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Accessibility of Finnair app

Accessibility status

Welcome to the accessibility statement for the Finnair app! We aim to make our services more accessible for everyone and are working continuously towards improvement. Our design and development process for new features always takes accessibility as a starting point.

This statement describes the conformance of the Finnair app (iOS and Android) according to the Web Content Accessibility Guidelines (WCAG) that defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. 

The Finnair app is partially conformant and close to meeting WCAG 2.1, Conformance Level AA requirements. Partially conformant means that some parts of the content, for example, colour contrasts, do not fully conform to the accessibility standards. Some of the pages do not fully support assistive technology such as screen readers. Feedback on this evaluation is welcome. 

The latest accessibility statement was updated on 18 June 2021. The accessibility of the Finnair app has been audited by an external organisation. 

Information and features that are not fully accessible

Non-compliance with the Act on the provision of digital services 306/2019 (in Finnish). In general, these features listed below are the most prominent aspects of the application that do not fully conform to the accessibility requirements: 

  • Orientation
  • Text resizing
  • Contrasts in icons
  • Gesture used in purchases with Avios
  • Page titles and screen reader information

There is inaccessible content in the following features: 

  • Terminal maps
  • Finnair Plus programme
  • Upgrade to business class
  • Reserving a seat (Users can be directed to Finnair customer service and are able to make a call)
  • Pre-order a meal
  • Add an extra bag

The following features direct users to Finnair.com in a web view within the app (Some problems prevent screen reader users from using the features):

  • Book a flight
  • Check-in
  • Payments

You can see the detailed list of WCAG 2.1. non-conformant features at the end of this statement. We are regularly updating the list while continuously working on making these features accessible.

Transition periods 

The Finnair mobile app must comply with accessibility requirements as of 23 June 2021. According to the requirements, this statement must be available on 23 June 2021. As a responsible company, Finnair aims to meet the requirements as soon as practically possible. 

Give feedback

If you notice any inaccessiblility in our digital services, please let us know, and we will do our best to fix it. We always welcome and value your feedback on the accessibility of the Finnair app. If you encounter issues regarding accessibility or if you have any further questions on the topic, please contact us by email:

accessibility-feedback@finnair.com

Please write your message in English. We will respond to all accessibility feedback within 14 days.   

Regulatory authority

If you are dissatisfied with our reply, please contact the supervisory authority, the Regional State Administrative Agency for Southern Finland's Accessibility Control Unit:

saavutettavuus@avi.fi
Tel. (switchboard) 0295 016 000

General non-accessible features

In general, there are few aspects that do not conform to the WCAG 2.1. 

  • 1.3.4 Orientation: Application restricts the use to vertical orientation. (Android and iOS)
  • 1.4.3. Contrast (minimum): Icons in Finnair plus profile and in Tier benefits section do not have enough contrast. (Android and iOS)
  • 1.4.4. Resize text: Texts cannot be resized in the iOS application. Android allows text resizing, but some content is lost on the larger font sizes.  (Android and iOS)
  • 2.5.1. Pointer gestures: Payments with Finnair Plus points are not accessible. They require slide confirmation, which cannot be performed with screen readers. For example reserving seats, selecting meals, purchasing extra bags. (Android and iOS)
  • 2.4.2. Page titled: Most of the views in the application are missing titles. (Android and iOS)

Launch view

Launch view is shown to you the first time you open the application. Launch view is mostly accessible.

  • 2.2.2. Pause, Stop, Hide: No possibility to stop the video in the launch view. (Android and iOS)

Login

      You are able to log in with your e-mail address or Finnair Plus membership number and a password. Login is mostly accessible.

  • 4.1.2. Name, Role, Value: Log in button has no role and is dimmed regardless of input. Using the "disabled" ARIA label makes the button visible to the screenreader but state disabled. Password edit box is missing a name. Talkback screen reader just states "Edit box". (Android)

Application settings and preferences

Application settings and preferences are mostly accessible. From application settings, you are able to change application language and your cookie settings.  

