Thank you for your feedback.
I apologise for the cancellation of your flight to Singapore and the distress it has caused you.
We aim to provide an enjoyable and smooth travel experience and we regret that this was not the case for your recent journey.
Promptness is an important part of the service we provide and we always work hard to be on time. However, air traffic is highly sensitive to sudden changes, such as weather conditions and technical issues.
By virtue of EC regulation 261/2004, no compensation will be paid in the case of a cancellation due to extraordinary circumstances Finnair is unable to influence even if all reasonable and necessary measures are taken. Such unusual conditions include weather conditions, strike, air traffic restrictions and safety risks.
According to the information we have received from Finnair Technical Department there was a fault on Wing Anti-Ice System. The same fault has caused several cancellations/delays also on A 350 fleet of two other airlines. Manufacturer has informed that a new modified software concerning resets/tests of the defected Wing Anti-Ice system is planned starting April 2017. Manufacturer has published a technical follow up document (Technical Follow Up /TFU number 30.11.00.022).Since there has been design/manufacture fault on wing anti-ice system, no compensation will be paid.
As a settlement in this case we are offering either 125 euro cash compensation, or 250 euro gift voucher per passenger. The offer is valid for two weeks.
The gift voucher can be used to pay for Finnair tickets. The gift voucher is not personal, meaning that you can give it to someone else or use it to pay for several passengers' flights. The gift voucher is valid for one year and the actual flight date may be within one year from the booking date. Persons living outside the euro area can activate the gift voucher only by phone. When you would like to book your next Finnair flights, please contact us at Finnair Customer Care Center, Tel. +358 9 8140 140 (open 8 am-8 pm Finland time, GMT+2).
Please let me know if you would prefer the cash compensation or the gift voucher. If you prefer the cash compensation we need the following information:
- account holder’s name and address
- bank account number
- SWIFT/BIC code
- bank’s name and address
- routing number / clearing code
We look forward to having the opportunity to provide a more pleasurable travel experience in the future.
Sincerely
Finnair Customer Relations