finnair Holidays trip are:
- service charges
- travel documents posted by letter
- meals on flights within Europe and the Middle East
- connecting land transportation within the country of departure
- guide services at the travel destination
- airport transfers at the travel destination
- excursions at the travel destination
- meals, drinks and service charges or tips
- passport and visa expenses
- any required vaccinations
- travel insurance
- hotel taxes or other official charges possibly collected at the destination
- charges possibly collected by officials at airports upon leaving the country
Payment of the trip, concluding the contract and delivering travel documents
The contract is created and put into force when the customer accepts that he has read the Finnair Holidays additional and special conditions, confirms the acceptance for paying for the trip and receives a travel confirmation of the reserved trip to the email address included in the reservation. A confirmed reservation includes a confirmation number.
If the web service’s booking process is interrupted and the customer does not receive a confirmation or other travel documents, such as confirmation of the electronic flight ticket and hotel voucher and potential airport transfer and excursion vouchers, of a successfully reserved and paid trip, the customer must contact Finnair Holidays customer service immediately.
Travel documents are delivered to the customer to the contact person’s email address after the payment is registered. The customer is obligated to inform Finnair Holidays customer service if he has not received a travel confirmation or other travel documents by email within 24 hours of making the reservation.
The customer is required to bring the travel confirmation and all travel documents (confirmation of the electronic flight ticket and accommodation and other vouchers for any additional services) along on the trip.
The customer is charged applicable fees for credit card payments. The applicable credit card fee is calculated based on the real expenses ensuing from the payment method. The applicable credit card fee is charged from the total due sum. The possible fee is show on list of the service charges.
The current list of service charges is available here: https://holidays.finnair.com/ee-en/service-charges.
Prices and taxes
The price includes the services, taxes and service charges included, that are mentioned in the travel confirmation. The price does not include breakfast or other meals, airport transfers, guide services, excursions, or any taxes that must be paid on location at the destination, unless otherwise specified.
The price of the scheduled flight is calculated based on current prices, exchange rates and regulations at the time of making the reservation. If any changes to these occur before ticketing, the price of the flight ticket will change correspondingly. We are not liable for any technical errors in the booking systems. Prices are without obligation until the contract has been made. All taxes that can be paid at the time of ticketing before departing for the trip are collected in the flight ticket price.
For children under 2 years of age travelling without their own seat on the flight, only about 10% of the adult ticket price is charged, plus taxes and surcharges. Infants are not entitled to their own seat on the flight or to their own bed at the hotel. If a seat or bed is desired, the infant’s booking will be treated like that of a 2–11-year-old child passenger. If an infant turns 2 years during the trip, his reservation must be made as a child passenger and he must have his own seat on the flight.
If a customer is travelling with children and wants to ensure an extra bed for them, the customer must check the availability of additional beds from Finnair Holidays customer service. At some hotels it is possible to book accommodation for a child without the hotel providing an extra bed; in this case the child shares a bed with an adult in the same reservation.
If the customer has any special requests with regard to the reservation (e.g. pets, golf equipment, skis, wheelchair, special diet, etc.), he must contact Finnair Holidays customer service. For any changes made to the reservation, we charge applicable service fees according to the current list of service charges.
The current list of service charges is available here: https://holidays.finnair.com/ee-en/service-charges.
Changes and cancellations
Due to their exceptional nature, Finnair Holidays trips fall under special terms and conditions, in which change and cancellation fees are determined by exceptional regulations, such as the sales and booking terms of hotels, excursion and airport transfer providers and airlines. Regarding cancellations or changes to the reservation, the customer must contact Finnair Holidays customer service immediately. Changes or cancellations of Finnair Holidays trips are handled with case-by-case discretion.
Ticketing for Finnair Holidays trips takes place automatically immediately after the trip has been confirmed and paid for. Most flight ticket types do not permit refunds after ticketing for changes or cancellations. Possible refunds in these cases may be very limited or not permitted at all. These terms and conditions are considerably stricter than the General package tour terms and conditions (GT).
