News for travel agents

Adjustments to Finnair traffic due to coronavirus - UPDATED 11AUG

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Published Updated

All news and instructions related to coronavirus will be gathered here.
Previously published guidelines for flights to/from Milan and Greater China (incl HKG) are all collected here in chronological order.

We have published FAQs about corona virus on Finnair Blue Wings: https://www.finnair.com/en/bluewings/travel-experience/most-common-questions-about-coronavirus-and-flying-with-finnair-2053272
 

2.4.2020 12.20 EET
updated 3.4. at 12.50 EET: guidelines apply to Finnair operated and marketed flights on Finnair ticket.
update 4.5: Flexible change policy for all new bookings extended until 30 June.
 

UPDATED REBOOKING AND REFUND POLICIES DUE TO CORONAVIRUS

This update replaces all previous policies and guidelines; please read carefully as we have added more flexibility to all new bookings.

Please note that all the cancelled flights have now been processed in the GDS and only those flights which we will operate are active. You can check our traffic plan for April-June 2020 here on our website where we have gathered all essential information to our customers.
 

PLEASE FIND BELOW OUR REBOOKING POLICY, PAY EXTRA ATTENTION TO WHEN THE ORIGINAL TICKET WAS ISSUED:

Tickets issued by 8th of March 2020 (updated 11Aug)

  • One change Multiple changes without a change fee for travel until 30th of November 2020 (travel must be completed by 30NOV20)
  • Finnair operated and marketed flight on Finnair ticket
  • Rebook into the same booking class as the original flight or lowest available in the same cabin
  • Ticket revalidation permitted
  • Rerouting not permitted
  • Change must be made by 30th of November 2020
  • Applies to all ticket types (Light, Value, Pro etc.)
  • OS AY CHANGE OF TRAVEL DUE TO CORONA must be added to all changed bookings

Tickets issued between 9th - 30th of March 2020

  • Multiple changes allowed without a change fee for travel until 30th of November 2020 (travel must be completed by 30NOV20)
  • Finnair operated and marketed flight on Finnair ticket
  • All changes must be made before the departure of the original flight
  • Rebook into the same booking class as the original flight or lowest available in the same cabin
  • Ticket revalidation permitted
  • Rerouting not permitted
  • Change must be made by 30th of November 2020
  • Applies to all ticket types (Light, Value, Pro etc.)
  • OS AY CHANGE OF TRAVEL DUE TO CORONA must be added to all changed bookings

Tickets issued between 1st April - 30th of June 2020

  • All new tickets issued between 01APR-30JUN will automatically have a flexible penalty rule and the penalty fee for changes is waived.
  • Finnair operated and marketed flight on Finnair ticket
  • Change must be made latest 7 days before departure, if change is made less than 7 days before departure the change conditions follow the original ticket rules.
  • New flights must be within original ticket validity.
  • Additional collection may apply if a higher booking class is used when rebooking, additional collection shall be collected.
  • If possible, always use ATC (Amadeus Ticket Changer) when making changes to tickets issued between 01-30APR so that the possible additional collection and waiving the penalty is correct.
  • When making the change in another GDS than Amadeus (outside ATC) or manually, pay extra attention to the possible additional collection mentioned above.
  • No additional PNR elements (eg. OS AY CORONA element) are needed for tickets issued for these changes.

These above-mentioned rebooking rules – regardless of the date when the ticket was issued – apply to Finnair operated and marketed flights. These rules also apply to individual Tour Operator bookings using TO fares, but they do not apply to Finnair Holidays, Aurinkomatkat/Suntours or Group bookings.

NB! Customers holding a ticket to/from Tokyo Narita (NRT) between 3rd of May – 30th of June can be rebooked to Tokyo Haneda (HND), travel restrictions permitting.
 

PLEASE FIND BELOW OUR CANCELLATION POLICY:

In case the booked flight was cancelled

  • Full refund or postpone travel (see the change policies above and pay attention to the date when the ticket was issued)

In case the booked flight is still operating

  • Refund according to ticketed fare rules or postpone travel (see the change policies above and pay attention to the date when the ticket was issued)

Customers affected by local government restrictions (for example, passenger unable to enter the country due to travel ban but flight still operating)

  • Full refund or postpone travel (see the change policies above and pay attention to the date when the ticket was issued)

The fastest way to get refund is to process the refund directly via your own GDS system. If that is not possible, please issue a Refund Application via BSPlink for Finnair.

If you are not able to calculate the refund value, you may put a value what you think is close to correct one into the BSPlink Refund Application. When the Refund Application is handled, correct refund value is adjusted before payment.

Unused portion of the ticket or an ancillary service will be refunded in full when the flight has been cancelled due to an involuntary reason (e.g. disruption due to coronavirus). Administrative refund handling fee with refunds due to coronavirus (and other involuntary situations) is waived.
 

All cancelled flights are now updated as UN/UC/HX status in the GDS. You may proceed to refund the ticket. Please remember to add OS AY REFUND DUE TO CORONA to all refunded bookings. In case it is not possible to insert OS element, please use RM (remark) instead.

Refunds of ancillary services on EMDs will be processed via refund application.

Refunds can be processed also after the ticketed departure date, most preferably by the end of 2020

Due to high coronavirus related refund application volumes we currently have delays in the refund processing. Our average handling time is currently approximately one month but the refund may take up to 8 weeks. We apologize for the delay.

