Finnair policy for flight irregularities


Responsible airline

Flight delays and cancellations due to unexpected (technical, weather, etc.) reasons (< 72h):

  • Operating carrier is responsible for customer care and rerouting
  • Exceptions: JL 24 h and Air France 3 h

Flight cancellations and schedule changes due to commercial reasons (> 72 h):

  • Marketing carrier is responsible for customer care and rerouting

Please note that Finnair is not responsible if a customer misses a separate flight connection with another carrier (not oneworld) or a separate train, bus or ferry connection.

Delayed flight (< 72 h)

If the departure is delayed, we aim to inform the customer about the delay and new departure time via SMS. If the delay is long, we will provide refreshments or a meal.

In case the delay affects a connecting flight in Helsinki or at another airport, we will make all necessary arrangements to ensure that customers will get to the original destination with as little inconvenience as possible. In most cases, delays happen when the customer is already at the airport and therefore situations are handled by Finnair.

Cancelled flight (< 72 h departure)

Sometimes a scheduled flight cannot be operated at all. If a flight is cancelled, Finnair will look for an alternative flight and itinerary that enable customers to continue their trip as smoothly as possible. We inform customers about the cancellations via SMS. If the flight is cancelled, customers also have a chance to postpone their trip to another date in accordance with the validity of the ticket or get a refund for the unused ticket.

Unless there are specific instructions on Easy Hotspot or the fare used is an AJB fare, travel agencies need an authorization from Finnair to do involuntary changes to the ticket. Please contact Agent Help.

Involuntary reissue for AJB fares and carriers
How to do involuntary reissue?
Refund

Overbooked flight (< 72 h)

Like other airlines, we sometimes accept more bookings for our flights than there are seats on the aircraft. Using historical data on each flight we are able to estimate the number of no-show passengers and therefore it is rare for seats not to become available at departure. If it appears that the flight is very full, we look for volunteers to transfer to another flight already in the online check-in.

We don’t change customers’ tickets in advance but volunteers are asked to arrive to the airport and to the boarding gate normally. The gate agent will tell customers whether there are seats on the original flight, and give information about alternative flights if necessary. In these circumstances we offer suitable compensation and customer care for those who are willing to be flexible with their travel plans. Read more

Commercial cancellations and schedule changes (>72 h)

Commercial flight cancellations and schedule changes are carefully planned and they take place when there are more than 72 h to the flight departure. The aim is to do cancellations and schedule changes well in advance to minimize the inconvenience to the customers.

In commercial flight cancellations and schedule changes, the customer is normally booked to a new flight automatically. If there is no alternative flight, the customer does not accept the new flight or the new flight causes a mismatch with connecting flights, the customer is asked to contact travel agency or Finnair.

When a flight is cancelled, the customer is entitled to rebooking, rerouting, alternative transportation or full refund. When there is a schedule change, the customer is entitled to rebooking or rerouting if the new schedule causes mismatch with connecting flights, or in case of a major change in departure/arrival times, alternative transportation or full refund if:

  • The schedule change is at least 1 hour and the flight distance is less than 1,500 km
  • The schedule change is at least 1.5 hours and the flight distance is 1,500–3,500 km
  • The schedule change is at least 2 hours and the flight distance is more than 3,500 km

Unless there are specific instructions on Easy Hotspot or the fare used is an AJB fare, travel agencies need an authorization from Finnair to do involuntary changes to the ticket. Please contact Agent Help.

Involuntary reissue for AJB fares and carriers
Instructions for involuntary reissue
Refund

Compensations

According to EU regulations, passengers whose flights have been delayed for a long time may be compensated. When passengers reach their final destination three hours or more after the scheduled arrival time, they may claim fixed compensation from the airline. The customer can claim compensation by filling in a claim request on finnair.com.

Compensations are not paid in situations caused by extraordinary circumstances such as strikes, weather conditions, unexpected flight safety shortcomings or air traffic management decisions.

The customer is not entitled to compensation when he/she is notified of the flight cancellation:

  • at least 2 weeks before the flight
  • between 14 days and 7 days before departure, if re-routed with such flights that the departure takes place less than 2 hours before and arrival 4 hours after the original times
  • less than 7 days before departure, if the passenger is re-routed with departure less than 1 hour before and arrival 2 hours after the original times

See Compensations for overbooked flights

Involuntary reissue for AJB fares and carriers

Definition of AJB fare and AJB carrier

AJB, Atlantic Joint Business, is a joint business agreement between Finnair, American Airlines, British Airways, US Airways and Iberia, allowing the co-ordination of flight scheduling and prices. The agreement includes flights between North America (incl. Canada, Mexico, Puerto Rico and US Virgin Islands) and the EU (incl. Norway and Switzerland). In the Rule Application (RU) section in the fare notes is the text ‘TRANSATLANTIC FARES’.

When all of the below mentioned conditions are met, you can process the involuntary reissue:

  • The fare is AJB involving any of the operating or marketing AJB carriers.
  • There are no carrier-specific side-trips or add-on fares.
  • The ticket is issued on 105-stock.
  • The new flights is booked by an AJB airline or approved by an AJB airline. Usually this is the marketing airline's responsibility when it is more than 72 h before departure.
  • There is more than 72 h to departure.

For tickets issued on other stock than 105, please check corresponding carrier's policy. For all other scenarios, please contact your local Agent Help.

Refund

Whenever Finnair cancels a flight, the customer is entitled to a full refund for the unused ticket. Make full refund in the system or via a manual refund application in BSP due to flight cancellation:

  • Insert SROTHSYY- REFUND DUE XXX
  • Cancel all flights not to be used from the PNR
  • All EMD-coupons associated to flight coupons eligible for refund are to be refunded as well.

The customer can also get a refund if the delay is more than 5 hours or if the flight is no longer serving any purpose in relation to the passenger's original travel plan. Unless there are specific instructions on Easy Hotspot, travel agencies need an authorization from Finnair. Please contact Agent Help.


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