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 Package Travel Act, valid as of 1 July 2018, the general terms and conditions of package travel (YME) and Finnair Holidays special terms and conditions shall apply for Finnair Holidays trips. These terms and conditions shall apply for package travel contracts concluded on and after 1 July 2018. The package travel contract, binding to the passenger, shall be concluded when the first payment ordered by the tour operator is paid on the due date at the latest (YME 3.1.). The responsible tour operator of Finnair Holidays is Oy Aurinkomatkat - Suntours Ltd Ab (hereinafter referred to as “Aurinkomatkat”) and they have issued an insolvency guarantee to the Finnish Competition and Consumer Authority against insolvency. The registration ID of Aurinkomatkat at the Finnish Competition and Consumer Authority is KuVi 164/88/MJ.

If the English version of Finnair Holidays special terms and conditions is contradictory to the Finnish text, the latter will be followed.

1    TERMS OF PAYMENT

The price of the Finnair Holidays trip must be paid in full when making the reservation or on a separately agreed due date. The webstore presents the available methods of payment for trip reserved online. A trip reserved by using customer service is paid with a credit card.

In these terms and conditions, the representative of the passenger group refers to the first passenger in the reservation. If the travel documentation of a paid and confirmed trip have not arrived via e-mail within 24 hours of placing the reservation, the passenger or the representative of the passenger group is obligated to contact the customer service of Finnair Holidays. The travel documents delivered via e-mail are the travel confirmation, confirmation for an electronic flight ticket, hotel voucher and vouchers for airport transfers and excursion if these services booked. The confirmation for an electronic flight ticket will be sent to each passenger to the e-mail address given in their contact details, while the rest of the travel documentation will be sent to the representative of the passenger group.

If the reservation process in the online service is interrupted and the travel confirmation and other travel documents for the paid reservation do not arrive in the e-mail addresses, the passenger or passenger group representative must immediately contact the customer service of Finnair Holidays.

The passengers are obligated to bring the travel confirmation and the most recent travel documents (confirmation for an electronic flight ticket and vouchers for accommodation and other vouchers for potential ancillary services) on their trip.

2    INFORMATION IN THE TRAVEL CONFIRMATION

The representative of the passenger group is liable for the reservations they have made and the accuracy of the information they have provided. After receiving the travel confirmation, they must check to ensure that the information is correct without delay. The names must correspond to the information on the passport or identity card used as a travel document. Any errors in the transportation and accommodation information and potential ancillary services for the travel days must be reported to the customer service of Finnair Holidays without delay. By paying for the trip, the representative of the passenger verifies the accuracy of the package travel contract and the binding package travel contract is concluded. Correcting errors or deficiencies at a later date may incur considerable expenses (for example, issuing a new flight ticket due to an incorrect name).

The representative of the passenger group is obligated to check that the reported contact details (mobile number and e-mail address) enable the operator to contact them before and during the travel. If the contact details are not up to date, the passenger or representative of the passenger group shall be personally liable for any damages and costs incurred by the changed information.

The passenger is liable for the documentation required during the trip in accordance with the tour operator’s instructions (passport, visa, vaccination certificates) and for checking that said documentation and other travel documentation contain the same information.

Find destination’s entry formalities instructions at https://www.finnair.com/fi/gb/information-services/before-the-flight/travel-documents/finnair-holidays.

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.

3    SERVICES INCLUDED IN THE FINNAIR HOLIDAYS TRIP PRICE

The flight transportation in Finnair Holidays is based on scheduled flights and the price is based on the price lists, exchange rates and regulations valid during the time of placing the reservation. The prices shall be valid from the moment of announcing them and they shall not apply to trips reserved before said date. We reserve the right to make changes to the prices before concluding the package travel contract. The valid prices are available at finnair.com/holidays.

Any taxes that can be paid before setting off on the trip shall be charged in the price of the trip. In a number of cities and tourist destinations, passengers are charged a tourist tax or fee at accommodations, the amount of which depends on the quality of the accommodation and the duration of the stay. These charges cannot be included in the price of the trip in advance as they must be paid directly to the accommodation service provider.