26.3.2020 17.10 EET
The situation of flights to be operated in the upcoming weeks is constantly changing. The most convenient way to observe the situation is by following our travel updates at https://www.finnair.com/en/flight-information/travel-updates. Here you can find a full list of cancelled flights and a traffic plan for April-June 2020.

At https://www.finnair.com/int/gb/information-services/flights/flightslist you can find real time info about departing and arriving flights. Information is updated every 5 minutes.
 

As 23.3. mentioned, we intend to start flying to Haneda airport from 3 May, if the travel restrictions permitting. Customers holding a ticket to/from Narita between 3 May – 30 June can be rebooked to Haneda.

23.3.2020 17.50 EET
We will cancel several flights this week to/from Kittilä, Kuusamo and Ivalo. We will fly some flights to Kuusamo, Ivalo and Kittilä until Sunday to bring customers home.

Flights to/from Kittilä, Kuusamo and Ivalo are cancelled from Monday 30 March onwards. We recommend customers who are returning home to book or transfer their flights to these existing flights.

Rovaniemi will be in the traffic plan after Sunday. It is also included in our traffic plan from 1 April onwards.

The following policies will apply

Homebound customer:

  • Finnair operated and marketed flight on Finnair ticket
  • Postpone the trip so that the return flight is latest November 30, 2020
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Change of AY origin/destination for cancelled flight permitted within Finland. Extra ground expenses are not covered by Finnair.
  • Partial or full refund
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA
  • Separate 105-ticket in connection with cancelled flights also OK to refund

Customers starting the journey

  • Finnair operated and marketed flight on Finnair ticket
  • Postpone the trip so that the return flight is latest November 30, 2020
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Rerouting not permitted
  • Change of destination not permitted
  • Partial or full refund
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA
  • Separate 105-ticket in connection with cancelled flights also OK to refund

23.3.2020 12.30 EET, updated 23.3. 17.50 EET (ticket issued by... removed)
updated 26.3. 17.10 EET: rebooking permitted from Narita to Haneda

Due to travel restrictions in Japan we are cancelling our flights to Tokyo from 26 March. We will fly to Narita airport form Helsinki on Wed 25 March and back to Helsinki on 26 March.

We intend to start flying to Haneda airport from 3 May, if the travel restrictions permitting. Customers holding a ticket to/from Narita between 3 May – 30 June can be rebooked to Haneda.

The following policies will apply

Homebound customer:

  • Finnair operated and marketed flight on Finnair ticket
  • Postpone the trip so that the return flight is latest November 30, 2020
  • Rebook into the same class as the original flight or lowest available in the same
  • cabin
  • Rerouting permitted using oneworld carriers
  • Change of destination permitted within the same country. Extra ground expenses are
  • not covered by Finnair.
  • Partial or full refund
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA
  • Separate 105-ticket in connection with cancelled flights also OK to refund

Customers starting the journey

  • Finnair operated and marketed flight on Finnair ticket
  • Postpone the trip so that the return flight is latest November 30, 2020
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Rerouting not permitted
  • Change of destination not permitted
  • Partial or full refund
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA
  • Separate 105-ticket in connection with cancelled flights also OK to refund

20.3.2020 14.40 EET
We know that many of our customers are worried if they can get back home due to the coronavirus situation. We do our best to carry them home from their destination in this difficult situation. We have added flights from the most popular destinations. 
We fly extra flights from Malaga and Canary Islands to Finland for example. Also, in April-June we continue to fly some routes provided that there will not be further travel restrictions from the authorities, see our traffic plan here.

If a customer is travelling with a pet, we’ve added availability for our flights from Malaga. Please contact our agent help desk to confirm the pet travelling.

Getting our customers home is our priority. If you have homebound customers and there are no alternatives for rebooking them on AY or oneworld carrier flight, please contact our agent help desk.

17.3.2020 17.50 EET
REFUNDS

We kindly want to remind that refunds can be processed also after the ticketed departure date, most preferably by the end of year 2020.

For Travel Agents fastest way to get refund is to process refund directly to their own GDS-system. If that is not possible, please issue Refund Application via BSPlink for Finnair.

If you are not able to calculate refund value, you may put value what you think is close to correct one into BSPlink Refund Application. When Refund Application is handled, correct refund value is adjusted before payment.

Unused portion of the ticket or ancillary will be refunded in full when the flight has been cancelled due to an involuntary reason (e.g. disruption due to coronavirus). Administrative refund handling fee with corona refunds (and other involuntary situations) is waived.
 

Due to high number of affected flights, all cancelled flights may have not been yet updated as UN/UC/HX status in the GDS’s. If the flights status is still confirmed but is on the list of cancelled flights, it is okay to remove the flight from the booking to proceed to refunding the ticket. No additional remark by AY is needed in this case.

Please remember to add OS AY REFUND DUE TO CORONA to all refunded bookings.

Refunds of ancillary services on EMDs will be processed via refund application.

Due to high coronavirus related refund application volumes we currently have delays in the refund processing. Our average handling time is currently approximately one month.

16.3.2020 at 15.15. EET, updated 18.3. at 10.00 EET; flexibility to reservation changes for flights booked before 30 April extended to cover individual TO fares.
Updated 18.3. at 21.50 EET; rerouting allowed for homebound passengers when a flight is cancelled.

