Finnair Easy News

Impacts of the global information system issues on Finnair flights on 19JUL

Latest update: Automated disruption notifications work again through Salesforce Service Cloud.
 

The global information system problems have affected air traffic and other operations in the United States and Europe, among others, on 19 July 2024. The situation may also affect Finnair's traffic, as even though the system in question is not used by Finnair's flight operations, global system issues may temporarily disrupt operations at some airports and prevent flying to them. So far, the impact on Finnair flights has been minor.

We will contact the customer personally via SMS and/or e-mail, if there are changes to the customer's flight. Please advise the customer to Manage booking and check that we have your current contact information, so that we can reach you if needed.

The customer can check the info on departing and arriving flights on the local airport's website, for example Finavia's site for Helsinki Airport.

We apologise for the inconvenience and uncertainty this situation may cause to our customers.

For bookings made via NDC: same policy applies and for booking handling contact our Agent Help Desk. The smoothest option for contacting is by clicking on the chat icon at the bottom right corner of the page (select NDC Support) for the change or cancellation.

Event	Impacts of the global information system issues on Finnair flights
Route/market/destination/airports impacted	All Finnair destinations
Travel dates impacted	19JUL24
Applies to tickets issued by	19JUL24
New travel dates	-/+ 2 days from original travel date / 19JUL4-21JUL24
Changes to origin/destination/stopover	Not allowed
Airlines allowed	Finnair (AY) operated and marketed only, rerouting to other airlines not allowed
Booking class to be used	Same or lowest available booking class within same cabin
Number of allowed changes	One change free of charge, further changes according to normal ticket rules
Mandatory waiver text in OSI element	OS AY CHANGE DUE TO GLOBAL INFORMATION SYSTEM ISSUES OS AY REFUND DUE TO GLOBAL INFORMATION SYSTEM ISSUES
Mandatory indicator in front of fare calculation on the reissued ticket	‘I’-indicator
Mandatory text in the endorsement	INVOL REROUTE to be used when involuntary reissue is due to unexpected reason 2 days or less before departure (together with ‘I’-indicator in the fare calculation)
Changing bookings made via NDC	The same change policy applies. For booking handling, in case not possible in the booking tool, contact our Agent Help Desk by clicking on the chat icon at the bottom right corner of the page (select NDC Support) for the change.
Refunds for bookings made via NDC	Not allowed
Refunds for bookings made via Edifact	Not allowed
Ancillaries	The above-mentioned change policy applies also to ancillaries for the one free change. In most cases the service will be automatically transferred to the new flight at the time of ticket revalidation/reissue. Otherwise, please re-associate the EMD and SSR manually or contact our Agent Help Desk. Refund allowed only in case a similar ancillary service is not available on the new flight. Process EMD refunds via BSPlink refund application (ARC users: apply for refund via Refund Web-form and mention “ARC Agent” in the additional information box)
Groups	If tickets have been issued, Finnair will re-route to alternative services If tickets have not yet been issued, Finnair will rebook on alternative Finnair operated flights. In case an alternative option is not available and therefore offered, please contact Finnair Group Sales Support for further information
Important information	Full instructions for involuntary changes are available here. “Finnair (AY) only” also includes those flights which are operated by NoRRA or by Iberia for Finnair/Widerøe for Finnair These same rules apply also to individual bookings with TO fares. Adhering to this policy is the user’s responsibility. Finnair reserves the right to change or withdraw these guidelines at any time.

Passenger rights can be checked here.

More information about the customer communication at finnair.com.