We reserve the right to increase the agreed trip price in accordance with section 8. of the general terms and conditions for packaged travel (YME 8.).

The basic price of a Finnair Holidays trip includes:

  • flight in the selected cabin class (economy or business) from the point of departure to the destination and back
  • at least one (1) checked baggage per passenger (maximum 23 kg) and carry-on baggage per passenger (maximum 8 kg) 
  • accommodation with potential meals at the destination
  • meals on intercontinental long-haul flights
  • travel documentation delivered via e-mail  

The basic price of a Finnair Holidays trip does not include:

  • service fees
  • meals on European and Middle Eastern flights
  • ground and connecting transportation in Finland
  • guide services at destination
  • airport transfers at destination
  • excursions at destination
  • meals, beverages accompanying meals and tips
  • passport and visa expenses
  • vaccinations
  • travel insurance
  • potential accommodation taxes and other authoritative fees collected at the destinations
  • potential authoritative fees collected at airports when leaving the country
  • mailing of travel documents

If you have any special requests concerning your reservations (for example, golf equipment, skis, wheelchair), please contact the customer service of Finnair Holidays well in advance before your trip.

The valid service price list is available at https://holidays.finnair.com/fi-en/service-charges.

4    PASSENGERS TRAVELLING WITH CHILDREN

An infant, a child under 2 years old, is not entitled to have an individual seat on the flight or an individual bed at the accommodation. If the infant needs an individual seat and bed, their reservation will be processed as the reservation of a child between the ages 2 and 11. If the infant’s second birthday coincides with the travel, they will be processed as a child and must have an individual seat on the flight.

When travelling with infants and children and wanting to confirm an extra bed for them, the availability of the extra bed must be checked from the customer service of Finnair Holidays. In the webstore, some hotels allow the reservation of a child’s accommodation without an extra bed, whereupon the child will share the bed with an adult in the same reservation.

Please visit Finnish Foreign Ministry’s web pages to get introductions what needs to take into consideration when travelling with children https://um.fi/parental-consent-for-a-child-s-holiday-travel. Under Finnish law, parents who have joint custody of a child must decide together about all matters concerning the child. One parent (or any other person) does not have the right to take the child abroad without the consent of the other parent or both parents. Transportation companies, accommodation providers and authorities at the destinations may also restrict the rights of children under the age of 18 to travel without a legal guardian. The travel requirements concerning underage passengers must always be checked with the authorities of the departure, destination and transit country as some countries have precise requirements for the permits.

Passengers under the age of 18 travelling without a parent or legal guardian must carry a parental consent signed by a legal guardian. The required form of the consent may vary. The consent is a document covering the details of the trip as well as the signatures and contact details of the guardians. The consent must be brought to the travel and presented to the authorities, transportation company, accommodation provider or other party when requested. Example of consent: https://www.finnair.com/go/documents/PDFs/letter_of_consent.pdf

5    CAMPAIGN DEALS

We reserve the right to target new reservations with campaign deals and offers. In this case, a new reservation refers to a reservation made during the campaign or offer period. The rules and instructions published for each campaign shall also be applied to campaign deals and offers. The deals and offers are personal and will not be granted in arrears.

6    CHANGE, TERMINATION AND THE RIGH OF WITHDRAWAL BEFORE THE START OF THE PACKAGE TRAVEL

Finnair Holidays trips are included in the package travels with special terms and conditions in which the costs for changes and termination is determined according to special regulations, such as the terms and conditions of reservations and sales of the airline and other travel service providers in the package travel that are binding to the tour operator. The transportation in Finnair Holidays trips is based on scheduled flights and the trips are individually compiled packaged travels not based on quotas obtained in advance.

