The airline passenger is entitled to fair treatment in cases where flights are overbooked,
cancelled or delayed.
If a passenger is denied access to a flight because of overbooking or a flight is cancelled without
reasonable cause, the passenger is entitled to financial compensation and to be taken care of by the
airline. The passenger is also entitled to re-routing or to a refund of the ticket price.
If a flight is cancelled for exceptional reasons or there is a long delay, the passenger is entitled to be taken care of by the airline and to a refund of the ticket price (refund only if the passenger chooses not to fly). In case of cancellation the passenger is also entitled to re-routing.
In such cases the airline must always provide the passenger with written information of the alternatives. If an airline fails to meet these requirements the passenger may refer the matter to the municipal consumer adviser (kunnallinen kuluttajaneuvoja) or to the Consumer Disputes Board (kuluttajariitalautakunta).
LegislationEuropean Community legislation concerning air
passenger rights apply to scheduled flights and charter flights, domestic
and international flights and to all types of airline.
The Regulation (EC) No 261/2004 of the European Parliament and of the Council establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.
New poster on Air Passenger Rights published by the European Commission
New brochure published by the European Commission
Airlines and airports are committed to observing passenger rightsAirlines and airports have also voluntarily committed themselves to
observing passenger rights.
A brochure (pdf) covering these commitments is available at Finavia’s
Consumer ProtectionIn Finland
the Civil Aviation Authority is responsible, together with the Consumer
Agency and Ombudsman, for the implementation of the air passenger rights
EU Consumer Protection Cooperation (pdf)
Further information concerning passenger rights is provided by the Finnish Civil Aviation Authority by e-mail