As a result of negotiations with the Finnish Consumer Ombudsman, travel agency SRG Finland has waived the collection of handling fees when an airline cancels a flight and returns the money paid for it to the customers. The travel agency also made a commitment to fulfill the requirements of the consumer representative not to charge a processing fee in certain situations in the future.
Oy SRG Finland Ab is part of the Swedish Etraveli group, and it maintains several booking portals, such as supersaver.fi, travelstart.fi, fi.mytrip.com and seat24.fi. Consumers can buy airline tickets through the sites, among other things.
The Consumer Ombudsman intervened in the travel agent SRG Finland’s practice to charge a handling fee to customers when a flight is cancelled. Finnish Competition and Consumer Authority’s press release April 20th, 2023.
Consumer Ombudsman’s decision: The responsibility of the travel agency and the unreasonableness of charging a handling fee in connection with the refund of the price of the airline ticket (in Finnish). Finnish Competition and Consumer Authority March 21st, 2023.