Issue handling

If you have any active issues with existing bookings or the NDC API, you can find help on this page.

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Choose the type of issue

Technical issue

Issues with existing booking

In case of a technical issue

Send an email to: ndc-support@finnair.com

Note

This email address is only to be used if you are currently in production with us.
It is linked to the Finnair issue handling tool, hence please report only technical issues using the template provided below.

Email template to report production issues

Section	Content
Email address	ndc-support@finnair.com
Email subject	Brief issue summary. e.g. PROD – OB fee calculation issue
Attachment(s)	Please add logs as attachments Warning: remove/conceal all private traveller data!
Email content	Priority (only one): - Critical: e.g. connectivity lost, no fares returned - High:  e.g. prevents OrderCreations/ failure in payment / passenger is overcharged - Medium:  e.g. some fares are not returned - Low:  e.g. ancillaries not returned  Detailed description of: - How to reproduce the issue? - What is the observed result? - What is the expected result?  Market: Please indicate the Country code used in the flow causing the error. IATA number: Please indicate the seller IATA code used in the flow causing the error. Error message: Add the XML message highlighting the error  e.g There is a difference of 0.02 EUR.   TimeStamp in GMT  +  OrderID/PNR/JSessionID if any

Email content example

Priority: High
Description:

Case: Round Trip 
Route: HEL-RVN-HEL 
Outbound: AY533  
Inbound: AY536 
Date: 5/12/2020 – 5/1/2021
Cabin: Economy/Business 
Fare type: Light/Classic/Flex 
Passengers: 2 adults  
Added services: What is chosen within the flow? 
Payment type: CC/CASH deferred/instant
Message flow:  
- AirShoppingRS: fare price: 699.32 EUR * 2% = 13.98 EUR 
- OfferPriceRS: with Visa Credit: OB Fees: 13.96 EUR
- OrderCreate: …

Market: FI
IATA: 12345678
Error message: 'UNABLE TO RETRIEVE OFFER'
Timestamp: 2021-06-02T09:19:35.074Z

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Help with existing bookings

Below you may find helpful information about operational support we offer for our partners. We also recommend visiting our dedicated travel agent portal Finnair Easy where you can chat with our Agent Info or find contacts for calling.

Choose an issue

Help with changed/cancelled flight

For customer-initiated free of charge changes, self re-accommodation can be done by the
customer via Finnair Manage Booking or contacting Agent Info.

Please use our dedicated NDC Chat line at the bottom right corner on Finnair Easy page - select
"NDC Support" in the chat or Contact Agent Info, find contacts here.

Change or correct name in an NDC booking

Please use our dedicated NDC Chat line at the bottom right corner on Finnair Easy page - select
"NDC Support" in the chat or Contact Agent Info, find contacts here.

Add special services (SSR) to an NDC booking

Special service request can be submitted via webform.

Add ancillaries to an NDC booking

Ancillaries can be purchased through our agency tool FAST (requires prior registration but is free of charge to use) or directly on our website, in the Manage Booking service.
Please note that paying for ancillaries with a travel agent credit card is not allowed so perhaps it is best to guide the passenger to purchase the ancillaries themselves directly from our website.

Add APIS information to an NDC booking

Please use our dedicated NDC Chat line at the bottom right corner on Finnair Easy page - select
"NDC Support" in the chat or Contact Agent Info, find contacts here.

In case APIS elements were not added in the initial booking flow, passenger can also enter details
any time on Finnair Manage Booking or at the check-in.

Cancel/Refund/Exchange

Cancellation, refund, exchange can be applied through our agency tool FAST (requires prior registration, but is free of charge to use) or by contacting our Agent Info, find contacts here.

Note that Agent Info cannot process BSP refunds, instead travel agent needs to apply via BSPlink.