For clarity, please see below Finnair’s customer policy in a nutshell.

Some exceptions may apply depending on the destination, which can be found in previously published guidelines.

In case a flight is cancelled: Full refund or postpone travel until 30 November 2020*.

In case a flight is still operating: Refund according to ticketed fare rules or postpone travel until 30 November 2020**.

Customers affected by local government restrictions: Full refund or postpone travel until 30 November 2020*. For example, passenger unable to enter the country due to travel ban or quarantine but flight still operating.

*The following policies will apply in case a flight is cancelled

Homebound customer:

  • Finnair operated and marketed flight on Finnair ticket
  • Tickets issued by 16 March 2020
  • Postpone the trip so that the return flight is latest November 30, 2020
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Rerouting permitted using oneworld carriers
  • Change of destination permitted within the same country. Extra ground expenses are not covered by Finnair.
  • Partial or full refund
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings
  • Separate 105-ticket in connection with cancelled flights also OK to refund

Customers starting the journey:

  • Finnair operated and marketed flight on Finnair ticket
  • Tickets issued by 16 March 2020
  • Postpone the trip so that the return flight is latest November 30, 2020
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Rerouting not permitted
  • Change of destination not permitted
  • Partial or full refund
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings
  • Separate 105-ticket in connection with cancelled flights also OK to refund

** Customers can change their travel date flexibly without a change fee and travel until 30 November, 2020, if:

  • Ticket issued by 30 April 2020
  • Original travel date is latest on 30 November 2020
  • Finnair operated and marketed flight on Finnair ticket
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Ticket revalidation permitted
  • Rerouting not permitted
  • Change made by 30 November 2020
  • Applies to all ticket types
  • OS AY CHANGE OF TRAVEL DUE TO CORONA must be added to all changed bookings

6.3.2020 9.30 EET, updated 14.00 EET (dates for cancelled flights specified)
Updated 23.3. 12.30 EET, Tokyo operating dates added

We are making substantial adjustments to our traffic and will reduce approximately 90 per cent of our normal capacity, compared to 2019, starting from the beginning of April 2020 until 30 June.

We start transitioning to the limited network immediately and will cancel several flights already from 16-31 March.

As of 1 April, we operate the routes listed below, with a limited number of weekly frequencies, provided that there are no additional travel restrictions set by the authorities. 
All flights on other routes are cancelled and it will take some time, even several weeks, for cancelled flights to be updated in GDS. If the sales is closed, the flight will be cancelled.

Domestic Finland:

  • Kuopio
  • Mariehamn
  • Oulu
  • Rovaniemi
  • During the Easter travel season (early to mid April) we will also operate the following routes: 
    • Ivalo
    • Kittilä
    • Kuusamo

Europe: 

  • Amsterdam
  • Berlin
  • Brussels
  • Frankfurt
  • London
  • Munich
  • Paris
  • Stockholm
  • Zürich

We will also fly to Copenhagen, Moscow, Oslo, Riga, St Petersburg and Tallinn once the travel restrictions to these destinations are lifted.  

Intercontinental flights:
Tokyo Haneda 3 May onwards if travel restrictions permitting

The following policy for cancelled flights will apply:

  • ​AY operated flights
  • Tickets issued by March 16
  • Postpone the trip so that the return flight is latest November 30, 2020
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • No rerouting options available for any other airline
  • Change of destination not permitted
  • Partial or full refund
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA
  • Separate 105-ticket in connection with cancelled flights also OK to refund

15.3.2020 14.00 EET, list of destinations and cancelled flights extended 15.3. at 18.20 EET, rerouting to oneworld carriers added 16.3. at 15.15 EET

Many countries in Europe have closed or will soon close borders due to coronavirus. In Hong Kong SAR all foreign nationals to be quarantined effective 18MAR.

Therefore Finnair has to cancel hundreds of flights starting on Saturday, March 14. Customers will be informed by SMS and e-mail.​

With the operating flights listed below we can bring the citizens of Finland and other countries home.

The cancelled flights are:

  • Denmark: BLL and CPH to operate until Monday 16MAR. All flights between 17MAR - 31MAR cancelled
  • Russia: SVO and LED will operate until Sunday 15MAR excluding Sun-Mon overnighters. All flights between 16MAR - 31MAR cancelled
  • Poland: WAW/GDN/KRK flights between 15MAR - 31MAR cancelled
  • Norway: OSL will operate until Mon 16MAR. All OSL/TOS/BGO/TRD flights between 17MAR - 31MAR cancelled
  • Czech Republic: PRG will operate until Sun 15MAR.  All flights between 16MAR - 31MAR cancelled
  • Estonia: ​TLL & TAY flights between 17MAR - 31MAR cancelled
  • Latvia: RIX flights between 17MAR - 31MAR cancelled
  • Lithuania: VNO flights between 17MAR - 31MAR cancelled
  • Spain: MAD flights between 16MAR - 31MAR cancelled and BCN flights cancelled between 17MAR - 31MAR (AY1654 17MAR will be operated)
  • Hong Kong SAR: AY99 15MAR and its return AY100 17MAR will be operated, but then ​HKG flights cancelled until 31MAR

The following policy will apply:

