In the event of a problem, first contact the airline to ensure that your rights are respected. If the airline fails to offer the services or compensation agreed upon or stipulated by law, file a written complaint with the airline responsible for the flight in question at the earliest opportunity. The airline responsible for the flight is the airline that operates the flight, even if you have bought your ticket from another airline or travel agency.
If your flight is part of a packaged travel product, both the airline and the travel service provider may be liable for compensation. If necessary, you may file a complaint with both parties, but note that you can't be compensated for the same thing twice.
Complaints should be worded clearly and they should indicate who the claimant is, who the claim is against, what flight it concerns, what is being claimed and what the grounds for the claim are. You may use the form below. If your luggage is lost or damaged on a flight, refer to the instructions for filing a claim on the luggage page. Form for filing a complaint with an airline and/or a national supervisory authority
Should you need further assistance on your rights or who to turn to you may contact the following stakeholdes:
If you live in Finland but do not speak Finnish, please contact European Consumer Center Finland at ekk(a)kuluttajavirasto.fi or by phone tel 010 19 4676 between 9.00 – 12.00.
If you live in Finland and speak Finnish, please contact a consumer law advisor.
If you live outside Finland and wish to file a complaint about an incident that took place in Finland you may contact the European Consumer Center in your country of residence. Contact details for European Consumer Centers.
If the airline still refuses your claims, you can file a complaint with the authority responsible for supervising the matter in question. Complaints concerning an air passenger's rights under the relevant EC Regulation (cancellation of flights, delayed flights and denial of boarding) must be filed with the supervisory authority in the EU Member State in which the incident took place.
If the flight in question was from outside the EU to an airport in a Member State and the operating carrier is registered in an EU Member State, the complaint must be filed in the Member State in which the flight landed. The complaint must be written in English or in the language used in the Member State in question. If you are also claiming compensation for damages arising from cancellation or delays, keep in mind that many authorities in other EU Member States do not have jurisdiction regarding such claims due to the fact that they are based on legislation other than the EC Regulation on air passengers' rights.
Form for filing a complaint with a national supervisory authority Contact information for relevant supervisory authorities in EU Member States
Supervisory authorities in Finland: Consumer Disputes Board The Board issues recommendations concerning individual disputes in Finland. Consumer Agency The Consumer Agency supervises compliance with consumer protection legislation and consumer rights in general. The Consumer Agency supervises, among other things, the marketing and contract terms of airlines operating in Finland. The Agency does not process individual disputes. Finnish Transport Safety Agency (Trafi) Trafi is responsible for supervising safety in air transport. Business travellers may seek assistance from Trafi in case of problems.