Finnair Customer Service

Having used Finnair regularly & enjoyably for over 5 years - I am now sorry to say they are nothing more than a money grabbing "Con-Air"... I'd rate them worse than RyanAir for honesty & customers service. I have twice now attempted to book my dog into the hold on a flight - which according to their www - should & is straight forward. We used this service successfully to travel from LHR to Oulu in July. But after booking the flights & then requesting our pet (as per Finnair www instructions) - they inform me that they don't take pets in hold to the UK. Despite also saying that in the event that you can't travel with your pet - they will refund the booking - they refuse to - so there we go €340 down the drain. After confirming on their online chat that we could fly to Dublin with our dog - I booked tickets again - and then requested the dog in hold service - only to be told again that that is not possible. Once again they have no refunded the cost of the tickets - another €380 down the drain - even though they promise they will refund. Their online help service is shambolic - they don't have a clue how Finnair systems work - and are constantly clutching at straws to reasons not to refund. They say the information is available online - but when you look up how to travel with your pet - they make it sound simple... and indeed - our experience in the past (last July) was that it should be straight forward. Finnair are missleading and miss-selling their products and I am now landed with a bunch of flights that they won't refund but are useless to me as they won't allow me to travel with my dog.

DO NOT GO ANYWHERE NEAR THIS AIRLINE - they are THIEVES dressed in SUITS. Their "travel with a pet" service is a complete con & a huge waste of time. Save yourself endless hassle/frustration/money & anguish - just don't bother. I'd recommend any other airline instead. Norwegian seems to have their act together.

Following a report in Telegraph about flights to Bodo in Norway via Helsinki with Finnair I sought further information about booking. The service I received regarding only flight information was lamentable and frustrating. It got me nowhere. How this airline stays in business is a mystery. Thank goodness there is the alternative of Norwegian Air.

Finnair's customer service is the worst I have encountered in any company. It is an absolute disgrace. Finnair ruined our holiday with many changes to our itinerary, downgrading us and cancelling pre-booked seats and meals. It is almost impossible to reach their customer service team and when they do respond they are totally incompetent.

Worst airline i have flown with! Terrible customer service which is expected from all the bad reviews online, They lost my sport equipment for 3 weeks and i had to hire other sport gear for 3 weeks, then refused to pay the rental cost, and still fighting for a fair compensation for over 4 months now.

Bought the highest costing ticket which was a flex ticket and airline refuses to refund the portion I have not used. The customer service is full of lies and the most completely garbage customer service I have ever seen.

Finnair did not allow me to board my flight at the airport as I didn't have Schengen visa. Visa was never a requirement since I was just transiting through Europe. Neither it was mentioned during ticket purchase nor during the online web check-in. This was something which had changed recently but Finnair did not care to inform the travelers in time or help with alternate options. Instead we had to purchase new tickets for alternate route at peak price. Finnair also charged penalty amount for that. Customer service of this airline is ridiculous! There is no one physically present at the airport and it's hours of waiting time on the phone. Horrible experience with customer service!

Finnair lost both of our luggage. We flew from Stockholm to Barcelona. They said we will get them in 1 day. Today it's been a week without them. We have 2 kids (one of them a baby) and payed so much already to buy new things. That affected our holiday greatly. Their customer support is basically nonexistent. We called customer support in both Barcelona and Stockholm every day. We wrote them an email. No answer ?

Finnair lost our luggage in desember 2021. Still no compensation. And they sendt Us to copenhagen insted of Oslo. We had to pay for our tickets from copenhagen to get home to Oslo. Still no compensation. Got an email from finnair today, asking me to prove that they have not helped Us ?. It is ridiculous.

I will never travel with Finnair airlines again they don't give you the weight on the ticket, so they charge you for extra weight, I missed my flight because They change the gate Last minute didn't inform me or call my name and I have to pay $500 to the new ticket, it was my first time with them , I will never ever travel with Finnair airlines again, also I don't recommend Finnair airline , pay a little more money with another Airline, but you will be happy. Thanks

Hello, my company booked me on Finnair for a flight to Helsinki and then to Tokyo. This was in Business class for a total of about €5,000. When I tried to check in online, my booking did not exist anymore. After some calls with my travel agency, I found out Finnair has kicked me off the passenger list for the entire flight Berlin>Helsinki> Tokyo. They did not notify me nor my travel agency about this. After more calls, they rebooked me to the flights again but downgraded me for the first part to Helsinki. I then checked in online, but next day at the airport my boarding passes were invalid; Finnair kicked me off the passenger list again! After some arguing at the check-in counter, they gave me standby Boarding passes. I had to wait at both gates in Berlin and Helsinki and was finally allowed to board in the end. Again, I was downgraded for the first flight. I now completely lost faith in Finnair and will avoid flying with them again.