Refunds are not granted for reservations that have not been cancelled. If the customer does not use an airport transfer or other service included in their reservation, or only partly uses a service, he is not entitled to a refund on these grounds. In addition, the customer will be charged applicable service charges for the change or cancellation. For providing cancellation verification for insurance companies, applicable service fees are charged according to the current list of service charges.
Change and cancellation fees for any chargeable additional services, such as airport transfers or excursions, vary according to the operators’ sales and booking terms. Changes or cancellations of additional services are handled with case-by-case discretion.
1. Passenger’s right to cancel the trip without special reason
The passenger has the right to cancel the trip without special reason, in which case we charge the real expenses for the cancellation and a reasonable additional fee for the extra work caused by the cancellation. Pricelist of additional fees (service charges) is available here: https://holidays.finnair.com/ee-en/service-charges. Finnair Holidays trips are individually tailored and independent package tours based on scheduled flights, and are not founded on any pre-acquired quotas. Each individual reservation is made separately and payment is completed within the agreed time period. Therefore, in case of cancellation the resale of a Finnair Holidays trip is not possible.
2. Passenger’s right to cancel the trip because of a major occurrence
If the customer is faced with an unforeseen and major occurrence and has the right to cancel the trip according to §15 (3) of the Package Tour Act and section 5.1 of the General package tour terms and conditions, due to the exceptional nature of our package tours and based on section 1.3 of the General package tour terms and conditions, it is our right to charge the customer compensation for the necessary actions ensuing from the cancellation, such as pre-paid services, for which the tour operator does not have reimbursement rights (e.g. flights, accommodation services). The tour operator has the right to collect subcontractors’ real expenses as well as service charges according to the current list of service charges. These instances are handled with case-by-case discretion.
The customer is personally responsible for taking out travel insurance before the trip and checking its coverage.
3. Passenger’s right to change the contract and transfer it to another person
The passenger has the right to change the passenger details in the reservation or transfer the travel contract to another person, in which case the tour operator has the right to charge reasonable compensation for the transfer.
Changing passenger details
Due to the exceptional nature of trips based on scheduled flights, changing passenger details leads to cancelling the original flight ticket and booking a new one. The price is determined by the current prices, flight availability and seat availability at the time of making the change. The change causes a significant expense, as the old flight ticket is non-refundable and the new flight ticket may be more expensive than the old one. The tour operator has the right to collect subcontractors’ real expenses as well as service charges according to the current Finnair Holidays list of service charges.
Transfer of the contract
For Finnair Holidays trips, the transfer of a contract to another person, as intended in the General package tour terms and conditions, leads to cancelling the original flight ticket and booking a new one. The price is determined by the current prices, flight availability and seat availability at the time of making the transfer. The tour operator has the right to collect real expenses ensuing from the transfer as well as service charges according to the current Finnair Holidays list of service charges. (GT 8.2)
Customer's obligations and responsibility
The passenger and person making the booking are responsible for all reservations made through the web service, cancellations, changes and situations where the passenger makes a reservation but does not use it or cancel the reservation before the trip, and for any other possible costs.
Customer is responsible for checking the following before confirmation and payment of the trip:
- the correctness of the reservation details (e.g. dates, selected flights, names written as they are in the passport)
- the correctness of contact details (passenger is reachable prior to and during the trip)
- passport’s validity and need for visas or transit visas at the travel destination and/or transit destination
- necessary vaccinations and health regulations by travel destination, e.g. from website: http://www.terviseamet.ee/nakkushaigused/reisimine-ja-tervis.html
- news and information about any exceptional situations in the destination countries from the Ministry of Foreign Affairs of Estonia’s website http://reisitargalt.vm.ee/
Customer’s responsibilities after confirmation and payment of the trip and during the trip
A customer that has purchased a Finnair Holidays trip is obligated to inform the tour operator of his exact contact details and any changes thereof.