  • Finnair operated and marketed flight on Finnair ticket
  • In case a Finnair flight still available, rebook into the same class as the original flight or lowest available in the same cabin. Ticket revalidation permitted.
  • Passengers may start their home journey from or travel to another Finnair operated destination eg. PRG-HEL-NRT is OK to change to VIE-HEL-NRT and NRT-HEL-PRG is OK to change to NRT-HEL-VIE. Extra ground expenses are not covered by Finnair.
  • UPDATED 16MAR: Rerouting to oneworld carriers ok for homebound customers
  • Postpone the trip so that the return flight is latest 30Nov20
  • Full refund of unused flights and ancillaries permitted
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings

12.3.2020 13.30 EET
FLIGHT CANCELLATIONS TO/FROM USA BETWEEN 14 MARCH AND 12 APRIL AND TO/FROM INDIA BETWEEEN 15 MARCH AND 14 APRIL

US authorities are setting restrictions for travel from Europe to the USA until 12 April. Indian authorities have updated their visa requirements. We are cancelling flights to/from USA between 14 March - 12 April and to Delhi, India from 15 March to 14 April. We are sorry for the inconvenience these changes may cause you. We follow the situation closely and will update any new information on this page.

The cancelled flights are as follows:

  • Flights AY007/008 to/from Miami between 14 March and 12 April
  • Flights AY005/006 to/from New York between 19 March and 12 April
  • Flights AY001/002 to/from Los Angeles between 17 March and 12 April
  • We will operate flights before these dates to carry customers who are returning home. 

The cancelled flights between 15 March – 14 April are:

  • Flights AY121/122 to/from Delhi. We will operate flights before 15 March to carry customers who are returning home. 

The following policy will apply :

  • Finnair operated and marketed flight on Finnair ticket
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Ticket revalidation permitted
  • Rerouting not permitted
  • Postpone the trip so that the return flight is latest 30Nov20
  • Full refund of unused flights and ancillaries permitted
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings

11.3.2020
FLIGHTS TO INNSBRUCK ON 21 AND 28 MARCH CANCELLED

Ministry of Foreign Affairs in Finland has updated their travel advice and advises to avoid unnecessary travel in the Tirol region in Austria due to the coronavirus situation.

The cancelled flights are:

  • Flights AY1491/AY1492 and AY1493/AY1494 to/from Innsbruck on 21 and 28 March

The following policy will apply:

  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Change of destination to other AY destination in the same area, eg MUC or ZRH (AY operated flights)
  • Full refund of unused flights and ancillaries permitted
  • OS AY CHANGE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings

FLIGHTS TO HO CHI MINH CITY ON 25 MARCH CANCELLED
The authorities in Vietnam have changed the visa requirements and Finnish, France, Germany, Sweden, UK Denmark, Norway citizens can’t temporarily travel to Vietnam without a visa.

We will cancel our flights to/from Ho Chi Minh City on 25 March.

However, we will fly to Ho Chi Minh City on 11 and 18 March, and customers need to have a visa to enter Vietnam.

If passenger cannot fly on AY161/11MAR due to the new visa waiver restrictions the following policy will apply:

  • Change of destination to any other AY destination (AY operated flights)
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Full refund of unused flights and ancillaries permitted
  • OS AY CHANGE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings

The cancelled flights are:

  • Flights AY161/AY162 to/from Ho Chi Minh City on 25 March

The following policy will apply:

  • Change of destination to any other AY destination (AY operated flights)
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Full refund of unused flights and ancillaries permitted
  • OS AY CHANGE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings

10.3.2020 15.40 EET
AS OF TODAY 10 MARCH ISRAEL ANNOUNCING TWO-WEEK QUARANTIN

The authorities of Israel restrict travelling to Israel and require a quarantine of 14 days for all nationalities arriving the country. For this reason, we are cancelling flights to/from Tel Aviv and Eilat in March-April.

The cancelled flights are:
Flights AY1977/1978 to/from Eilat between 17 March and 7 April.

Flight from Helsinki to Eilat (AY1977) on 10 March and return flight from Eilat to Helsinki (AY1978) on 10 March will carry customers who are returning home.

Flights AY1979/1980 to/from Tel Aviv between 15 March and 31 March. We will operate flights on 11-12 March and 13-14 March to carry customers who are returning home.

The following policy will apply:

  • Finnair operated and marketed flight on Finnair ticket
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Ticket revalidation permitted
  • Rerouting not permitted
  • Postpone the trip so that the return flight is latest 30Nov20
  • Full refund of unused flights and ancillaries permitted
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings

10.3.2020
SEVERAL EUROPEAN AND DOMESTIC FLIGHTS CANCELLED IN APRIL

Due to the impacts of the coronavirus situation, we are adjusting our traffic and cancel several European and domestic flights in April. 