This may just be the worst airline in the history of aviation. Their customer service desk may as well be situated on the moon because you are not getting to them. 0/10, I would much rather spend years walking across the globe to my destination than to ever fly with them again.

COVID isn't Finnair fault but it's like they are at war. Complete bad to charge for phone service and crash the chat line.

Worst customer service
Only AI answers
No information no service no human on Finnair website

This company makes one feel sad and hopeless. They promise to offer one the possibility to change or cancel these very expensive flights but in real life it is impossible since no one answers phone or chat line and website has the same error since months and it is impossible to make changes. Horrible, horrible service (is there any really?).

Good airline if all goes well. But horrible, horrible airline to work with if you ever have to make changes. Lack of flexibility, hard to reach customer service.

Horrible customer service. Do not fly with them

Good morning! I am writing about an experience we had with your airline. We purchased 2 one way tickets last minute to Athens Greece. Our original United airlines flight postponed last minute and we were desperate and booked 2 one way tickets through JustFLY.com. the bill on our credit card says Finnair. We tried to get a refund on JustFly but Finnair has us down as a no show. June 4th we booked two flights while in the lobby of the airport next to Finnair Check in. they knew we were there and we had plenty of time. Since we were going to lay over in France they suggested we get a covid test also and said we had plenty of time. We rushed and paid $350 dollars. We made it back in time and they said they baggage closed early and we could board but our bags could not. They seemed unwilling to help us and had a bad attitude. We are there over an hour early. I remember being an our and half. It was late and they didn't seem to want to help us. We begged to board and they would not allow it. they wouldn't book us anything else and said to call JustFly. Just Fly doesn't answer phones. Also at that time your customer service was over 2 hours and would cut us off . we attempted to cancel, to change, to rebook. Anything. No one would help us. All I am asking is to get a credit, a refund, a voucher. What ever you feel you can do. we paid $1,400 and was not allowed to use the flight. Please help us. We will continue to be a customer and fly with you. We already have plans to book with you if we get a credit.

FIN AIR CONF 4DHX737

E TICKET 1057605447901 for $775.31 on June 4 2021
E Ticket 1057605447902 for $775.31 on June 4 2021

Thank you!

Brady Payne

Worst Airlines Ever. No Customer Service, No One Reads Email. Horrible, Do Not Book Your Tickets

Not only they managed to loose my checked-in baggage, but also didn't provide any kind of customer support. After more than one month, I have no replies from the airline, no compensation, and cannot activate the travel insurance to recover some of the value I lost.
On board, the passengers were disruptive on both flights to and from China and they both departed delayed because the on-board staff couldn't simply seat people down and prepare to departure.
Food served on board was also terrible.

Had a very bad experience regarding a reservation. The reservation was made in June. Our seats were changed from Economy Comfort to Economy without notifying us. Attempts to complain online were met with "system error." Direct phone complaints were not helpful. Spent more than 2 hours on the phone with no resolution.

We pay top dollar to fly Finnair, however for a 2nd time within a year have had to fly with a Portuguese leased plane. These planes were fit to fly 30 years ago, however not today. Broken seats, toilets not working etc. Felt as if whole plane is falling apart. This apparently is standard between Helsinki and Miami flights. We were promised that we would get a refund for the extra leg room we paid for, plane did not have it, however we have heard nothing from Finnair. Up to now we have held Finnair to be a high quality carrier, hopefully it becomes one once again.

Baggage Lost
Business Trip Without Clothes
4 Days
Now Returning Back Already,
Worst Airline Company!

I was travelling from Manchester england to helsinki finland. When I arrived at helsinki my suitcase had been damaged. I could not get the handle up to pull it along. It was working fine when I checked my baggage in at Manchester.

may 29 2016 arrived bangkok international 6-45 am for flight to helsinki 8-55 am,only 2 economy check in desks open, 85 minutes to get checked in , passport control another 65 minutes, no thai staff in passport controll to explain my flight time or help with information ,as a seasoned traveller to bangkok it normally it takes me 50 minutes to check in and clear passport control,finnair advised me on friday to arrive before 7 am,because of security,had a third/fourth desk being open for economy check in the problem could have being solved ,2 check in economy desks for 300 people is just not workable or acceptable ,considering the check in passport control delays,at 8-55 i felt my flight had departed and i was stranded in bangkok not knowing what to do next , david walsh