The customer is responsible for checking the flight’s schedule for possible changes before each flight segment, and for checking in for the flight on time. The customer can check his up-to-date flight booking details from https://www.finnair.com/ee/gb under ‘Manage booking’ by entering the passenger’s family name and the flight’s booking reference. The customer is personally responsible for arriving on time to the hotel, to the airport transfer meeting point and to any excursion departure points as indicated in the vouchers. If the customer notices any faults or deficiencies in the products or the provider’s services (e.g. flight delays, faults with hotels or other services), the customer must contact Finnair Holidays customer service as soon as possible after noticing the problem. The customer must abide by the instructions, rules and regulations of authorities, the tour operator, hotel, provider of additional services and carriers related to fulfilling the trip.
The customer must not cause disturbance to others with his behaviour. If the customer significantly disregards his responsibility, he may be denied departure or may be removed from the trip. In this case the customer is not entitled to any refund or compensation, and is solely responsible for any and all extra costs. The customer is responsible for damage that he wilfully or through careless behaviour causes the tour operator, carriers or third parties.
The tour operator is not responsible if the customer is prevented from making the trip or the trip is interrupted due to not having the necessary travel documents, nor for the costs ensuing from acquiring the necessary travel documents, nor any damage caused by the customer’s own behaviour.
It is recommended for passengers to file a travel notification on the Ministry of Foreign Affairs of Estonia’s website: https://rakendused.vm.ee/eelregistreerimine/
Tour operator's responsibilities
The tour operator uses service providers, such as Finnair and hotel, airport transfer excursion booking centres, for Finnair Holidays trips. The tour operator has contracts with the service providers and is responsible for ensuring that the customer receives the services included in the contract he has purchased. If the customer does not receive a service he has purchased, he must contact the service provider directly or Finnair Holidays customer service the moment he is entitled by the contract to receive the service in question.
Excursions, activities and airport transfers
Excursions and activities
When making a Finnair Holidays reservation, it is also possible to book excursions and activities on the finnair.com website or through Finnair Holidays customer service. Excursions purchased as part of a Finnair Holidays trip are international excursions, and the customer makes the selections for the date and guide language when reserving the excursion.
Some excursions require that a certain minimum number of customers participate. If the minimum number is not achieved this is not the case, the service provider of the excursion or activity reserves the right to cancel the excursion. The service provider has the right to change the route of the excursion or cancel it if circumstances at the destination require it. For example, the starting time and duration of an excursion may change due to traffic related circumstances.
Tips are not included in the excursion price, and the customer may pay them at his own discretion. If no fee has been collected for a child for the excursion and the bus is full, the child must sit in his parent’s lap. Children’s meals must be paid for on location, unless otherwise specified on the excursion voucher or other instructions. The service provider may remove the customer from ask for a customer to interrupt the excursion if the customer is causing a disturbance with his behaviour. Any items forgotten in a vehicle by a customer are the customer’s own responsibility.
Participants on excursions must follow the instructions and rules given by the service provider, and arrive to the meeting marked on the voucher in good time. If the customer has a problem e.g. in finding the meeting point, he must immediately contact the customer service of the service provider marked on the voucher, or Finnair Holidays customer service.
When making a Finnair Holidays reservation, it is also possible to book an airport transfer on the finnair.com website or through Finnair Holidays customer service. A transfer purchased in advance must be booked for all passengers in the same reservation. Prices and availability for transfers vary depending on the vehicle, travel destination and accommodation. The customer selects the type of transfer he wants, e.g. a shuttle or a private transfer, and if necessary determines for example the pick-up time and place, when booking the airport transfer.
Children must use a child seat during transfers until they are at least 135 cm tall or 12 years old. If a child seat is not available in the car, the driver’s instructions must be followed. It is not possible to book a seat for a child on shuttle transfers, so the child must sit in an adult passenger’s lap. A seat must be booked for children over 3 years of age. A child under 3 years of age can also sit on an adult’s lap on a private transfer if there is no child seat available. On private transfers where the child has his own seat, he must be included in the total number of passengers in the transfer.
If a passenger or passengers cause disturbance with their behaviour, they can be removed from the transfer. Alcohol consumption is not permitted during the transfer. It is not permitted to board an airport transfer under the influence of alcohol or other substances. If any damage is caused, the passenger is obligated to compensate the full costs to the carrier company.