The following flights are cancelled from 1-30 April:

  • Flights AY289/290, AY643, AY645 and AY647 to/from Jyväskylä
  • Flights AY419/420, AY643, AY645 and AY647 to/from Kajaani
  • Flights AY399/400, AY630 and AY631/632 to/from Kokkola
  • Flights AY630, AY631 and AY632 to/from Kemi

The following flights are cancelled from 29 March to 30 April:

  • Flights AY1771/1772 to/from Bologna
  • Flights AY1841/1842 to/from Split
  • Flights AY1451/1452 and AY1453/1454 to/from Stuttgart
  • Flights AY1781/1782 to/from Venice
  • Flights AY861/862 and AY867/868 to/from Gothenburg
  • Flights AY961/962 and AY965/966 to/from Copenhagen
  • Flights AY833/AY834 and AY841/842 to/from Stockholm Bromma
  • Flights AY821/822 and AY825/826 to/from Stockholm Arlanda
  • Flights AY719/720 to/from Moscow
  • Flights AY1027/1028 to/from Tallinn
  • Flights AY1659/1660 to/from Barcelona
  • Flights AY1421/1424 to/from Hamburg
  • Flights AY1437/AY1438 to/from Berlin
  • Flights AY1141/1142 to/from Warsaw
  • Flights AY1543/1544 to/from Brussels
  • Flights AY311/312 and AY317/318 to/from Vaasa
  • Flights AY451/452, AY454 and AY455/456 to/from Oulu
  • Flights AY341/342 and AY347/348 to/from Joensuu
  • Flights AY363/364, AY375, AY378 and AY380 to/from Kuopio
  • Flights AY633 and AY649 to/from Turku and Mariehamn*
  • Flights AY1767/1768 to/from Rome
  • Flights AY917/918 to/from Oslo
  • Flights AY887/888 to/from Umeå

*Will be replaced with flights AY7119/7120 Helsinki-Mariehamn-Stockholm Bromma
 

In addition, some individual cancellations are possible, and there will also be some aircraft changes.

We will fly to St Petersburg and to Vilnius with ATR aircraft instead of Embraer 190 aircraft in April.

Flights that were scheduled to be operated with A350 aircraft to Brussels and London Heathrow will be operated with A321 aircraft in April.

If your customer has a booking on any of the disrupted flights, we’ll contact them personally via SMS and/or e-mail. Please check that we have customers’ current contact information, so that we can reach them in a case of disruption.

Please note that cancelling flights and sending messages happens gradually and takes some time.


For all cancelled flights, the options are

  • Postpone of travel until 30 November, 2020 with no extra cost.
  • Full refund for unused flight ticket and ancillaries

The following policy will apply:

  • Finnair operated and marketed flight on Finnair ticket
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Ticket revalidation permitted
  • Rerouting not permitted
  • Postpone the trip so that the return flight is latest 30Nov20
  • Full refund of unused flights and ancillaries permitted
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings

In addition, we are offering customers with bookings on Finnair flights full flexibility to change their travel dates without a change fee and travel until November 30, 2020. Detailed guidelines for this option can be found further down in this news, published 9 March.

9.3.2020, updated 18.3. at 10.00 EET; flexibility to reservation changes for flights booked before 30 April extended to cover individual TO fares

Please notice that if a customer policy allows refund despite of ticketed fare rules, it is not necessary to add any remark to the booking by AY. OS AY REFUND DUE TO CORONA is all that is required when performing a refund via GDS in these cases.

Due to the travel restrictions have been expanded to include whole of Italy, we will cancel our Rome flights until 07APR2020.

Customer Policy for cancelled Rome (FCO) flights

Cancelled flights are AY1761/1762, AY1763/1764, AY1767/1768 and AY1769/1770 to/from Rome between 12 March and 7 April 2020

  • AY operated flights
  • travelling time March 9 - April 7
  • postpone the trip so that the return flight is latest 30Nov20
  • rebook into the same class as the original flight or lowest available in the same cabin.
  • rerouting to eg. ZRH or GVA permitted but no extra ground or other expenses paid by Finnair
  • partial or full refund permitted
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA must be added to all changed bookings
  • Separate AY ticket in connection with FCO flights also refund permitted

Flexibility to reservation changes for flights booked before 30 April

Due to the current outbreak of coronavirus, we want to offer our customers flexibility for making reservation changes and have updated our ticket change policy. This means customers can now make also new bookings during March and April with peace of mind.

Customers can change their travel date flexibly without a change fee and travel until 30 November, 2020, if

  • Ticket issued by 30 April 2020
  • Original travel date is latest on 30 November 2020
  • Finnair operated and marketed flight on Finnair ticket
  • Rebook into the same class as the original flight or lowest available in the same cabin
  • Ticket revalidation permitted
  • Change made by 30 November 2020
  • Applies to all ticket types
  • OS AY CHANGE OF TRAVEL DUE TO CORONA must be added to all changed bookings

Please note that the change in the ticket rules doesn’t apply to certain agents with special agreements with Finnair i.e. Finnair Holidays, Aurinkomatkat (Suntours) and Group bookings. It does apply to individual Tour Operator bookings using TO fares.

For cancellations refund will be accordingto the ticket rule.

6.3.2020

Due to high number of affected flights, all cancelled flights have not been yet updated as UN status in the GDS’s. If the flights status is still confirmed but is on the list of cancelled flights, it is okay to remove the flight from the booking to proceed to changing or refunding the ticket.

Refunds

Please keep in mind that the right way to request refund calculations is via BSP link.

Due to high coronavirus related refund application volumes we currently have delays in the refund processing. Our average handling time is currently approximately one month. We are very sorry for the inconvenience this may cause you and are working hard to shorten the handling time.

For Travel Agents fastest way to get refund is to process refund directly to their own GDS-system.

If that is not possible, then Travel Agents should send Refund Application via BSPlink for Finnair. If you are not able to calculate refund value, you may put value what you think is close to correct one into BSPlink Refund Application. When Refund Application is handled, correct refund value is adjusted before payment.

Administrative refund handling fee with corona refunds (and other involuntary situations) is waived.