  • 4.1.2 Name, Role, Value: Language selections do not have an accessible role or state.

Reset password

You are able to reset your password from the login view. A new password will be sent to your phone number as an SMS. Resetting a password is mostly accessible. 

  • 2.4.2. Page titled: Reset password view is missing a name or title. (Android and iOS)
  • 3.3.2. On Input: Reset button changes invisible to screen reader after opening family name field. (Android and iOS)
  • 3.3.1. Error Identification: The input error fields are not visible to screen readers in Android. (Android)
  • 4.1.2. Name, Role, Value: Password edit box is missing a name. Talkback screen reader just states "Edit box". (Android)

Add a journey

You can add your booked journey to the application through this feature. Adding a journey is mostly accessible. 

  • 1.3.1 Info and Relationships: Booking reference edit boxes are missing the Booking reference label. Each character of the reference number is on a separate field and focus moves automatically between them. A screen reader user doesn't know this and, for example, reading the whole reference number or deleting marks needs focus changes. (Android and iOS)
  • 1.4.1 Use of Color: The erroneous input fields are only announced by changing the title colour. (Android and iOS)
  • 2.4.3. Focus order: Family name does not get focus before "Booking reference" is filled in. For a screen reader user, it seems that the view only has 6 edit box inputs without a name. (Android and iOS) 
  • 3.3.1. Error Identification: When an erroneous Booking Reference or User Surname is given, the error text is not automatically announced by screen readers. (Android and iOS) 
    • If the users' network is down/not connected to Wifi, the error message appears as text under the title. Screen readers are not able to read it as new content and the users do not get the error information unless they are able to move the focus to the text field. (Android and iOS)

Important messages

The application gives important information to you regarding new policies and changes in flights. This information is for most parts accessible. 

  • 2.4.4. Link Purpose (In context): "Read more" link does not tell that it is linked to other sources (Finnair.com). (Android and iOS)
    • In "Safe travel during coronavirus" info screen, the button does not tell to the screen reader that it leads to other sources (Finnair.com) (Android and iOS)
  • 3.3.2. Labels or instructions: In the "Direct marketing" view, the checkbox for accepting the changes is missing a label and a name. A screen reader reads "Button, button". Users do not understand it needs to be checked or the current state. (Android and iOS)
    • What’s new view:  Be early at the airport button has a missing label. (Android and iOS) 
    • Link "Finnair plus card is now digital" has a missing label. (Android and iOS)

Discover

Discover view gives you suggestions of travel destinations and a direct way to book tickets to them. Discover view is partially conformant with accessibility requirements. 

  • 2.4.3. Focus order: In the Discover section, screen reader focus moves from the "Book a flight" button to the menu, missing the Page indicator. (Android)
  • 2.5.1. Pointer gestures: Navigating between Discovery pages happens only by a two-point swipe, as the page navigation component is not visible to the screen reader (Android). For iOS Voiceover, it is visible, but not operable. (iOS)

Contact us

You can contact Finnair customer service through chat, e-mail and feedback form. Contact us is mostly accessible. 

  • 3.3.2. Labels or Instructions: Contact types (Chat with us, Contact Customer Service, Send Feedback) and email subject types in the Send Feedback are missing a role. (Android and iOS) 
  • 3.2.2. On Input: When starting a chat, on the Journey selection, users are not able to close the Journey selection menu with a screen reader. (iOS)

Book a flight (inaccessible)

You are able to book flights and select extra services through the application. Booking a flight directs you to Finnair.com in a web-view that is not fully accessible. Non-accessible features of Finnair.com are listed on the Accessibility of Finnair.com page.

  • 2.4.2. Page titled: Android screen reader says "Trip details Finnair" as a page title. This should be "Find and Book flights" for consistency. (Android and iOS) 

Flight Information

You are able to read the details of your coming flight in the application. Making extra orders is also available through the application. Flight information is partly accessible. 