Each passenger is permitted to bring one suitcase and one piece of carry-on baggage on the airport transfer. If there is need to bring more bags or e.g. sports equipment, pets or large and heavy baggage, please contact Finnair Holidays customer service.
The customer must follow the rules and instructions given by the carrier company. If the customer has a problem e.g. in finding the departure point for the transfer, he must immediately contact the customer service of the service provider marked on the voucher, or Finnair Holidays customer service.
Any complaints or claims regarding a Finnair Holidays trip must be presented to Suntours no later than two months after the end of the trip. The customer must save all documents and receipts of any additional costs, record times and dates and provide the names of the people who handled the case.
These terms were created on 5th of January 2018 and are valid until further notice.
Important information about hotels and flights
Availability is based on the information of an international hotel bookings centre. Hotel booking centres are responsible for the accuracy of hotel. The photos and descriptions of the hotels are updated by the hotel booking centres, Finnair Holidays will use its best effort to provide up-do date information. Hotel ratings are based either on the hotel’s own rating system, or a service provider’s country-specific rating system. For three or four person rooms, beds will be made for this number of people. At some hotels, accommodation is provided in double rooms with additional beds (e.g. a convertible sofa), and the room might not have 3 or 4 separate beds. In the USA additional beds are usually not available, thus a three or four-person room will have two twin beds.
Any claims or complaints about the hotel, its rooms or services must be made immediately to the hotel’s reception, or the customer must contact Finnair Holidays customer service.
In accordance with international practices, check-in at the hotel should completed by about 3 p.m. on the day of arrival, and checkout by 12 p.m. on the day of departure. Check-in and checkout times may vary by hotel.
If the departure flight arrives at the destination during the night or morning following the day of departure, the reservation does not include accommodation for the arrival night. If you would like to reserve accommodation for the arrival night, please contact Finnair Holidays customer service. If the return flight departs after midnight, the price includes accommodation for the following day.
Hotels may ask for a credit card guarantee at check-in, even if the accommodation has been paid for in advance and the passenger has a hotel voucher. The card will only be charged if there are any additional costs (e.g. minibar), or alternatively the costs can also be paid with cash at checkout. If the passenger does not have a credit card, the guarantee can usually also be deposited with cash.
Young passengers should take into consideration that hotels might not accommodate minors travelling alone. Hotel chains in the USA in particular may deny a minor travelling alone as a customer. A person under 21 years of age is a minor in the USA. In other countries, the age may also vary by hotel chain between 18 and 23 years. Please check the age limits from Finnair Holidays customer service before making the reservation.
Availability depends on the route and schedule options of scheduled passenger airlines.
Airlines have the right to change flight schedules and routes prior to the trip and during it. In cases of flight delays or overbookings in the EU area, EU regulations regarding delays and involuntary denied boarding apply.
Flights must be used in the order indicated in the reservation. If the first flight is not used, all subsequent connecting and return flights will automatically be cancelled.
The airline is not responsible for connecting flights on different tickets. Airlines are not responsible for other airlines’ connecting flights when the flights are not on the same ticket. Any baggage must also be checked in again at the destination where the ticket changes.
Information and regulations regarding permitted items in baggage. You can find the instructions on https://www.tallinn-airport.ee/reisijale/pagas/reeglid-kasipagasile/; https://www.tallinn-airport.ee/reisijale/pagas/registreeritud-pagasi-reeglid/ and https://www.finnair.com/ee/gb/information-services/baggage
Airlines carry out wishes regarding seats and meals made at the time of booking to the extent of their ability. All airlines do not provide a free meal and drink service during their flights, nor do all airlines accept requests for special diets, even if they do serve a free meal during the flight.
Airlines, together with airport officials, determine the minimum connecting times at each airport and terminal. The international flight booking system that we use, which is maintained by airlines, does not permit a flight booking where the connecting time for a flight is less than the minimum connecting time. The booking system does not take a stand on occasional flight delays.