The Consumer Ombudsman is taking Finnair to Finland's Market Court over the airline's failure to refund passengers in time for cancelled flights.
In a press release, the Finnish Competition and Consumer Authority (acronymed as KKV in Finnish) noted that, under EU law, passengers are entitled to a ticket price refund within seven days of a cancelled flight.
However, the statement added, Finnair's refund processing times have stretched to weeks or even months.
In its filing, the Consumer Ombudsman demands that the court prohibit Finnair from continuing this practice.
The ombudsman's office has intervened in Finnair's operations on a number of occasions in the past, including last year when refund processing times were also called into question. At the time, Finnair did not commit to improving its practices.
The airline has also previously rejected passengers' compensation claims without justification, KKV said.
"Delays in refunds seriously violate consumers' rights, and such practices must not be repeated," KKV's leading specialist Rasmus Repo wrote in the press release.
Last year, Yle News' All Points North podcast looked into Finnair's turbulent times. You can listen to the episode via this embedded player, on Yle Areena, via Apple, Spotify or wherever you get your podcasts.
Gift card practice corrected
The Consumer Ombudsman also noted that Finnair has corrected its gift card-related practice, which was found to be unlawful.
Previously, Finnair issued gift cards to passengers who had applied for compensation — without asking the customer in advance.
According to EU regulations however, a gift card can only be offered as compensation with the customer's consent.