  •  3.3.2. Labels and Instructions: "Upgrade to business class", "Reserve your seat" and "Purchase extra bag" are not identified as buttons by screen readers. (Android and iOS)

Boarding pass

You are able to get and show your boarding pass through the application. Currently, boarding passes are only available in English. Boarding passes are mostly accessible. 

  • 1.3.2. Meaningful sequence: Boarding pass fields are announced in the wrong order  (Android and iOS)
  • 2.4.2. Page titled: Boarding pass is missing a title. (Android and iOS)
  • 2.4.5. Multiple ways: When there are multiple boarding passes available, navigating back is not possible with screen readers. (Android and iOS)

Reserve a seat (inaccessible for screen readers)

When you have a flight approaching in the application, you are able to reserve your seat through the application. Reserving a seat in the mobile application is not accessible for screen reader users. We ask screen reader users to contact customer service to reserve their seats. 

  • 1.3.3. Sensory characteristics: TalkBack screen reader navigates the seats in a logical order. However, as the seats do not have any information available to screen readers, users are not able to understand what happens. The current focus is only presented visually. (Android and iOS)
  • 1.4.1. Use of colour:  Unavailable seats are only indicated by grey colour. (Android and iOS)
  • 1.4.3. Contrast (Minimum): Unavailable seats and selected seat icons do not have sufficient contrast. (Android and iOS)
  • 3.3.2. Labels or instructions: With VoiceOver, the seat selection component is skipped. VoiceOver does not give any information on the component. (Android and iOS)

Pre-order a meal

If your flight has meals available, you are able to pre-order them through the application. Pre-ordering meals is accessible with Android and not accessible with iOS.

  • 1.3.2. Meaningful order: Screen readers present the price info in the wrong order. (Android and iOS) 
  • 2.4.2. Page titled:  Select a meal view is missing a name. Screen readers give no instruction on the context until users move to the first item. Then it says "Starting from". (Android and iOS)
  • 2.4.3. Focus Order: In iOS, the “select” button does not get focus when navigating with screen readers. Users are not able to select a meal with iOS. (iOS)
  • 2.4.4 Link Purpose (In Context): Screen readers do not give information that from the menu card by clicking you can read the detailed information.  
  • 2.5.1. Pointer Gestures: Slider to confirm the payment with Finnair Plus points is not accessible. The confirmation cannot be done while Talkback/VoiceOver is on. (Android and iOS) 

Add extra bags

You can purchase extra bags for your flight and order through the application. Adding extra bags with Finnair Plus points is inaccessible. Payment with a credit card directs to Finnair.com where you are able to make a purchase. Accessibility conformance of Finnair.com is described on the Accessibility of Finnair.com page.

  • 1.3.1. Info and Relationships: Finnair logo on "Select payment method" is clearly for decorative purposes, so should be made invisible to screen readers. (Android and iOS)
  • 1.3.2. Meaningful Sequence: Screen readers read price information and Finnair Plus Points in the wrong order. (Android and iOS)
  • 2.4.2. Page Titled: "Add an extra bag" and "Select payment" view is missing a title.
  • 2.5.1. Pointer Gestures: Slider to confirm the payment with Finnair Plus points is not accessible. The confirmation cannot be done while using screen readers. (Android and iOS) 

Add to calendar

Add to calendar directs you to the mobile device calendar. Add to calendar is accessible. 

Join Finnair Plus programme

You are able to join Finnair Plus programme from the application. Joining is partly accessible. 

  • 1.1.1 Non-text content: "Join Finnair Plus" view has the wrong name. Screen readers say “Login”. After successful registration, the "Welcome onboard" view is missing a name. Screen readers say "Log in". (Android and iOS)
  • 3.3.2. Labels or Instructions: All the fields in the form are missing a name and filling instructions. Screen readers just say "Edit box". Information fields, such as "Your password should be 8-32 characters..." are not visible to screen readers. (Android and iOS) 
  • 3.3.1. Error Identification: The error messages after erroneous input are not visible to screen readers. (Android and iOS)

Finnair Plus profile

You can check collected points, your membership information and your current tier from Finnair Plus profile. Finnair Plus profile is only partly accessible. 

