Finnair is currently processing compensation claims for flights cancelled at the end of May. Two cancelled Finnair flights displayed on the departure board at Helsinki-Vantaa Airport in Vantaa. Photo: Markku Ulander / Lehtikuva
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Finnair is taking far longer than legally required to refund passengers for cancelled flights, with some customers waiting months for compensation, according to both the airline and Finnish consumer authorities.
Under EU regulations, airlines must refund the ticket price for a cancelled flight within seven days. Finnair said the average time for a refund is currently between four and six weeks — well beyond the legal timeframe.
In some cases, passengers affected by cancellations in May are still waiting for their money. Others may not receive compensation until the autumn.
“We’re currently handling applications submitted in late spring,” the airline told Helsingin Sanomat in a written response. No spokesperson was made available due to the holiday period.
According to Rasmus Repo, a senior adviser at the Finnish Competition and Consumer Authority (KKV), a lengthy wait may not be acceptable.
“There is no formal deadline for most compensation types, but months-long delays do not sound reasonable,” Repo said.
KKV has received hundreds of contacts from Finnair customers this year, most involving delayed or incomplete compensation.
Finnair stated that the current backlog is due to an unusually high volume of claims. Travel disruptions caused by industrial action earlier this year affected over 300,000 customers, leaving the airline with four times the normal number of cases to process.
Refund processing depends on the type of compensation requested. Simple refunds for cancelled tickets, without additional costs, can sometimes be handled through the airline’s My Booking portal, using automation. Finnair declined to say how quickly these are processed.
All other claims, including compensation for meals, hotels, or rebooked travel expenses, must be submitted manually. These take on average 12 weeks to process, especially when receipts are involved.
In addition to direct expenses, passengers may also be eligible for fixed EU-mandated compensation of €250 to €600 for delays and cancellations, depending on flight distance and time lost. These payments can be automated in straightforward cases, but are subject to manual review when more complex.
Finnair has not provided a clear estimate for how long it will take to resolve the entire backlog.
“We’ve increased automation and strengthened our re
Source: www.helsinkitimes.fi
