Agent support

The information below concerns voluntary changes. Check instructions about disrupted bookings under Flight disruptions.

Important!  

Related to payments for additional services or changes to NDC booking by Finnair Agent Info.

• If servicing of NDC bookings is limited due to missing NDC capabilities, as an exception to Finnair Payment Policy, it is allowed to use credit card in the name of travel agent to exchange or book additional services for ticketed NDC booking via Finnair Agent Info.  
  The exception is valid until 30 June 2024.
• It is not possible to process payments via BSP after Finnair Agent Info has booked the service or applied changes.

Void

Ticketed bookings can be voided free of charge on the same day before 10:45 PM GMT time for ARC and BSP sales. 

Additionally, in case of ARC sales (US market), if the reservation was made and tickets issued seven days or more prior to the flight's scheduled departure time, reservation can be cancelled and refunded within 24 hours from ticketing time without penalties. 

Void should be performed in the same booking tool where the booking was originally created or using our agency sales tool FAST.

Cancel

In case cancellation of the booking is not possible due not supporting this capability or errors, the following options can be used as an alternative:

• our agency tool FAST (requires prior registration)
• Contact Agent Info using our dedicated NDC Chat line at the bottom right corner of this page
• Contact Agent Info via phone, find contacts here.

Refund

In case refund of the booking is not possible due not supporting this capability or errors, the following options can be used as an alternative:

• Finnair agency sales tool FAST can be used as an alternative option to apply for a refund also for orders originally created using any other NDC platform. 
• BSP travel agents can apply for a refund via BSPlink refund application.
• US market ARC travel agents can apply for a refund using the refund form on Finnair.com. On the refund form, use option for direct customer and include as additional information: “ARC agent”. The refund payment will be settled through ARC-IAR reporting (with agency credit memo when form of payment is cash).

Note! Refunds cannot be processed via Agent Info or Finnair Manage Booking.

Exchange

To apply changes to the booking use below options:

• our agency tool FAST (requires prior registration)
• Contact Agent Info using our dedicated NDC Chat line at the bottom right corner of this page
• Contact Agent Info via phone, find contacts here.

Name change/correction or adding additional passenger information (e.g APIS)

Please use our dedicated NDC Chat line at the bottom right corner of this page – select “NDC Support” in the chat or contact Agent Info via phone, find contacts here. 

In case APIS elements were not added in the initial booking flow, passenger can also enter details anytime on Finnair Manage Booking page or at the check-in.

Ancillaries

Ancillaries can be purchased:

• Through our agency tool FAST (requires prior registration).
• By contacting Agent Info through our dedicated NDC Chat line at the bottom right corner of this page – select “NDC Support” in the chat.
• By the customer via Finnair Manage Booking page.

Special assistance and services (SSR)

Request special assistance for Passengers with Reduced Mobility (PRM) using webform or by contacting Agent Info latest 48h prior the departure.

Special services (SSR) can be added by contacting Agent Info through our dedicated NDC Chat line at the bottom right corner of this page – select “NDC Support” in the chat.

Finnair standard policy for flight disruptions apply, read here. 

All passengers are automatically re-accommodated and notified via SMS and/or e-mail about the disruption and next steps.

Note that no waiver codes are needed for exchange or cancellation after flight disruption.

Changes after flight disruptions

For customer-initiated free of charge changes, self re-accommodation can be done:

• Contact Agent Info using our dedicated NDC Chat line at the bottom right corner of this page
• Use Finnair Manage Booking page for re-accommodation
• Contact Agent Info via phone, find contacts here.

Cancellation

In case the passenger doesn´t accept the flight change and wishes to cancel, please use one of below options:

• Contact Agent Info using our dedicated NDC Chat line at the bottom right corner of this page
• Use Finnair Manage Booking page to cancel, note that check-in can also be cancelled here
• Contact Agent Info via phone, find contacts here.

Refund

After cancellation, IATA-BSP Agents should request the refund via BSPlink. Non-IATA agents should apply via refund form.