Due to the special nature of the Finnair Holidays package travel, the terms and conditions of changes and termination are stricter than in the general terms and conditions of package travel (YME 4.4). Termination and changes are processed case-specifically. In the event of a change or a termination, the passenger must contact the customer service of Finnair Holidays without delay.

The confirmation of the flights and other travel services selected for the Finnair Holiday packaged travel is carried out automatically and immediately after the trip has been paid. The service providers’ terms and conditions of reservations and sales, binding to the tour operator, will enter into force at the same time. The terms and conditions of reservations and sales at most airlines and other travel service providers do not allow a reimbursement after confirming the reservation in the event of a change or a termination, whereupon the potential reimbursement may be quite restricted or not possible at all.

A service fee in accordance with the Finnair Holidays price list of service charges shall be charged as a reasonable fee for the work caused by terminations and changes in accordance with the general terms and conditions of packages travel and these Finnair Holidays special terms and conditions. The valid price list of service charges is available at https://holidays.finnair.com/fi-en/service-charges.

The tour operator recommends that the passenger obtain sufficient travel insurance cover for the passenger and the property, including cancellation insurance.  

6.1    Passenger’s right to terminate and withdraw the travel contract before the start of the package travel

The passenger shall have the right to terminate the packaged travel contract at any point before the start of the packaged travel. The termination fees to be charged is based on the actual expenses collected from the tour operator in accordance with the terms and conditions of reservations and sales of the scheduled flight ticket and other travel services. In addition to the termination fee, we shall charge a processing fee in accordance with the service charges price list of the tour operator to cover the expenses caused by the work. The valid price list of service charges is available at https://holidays.finnair.com/fi-en/service-charges.

In the event of a termination, reselling or alternative use of Finnair Holidays trips is not possible since the transportation is based on scheduled flights and the packaged travel is compiled individually. The maximum termination fee collected shall be the price of the package travel with any cost savings created by the cancellation reduced from the price. Upon the passenger’s request, the tour operator shall provide a clarification for the termination fees and the effects on the different parts of the package travel.

6.2    Passenger’s right to change and right to relinquish the packaged travel contract to other person before the start of the package travel

Before the start of the package travel, the representative of the passenger group who reserved the trip may change the reservation on behalf of the passenger group either alone or together with the passenger who is requesting the change. The passenger shall have the right to relinquish the packaged travel contract to another passenger who fulfils any terms and conditions concerning participation in the travel.

Due to the special nature of Finnair Holidays trips transportation is based on scheduled flights and compiled individually, relinquishing the packaged travel contract to another passenger or changing the passenger information will result in the cancellation of the flight ticket or other travel services and the reservation of a new ticket or other services.

Any incurred costs will be determined according to the date of the relinquish or change, availability, seating situation and prices. In addition, the costs will be affected by the actual expenses charged from the tour operator in accordance with the terms and conditions of reservations and sales of the scheduled flight ticket and other travel services as well as the processing fee in accordance with the service price list of the tour operator to cover the expenses caused by the work. The cost incurred by the transfer or change can be significant if the previous airline ticket or other travel services to be amended are not reimbursable, and the new flight or other service, such as accommodation, may be more expensive than the previous one (YME 7.2.). The valid price list of service charges is available at https://holidays.finnair.com/fi-en/service-charges.

If passenger uses the right for change and relinquish the package travel contract to another person by the terms in general package travel terms and conditions in the section 7. (YME 7.) tour operator will charge the costs from the changes or relinquish made and the service fees. The passenger is responsible of the fees caused by the change made. And the relinquisher and recipient of relinquish are jointly responsible of the fees caused by the relinquish of the package travel contract to another person caused.

7    LIABILITIES OF THE TOUR OPERATOR

Service providers, such as Finnair, accommodation, airport transfer and excursion reservation centers, are used for the packaging of Finnair Holidays trip. The responsible tour operator of Finnair Holidays, Aurinkomatkat, has concluded contracts with the service providers and is liable for ensuring that the passenger receives the services in accordance with the packaged travel contract they have purchased. Should the passenger not receive the services they have purchased, they must contact the customer service of Finnair Holidays at the time when they are entitled to receive the services in question.

