Void and refund

Voiding a booking

Voiding a booking means cancelling all issued tickets and corresponding accountable documents. Ticketed booking can be voided free of charge only during the void window, before sales is reported to airline. Void window closes at 10:45 PM GMT time for both 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. 

Above applies to the bookings made via NDC and Edifact. 

Booking must be voided in the same booking tool where the booking was originally created. In case void is not available in NDC booking tool, Finnair Agency Sales Tool (FAST) can be used as an alternative.

Voluntary refund 

Voluntary refund must be processed in respective booking tool for both NDC and Edifact bookings, the refundable amount depends on ticket’s fare type. 

In case of errors or exceptions, manual refund applications can be submitted via BSPlink by BSP agents and ARC agents can use refund application form, see instructions below. 

NDC bookings can be alternatively refunded also via Finnair agency sales tool – FAST, even if the booking was originally created using any other NDC platform. 

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

Please notice that these instructions apply to individual bookings. 

For refunds of group bookings made through Finnair Group Travel tool please see more information here. 

For refunds of group bookings made outside of Finnair Group Travel tool, please contact Finnair Group Sales Support.

Refund handling time 

Average refund handling time for manual refund applications is approximately 7 days. Some requests may take longer, for example when another airline is contacted. 

Guidelines for applying manual refund – BSP agents 

Travel agents using BSP settlement can submit manual refund application (RA) via BSPlink. 

When using BSPlink refund application for voluntary refund requests an administrative refund handling fee of EUR 50 or equivalent local currency is applicable and deducted from refund amount along with applicable cancellation fee (some country specific exceptions apply).

  • When applying manual refund for Edifact booking, insert SR OTHS YY- REFUND DUE XXX to the booking in your GDS. 
  • All flights not to be used must be cancelled from the booking. When flights are not cancelled, application will be rejected. In case cancellation of the flights is not possible in travel agent booking tool, please contact Finnair Agent Help Desk and request for cancellation. 
  • Application must include booking reference and the reason for the refund request along with supporting documents. When needed details are missing, application will be rejected. 
  • Manual refund must be requested for the latest available ticket. If it is not possible available, use original ticket number. 
  • If you are not able to calculate the refund amount for the partially used flight documents, you may insert a value what you think is the closest to correct one into the application. When the application is handled, correct refund amount is adjusted by Finnair before BSP payment. 
  • Refunds are paid to original form of payment, the same which is used when flight document was issued originally. 
  • When refund application is rejected due to missing information or needs clarification, submit new application (or resubmit when possible) with required information as requested. 
  • Administrative refund handling fee (of voluntary refund application) is waived when Travel Agency is not able to handle direct refund from their own booking tool due to technical reason or ticket control is on re-issued airline office (exchanged ticket). Remember to copy your error message into the application. 
  • Apply for refund no later than one year after last usage date of the ticket or if ticket is fully unused after one year of the ticket issuance date.

Guidelines for applying manual refund – ARC agents 

US market ARC travel agents can apply for a refund using the refund application form. 

For voluntary refund requests an administrative refund handling fee of USD 75 is applicable and deducted from refund amount along with applicable cancellation fee. 

  • On the refund form, use the option for direct customer and include as additional information: “ARC agent”. 
  • When applying manual refund for Edifact booking, insert SR OTHS YY- REFUND DUE XXX to the booking in your GDS. 
  • All flights not to be used must be cancelled from the booking. When flights are not cancelled, application will be rejected. In case cancellation of the flights is not possible in travel agent booking tool, please contact Finnair Agent Help Desk and request for cancellation. 
  • Application must include agent contact details, booking reference, passenger details, and flight document numbers. When needed details are missing, application will be rejected. 
  • In the additional information field insert ARC agent and reason for the refund request. 
  • Manual refund must be requested for the latest available ticket. If it is not possible available, use original ticket number. 
  • Refunds are paid to original form of payment, the same which is used when flight document was issued originally: 
    • When flight document is originally paid with Credit Card, refund will be processed to same credit card. 
    • When flight document is originally paid with cash, refund payment will be settled through ARC-IAR reporting as Credit Memo (ACM) for the agent. 
  • When refund application is rejected due to missing information or needs clarification, submit new application (or resubmit when possible) with required information as requested. 
  • Administrative refund handling fee (of voluntary refund application) is waived when Travel Agency is not able to handle direct refund from their own booking tool due to technical reason or ticket control is on re-issued airline office (exchanged ticket). Remember to copy your error message into the application. 
  • Apply for refund no later than one year after last usage date of the ticket or if ticket is fully unused after one year of the ticket issuance date. 

Refund contact 

For questions regarding a pending (more than 7 days) or processed refund application please send email to refunds@finnair.com. In the email please mention BSP refund application number along with the country in which BSP application was submitted. In case of ARC settlement, include booking reference. 

Note! Communication in English only. Please do not send any supporting documents with personal data. Attach supporting documents into BSPlink RA.