  • 1.4.3. Contrast (Minimum): Information icons in the profile do not have sufficient contrast. (Android and iOS)
  • 2.2.4. Page Titled: Finnair plus member view does not have a name or title. (Android and iOS)
  • 2.4.3. Focus Order: Settings menu does not get focus after the "Menu button", which would be the meaningful order. It gets focus only after the "Log out" button. (Android)
    • In Point Balance view, Transaction history is navigated column by column, which makes the sequence impossible to understand. (Android and iOS)
  • 2.4.4. Link Purpose (In context): Member number can be copied by clicking, but the action is not described to screen reader users. (Android and iOS)
  • 2.4.6. Headings and Labels: Member number is missing a label, the number is read out loud as a number by screen readers, without mentioning that it is a member number. 
    • QR code, Barcode and Point Balance views are missing a name. (Android and iOS)
  • 3.3.2. Labels and Instructions: Open/Collapse button is not marked as a button for screen readers. (Android)
    • Open/Collapse button is marked as "arrow down small white, button". User does not realise it opens new content as the state is not marked. (iOS)
    • "Settings menu" button is not labelled, screen reader says "Button". (Android and iOS)
    • "Closing" button is "Unlabelled". (Android and iOS)
  • 4.1.2. Name, Role, Value: Finnair Plus member number is missing a label that describes it as a member number. Screen readers read out the number without explanation. (Android and iOS)

Payments

All the payments in the application direct you to a web view. The payment web view is partly accessible, currently payments with Finnair Plus points are not accessible. Accessibility conformance of Finnair.com is described on the Accessibility of Finnair.com page.

  • 2.5.1. Pointer gestures: Payments with Finnair Plus points are not accessible. They require slide confirmation, which cannot be performed with screen readers – for example reserving seats, selecting meals, purchasing extra bags. (Android and iOS)

Finnair Shop

You are able to make pre-order purchases through the application. Pre-order shopping directs you to the Finnair Shop and its web view is partly accessible.

  • 1.3.2. Meaningful Sequence: Screen readers navigate the price info on top of the header picture in a wrong order. (Android and iOS)
  • 1.3.3. Sensory Characteristics: Screen readers do not give information that from the menu card by clicking you can read the detailed information. (Android and iOS)
  • 2.5.1. Pointer Gestures: Slider to confirm payment with Finnair points. The confirmation cannot be used while screen readers are on.  (Android and iOS) 
  • 3.3.2. Labels or Instructions: Buttons in the header are missing labels. "Search", "Shopping basket", "Profile"  (Android and iOS) 

Check in (inaccessible)

You are able to check in for your flight through application. Check in directs you to Finnair.com in a web view that is not fully accessible. Accessibility conformance of Finnair.com is described on the Accessibility of Finnair.com page.

Get to the airport

Get to the airport directs you to the mobile device maps for navigating to the airport. Fully accessible.  

Terminal maps (inaccessible)

Terminal maps are not accessible. The map components are out of WCAG 2.1. AA scope. 

Business upgrade (inaccessible)

Currently, Business upgrade is not accessible, because the confirmation can only be done by sliding gesture.

  • 2.5.1. Pointer gestures: Payments with Finnair Plus points are not accessible. They require slide confirmation, which cannot be performed with screen readers. (Android and iOS)

Access Nordic sky while on flight

You are able to use Nordic sky internet access on board if it has been purchased or included in your Finnair Plus tier benefits. Nordic sky is mostly accessible. 

  • 1.3.2. Meaningful Sequence: When users select "Join" from the modal window, the modal stays on top, if the connection is not made. Error message appears on the view below, but that is not visible to the screen readers. Users are only able to navigate to that and get the information by selecting "Cancel". (Android and iOS)

Lounge access

Lounge access is currently out of use due to pandemic restrictions. Lounge access will be made available as the situation improves. 

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