Finnair’s compensation crunch decisions before the summer? – “Payment of flight delay compensation is an attitude issue”
The Finnish Consumer Disputes Board will make its first decisions on standard compensation for delays and cancellations due to technical delays in Finnair’s new A350 aircraft before the summer, estimates Försenad.se Finland’s Country Director Juho Eloranta.
The Consumer Ombudsman is in control of Finnair’s standard compensation procedures in the event of technical failure. The Authority does not comment on the ongoing monitoring or settlement date.
Flights are the most common complaint of the Consumer Disputes Board in Finland. Last year, the Consumer Authorities received 737 contacts with Finnair. So far this year, 271 complaints have been filed with Finnair. According to the Consumer Ombudsman, the A350 aircraft type is mentioned in 48 complaints, but the figure is only indicative because cases are rarely recorded with airplane type resolution.
According to Finnair, most of the A350 cases are related to the beginning of 2016 when the airline took over a new type of aircraft. Finnair justifies its refusal to pay standard compensation for technical defects. Faults have been identified, for example, in brakes and fuel tanks.
According to the Consumer Authority, when filing a technical fault, the airline will be released from the payment of standard compensation in a limited number of situations.
According to Finnair, the A350 aircraft’s starting credibility is currently top-notch.
Försenad.se’s Finnish subsidiary LentoMyöhässä.fi represents 20 Finnair’s passengers claiming standard compensation for the A350 aircraft type.
The Finnish Consumer Disputes Board will make its first decisions on standard compensation for delays and cancellations due to technical delays in Finnair’s new A350 aircraft before the summer, estimates Finland’s Country Manager Juho Eloranta.
In Finland, Sweden and Norway, Försenad.se and its subsidiaries acquires its customers through internet. Those who have been late or canceled have complete an online form that directly indicates the amount and right to compensation. If the airline refuses to pay, the company will appeal the matter on behalf of the passenger to the local Consumer Disputes Board and take the matter to the court if necessary. The company charges 25% of the amount of compensation if the case is solved for the benefit of the passenger. If the case is solved for the benefit of the airline, the company will not charge the customer.
According to my estimates, only five per cent of passengers on late flights are seeking compensation even from the airline, and only 1-2% of customers complain to the authorities if necessary.
According to the company’s statistics, Finnair has over the five-month period of time compensated directly, without the intervention of consumer authorities, only eight cases out of 68. ’’Other airlines are paying significantly better. Payment of compensation is an attitude issue’’, Eloranta says.
“Why is the state-owned majority company systematically lining up the customers and interpreting in a way that does not reflect the general interpretation of the law?,” Eloranta asks.
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