I wish to complain about the inefficiency and care with which Finnair handled flight rebookings during Week 13, when reservations were disrupted by the Brussels Airport atrocity. Our original reservations, award flights with Finnair Plus (67ARXS, were between Helsinki and Gran Canaria on 27 March returning 2 April, with flight changes at Brussels and Madrid (and vice versa). After the Brussels situation arose on 22 March, and once the continuing closure of Brussels Airport had been confirmed, on (I believe) 25 March I called the regular Finnair ticket office at 22:30, and the agent very kindly dealt efficiently with the necessary outward flight reservation. But the really rather poor service offered by the Helsinki Finnair Plus office for the RETURN RE-BOOKING was surprising. I first called the regular Finnair ticket office from Gran Canaria on Tuesday, 31 March, which meant that I was put on telephonic hold for some 20-25 minutes, but I was told that, since there was no news from Brussels concerning cancellations, nothing could be done. Although the extent of the damage at Brussels must have been clear, Finnair did not update its information online after 30 March for MORE THAN 36 HOURS. On Friday, 1 April, I then attempted to phone the Finnair-Plus office again, and my call was ON HOLD for a FULL HOUR (at c. 9-10:00 Finnish time) -- when my call was eventually answered, I was told to call again 3 hours later for closer information -- but I refused, pointing out the sheer cost in time and money of waiting on hold for my calls to be answered. At this point, therefore, the Finnair-Plus agent reluctantly issued the necessary new reservations (this time via Hamburg). MY COMPLAINT IS THEREFORE THREEFOLD: (1) the poor service provided by the presumably under-staffed Finnair-Plus office (Brussels was obviously out of service throughout Week 13 and most of Week 14); (2) The cost of being placed on telephone hold for well over an hour was considerable, probably 70-80 Euro in all; (3) Since our original request had been for Finnair-Plus reservations between Helsinki and Gran Canaria, why were we given extremely inconvenient three-stage reservations, Helsinki-Brussels (with Finnair) and then Brussels- Madrid and Madrid-Gran Canaria (both with Iberia -- and the same for the return journey. Finnair, after all, flies the same route DIRECT -- and this is what we were, in fact, eventually given for the HEL-Gran Canaria flight on 27 March -- though, again, not for the return journey on 3 April (Air Berlin + Finnair). All in all, Finnair-Plus seems not to have handled the situation as a whole very flexibly or indeed intelligently. This was a mixd experience of Finnair service, however, since the change in the outward flight reservation, late in the evening, was certainly handled well.

My reservation was canceled and ticket refused at the counter with no reason,and in contrast to e-mail information that I received from Finnair. The root cause was most probably a computer flaw. There was no chance to get help at the airport or to reach customer service in Finland within 60 minutes before the gate was closed and the flight took off. So I missed my flight, which was the last flight that day and I missed my business meeting.

Reaction via e-mail only in Finish and 12 hours after the fact.
When calling next morning, reaction on the phone was very friendly, but the damage to me had been done already.Ticket was promised to be reimbursed. This is ok, but not a real compensation. No questions on other damages or additional costs.
This is my first really bad experience within 5 years of regular flights with Finnair. I am dissapointed nevertheless.

Huge improvement in catering and new business class

We booked flights in April 2010 for travel in January 2010 from Helsinki to Manchester. I had a message the day before we were due to depart that there had been a schedule change. I duly tried to contact them on the number left on my voicemail (3 euros to call them). They said they were very sorry but they had overbooked the flight and could we stay another night in Helsinki and fly later. I said no - however they took no notice and told me we had been booked on with British Airways to London Heathrow with a connection to Manchester - all in all we would arrive approx 5 hours later than originally scheduled. Given that we had booked the flights so far in advance I asked for an explanation as to why we had been pushed off the flight and we were not given any explanation whatsoever. We caught the flight to LHR with BA but Finnair in their wisdom didn't check our baggage through to Manchester which meant we had to collect our luggage from Heathrow T3, go through passport control and transfer via the underground to Heathrow T5. A lot of people will know what its like coming out of T3 - its hard work and takes a long time. Eventually after getting heathrow express to T5 we tried to check in were told that we were too late for connecting flight and there were no more flights that day. An interesting point is that BA said that even if the luggage had been transferred correctly etc etc then we would have not made the connecting flight anyway which really annoyed me! To BA's credit they put us up in a hotel and gave us dinner and breakfast and flew us up to Manchester the next day on a flight of our choice.