Complaint and compensation claim templates

User guide and information

Quick guide

1. Choose the template that fits your situation. Read its first page (the instruction page): deadlines, requirements and how to proceed.
2. Fill in the letter: replace the turquoise parts in square brackets, choose the correct option from the alternatives and delete the grey italic filling instructions and the instruction page.
3. Save as a PDF and send by email, via the company's web form or by registered letter. Keep a copy and proof of the sending date.
4. Record the claim in the Seuranta.xlsx spreadsheet. Red row = response time has expired – send a reminder or take the matter further.

Deadlines and limits

Flight delayed or cancelled (Regulation (EC) No 261/2004)

Applies to flights departing from the EU and flights by EU airlines arriving in the EU from outside the EU; also Norway, Iceland and Switzerland. Standard compensation when you reach your final destination at least 3 h late or the flight is cancelled: €250 (up to 1,500 km), €400 (intra-EU over 1,500 km or other 1,500–3,500 km), €600 (other over 3,500 km). For a delay of 3–4 h on a flight of over 3,500 km to/from outside the EU: €300. Compensation may be halved if the company offered alternative transport and the delay stayed within 2/3/4 hours. Cancellation: no compensation if notified at least 2 weeks in advance. 7 days–2 weeks before: no compensation if the alternative flight departed no more than 2 h earlier and arrived less than 4 h later. Under 7 days: no more than 1 h earlier and less than 2 h later. Extraordinary circumstances release the airline from standard compensation; the airline must prove them. FCCA (KKV): a technical fault is rarely a valid reason. A delay of at least 5 h: right to a refund of the ticket price (within 7 days). Consumer complaints are decided by the Consumer Disputes Board; advice is provided by the consumer advisory service. Traficom does not handle individual compensation cases. Traficom's recommended airline response time is 8 weeks.

Baggage (Montreal Convention)

Damaged: written notice within 7 days of receipt. Delayed: within 21 days of the baggage being handed over. Baggage may be considered lost if it has not arrived 21 days after it should have arrived. Liability limit 1,519 SDR per passenger from 28.12.2024 (previously 1,288 SDR). Action within 2 years of the aircraft's arrival or of when it should have arrived.

Defective product (Consumer Protection Act, chapter 5)

Section 15 presumption of defect: a defect that appears within one year of delivery is presumed to have existed at the time of delivery. Section 16 a notice of defect within a reasonable time, always at least 2 months from discovery. Section 17 withholding of payment. Section 18 repair or replacement (buyer's choice). Sections 19 and 19 a price reduction or cancellation of the sale (not for a minor defect). Section 20 damages.

Service or renovation (Consumer Protection Act, chapter 8)

Section 12 general provision on defects, section 14 duty to advise, section 16 notice of defect within a reasonable time, section 17 right to withhold payment, section 18 remedy of defect, section 19 price reduction and cancellation of the contract, section 20 damages.

Insurance

Bring an action against the insurer's decision within 3 years of receiving written notice of the decision and the time limit (Insurance Contracts Act, section 74). FINE – the Financial Ombudsman Bureau gives advice and resolves disputes free of charge; in insurance matters, recommendations are issued by the Insurance Complaints Board.

SOURCES (checked 9.10.2026)

• Your Europe: Air passenger rights (scope, 250/400/600 €, 3 h, cancellation rules, 50 %, baggage 7/21 days) https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_fi.htm
• Traficom: Air passenger rights (cancellation rules 2 weeks / 7 days, Consumer Disputes Board, 8-week recommendation) https://traficom.fi/fi/lentomatkustaja/ohjeita-lennolle/lentomatkustajan-oikeudet
• KKV: In the event of a flight delay, you can claim care and standard compensation (technical fault, care, 5 h) https://www.kkv.fi/Tietoa-ja-ohjeita/Matkustaminen-ja-matkan-jarjestaminen/matkustaminen-ja-liikenne/lentomatkustajan-oikeudet/lennon-viivastyminen/
• Regulation (EC) No 261/2004 (EUR-Lex) https://eur-lex.europa.eu/legal-content/FI/TXT/?uri=CELEX:32004R0261
• ICAO: Revised Montreal Convention liability limits as of 28 December 2024 (1 519 SDR) https://icao.int/Newsroom/Pages/International-air-travel-liability-limits-set-to-increase,-enhancing-customer-compensation--.aspx
• European Consumer Centre: Frequently asked questions – air travel (PIR, 7 / 21 days) https://www.ecc.fi/ajankohtaista/uutiskirjeet/usein-kysyttya-juttusarja-lentomatkustaminen/
• HE 184/2002 vp (Montreal Convention, Article 17(3): 21 days) https://www.finlex.fi/api/media/government-proposal/715272/mainPdf/main.pdf
• KLM: Air carrier liability (2-year limitation period, 1,519 SDR) https://www.klm.fi/information/legal/air-carrier-liability
• Consumer Protection Act 38/1978, up to date (Finlex) https://www.finlex.fi/fi/lainsaadanto/1978/38
• Consumer Protection Act 38/1978, consolidated text of 16.1.2026 (Chapter 5, sections 15–20) https://eur-lex.europa.eu/legal-content/FI/TXT/PDF/?uri=NIM:202600977
• KKV: Liability for defects and warranty in the sale of consumer goods (Consumer Ombudsman's guidelines) https://www.kkv.fi/kuluttaja-asiat/tietoa-ja-ohjeita-yrityksille/kuluttaja-asiamiehen-linjaukset/virhevastuu-ja-takuu-kulutustavaran-kaupassa/
• Consumer Disputes Board: decision of 2.3.2026, repair shop's professional skill and duty to advise (CPA 8:12, 8:14) https://www.kuluttajariita.fi/paatokset/korjaamon-ammattitaito-ja-huolellisuus-seka-korjaamon-neuvontavelvollisuus/
• Consumer Protection Act, Chapter 8, section headings (Edilex) https://www.edilex.fi/lainsaadanto/19780038
• FINE: front page and contact details (free services) https://www.fine.fi/
• FINE: resolution recommendations VKL 487/14 and VKL 15/13 (Insurance Contracts Act section 74, interruption of limitation) https://www.fine.fi/ota-yhteytta/ratkaisutietokanta/ratkaisu/vkl-1513.html
• Consumer Disputes Board https://www.kuluttajariita.fi/

Discharge from liability

The templates are general aids and are not legal advice. Rules, limits and practices may change, and your own situation may differ from the general one. Check up-to-date information from the sources and, if necessary, from consumer advice, FINE or a lawyer. The templates do not guarantee compensation. The user is responsible for the content of their claims. The seller is not responsible for claims or decisions made on the basis of the templates.