Finnair Customer Service Complaints - page 2

Dear finairways I complaint 4 weeks ago and got no answer .I would like you to reply before i go public with the issues Or just close your complaint forum if you guys dont want to reply .

I always use Finnair for travelling, but I was very dissatisfied with the services which they offer when you are travelling with kids. I paid for lounge, with two small kids I was asked to wait for two hours without any reason. Because I was with kids! My father and many who were travelling in economy comfort got offer to upgrade for business class, but I was not offered although I too paid for economy comfort. Because I was with kids! Is this your service for people, who are travelling with kids?

bad customer service,rude russian speaking woman,all they want is to finish conversation,they don't care,they hang up on me when i was in the middle of a sentence,just worse company,my sister's plane was late,so she missed her connection,and had to wait for next fligth from 5pm.until next day 3.30pm,she does not speak english,she was not given anything like a food voucher even,lucky she had cell phone,so i was able to finally talk to someone,it was not easy,it was not my sisters fault that she had missed her connection,they just don't care,we will never use finnair,and i will tell everybody that they suck.

Last Saturday I flew Finnair economy from Helsinki (flight QF 036)to Singapore. The food was awful; vitually inedible. I chose a pork and rice option for dinner. The pork was a brown paste and the smell and appearance of the the food most unpleasant; like cat food. The breakfast was not much better. Also, the aircraft shuddered violently during take and landing which obviouisly alarmed some passemgers. Qantas should also be told about this complaint.

I flew with Finnair into Bangkok last month. When I initially got onto the plain I thought I was back in the 80's. The decor was dated, of poor quality and seriously lacked what most other airlines offer. The entertainment set was not entertaining. There was about a handfull of options to watch (not fun for a 12 hour flight) and the actual set it self was so bad you could hardly see the picture, the touch screen did not work properly or the remote. And I was not the " unlucky one" as many other on the flight had the same issue.

Once your on- you dont have much choice so off I went to Bangkok. Upon arrival I was waiting and waiting for my bag- to be told it is not coming and I can get it tomorrow from the airport! It wasnt until I was about to leave that the customer service worker provided me with a 70euro cash passport card. With this my reaction was ' ok- not so bad, good compensation- have taken responsibility for thier mistake. WRONG.

The following day I flew to Laos- with my bag only to put my card in an ATM machine and to be told ' insufficient funds' - about 4 times. I tried another machine and another - same message. I messaged Finnair via facebook - 2 days later a response. Initially they tried to be helpful in stating to try different things, then they informed me that their records show I have withdrawn the funds already.

I did not as the ATM would not let me. All in all there have been over 30 emails with zero compensation. Some of the worst customer service I have received- One email the employee told me ' theres nothing more I can say'. Another told me there is no option to discuss issues like these over the phone as they do not have a number for complaints.



Overall- with this link -http://www.customerservicescoreboard.com/Finnair and many other alike affirm the reasonS why not to fly with this terrible company. I will NEVER fly Finnair again AND INTEND TO SHARE THIS EMAIL WITH ASMANY WEBSITES AND PEOPLE AS POSSIBLE. With the quality of service and the condition of theirplanes I would think that any one would have to be desperate to use Finnair.



Employee names : Satu Salo and Taija Hanninen.



http://www.flyertalk.com/forum/finnair-finnair-plus/714537-recent-finnair-complaint.html

https://www.facebook.com/finnairsuomi/posts/629783120392812

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To date (2.10.15)- I have not had a reply from Finnair after emailing them ona daily basis for 6 days. IF YOU FLY WITH THIS AIRLINE AND ANYTHING GOES WRONG BE PREPARED FOR THIS KIND OF CUSTOMER SERVICE!

I have recently taken a trip with Finnair from Brisbane to Budapest and back that I was deeply disappointed with.

