First contact the carrier
In the event of a problem, first contact the carrier operating the service. Lodge a complaint on the company website.
You must complain within two (2) months of the delay or cancellation.
If your journey is delayed or cancelled, you may have a right to care and compensation.
Always contact the carrier first
In the event of a problem, complain to the carrier operating the service within 2 months. You can submit your complaint on the company website.
Learn about your rights in different situations
Ship passengers’ rights apply to ships:
- departing from a port in an EU country
- arriving from outside the EU to a port in an EU country when the service is operated by a company established in the EU.
Certain rights do not apply to cruises exceeding two overnight stays on board. In this case, passenger rights are based on the contract conditions applicable to the journey.
Passenger rights also do not apply to:
- ships certified to carry up to 12 passengers
- ships which have a crew composed of no more than 3 persons or where the distance of the overall service is less than 500 metres, one way
- ships on excursion and sightseeing tours
- ships not propelled by mechanical means (e.g. historical ships).
CONTACT THE CORRECT AUTHORITY
If the carrier's response is unsatisfactory, you can contact the authority overseeing passenger rights. Make sure you contact the right authority.
If you were travelling in another EU country, send your complaint to the relevant authority in the country where the incident took place. Contact information of competent authorities (External link) (External link) (National Enforcement Bodies for maritime transport).
Authorities in Finland
In Finland, the relevant authority depends on whether you were travelling as a consumer or as a business traveller.
Consumer
You are considered a consumer if you travel for leisure and pay for your own flights. Please contact the Consumer Advisory Service (External link) (External link). Consumer complaints are resolved by the Consumer Disputes Board.
Business traveller
You are considered a business traveller if you travel for work and your employer pays your flights. Business travellers may contact Traficom. Please note, however, that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers.
How to make a complaint
Await the carrier’s response
Within one (1) month of receiving your complaint, the carrier must inform you of whether your complaint has been substantiated, rejected or is still being considered.
The carrier must give you a final reply within two (2) months of receiving your complaint.
Choose the correct authority
If you are not satisfied with the carrier's response, you can contact the authority overseeing passenger rights. Make sure you complain to the right authority.
In Finland, the relevant authority depends on whether you are a consumer or a business traveller.
You are a consumer if you were travelling for leisure and paid for the journey yourself. Please contact the Consumer Advisory Service (External link). Consumer complaints are resolved by the Consumer Disputes Board.
If you were travelling in another EU country, send your complaint to the relevant authority in the country where the incident took place. Contact information of competent authorities (External link) (National Enforcement Bodies for maritime transport).
Business travellers may contact Traficom
Business travellers can contact Traficom by e-mail. Attach your correspondence with the carrier, a copy of your ticket, and any other relevant documents.
Please note that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers.
Send information of the incident to kirjaamo@traficom.fi
If your message contains personal information, you can send it as a secure message. Instructions for sending secure email to Traficom. (External link)
If you cannot send the documents by e-mail, you can send them to Traficom by post: Finnish Transport and Communications Agency Traficom, PO Box 320, 00059 TRAFICOM, Finland
Traficom can give you advice
Traficom enforces ship passengers' rights in general level and may give you advice.
Please note that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers.
With enforcement measures, Traficom ensures that your rights are fulfilled and that the carriers comply with their obligations.