The tour operator shall not be liable for any arrangements not included in the package travel contract, such as the realization of connecting transportation or conveyed separate services individually ordered by the passenger. The terms and conditions and transport of the airlines that issued the ticket and participate in the transportation and international aviation regulations shall apply to the airline tickets included in the package travel, the baggage transported on the flight and other services related to the transportation, such as in-flight meals.

The tour operator or travel service providers are entitled to provide the passengers with better arrangements than required by the reservation. However, they are not obligated to provide the same benefits to each passenger.

8    FAILURE OF THE TRAVEL SERVICES INCLUDED IN THE PACKAGE TRAVEL CONTRACT

Any failures in the package travel contract must be reported to the customer service of Finnair Holidays without undue delay.

Any claims for compensation must be presented in writing as soon as possible after the end of the trip. Claims for compensation can be submitted at https://www.finnair.com/fi/gb/information-services/feedback.

8.1    Compensation granted under the other legislations

In order to avoid overcompensation, compensation or price reduction granted under the general terms and conditions of package travel and these Finnair Holidays special terms and conditions the compensation or price reduction granted under other relevant Union legislation or international conventions will be deducted from each other.

Passenger is liable to inform tour operator for the compensation or price reduction granted from any other parties based on the same failure of the packaged travel.

9    RESPONSIBLE TOUR OPERATOR

Oy Aurinkomatkat - Suntours Ltd Ab Tietotie 9, PO Box 200, FI-01530 VANTAA, Finland, tel. +358 (0)10 446 441/exchange

Customer service, Finnair Holidays tel. +358 9 818 0810 (standard landline/mobile phone charge). See up-to-date opening hours at https://www.finnair.com/fi/gb/customer-care.

10    CONTROLLING AUTHORITY

Finnish Competition and Consumer Authority
Siltasaarenkatu 12 A, 00530 Helsinki, FINLAND
Tel. 029 505 3000
e-mail: kirjaamo@kkv.fi

These Finnair Holidays special terms and conditions were updated on 1 July 2018 and shall be valid until further notice. Finnair Holidays/Aurinkomatkat Oy - Suntours Ltd Ab reserves the right to change or restrict these terms and conditions of travel.

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 the Package Travel Act entered into force on 1 July 2009 and the General package tour terms and conditions (YVE), as well as the additional and special conditions specified below.

Finnair Holidays customer service: p. 09 818 0810 (local network and service charges 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 hotel
  • 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, pays 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/fi-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.

Changes and cancellations

General

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 (YVE).

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. 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. (YVE 4.2)

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. (YVE 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)
  • he 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 the National Institute for Health and Welfare’s website: www.thl.fi
  • news and information about any exceptional situations in the destination countries from the Ministry of Foreign Affairs of Finland’s website www.formin.fi

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 personally 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 under ‘Manage booking’ by entering the passenger’s family name and the flight’s booking reference.

The customer is responsible for arriving on time to the hotel, the agreed point of departure for the airport transfer and the meeting point for excursions, as indicated on the vouchers. Should the customer find any fault in the quality of a product or a provider’s service (e.g. flight delays, faults with hotels or other services), he must contact Finnair Holidays customer service as soon as possible after noticing the fault. The customer must follow any instructions, rules and regulations given by authorities, the tour operator, hotel, additional service provider or carrier regarding the realization of the trip.

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 Finland’s website: https://matkustusilmoitus.fi/

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 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 ask for a customer to interrupt an 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.

Airport transfers

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.

Complaints

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 1 June 2017 and are valid until further notice.

Important information about hotels and flights

Hotels

Availability is based on the information of an international hotel bookings centre. Hotel booking centres are responsible for the accuracy of hotel photos and descriptions. 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.

Flights

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.

Finnish aviation authorities provide information and regulations regarding permitted items in baggage. You can find the instructions on Finavia’s website www.finavia.fi.

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.