Customer Policy for cancelled Milan (MXP) flights

The cancelled flights are:
Flights AY1755/AY1756 to/from Milan between 4 March and 7 April 2020
Flights AY1751/AY1752 to/from Milan between 9 March and 7 April 2020

  • tickets issued by March 03
  • travel dates 04Mar – 07Apr 2020
  • postpone the trip so that the return flight is latest June 30, 2020
  • rebook into the same class as the original flight or lowest available in the same cabin. AY operated flights only.
  • partial or full refund permitted
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed bookings
  • all tickets outside above travel dates – changes/refunds as per fare rules.

Customer Policy for cancelled Osaka / Seoul / Busan flights

The cancelled flights are:
Flights AY67/68 to Osaka (Tuesday and Saturday) and from Osaka (Wednesday and Sunday) between 31 March and 17 October 2020. We continue to operate all other flights between Helsinki and Osaka normally.
Flights AY41/42 to/from Seoul between 09 March and 16 April 2020.
Flights to/from Busan until the end of June. Flights to Busan will start on 1 July, 2020.

  • postpone the trip so that the return flight is latest 30 June when the destination is KIX or ICN
  • postpone the trip so that the return flight is latest 30 September when the destination is PUS
  • rebook into the same class as the original flight or lowest available in the same cabin
  • when the destination is ICN, rerouting to any AY Japan destination OK. In this case no compensation paid by AY
  • partial or full refund permitted
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed bookings
  • all tickets outside above travel dates or if the flight is operated – changes/refunds as per fare rules.

Customer Policy for cancelled flights to/from Greater China (incl HKG)

The cancelled flights are:
All flights to/from Beijing Capital Airport, Shanghai, Beijing Daxing, Nanjing, Guangzhou and Xi’an until the end of April 2020.
AY102/101 flights between Helsinki and Hong Kong until the end of April 2020. We continue to operate flights AY099/100 between Helsinki and Hong Kong normally.

  • all cancelled flights until 30 April 2020
  • postpone the trip so that the return flight is latest November 30, 2020
  • rebook into the same class as the original flight or lowest available in the same cabin.
  • partial or full refund permitted
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed bookings
  • operating flights to/from HKG until 30 April are ok to postpone until Nov30 or get full refund

4.3.2020 16.15 EET

Update to bookings for any Finnair flights in March with the possibility to change their travel date to the same destination until the end of June 2020:

In this case, same cabin can be used. Ticket can be revalidated even though the booking class would change. Please remember to add OS AY CHANGE OF TRAVEL DUE TO CORONA.

4.3.2020

We are cancelling our flights to Mainland China (Guangzhou, Nanjing, Beijing Capital, Beijing Daxing, Shanghai, Xi´an) until April 30, 2020.

In April, we will fly to Hong Kong with one daily frequency instead of the normal two daily frequencies.
 

Two weekly flights on Osaka route will be cancelled, and fly to Osaka during the summer season (March 29 – October 24, 2020) with 10 weekly frequencies instead of the earlier scheduled 12 weekly frequencies.

Daily flights to Seoul from March 9 to April 16, 2020 will be cancelled.

The opening of new route to Busan will be postponed from March 31, 2020 to July 1, 2020.

Flights between Helsinki and Milan will be cancelled from March 9 to April 7, 2020, following an updated travel advisory from the Finnish Foreign Ministry concerning Milan.

We will continue to follow the impacts of the coronavirus situation in demand for flights and will communicate further changes to our flights in due course.

Customers can then either seek for a full ticket refund or postpone their travel.

In addition, we offer our customers who have bookings for any Finnair flights in March the possibility to change their travel date to the same destination until the end of June 2020, if they so wish.

In all cases please remember to add OS AY CHANGE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA to the bookings. Changes and refunds can be processed directly via GDS. 
Refund of ancillary services on EMDs will be processed via refund application.

OPERATING FLIGHTS TO/FROM EUROPE DUE TO CORONAVIRUS - UPDATED 04MAR

4.3.2020

The health and wellbeing of our customers is a key priority for us. Ministry of Foreign Affairs in Finland has updated their travel advice and advises to avoid unnecessary travel to Milan due to the coronavirus situation. 
We will cancel our flights to/from Milan between 9 March and 7 April 2020 and between 4 March and 8 March we will fly one daily flight instead of two daily flights. We are sorry for the inconvenience these changes may cause our passengers. We follow the situation closely and will update any new information on this page.

The cancelled flights are:

  • Flights AY1755/AY1756 to/from Milan between 4 March and 7 April 2020 
  • Flights AY1751/AY1752 to/from Milan between 9 March and 7 April 2020

Passengers can choose from the following options if their flight is cancelled:

  • Change of travel until 30 June 2020. 
  • Full refund for the unused part of the ticket and the purchased travel extras.

OS AY CHANGE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings. Both alternatives can be processed directly via GDS. 
Refund of ancillary services on EMDs will be processed via refund application.

26.2.2020

We are closely following the situation related to the coronavirus cases in all European countries and will update any new information on this page.

Customer Policy for Milan (MXP) flights:

  • tickets issued by February 26
  • travelling time February 26 - March 4
  • postpone the trip so that the return flight is latest March 31, 2020.
  • rebook into the same class as the original flight or lowest available in the same cabin. 
  • No partial nor full refund 
  • OS AY POSTPONE OF TRAVEL DUE TO CORONA must be added to all changed bookings

We continue normal operations to and from Italy. European authorities or World Health Organisation have not set any travel restriction to Italy. 

