1. Filing a complaint to an airline representative
In the event of a problem, first contact the airline to ensure that your rights are respected. If the airline fails to offer the services or compensation agreed upon or stipulated by law, file a written complaint with the airline responsible for the flight in question at the earliest opportunity.
If your flight is part of a packaged travel product, both the airline and the travel service provider may be liable for compensation. If necessary, you may file a complaint with both parties, but note that you cannot be compensated for the same thing twice.
Complaints should be worded clearly and they should indicate who the claimant is, who the claim is against, what flight it concerns, what is being claimed and what the grounds for the claim are. If you wish, you may use the form below for assistance.
The Complaint Assistant
Forms (option for the Complainant)
Form for filing a complaint with an airline and/or national supervisory authority
If your luggage has been lost or damaged on a flight, please see the instructions for filing a complaint on Luggage.
2. Contact the Customer Advisory Service
If a complaint to the airline does not bring the desired result, contact the Consumer Advisory Service, which
- provides advice and mediation assistance when the matter involves an airline with an office in Finland, or the flight in question departed from Finland or was bound for Finland from outside the EU.
- provides an opinion on which supervisory authority the matter should be referred to
- advises the passenger to contact the European Consumer Centre, which provides advice in disputes involving a foreign airline without an office in Finland, or when a non-Finnish customer files a complaints against a Finnish airline.
3. Report the matter to the authority responsible for the matter
If the airline still refuses your claims, you can file a complaint with the authority responsible for supervising the matter in question. Complaints concerning an air passenger's rights under the relevant EC Regulation (cancellation of flights, delayed flights and denial of boarding) must be filed with the supervisory authority in the EU Member State in which the incident took place.
If the flight in question was from outside the EU to an airport in a Member State and the airline is registered in an EU Member State, the complaint should in the first instance be filed in the Member State in which the flight landed. The complaint should be written in English or in the language used in the Member State in question.
If you are also claiming compensation for damages arising from cancellation or delays, keep in mind that many authorities in other EU Member States do not have jurisdiction regarding such claims due to the fact that they are based on legislation other than the EC Regulation on air passengers' rights.Form for filing a complaint with an airline and / or a national supervisory authority
Contact information for relevant supervisory authorities in EU Member States
Supervisory authorities in Finland: