Finnair

 

SPECIAL ASSISTANCE

MEDICAL CONDITIONS

Most people with existing medical conditions are able to fly without difficulty. However, certain precautions sometimes need to be taken and in some cases we request medical clearance.

MEDA FORMS

If you have one of the illnesses or conditions below, you must notify us when you book your ticket, or at least 72 hours before your travel date. This will enable us to take appropriate precautionary measures. Please fill out carefully both pages of the Medical Information Form (MEDIF), sign it and ensure that it reaches us at least 72 hours before your departure. You can scan the signed form and send it attached to medadesk@finnair.com.

  • recent myocardial infarction
  • recent cerebral circulatory disorders
  • recent injuries
  • recent surgeries
  • symptomatic coronary disease
  • chronic obstructive pulmonary disease
  • a need for oxygen therapy
  • psychoses
  • an infectious disease (tuberculosis, diphtheria)
  • anaemia (Hb less than 75 g/l)
  • chickenpox in the vesicle phase
  • severe allergy

MEDICATIONS

If you require any medication during flight or in the airports, please remember to pack it in your hand baggage. Please pack medicines in a separate bag, preferably in the original packaging. Also take along the prescription and the doctor’s certificate; especially if your illness requires treatment with injectable medication. If your medication needs to be kept cool, please talk to your pharmacist about different options. Unfortunately we are unable to store medication in aircraft refrigerators.

MEDICAL EQUIPMENT

Normally breathing devices such as personal oxygen concentrators (POC) and apnea breathing devices (CPAP) are permitted on board, but airline approval is always required.

Most CPAP machines require a medical inverter to be installed to function properly onboard. All aircraft types do not have an inverter facility, but we can check the availability approx. 72 hours before departure. The inverter can be requested for long-haul flights with no additional charge for the passenger.

Power supply onboard cannot be guaranteed, so you must be able to get by even without your breathing device, if required. For battery-operated devices, please carry a sufficient back-up battery supply to cover a minimum of 150% of the planned flight (including transiting time).

For the use of medical devices during your flight, please inform us well in advance by e-mail to medadesk@finnair.com.

Please note that cabin attendants are not able to give special assistance to a particular passenger, as they are responsible for the safety of everyone on board. The cabin crew is not authorized to administer injections or medication.

For more information on medications and medical equipment on board, please contact our customer service.

DISABILITY ASSISTANCE

To ensure that you have a pleasant flight, please inform us in advance about any disabilities and need for assistance. If required, we will provide you with an assistant who can help you move around the airport and make your way to the aircraft. There are also wheelchairs at all airports available for use between check-in and boarding the aircraft.

BEFORE YOU TRAVEL

Please notify us of your disability or need for assistance when you book your ticket. If you have already made the reservation you can call our local service number in Finland +358 9 818 0800 or use this form. In order to anticipate the resources needed, please contact us latest 48 hours prior to your flight departure. Passengers with need for assistance are seated free of charge.

If you’ve bought your flights or holiday package from a tour operator, please contact your tour operator directly.

Wheelchairs and mobility aids are always carried at no extra cost provided that you let us know about this equipment latest 48 hours before departure and there is room for it in the hold of the aircraft.

TRAVELLING WITH ASSISTANCE DOGS

Dogs that are specifically trained to assist disabled passengers are carried free of charge in the cabin on all our flights. If you are travelling with your guide dog, hearing dog or service dog, please let us know at least 48 hours before departure.

AT THE AIRPORT

Within the European Union, it is the responsibility of the airport to assist disabled passengers and passengers with reduced mobility.

If you require, an assistant will come and meet you when you arrive at Helsinki Airport. Alternatively, you can also go directly to the check-in desk.

If you need assistance, report to one of the pick-up points marked with the international disabled access symbol at least two hours before flight departure. At Helsinki Airport the pick-up points are located in the P3 (level 2) and P5 (level –2) car parks, on the departures level outside Terminal 2 and in check-in area 201–232. Disabled parking spaces are also available.

If you do not need assistance getting to the check-in desk but will require assistance during or after check-in, please ensure that you report to the check-in desk at least one hour prior to flight departure.

There is a dedicated check-in desk at Helsinki Airport for passengers needing assistance. The desk is labelled ”Special Passengers” and it is marked with the corresponding international symbols. The Special Passengers desk is open during rush-peaks, and at other times customers needing assistance can use other desks. If you wish, staff will assist you all the way from the check-in desk onto the aircraft.

You will be allowed to board the aircraft before the other passengers, so that our staff can ask you about your need for in-flight assistance and more easily assist you onto the plane, if required. For this reason, we recommend that you arrive at the departure gate at the latest 45 minutes before the departure time when travelling within Europe and at least 50 minutes before the departure time when travelling to or from an intercontinental destination.

For more information on services for passengers with reduced mobility, please visit the Helsinki Airport page.

DURING YOUR FLIGHT

Due to security reasons passengers with reduced mobility will be seated by the window.

All Finnair aircraft have number of seats with movable armrest for your ease of access.

Finnair does not supply assistive devices, such as elevating seat cushions, so you must be able to sit in a regular aircraft seat.

All our intercontinental flights operated with Airbus A340-300, A330-300 and A350-900 aircraft are equipped with a wheelchair for visiting the toilet. In addition, Airbus A350-900 aircraft have dedicated storage space for manual foldable wheelchairs. Please contact our customer service for more information.

On these aircraft, the cabin crew will help you set up the chair and move it in the cabin upon request. Please note that you must be able to lift yourself to and from the seat on your own or with the help of your own assistant.

If you require help in taking medication, eating, visiting the toilet, getting up or communicating, you must be accompanied by a personal assistant.

If you’d like to learn more, please contact our customer service.

AFTER YOUR FLIGHT

When you arrive at your destination, you will be met by a member of staff, who will provide all the assistance you need to continue your journey. If you need help disembarking from the aircraft, this will happen after the other passengers have left, so that we have more space and time to assist you.

After disembarking, you will be assisted all the way to your next mode of transportation (a connecting flight, car, taxi or bus).

SPECIAL NEEDS COMPLAINTS ON US FLIGHTS

Part 382 of the US Air Carrier Access Act (ACAA) prohibits discrimination on the basis of disability in air travel and applies to carriers operating flights to and from the US. During the operating hours of flights to and from the US, Finnair has trained Complaint Resolution Officials on duty at Helsinki Airport and JFK International Airport to resolve disability complaints.

If you need to make a complaint after your flight, you should do so to the Finnair Customer Relations in Helsinki – please use the feedback form.

CHILDREN TRAVELLING ALONE

Finnair offers an escort service for children travelling alone. Flight tickets for unaccompanied minors (UM) can be purchased through our customer service or from a travel agency.

Unaccompanied minors

For 5–11-year-olds travelling alone, we take responsibility for the child for the duration of his or her flight, from the departure airport to the destination airport.

When travelling to and from the United States, an unaccompanied minor reservation is required for under 15-year-old children travelling alone.

The escort service is also available for adolescents between 12 and 17 years of age travelling alone, but for them the service is not mandatory.

The unaccompanied minor service is available for flights marketed by Finnair (AY code on the ticket) and operated by Finnair or Norra.

Children between 5 and 11 years of age may travel without the UM reservation on:

Finnair flights within Finlandwith a family member of at least 12 years of age, or with an escort of at least 16 years of age provided by the child’s legal guardian.

International Finnair flightswith a family member of at least 16 years of age, or with an escort of at least 18 years of age provided by the child’s legal guardian.

Under 5-year-old children

Children under 5 years of age are only allowed on Finnair flights within Finland when accompanied with a family member of at least 16 years of age, or with an escort of at least 18 years of age provided by the child’s legal guardian. On international flights, the accompanying person has to be at least 18 years old.

Booking

  • Advance information

    When booking your tickets, you must provide the contact information of the person who will see off and receive your child. Him or her will be required to show a valid ID at the airport when requested.

  • Travel documents

    Minors may need to have specific travel documents on their journey.

At the airport

  • Checking in

    We recommend that you arrive at the airport well in advance and use the check-in desk dedicated for special passengers. You will need to fill in our UM Handling Advice form.

  • Collecting documents

    The staff at the desk will give your child a neck bag and put into it all the documents he or she will need during the journey, such as the UM Handling Advice form, flight tickets, identification papers and visa.

  • Departure

    Unaccompanied minors will be allowed to board the aircraft first. Please stay at the airport until you are sure your child’s flight has departed. At Helsinki Airport it is possible to accompany the child all the way to the departure gate, provided that you have your passport with you. Please consult the check-in desk.

During the flight

  • On board the flight

    Our cabin crew will keep an eye on your child and make sure they have everything they need throughout the flight to ensure his or her comfort and safety. On intercontinental flights your child will be able to enjoy our in-flight entertainment, which includes lots of movies and games for children.

  • Food on board

    On intercontinental flights we serve a generous and tasty hot meal. On European flights over two hours long we serve your child a free snack from the Sky Bistro menu (not combos). Blueberry juice and water are served free of charge on all our flights.

After the flight

  • On arrival

    When the flight arrives, our ground staff will escort your child through the border control and the baggage claim area to the arrival hall. The staff may not speak your child’s language. Your child will only be released into the care of the person you have nominated in advance, and the identity of that person will be verified before your child is handed over.

  • Delays

    If the flight is delayed, we will offer your child special attention and assistance. We will ensure that you will receive information on all changes. Your child will be under supervision at all times.

PREGNANCY

In general, Finnair follows the recommendations of the International Air Transport Association regarding air travel and pregnant women.

  • You cannot travel on the majority of Finnair flights if you are in your last month of pregnancy – in other words, you can travel up until your 36th week of pregnancy. However, you can take short Finnair flights to destinations within Finland and Scandinavia until your 38th week of pregnancy, provided that your pregnancy is progressing normally and there are no complications or signs of imminent childbirth.
  • If you are travelling after your 28th week of pregnancy, you must provide us with a doctor’s certificate as proof that your pregnancy is progressing normally. Please e-mail a doctor’s certificate to pregnancy.clearances@finnair.com or fax it to +358 (0)9 818 4825 no later than the last working day prior to flight departure. You cannot be accepted onboard without an approval from Finnair.
  • You should obtain your certificate at some point during or after the 27th week. You only need to provide us with one certificate, unless there are changes in your pregnancy’s progress.
  • You may take a healthy newborn without restriction on all Finnair routes as long as he or she is at least 2 days old.

ALLERGIES

FOOD ALLERGIES

If you have special dietary requirements, let us know in advance and we will provide you with a special meal. Special meals are available on all Finnair operated intercontinental flights and in Business Class on our European flights. You can request a special meal through the Manage booking section. Please submit your order no later than 24 hours before departure.

If you’re travelling in Economy Class on one of our European flights, you can purchase your meal from Sky Bistro’s wide selection of seasonal, high-quality food and beverage options combining the best of both Europe and Asia. There are also products suitable for special dietary needs.

IMPORTANT INFORMATION FOR PASSENGERS WITH PEANUT ALLERGY

Gluten free meal (GFML) and Special meal (SPML, available for Business Class passengers through our customer service) do not contain nuts and are therefore suitable for most people suffering from peanut allergy. Due to the processes used in our kitchens, however, we cannot guarantee that any meals are 100% free of traces of peanuts. Also, we cannot control what other passengers bring on board, or make any special arrangements regarding for example cabin announcements.

If you suffer from a severe allergy, it is important that you are aware that we cannot guarantee an allergen-free meal, cabin or environment. Please speak to your doctor before you buy tickets to discuss the potential risks and how you can minimize them. If you have been prescribed an epinephrine/adrenaline auto injector like Epipen, make sure you carry this with you in your carry-on baggage. Please pack medicines in a separate bag, preferably in the original packaging. Also take along the prescription and the doctor’s certificate.

