Help and contacts

Our feedback handling is currently congested and the average handling time is 2–4 weeks. We are sorry to keep you waiting.

Feedback and compensation

We appreciate your feedback and are here to assist you with your claims and other concerns. Your feedback is valuable to us in developing our services further. For more general topics, please check our frequently asked questions, or get assistance from our chat service at any time.

Retrieve previous feedback

Retrieve your previous feedback with your family name and case reference number, check the progress of your case or add additional documents.

Let us know about booking and travel experience

Share your experience, positive or negative feedback or concerns regarding our services.

Apply for a compensation for flight disruptions or baggage issues

Claim compensation for flight disruptions or baggage issues that occurred on past travels.

Apply for a refund of an unused ticket or service

Apply for a refund of an unused flight ticket or service purchased directly from our channels (Finnair.com, Finnair app or Finnair customer service).

Check our frequently asked questions or contact our customer care

Select this option to find the best way to contact us. Check our Frequently Asked Questions for more general queries or concerns or get help from our customer care via our chat service, over the phone or on social media.

If the passenger cannot reach an agreement with Finnair Customer Relations, the passenger may contact the local consumer body for inquiries. An Online Dispute Resolution platform has been set up by the European Commission which provides easy access to alternative dispute resolution (ADR). Please note, Finnair is not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint.

You can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website here. Under the subtitle ‘How to submit a claim to the CAA’ you will need to click on the link ‘Click here to access our online form’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.

Important notes

Flight disruptions:

Select "Submit a claim request for the flight disruptions or baggage issues".
If you'd like to claim compensation for flight disruptions under the EU 261/2004 regulation, kindly submit the claim request within two months after the disrupted flight date. Note that the standard compensation might not be paid if the flight disruption was caused by extraordinary circumstances, such as strikes, meteorological conditions, unexpected flight safety shortcomings and air traffic management decisions. Read more about Finnair Passenger Rights to get detailed information about EU 261/2004.

Baggage issues:

Select "Submit a claim request for the flight disruptions or baggage issues".
If you'd like to claim compensation for delayed or damaged baggage, please note that you need to have a WorldTracer number (the number marked on the delayed or damaged baggage report). Kindly check the Lost, delayed or damaged baggage page for more details.
Please make sure that you submit the compensation claim for the delayed baggage within 21 days after receiving the delayed baggage or contact your insurance company.
If your baggage is delayed on your return flight, we expect you to have your necessary items at home. This means that Finnair does not compensate for the cost of such items.

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