Other Italian destinations: ticket changes and refunds according to ticket rules.

CANCELLED FLIGHTS TO/FROM CHINA - UPDATED 17FEB

Update 17.2.2020

Finnair cancels its flights to Beijing Capital Airport and to Shanghai between March 1 and March 28, 2020, as the coronavirus situation has led to a temporary decline in air travel between China and Europe. Finnair will also cancel one of its double daily flights to Hong Kong between March 1 and March 28, 2020. We continue to follow the situation closely and will update any new information on this page. We are sorry for the harm this situation may cause you.

Cancelled flights:

  • Flights between Helsinki and Beijing Capital, Shanghai, Beijing Daxing, Nanjing and Guangzhou until March 28, 2020
  • AY102/101 flights between Helsinki and Hong Kong between March 1 and March 28, 2020. Our Hong Kong flights AY099/100 operate normally.

Passengers can choose from the following options if a flight is cancelled:

  • Change of travel until June 30, 2020 (latest departure date latest return date).
  • Full refund for the unused part of the ticket and the purchased travel extras.

Our Hong Kong flights AY099/100 operate normally, but if passenger has a Finnair ticket issued before 14 February 2020 to/from Hong Kong for travel between 25 January and 31 March 2020 passengers can, if they so wish:

  • change travel until June 30, 2020 (latest departure date the return flight is latest June 30, 2020) or
  • cancel the booking and apply for a refund

Flight reservations via Hong Kong when flights are not cancelled: refunds and changes are permitted according to ticket rules. Exceptions may apply if government imposed restrictions.

World Health Organisation has issued instruction precautionary measures for travellers here, stressing the importance of usual precautions, including frequent handwashing.

OS AY CHANGE OF TRAVEL DUE TO CORONA / OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings. Both alternatives can be processed directly via GDS. Refund of ancillary services on EMDs will be processed via refund application.

Update 11.2.2020

The customer policy for operating Hong Kong flights and operating Mainland China flights has been updated as follows

  • operating Hong Kong flights until 29Feb
  • operating Mainland China flights until 31Mar 
  • Mainland China: tickets issued before February 07 
  • Hong Kong: tickets issued before January 28
  • Postpone the trip so that the return flight is latest May 31, 2020.
  • Rebook into the same class as the original flight or lowest available in the same cabin.
  • Partial or full refund
  • Ancillary services are also refundable via refund applications
  • Past penalty fees and reissue fees are not refundable

Flight reservations via Hong Kong when flights are not cancelled: refunds and changes are permitted according to ticket rules. Exceptions may apply if government imposed restrictions.

Update 7.2.2020

Please be informed about the latest update in the policy:

Flight reservations via Hong Kong and flights are not cancelled; refunds and changes are permitted according to ticket rules. Exceptions may apply if government imposed restrictions.

Update 5.2.2020

As a summary please find below all instructions concerning flights to/from China.

Customer policy for cancelled flights:

  • Change of ticket so that the flight is before February 6, 2020.
  • Postpone the trip so that the return flight is latest May 31, 2020.
  • Change of destination to HKG, extra ground or hotel expenses are not covered by AY
  • Transit customers with 105 - tickets e.g. HEL-SHA-AKL can be rerouted via HKG but also via SIN
  • Partial or full refund
  • AVIH and PETC embargo in February to China
  • If customers have European flights on separate tickets, booked in conjunction with cancelled China flights, these can be refunded as well

Customer policy for Hong Kong and Mainland China flights operating until 29 February (ticket issued before 28jan20):

  • Postpone the trip so that the return flight is latest May 31, 2020.
  • Rebook into the same class as the original flight or lowest available in the same cabin.
  • Partial or full refund
  • Ancillary services are also refundable via refund applications
  • Past penalty fees and reissue fees are not refundable

OS AY CHANGE OF TRAVEL DUE TO CORONA  OS AY REFUND DUE TO CORONA must be added to all changed or refunded bookings. Both alternatives can be processed directly via GDS. Refund of ancillary services on EMDs will be processed via refund application.

Here you can find instructions how to perform involuntary reissues.


There are lot of country specific restrictions at several stations and countries which are listed below. In these cases customers can choose from the following alternatives:

  • partial or full refund
  • rerouting using AY to AY destinations

Hong Kong
Persons who have visited the Chinese province of Hubei during the last 14 days will not be allowed to enter HKG, unless they are nationals/residents of HKG.

Such persons will be allowed to transit via HKG to e.g. mainland China, but only by air. Travel by train, ferry or bus is not allowed as that requires entry in to HKG.

India
Chinese nationals, persons who reside in China and persons who have visited China on or after 15 JAN 2020, are not allowed to travel to India on an e-visa. E-visas issued to such persons are no longer valid for entry.

Israel
Passengers who have been in China (People's Rep.) in the past 14 days are not allowed to enter Israel.

  • This does not apply to nationals of Israel, their spouses and their children  
  • This does not apply to residents of Israel

Japan
Passengers who fall into the below categories will not be allowed entry into Japan:

  • Foreigners who have travelled to Hubei Province in the People's Republic of China within 14 days before arriving in Japan.
  • Foreigners who have Chinese passports issued by Hubei Province in the People's Republic of China.
  • The restriction does not apply to Japanese nationals.

