Finnair's regulator?

zjoliveira

Hello there,
A few months ago, I received notification from Finnair stating that my flight had been cancelled and they offered no alternative but a simple refund. On the day of the flight, I discovered that the flight had not been cancelled (a plane with the same flight code and at the same time left as it should), so they had simply cancelled my ticket but were trying to disguise this as something else - I assume in the hope that I wouldn't find out.
Even though I have concrete proof that this flight went ahead, Finnair are refusing to engage with the issue and simply deflecting my comments, saying that all they can give me is a refund. The alternative flight I had to take (given that the cancellation notification was only given to me 5 days prior to the original flight date) cost 4 times what I had paid.
I cannot escalate it with Finnair either because it seems that their customer service portal is exactly the same as their complaints service, so I can't lodge a complaint about their customer service. They are also refusing to tell me who their regulator / next point higher up to lodge a complaint is.
Has anyone had this problem and does anyone know who I can now contact to pursue this complaint in earnest?

eskbanker

It looks like Finnair's aviation authority is https://www.traficom.fi/en/transport/aviation, although you may be able to approach the CAA, presumably if the flight concerned was to or from the UK: https://www.finnair.com/gb-en/customer-care-and-contact-information/contact-and-request-forms/feedback-and-compensation

You can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website here. Under the subtitle ‘How to submit a claim to the CAA’ you will need to click on the link ‘Click here to access our online form’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.