The first bad experience occurred on the flight between Singapore and Helsinki due to the fact that the entertainment unit was not working at all. That can happen, and I would have been all right with it if the crew handled it in a professional manner. But this wasn't the case. I have asked for roughly eight hours the unit to be checked, every time getting the same response, "I will reset it for you", but none of them ever came back to see wether it was working or not. After about eight hours when I asked again I was told "Sorry m'am, it is not working". I would like to state here that I have travelled a lot, with different airlines to different parts of the world, and it did happen before that the entertainment unit simply didn't work. The only difference was that I left the plane happy as the hostess apologized for any inconvenience by giving me a little gift. They turned an unhappy customer into a happy one.

But this was nothing compared to what was to come. On my way back I wanted to check in at Budapest airport, but it turned out I was allowed only one luggage. If the ground staff were a bit more professional (I am aware that you can't control that) I could have taken my second luggage (a small bag) as a carry-on because it would have fit in my little back-pack. I was told "Finnair doesn't allow that". At this point I had no problems, rules are rules, so I wanted to pay for the extra luggage. Now this was the point where the drama began, as THE SYSTEM DID NOT ACCEPT PAYMENT BY CARD. How can anything like this be possible when technically we are living in a cashless society?! I had to pay cash, so the ground staff pointed me to a local bank (OTP) ATM, the only problem was that it did not recognize my Australian card. How do you think I felt when I was told that I could not get on the plane without paying cash. Luckily I got dropped off to the airport and my
lift was not in the traffic jam on the freeway yet, so could turn around and pay for the excess fee in cash. I wonder what would have happened if this was not the case?! Do you think that the problem has been handled professionally? I doubt it. Would I have missed all my connections because the SYSTEM DOES NOT ACCEPT PAYMENT BY CARD?! If that was the case, it wouldn't only be a complaint letter.
When I arrived to Helsinki I went to see Finnair helpdesk and I was told that it shouldn't have been a problem at check-in. That was the most disappointing. How can a ground staff dictate different rules to the airline rules? I strongly suggest you check out who is working for your airline and train them properly.

Honestly, this was the worst flight experience in my life and I will not be shy to rate Finnair as the worst company.

2 days back I traveled by Finnair from Toronto to Delhi via Chicago and Helsinki and though I am still jet legged I could not wait for long to write about the horrifying experience I had in my flight from Chicago to Helsinki and from Helsinki to Delhi .And guess what I did not face any issue from Toronto to Chicago because that flight was operated by American Airline .In short in my flight from Chicago to Helsinki AY 10.The crew members were rude and unhelpful .They were getting irritated on almost everything even if a passenger asks for a glass of water more than one or 2 times . The food was bad and seats were not comfortable at all.On my flight from Helsinki to Delhi AY 21 the experience was no better, a crew member named 'Bajaj' purposely forgot to give food to me while standing right in front of me and when I tried to remind him about it he very conveniently ignored me , I guess this a way finnair wants to save on cost and run the airline . As if it was not enough ,when I arrived at the airport I found out that one of my brand new luggage was broken .I am not sure if such blogs will make the airline realize how they they are ripping off the passengers but I hope my feedback will help the travelers make the right choice. PLEASE STAY AWAY FROM FINNAIR .

The reason behind my travelling to UK was due to the funeral of my father, who passed away on 3/8/15. In spite of the difficult times I was already in, I had to suffer more due to the mishandling of my luggage by your airlines. After I reached at Heathrow I realised that my luggage was not there and in a situation where I should have been rushing to see my dead father I was made to run here and there on the airport to search for my bag. I was told by the Finnair authorities in Heathrow that I was not travelling with a bag at all ! How could they have missed on a 23 kg bag altogether ?! I am surprised that how the guys at Delhi just processed my suit case without even tagging it.
Instead of helping me find my baggage, I was told at the Heathrow Airport to coordinate with the Delhi Airport. Does the airport not take responsibility of the luggage that a passenger is carrying ? Were they not supposed to coordinate internally and give me a resolution ? I repeatedly told them that I was carrying a suitcase with me which they did not agree to. Hope Finnair is not expecting the passengers to book a seat separately for their luggage.

