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How to complain

When you are notified that your trip is cancelled or delayed, first ask a representative of the shipping company to take care of your rights. If the matter is not resolved, file a written complaint with the shipping company.

  • File a written complaint with the shipping company. Most European companies are unable to process complaints in Finnish or Swedish. File the complaint in English.

  • The complaint must be submitted within 2 months of the date on which the delay or cancellation took place. The time taken to provide the final reply must not exceed two months from the receipt of a claim.

  • Also attach a copy of your ticket and of the costs of meals and similar services to your complaint. Do not send any original documents.

  • Save a copy of your complaint. If you submit a complaint by using the company’s complaint form, save a copy for yourself.

  • If you do not receive a reply or are not satisfied with it, contact the European Consumer Centre in case of a foreign company. For a domestic shipping company, you will receive assistance and advice from Consumer Advisory Services.