Consumer Ombudsman takes Finnair’s prolonged refund times to the Market Court – agreement reached to correct voucher policy

The Consumer Ombudsman is asking the Market Court to prohibit Finnair Oyj’s practice of failing to reimburse passengers for cancelled flights within the seven days required by the EU regulation. The Consumer Ombudsman demanded that Finnair amend its unlawful voucher policy, and Finnair agreed to do so.

Under the EU regulation, a passenger is entitled to reimbursement of the ticket price within seven days when the air carrier has cancelled the flight and the consumer has chosen reimbursement instead of re-routing.

Finnair’s refunds have shown widespread and prolonged delays. Refund times have stretched to weeks and, at worst, months. The Consumer Ombudsman intervened in Finnair’s long refund delays in 2024, but Finnair did not at that time commit to changing its policy. As the problems have continued into 2025, the Consumer Ombudsman is seeking an order from the Market Court to prohibit Finnair’s conduct under the threat of a 300 000 € fine.

The Consumer Ombudsman considers the seven‑day deadline set out in the regulation to be absolute. The deadline must be observed regardless of the circumstances, and refund times cannot be extended due to various air traffic disruptions, such as strikes.

Finnair amended its gift voucher policy at the Consumer Ombudsman’s demand

The Consumer Ombudsman also intervened in Finnair’s practice of providing standard compensation to passengers in the form of a voucher without asking the passenger’s consent. Finnair offered vouchers as compensation even to passengers who sought reimbursement for accommodation and meals they had paid for themselves, which Finnair would have been required to offer under the EU regulation.

Under the EU regulation, a voucher may be offered as the form of standard compensation only with the consumer’s consent. The Consumer Ombudsman found that compensating care-related costs with a voucher likewise requires the consumer’s consent.

Following negotiations, Finnair changed its policy so that a voucher is not the primary form of compensation and vouchers are not used as compensation without the consumer’s consent.

Finnair’s problems reflected in consumer contacts

Delays in Finnair’s refunds and problems with customer service have generated numerous contacts to the Consumer Advisory Services of the Finnish Competition and Consumer Authority. In 2025 Finnair was the company that generated the most consumer contacts to the Finnish Competition and Consumer Authority’s Consumer Advisory Services.

The Consumer Ombudsman is still reviewing Finnair’s practices for organising right to care. The Consumer Ombudsman has also sought an order from the Market Court to prohibit Finnair’s practice of rejecting passengers’ compensation claims as late without valid reason.