Post all this activity, my wife who is in India currently called the Delhi Authorities repeatedly requesting to search for the suitcase and threatened to take legal action after which the bag suprrisingly came rolling out and was sent to London 2 days after my arrival in the city.

Whereas I was required at the Hospital to sign documents and make arrangements I was following the matter up with Finnair. Instead of fully concentrating on my father's death and my family as I was running around and calling you, catching cabs back and forth to Heathrow not only to enquire but also to collect it. Could Finnair not even deliver the bad that they mishandled ? More than the cost , which I suffered from this amateur mistake , it's the pain and stress that it caused me and my family which is very bothering.
You must understand that my normal clothes and suit for the funeral was in suitcase that I was carrying with me. I was already in a lot of pain due to the death and the non arrival of my suitcase made it even more difficult to cope. I had to buy clothes immediately and arrange hotel night stay for 2 days. Also food in the reclaimed baggage went off and damaged clothes and suite case was damaged from the outside.

I would request you to look into this matter asap and expect that I shall be fully compensated for the very difficult situation I was put into.

AY5652 7/31/2015
I was unable to select seats or a meal on this AY-IB code share flight through neither the Finnair or Iberia websites or reservation lines. The IB agent told me to call AY and, guess what? The AY agent (A self proclaimed "supervisor" with an attitude, named Amanda) told me to call IB.
Incidentally, the customer service line for AY had a wait time in excess of 20 minutes at about 1300H on July 28.
Great customer experience, guys.

Hello,

i would like to file a complaint regarding a purchase during the flight. The amount billed was wrong and i noticed it only after receiving my credit card statement. The flight was from Helsinki to Brussels. HOCK/CATHERINE



The purchase was KIEHL's Midnight recovery concentrate. 30 ml.
My visa card was billed 89.50. I'll of course give you my full credit card détails upon request.



Looking forward to hearing from you.

Best regards

Catherine Hock

Turned away at the gate/customer service-long wait and disconnects after couple of minutes speaking to the representative: My 14-year old daughter was turned away from the flight at the boarding gate in SFO. She flew this route (SFO to LED) when she was 12 years old on her own (as Finnair did not provide unaccompanied services at that time). This time, Finnair's co-shared airline (American Airlines) had a change of rule which does not allow minors (including 14-year olds) to fly on their own in order to connect to Finnair flight from JFK. Even though at the check-in, AA flight attendant offered unaccompanied services for which I paid; however, at the gate, my daughter was turned away. I was offered to accompany my daughter for $4,000 to JFK. When ticket was purchased via Finnair website, nothing was mentioned regarding this change with co-shared flight, considering, that I had to specified my daughters age. Also, Finnair website considers young adults from age of 12 to 25. Customer service numbers are unreachable with the wait of over 20 minutes and after two minutes the line disconnects, repeatedly. I also have to call Finnair office in Helsinki for a refund, incurring euro charges on my end from Finnair.

Finnair's service has in my case been extremely bad. I was denied access to a flight, booked half a year beforehand, because of overbooking. I was not given any compensation at the airport, even if EU regulations state that you should have one. I have in vain tried to get one. The ground service wasn't good enough and now it is extremely difficult to reach and get feedback, when asking for compensation. Couldn't be worse.

Since Friday 12th I have been trying to change my booking 6MXZG5. Whenever I try to move to the next page I get the below message. The cost to change the ticket on Friiday was 50e, I tried to change then but could not, I managed to get onto the system on 13th and the cost to change was 73e, I again tried to chnage the ticket but your system would not accept my name on my credit card!!! I have called my HSBC bank and they say the problem is with Finnair. What the hell is going on with Finnair. Seriously you folk need to wake up becuase your customers will not put up with this appauling service, thie really is 4th world. I have just called your Shanghai office and all they can say is sorry we have problem with the system. Now I just talked to Shanghai and I am told I have to pay 800RMB which is double what i could have paid on Friday was it not for your system. I need to change this flight to return on 10th August at 1115 so i have no choice but to pay. This is a disgrace Finnair, why should I have to pay for your error.

