NataliLill » 18 авг 2022, 11:51
Путешественник (А),
Публикую письмо от них тут. Я отправила жалобу по почте Беларуси и копию им на электронку. Жду ответ. Больше вариантов, как вернуть деньги нет. Только обращаться в суд. Это имеет смысл, когда иск коллективный.
Dear Mr./Ms.,
The Finnish Consumer Disputes Board is a government organ operating under the Finnish Ministry of Justice. As an impartial alternative dispute resolution (ADR) body, the Board issues recommendations on disputes between consumers and businesses. The members of the Board are nominated by the Ministry of Justice. Consumer and industry groups have equal representation. Considerable emphasis is put on the legal accuracy of decisions.
Because the Board is a government organisation, we can only accept complaints in the official languages of Finland, i.e., Finnish and Swedish. However, because the Board also functions as a National Enforcement Body in matters relating to Regulation (EC) 261/2004, complaints pertaining to flight cancellation, flight delays and denied boarding can be filed in English. Provided that the affected flight was to depart from a Finnish airport or was to arrive at a Finnish airport from a non-EU country.
To maintain impartiality, we do not provide guidance or assistance to individual persons or companies. For the same reason, we're unable to comment on the specifics of your case at this point. If you wish, you can file a complaint with the Board.
A complaint needs to be signed by the passenger and sent to the Board (see below for contact information). The following information should be included:
- Name, address and signature
- Flight number and name of carrier
- Description of events
- Financial claim in euros (required)
- Proof or grounds for said claim (e.g. copies of receipts indicating costs incurred)
- Copies of tickets and other relevant documentation (not required)
- Copies of any previous correspondence with the airline
The passenger can also authorise another person to file a complaint on his or her behalf. In that case, a written authorisation signed by the passenger should be attached to the complaint, to the effect of "I hereby authorise [name] to file a complaint on my behalf with the Finnish Consumer Disputes Board regarding flight [flight number]".
After we have received a complaint with the required information described above, a copy of the complaint will be sent to the airline. When their reply arrives, it will be sent to the passenger/complainant for comments. At that point, the Board can suggest a settlement depending on the circumstances - for example, if there are clear grounds for financial compensation, the Board can explain the situation to the airline and suggest that compensation be paid. The Board prefers to settle matters instead of issuing a decision. If a matter cannot be settled, the Board will issue a written decision. The decisions of the Board are non-binding but the rate of compliance is high: well over 90% in cases involving airlines.
The postal address of the Board is as follows:
Kuluttajariitalautakunta/Konsumenttvistenämnden
P.O. Box 306
FI-00531 Helsinki
FINLAND
Our official email address is kril@oikeus.fi which can be used for sending PDF documents and other attachments. Please address all complaints and other official documents to kril@oikeus.fi
More information on the matter can be found at: http://europa.eu/youreurope/citizens/travel/passenger-rights/air/ Also containing the necessary complaint forms.
Yours sincerely,
Consumer Disputes Board
Registry