Business traveller – report a problem with your flight
You can report an airline's conduct to us for enforcement purposes. We do not resolve individual compensation claims or disputes and we do not respond to reports individually.
On this page
- What rights do business travellers have?
- When can you submit a report?
- How to submit a report
- How we use your report
- What rights do business travellers have?
What rights do business travellers have?
Traficom monitors compliance with business travellers' rights in air travel. The reports we receive help us identify how airlines operate and any potential shortcomings.
If you want to claim compensation or ask the airline to put things right, you must direct your claim to the airline. We at Traficom do not resolve individual compensation claims or disputes and we do not respond to reports individually.
When can you submit a report?
These instructions are intended for business travellers who travel for work and whose trips are usually paid for by their employer.
You can submit a report if you suspect that an airline has breached your rights, for example if:
- your flight was delayed or cancelled
- you were denied boarding
- you were downgraded to a lower travel class than the one you had purchased
Contact the airline first and give it time to respond. The recommended time is eight weeks.
If you are travelling as a consumer, you can find instructions on the Finnish Competition and Consumer Authority's (FCCA) website.
How to submit a report
- Step 1
Make a complaint to the airline
Submit a written complaint to the airline operating your flight as soon as possible. Make your complaint through the airline's website and only use its official feedback channels and/or complaint forms.
In your complaint, explain:
- which flight your complaint concerns
- what happened
- what you are claiming from the airline and the grounds for your claim
Keep a copy of your complaint, the airline's response and any other relevant documents.
You can also use the EU complaint form to make your complaint.
- Step 2
Wait for the airline's response
Give the airline a reasonable amount of time to respond. The recommended waiting time is eight weeks.
If the airline refuses to pay standard compensation, it must explain why.
- Step 3
Check which supervisory authority to contact
If you suspect that an airline has breached your rights, you can report the matter to the authority responsible for enforcing air passenger rights.
If your flight departed from Finland, the authority you can contact depends on whether you were travelling as a business traveller or a consumer.
- Business traveller: If your trip was paid for by your employer, a company or another party, you can submit a report to Traficom.
- Consumer: If you paid for your trip yourself, contact Consumer Advisory Services. You can also refer your dispute to the Consumer Disputes Board. Do not submit a report to Traficom.
If your flight departed from another EU country, contact the supervisory authority in that country.
If your flight arrived from outside the EU and was operated by an EU airline, the competent authority is the supervisory authority of the EU or EEA country where your flight first arrived.
When contacting an authority in another country, write your report in English or in the language of that country.
- Step 4
Report the problem to Traficom
If you are a business traveller, you can report a problem you experienced during your flight using our e-service.
Attach any relevant documents to your report, such as your original flight booking, correspondence with the airline and information about any re-routing.
We do not handle individual compensation claims or disputes and we do not respond personally to reports from business travellers.
If you cannot use the e-service, you can submit your report by post.
In your report, describe what happened and what you have claimed from the airline. Include any relevant documents.
Finnish Transport and Communications Agency Traficom, PO Box 320, FI-00059 TRAFICOM, Finland
How we use your report
Your report helps us monitor how airlines comply with their obligations concerning business travellers' rights. Our enforcement activities focus on compliance with passenger rights in general.
We do not use your report to determine whether you are entitled to compensation or to resolve a dispute between you and the airline. We do not respond to reports individually.
We can provide advice on business travellers' rights.
What rights do business travellers have?
If your flight is delayed or cancelled or you are denied boarding, you may be entitled to care, an alternative flight, reimbursement of your ticket price or standard compensation.
If you are downgraded to a lower travel class than the one you purchased, you can claim reimbursement of part of your ticket price.
Your rights depend on several factors, including where your flight departs from and arrives, the airline operating the flight and the reason for and duration of the disruption. You can find more detailed guidance on the EU's Your Europe website.
