Refunds

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Involuntary Refund

Whenever Finnair cancels a flight, customer is entitled to a full refund of an unused flight or an undelivered, pre-paid travel extra (ancillary service). The simplest way to get refund for unused ticket/coupon is to process the refund directly via your own reservation system (GDS). Note! Just coupon status change to R-refunded is not reflecting monetary refund through BSP settlement. All refunds through GDS are audited, in case of discrepancy in refund amount, Debit Memo (ADM) is raised for Travel Agent through BSP.

For EMD-coupon associated to flight coupon, please apply for refund via BSPlink Refund Application (RA).

Customer can also get a refund if their flight is delayed more than 5 hours or if the flight due to delay is no longer serving any purpose in relation to the passenger's original travel plan.

Unless there are specific instructions on Finnair Easy’s Agency Hotspot, travel agencies need an authorization from Finnair. Please contact Finnair’s Agent Help. However, if a flight has been cancelled by Finnair and is on UN/UC/HX status in the GDS and no suitable alternative is offered, no further authorization is needed. All flights not to be used must be cancelled from the PNR.

Voluntary Refund

The refundable amount depends on ticket’s fare type. Process for voluntary refunds is the same as for involuntary refunds (via GDS directly or via BSPlink RA).

For voluntary refund requests (with BSPlink RA) an administrative refund handling fee of SEK 470 is applicable and deducted from refund amount along with applicable cancellation fee.

BSPlink Refund Application

If GDS refund is not possible, please issue a manual refund application for Finnair. RA guidelines:

  • Before applying RA insert into PNR: SR OTHS YY- REFUND DUE XXX
  • All flights not to be used must be cancelled from the PNR. When flights are not cancelled, RA will be rejected.
  • RA must include booking reference (PNR) and reason for refund request along with supporting documents. When needed details are missing, RA will be rejected.
  • RA must be issued with latest available ticket from booking history. If it is not possible to insert into RA, raise RA with original ticket number.
  • If you are not able to calculate the refund value for partially used flight documents, you may put a value what you think is closest to correct one into the RA. When the RA is handled, correct refund value is adjusted before BSP payment.
  • Refunds are paid to original form of payment, the same which is used when flight document was issued originally.
  • Administrative refund handling fee (voluntary refunds) is waived when Travel Agency is not able to handle direct refund from their own GDS due to technical reason or ticket control is on re-issued Airline office (exchange ticket). Remember to copy your error message into RA.
  • When RA is once rejected, send new RA (or resubmit when possible) with additional information as requested.
  • Apply for refund no later than one year after last usage date of the ticket or if ticket totally unused after one year of the ticket issuance date.

Refund Handling Time

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

Refund Contact

For questions regarding a pending refund request (more than 7 days) or you have question to processed BSPlink RA, please send email to refunds@finnair.com, and please mention RA number along the country in which RA it is applied. Note! Communication in English only. Please do not send any supporting documents with personal data. Attach supporting documents into RA.

Please notice that these instructions apply to individual bookings.

For refunds of group bookings made through Finnair Group Travel tool (on all markets excluding AU, CN, HK, JP, KR, RU where FGT not available) please see more information here.

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