Flights once again became the most common topic in consumer contacts to the European Consumer Centre Finland (ECC Finland) in 2025. We received a total of 2,748 contacts, which was a 9% increase compared to 2024. One in five contacts concerned air travel. A total of 850 complaints were taken forward for mediation. In these cases, consumers most often had problems with Dutch, German, or Swedish companies. In addition to these countries, the most frequent enquiries also concerned domestic traders and those established outside the European Union.
The European Consumer Centre Finland provides advice and offers mediation assistance in situations where a Finnish consumer has a cross-border problem with a trader in another EU country, Norway, or Iceland. The European Consumer Centres also cooperate with the UK International Consumer Centre, meaning that assistance is available when the consumer’s counterparty is located in the United Kingdom.
Increase in mediation cases in Finland
Of the new contacts received in Finland in 2025, the majority – 1,898 – were enquiries where the consumer’s case was examined and guidance was provided, but the company was not contacted, and the case was not forwarded for mediation through the ECC-Net. Of these contacts, 21% concerned products and services purchased online, while 18% concerned air travel. The remaining product categories accounted for relatively small shares; for example, hobby equipment and games were the third largest product category (4%).
In enquiries concerning air travel, the most common issues related to flight cancellations and delays. In online services, particular emphasis was placed on health assessment services, as well as subscription cancellation services and CV services, where consumers often faced unexpected invoices.
In 2025, we handled 850 complaints concerning Finnish consumers that were taken forward for mediation within the ECC-Net. This was a 17% increase compared to the previous year. Of these complaints, the largest share (24%) concerned air travel, particularly delays and cancellations, as well as claims for standard compensation. The airlines most frequently involved in mediation were Norwegian, Lufthansa, KLM, and Air Baltic. Ten percent of the complaints concerned products and services purchased online, such as subscription cancellation, CV, and dating services.
In addition, in 2025, we received 196 mediation cases in which the consumer resided in another EU country, Norway, Iceland, or the United Kingdom and had a problem with a Finnish company. This represented a significant increase compared to 2024, when the number of such cases was 135. Air travel was also prominent in these cases, as the foreign consumers’ contacts most often concerned Finnair.
Full settlement the most common outcome in mediation
The aim of mediation is to reach an amicable settlement in a dispute between a Finnish consumer and a foreign trader, which most often means compensation for the consumer (for example, financial compensation or repair of a product). The European Consumer Centres seek to achieve settlement by negotiating directly with traders. Participation in mediation within the ECC-Net is voluntary for traders.
Of the 662 mediation cases concerning Finnish consumers that were concluded in 2025, 51% resulted in a full settlement and 5% in a partial settlement. In 30% of cases, no solution was reached because the trader did not accept the consumer’s claim, did not respond to the request sent to them, or could not be reached. In 4% of cases, the parties ultimately reached a solution independently.
The remaining cases were concluded for various reasons, including the consumer withdrawing from the process or not providing sufficient information for the mediation to proceed. Some of the mediation cases initiated in 2025 will only be resolved during 2026.
Significant increase in contacts across the network
The European Consumer Centres Network (ECC-Net) received more than 165,000 contacts from consumers in 2025, representing a 24% increase compared to the previous year. Air travel and various problems related to online shopping were the most common reasons for contact. The network has offices in 29 countries across Europe.