This is what the computer error message is - Bad Request The request could not be understood by the server due to malformed syntax. The client SHOULD NOT repeat the request without modifications.

It is an extremely awful experience to try to contact a finnair representative. One hour of waiting and got disconnected. When a representative was available to answer the phone, it was beyond extremely awful experience. Instead of helping me, she basically just hung up on me while I was still trying to explain that my husband's name isn't as shown on his passport(because of them too).

Finnair's customer service is close to useless. If nothing goes wrong in your booking, flying long-haul flights with Finnair is a good steal. But once something happens and you need to modify your booking or you just simply need help, you're screwed. First of all there is no toll free hotline, this makes life very hard for people overseas struggling to find a landline. Secondly, the social media accounts are very inactive, while the chat service essentially can't help you change your booking because you have to call them. Neither can they solve technical issues. The website's booking system is particularly dull, it doesn't know how to handle re-bookings and people end up with being charged twice, two bookings, and even not being able to book anything. So Finnair if you're reading this, you need serious upgrades with your sites. I've tried calling the hotline to reinstate a booking only to come to the website a few hours later and see 2 bookings that can't be changed at all. These officers don't seem to know much, you have to keep pressing for them to tell you the exact details and options you have. When I asked when will my booking be most updated the response from the live chat personnel was actually "I do not know how busy the *insert country* office is". This means that Finnair your booking system is not integrated and its causing a lot of people headache. I've heard similar horror stories from friends!

About the youth ticket and the booking system. If you change your flight less than 2 months before the departure, there is a very high change you will have to pay a lot more than the 75 SG dollars as promised initially. I changed the return date on my return youth ticket and it amounted to 350 SGD. But then it became another price ticket type which meant that instead of 2 luggage, as I have earlier booked, the new ticket only allows 1 baggage. Which doesn't make sense of course, how can I leave with 1 luggage when I came with 2? Evidently the website booking system is not smart enough to identify that a change of flight on a return youth ticket would mean that the new flight has to be a youth ticket type.

Finnair website offer no customer services at all. The so-called 24 hours customer service hotline in Finland does not work. And no email address can be found on the webpage to reach them. It is also very annoying that they instructed the customers to enter only the First name when booking a ticket, I tried to enter a double first name and the system does not allowed. No other airline is like that. Now, I was also told that there is a risk of not able to go on board if the name is not matching the passport. Why so simple things Finnair have to make it so complicated?

Hello,

I returned from a week long vacation from Dubai to Helsinki. It is a 6.5 hr flight. At Dubai airport, Finnair personnel did not have a plastic bag for packing my baby's pram. I was advised to get it plastic wrapped by paying 20 Dirhams from the next counter operated privately.

Inflight, my disappointment was increased further by their services. They were selling juice, water and were not interested in any service provision in the flight. For eg, if the pilot came near toilet from the cockpit, the airhostesses simply closed the curtains, without telling the passengers to go the other toilets. It felt like we were being thrown out of the area.
They did not have any microwave oven for heating baby's milk-only hot water and we had to keep the bottle in plastic container. All airhostesses were rude and interested in only selling products or alcohol.

The blankets provided by them were not clean and not plastic wrapped, simply delivered by hand- so unhygienic.

I just returned from a week-long trip to Europe; going over I traveled British Airways and returning I flew Finnair. The contrast is just incredible. British Airways has well appointed cabins, spacious seating (even in Economy), free beverages and meals the entire trip (from water to mixed drinks), excellent in flight entertainment with many movies and other media to choose from (all with excellent audio)....in short, the usual efficient and pleasant British service. Finnair was just the opposite. One free glass of wine with dinner and then you were on your own to purchase wine at six euros a glass which comes out to being about $9 a glass. The seats made sardine cans look spacious, and the on-board entertainment had such poor audio that one could not understand a single thing being said. At the end of the trip I asked several other passengers about their experience, and it was the same. My recommendation: Avoid Finnair like the plague!

