Passenger rights

An airline passenger is entitled to care and possibly financial compensation if

• the flight is cancelled,
• the flight is delayed, or
• he/she is denied boarding.

The Finnish Transport Safety Agency (Trafi) handles complaints from business travellers. Private persons should address their complaints to the Consumer Disputes Board. Passenger rights are governed by EU Regulation 261/2004.

A complaint may be lodged for instance by using the EU Complaint Form for air passengers.

Business travellers should send their complaints by e-mail to the address kirjaamo(at)trafi.fi or by regular mail to: Finnish Transport Safety Agency, Registry, PO Box 320, FI-00101 Helsinki.

The standard compensation depends on the duration of the flight and how long it was delayed. If the passenger decides not to travel on that flight, he/she may choose between rerouting or refund of the ticket price.

If a flight is cancelled due to exceptional circumstances or is substantially delayed, passengers are entitled to care by the airline and to having their fare refunded. However, a passenger’s fare will only be refunded if he/she decides not to travel at all. The airline may also reroute the passenger.

If a passenger is denied boarding due to overbooking or if a flight is cancelled without justifiable reason, the passenger is entitled to financial compensation and to being cared for by the airline, and also to either a rerouting or a refund.

For more information on consumer protection for air passengers, see the website of the Finnish Consumer Agency.