Korea
All foreign nationals who have been in China's Hubei province in the past 14 days are not allowed to enter (or transit: this is to be confirmed) Korea.

The visa-free program for foreign travelers to Jeju Island will be temporarily suspended.

Singapore
Persons who have visited the Chinese province of Hubei during the last 14 days will not be allowed to enter SIN, or to transit via SIN, unless they are nationals/residents of SIN.

The following applies to all CHN passport holders:

  • not allowed to enter under the visa-free transit facility
  • new visas are not issued
  • previously issued short term and multiple-visit visas are no longer valid for entry

USA
Persons who have been in China (Hong Kong and Macao excluded) or transiting/transferring through China (Hong Kong and Macao excluded) within the preceding 14 days are not allowed to travel to or via the United States

This does not apply to

  • US citizens holding US passport,
  • lawful permanent residents holding a permanent resident card or Letter of Parole,
  • crewmembers,
  • any person seeking entry into or transiting the United States pursuant to the specifications below*

U.S. citizens, lawful permanent residents, or the individuals listed to the specification below (titled "Specifications") who have originated in, transferred from, or transited through China (excluding Hong Kong and Macao) within the preceding 14 days, must only travel to the United States on a flight to an certain airports in US. These airports include JFK and LAX but not MIA. All crewmembers are exempt from this requirement.

Any persons who have not been present within China (excluding Hong Kong and Macao) within the preceding 14 days may travel without restrictions.

An exemption may be granted, if there is a weighty reason why the passenger needs to travel to the USA. Examples of weighty reasons:

  • spouse, of US citizen/permanent resident,
  • parent/legal guardian of a US citizen/permanent resident who is below 21,
  • sibling of a US citizen/permanent resident and both are below 21,
  • child/foster child/ward of a US citizen/permanent resident,
  • alien travelling with an invitation from the US Government for purpose related to containment or mitigation of the virus,
  • alien whose entry is in the national interest of the US Government).

Australia
Passengers who have transited through or have been in China (People's Rep.) on or after the 1 February 2020, will not be allowed to transit or enter Australia.

  • This does not apply to airline crew
  • This does not apply to nationals of Australia
  • This does not apply to residents of Australia   

Nationals of Australia who have transited through or have been in China (People's Rep.) on or after the 1 February 2020 will be required to self-isolate for a period of 14 days from their arrival into Australia. 

Passengers who reside in Australia and have transited through or have been in China (People's Rep.) on or after the 1 February 2020 will be required to self-isolate for a period of 14 days from their arrival into Australia.

Indonesia

  • Nationals of China (People's Rep.) traveling to Indonesia can no longer obtain a visa on arrival.
  • Passengers who have been in China (People's Rep.) in the past 14 days are not allowed to enter or transit Indonesia.
  • This does not apply to nationals of Indonesia.
  • This does not apply to residents of Indonesia.

Philippines
Temporary ban implemented by the Philippines: 

Passengers who have been in China, Hong Kong or Macau in the past 14days are not allowed to enter the Philippines or even  travel via HKG on transit

This does not apply to nationals of the Philippines who will be required to self-isolate for a period of 14days from their arrival into the Philippines.

31.1.2020

The health and wellbeing of customers and personnel is a top priority for Finnair. Following a thorough analysis of all currently available information on the coronavirus and its impacts on air travel to and from China, Finnair has decided to cancel the flights to/from mainland China as follows:

  • Beijing Capital and Shanghai routes between February 6 and February 29, 2020
  • Beijing Daxing, Nanjing and Guangzhou routes between February 6 and March 29

Our Hong Kong flights operate normally.

Customer can choose from the following options if a flight is cancelled:

  • Change of travel date so that the flight is before February 6, 2020
  • Postponing trip so that the return flight is latest May 31, 2020
  • Full refund

Full refund for the unused part of the flight ticket and the purchased travel extras is permitted. Refund can be processed via GDS or refund application. Kindly note that it is necessary to add OS AY REFUND DUE CORONA in all refund cases.

In case changing travel dates, remember to add OS AY POSTPONE OF TRAVEL DUE CORONA to the PNR.

SUSPENSION OF NANJING AND BEIJING DAXING ROUTES UNTIL END OF MARCH DUE TO SUSPENDED GROUP TRAVEL FROM CHINA

28.01.2020

Due to the recent suspension of all group travel from China, we will cancel our three weekly flights between Helsinki and Beijing Daxing International Airport between February 5 and March 29, and two weekly flights between Helsinki and Nanjing between February 8 and March 29. Passengers have the choice of either a change in travel date or destination, or a full ticket refund.

We continue to operate daily to Beijing Capital Airport and to Shanghai, twice a day to Hongkong, and twice a week to Guangzhou.

The current customer policy allows customers to change or cancel their flights to and from Greater China (incl. HKG) if they have a ticket issued before 28 January for travel between 25 January and February 29, 2020.

Change of travel date permitted until 31 May 2020. Same booking class only. Add to PNR OS AY POSTPONE OF TRAVEL DUE CORONA. Reissue the ticket in involuntary mode, no additional collection.

Full refund: Add to PNR or to refund application in BSP/ARC OS AY REFUND DUE CORONA

Refund for pre-paid ancillaries will be applied via BSP refund application.