Additionally, if you suffer from a severe allergy, please fill in the first page of the Medical Information Form (MEDIF), sign it and ensure that it reaches us at least 72 hours before your departure. You can scan the signed form and send it attached to medadesk@finnair.com.

You may bring your own food on board if you follow the safety regulation with regard to carry-on baggage. Please note that the food cannot be heated during the flight.

ANIMAL ALLERGIES

Due to the effective air-conditioning on board our aircraft, the risk of being exposed to animal allergens is very small. However, if you are allergic to animals, please let us know when you book your tickets, so that we can ensure that no cat or dog reservations are subsequently made for that flight. If there is already a cat or dog reservation for your intended flight, we will let you know and help you find another flight, if required.

CHECKLIST FOR ELDERLY PASSENGERS

Here are some useful tips to help you prepare for your journey.

  • We have special fares for senior citizens of 65 years or older. These fares usually allow you to change your travel dates for a fee, and if you are unable to travel, a part of the ticket fare is refunded. You can book tickets online or contact our Customer service by phone.
  • If your trip includes a connecting flight, allow yourself enough time between the flights, especially if you are transferring in a large international airport. Please note that if the flights have been issued on separate tickets, you may have to claim and re-check your bags.
  • Remember to consult your doctor before booking a flight and obtain a medical certificate if needed. Please note that some medical conditions and medical devices require an advance clearance by our aviation doctor to make sure you are fit to fly and can travel safely.
  • If needed, you can transport your own wheelchair or walker (rollator) as checked baggage free of charge. For wheelchairs, please inform us the details latest 48 hours before your travel. A walking stick without an ice spike tip can be taken into the cabin.
  • If you have limited mobility and need a wheelchair or other assistance between check-in and boarding the aircraft, please let us know latest 48 hours before your travel. A wheelchair is especially useful in large airports where distances can be long. Assistance is free of charge.
  • If you have special dietary requirements and you are travelling on an intercontinental flight, please let us know in advance. We have a selection of special meals of which you can choose a suitable meal for you. Please submit your order no later than 24 hours before departure.
  • For European flights you can pre-order a meal in advance or buy something onboard from the wide Sky Bistro selection. There are also products suitable for special dietary needs.
  • You can book your preferred seat in advance for a fee. Aisle seats are usually preferable, as they allow easy access to toilets and standing space. Please note that passengers with reduced mobility will be assigned a seat by the window due to security reasons. It’s also good to remember that seats on exit rows are not suitable for people with limited mobility, because in an emergency situation the passenger must be able to open the heavy exit door if needed and assist the crew.
  • Please pack all your medication in your carry-on baggage in a separate bag, preferably in the original packaging. Medications are exempt from the typical carry-on allowance for liquids. Unfortunately we are unable to store medication in aircraft refrigerators. If your medication needs to be kept cool, please talk to your pharmacist about the different options.
  • Remember to take along your prescription and doctor’s certificate, especially if your illness requires treatment with injectable medication. You may be asked to show them in the security check.
  • Arrive at the airport in good time and allow yourself enough time to leave your baggage at Bag Drop and to go through the airport security checks, as you may have to queue, particularly at peak times.
  • If you travel with a wheelchair and need assistance boarding the aircraft, please arrive at the departure gate at the latest 45 minutes before the departure time when travelling within Europe and 50 minutes before the departure time when travelling to or from an intercontinental destination.
  • Sitting for long periods of time can lead to blood clots. If you can, remember to stand up periodically and stretch.
  • After landing, it may be a good idea to wait for other passengers to get off the plane first. At that point, our cabin staff can assist you with your carry-on baggage and escort you from the plane.
  • At any point, please don’t hesitate to ask the cabin staff for assistance.

CUSTOMER CARE AND CONTACT INFORMATION

Our customer care is at your disposal – manage your booking, find the answers to frequently asked questions and contact us either online or by phone. We’re happy to help!

Finnair Special Assistance

Finnair Special Assistance
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