Together with my mother I flew from ZRH to Helsinki on May 29th. Her suitcase arrived, mine stayed behind.
I then heard that my suitcase arrived in Helsinki the next morning, Friday.
I then heard that the suitcase was put on a bus to Mikkele (our holiday destination for 3 days), Friday night.
It is now sitting with the forwarding company in Mikkele. This office is closed during the weekend and does not deliver.
I have two options: 1) leaving back to Helsinki tomorrow without my suitcase and hoping it will reach me at home in Switzerland next week sometime or 2) hope that I can get hold of someone from the Mikkele office tomorrow Sunday and collect the suitcase myself on my way back to Helsinki.

If this is what is the kind of customer support an airline offer - then I definitely make sure not to ever fly this airline again. International business attitude and understanding has obviously never reached Finair. And I will certainly tell all my friends about this..

innair care Ref : 1-4151996741

Dear Sir/Madam
I have been trying to reach your emial for past 1 week but unable to do so. Actually I want to know how I can claims the 300 Euro voucher you have given to me in response to my flight delay. Thank You

I'll never fly Finnair again!!!! They simply have NO customer service. Our flight in Chicago was delayed, we all missed our connection flights. They started giving us new tickets and to SOME people they were also giving vouchers to use for food, but for some they were not, without explanations when were asked why. When they were giving me my new tickets they took my passport and forgot to give it back to me. An hour or so later I went to passport control and realized that I don't have my passport. I almost died. I started running around like crazy looking for my pasport, and once I got to the office where they were giving us new tickets I asked if I they have my passport. SHe laughed and gave it to me!!! I mean really??? She couldn't use loud speakers??? Or for a fact I had a problem with my ticket and she told me to go to a different office, she couldn't call that office and tell them that I forgot my passport there???

There was a lot of other things. Now, two month later I am still waiting for a response from them. I can't believe that they just ignore their customers like that. No wonder their staff is so rude. NEVER!!! NEVER!!! FLY FINNAIR!!!

Customer BEWARE - on 6/22/12 I flew from USA to Helsinki with a connecting domestic flight from Helsinki to Kuopio. Due to a thunderstorm in USA my flight was delayed and I missed my connecting flight in Helsinki. Finnair requested that I purchase a NEW TICKET from Helsinki to Kuopio for the next available flight. The agent was very rude and not helpful at all. I'll not fly Finnair again.

we have booked flight for our son who goes to school in Australia. . All confirmed and paid 6 months ago. But yesterday (a day before the departure)we received a new e-ticket from Finnair’s agent (not the agent that we bought the ticket from) in Australia with different flight, which depart midday. It is obviously not possible to take that new flight. My husband tried to contact that email sender without success and he had to take a day off in order to sort it out and the original travel agent also tried whole day and around 5pm she finally ensured that our son could get on the same flight on business class of Cathay pacific (flight operates by Cathay). After a sleepless night (because we completely lost trust on Finnair) now the agent sent a new e-ticket again which has all same flight as the first original ticket. Does Finnair sell same seat twice and just move customer as they want! We can’t trust Finnair at all. Highly unreliable, unreachable.

DO not never fly with Finnair no services staff rude, you get better service in New Your subway!
We had many problems and no solution as of yet 4 month later.

Just if you can stay away from FINNAIR

Finnair decided to delay our flight for almost 4 hours simply to wait to some connecting passengers. This is obviously unacceptable and the airlines decided to do that obviously to save the money that would have costed accommodating the connecting passengers in Helsinki. No explanations were given to us on the reason of the delay nor were we offered any assistance during the long wait at the airport. When complaining to their customer service, I did receive no response. This was not the first but the second time that I had to deal with Finnair customer service and I am still waiting for their response to my first complaint (about 2 years ago). Finnair is a company which obviously does not care about its reputation nor its customers so you better avoid.