Review Time
We took a business flight for myself and my wife from Australia to UK. Stopping in Hongkong and Helsinki. On the return journey while waiting in London the flight to Helsinki was delayed 2hrs due to an issue with the plane luggage hold door not closing. At check-in we were told the connecting flight would wait. So we took the flight. We arrived at Helsinki without a single person to meet us and the airport was basically closed. We got an email stating that the connecting flight had departed. We were to be delayed 24hrs and a flight to Japan would leave the next day. My wife didn't have a visa for leaving the airport as the hotel required leaving through customs. It was 12 midnight and no one to speak with. A number of other passengers had the same issue. So we were forced to wait in the airport for 6hrs until the business lounge opened up and at 7.00am the onward flight centre opened up. At the onward flight just got told nothing we can do and handed a customer complaint card. What is so frustrating is that they informed us the connecting flight would not leave without us after we had boarded the plane. If we had known that we could have stayed in London and caught the next available flight with no issue. Instead it took us 52hrs to get home stuck in airports. Then when we arrived they lost one of our bags and another one was damaged with a big dent and the wheel ripped off. As they re-directed the flight with Qantas we were told the damage to the bag was Qantas problem not Finnair. Qantas told us they "Don't refund for damaged wheels" and told us to contact Finnair. Just bucked from one to the other. Customer service during the flight and after was none existent. Everything is done through chats on there website. After filling in forms and wasting more of our time they responded with sorry not our fault. The EU compensation we applied for was refused as it was considered "extraordinary circumstances". They gave a different reason something about plane rotation whatever than means. Nothing about the damaged luggage. The they made a big deal of being generous by offering us a $150 Euro voucher for Finnair. Completely useless and we will never fly with them again. Completely uncaring and the worst customer service ever. They even told us the response would be weeks because they were receiving so many complaints. No surprise there. Even the business flight itself was below average. Food sucked. The only positive was the new bucket seats were good for sleeping. Stay away and don't waste your money. So many much better airlines around.
Worst flight experience ever!
I am a relatively frequent flyer. Finnair created a new experience.
Our guide brought us to the airfield of Tartu, Estonia on time. The captain of the plane had decided to leave early. No communication, no phonecall, no email.
Do you believe it?
Just following up on anold grievance where I booked a flight with my family to London for vacation before covid was a thing. Scheduled the flight early and was going to fly out in August. Covid changed everything and we had elderly family flying with us. The flights opened back up but we would have had to quarantine for 2 weeks on arrival in London negating any common sense to travel there. Was told over and over again to cancel within a couple days of the flight. I finally called the last couple days before the flight and was given a couple dates around christmas to reschedule. No other options were given and I could not reschedule on the dates that were provided as my children had school on those dates, and my parents and Inlaws were still weary of travel. As most of the party was out of town we all did not travel to the airport to contest, as we thought it to be futile after many discussions with the airline. More than $6,000 was taken from us and was, by their account, forfeit. I will never recommend or use this airline. They took advantage of the times to steal our money and vacation from us, offering little to no alternatives and no vouchers. The pandemic was abnormal and their idea that flights were running, at the time, on schedule so that they will force people to honor their commitments, no matter the circumstance or risk, was appalling. I will never recomend Finair so fly at your own risk. I told them at the time I will continue to leave bad feedback until I feal I've earned my money back. Been a while but I will continue to do so.
Nick
I recently attempted to assist my dad in changing his standard business ticket home due to unexpected circumstances. The support team left me utterly shocked. They were dishonest, unhelpful, and misleading throughout the process, trying to impose excessive charges for a change that should have been complimentary. After HOURS of waiting and negotiating, I had no choice but to agree to a fee of 900€ just to get him home. I strongly advise against purchasing business tickets from this service!
I accidentally booked two checked bags for my outbound flight but none for my return flight, instead of one for each. This confusion arose due to the layover on the outbound flight, which displayed as two separate flights. The chatbot was completely ineffective, failing to connect us with a customer service agent. When we tried again later, we learned that this issue could only be resolved at the check-in desk during departure, without any indication of the potential cost. After contacting customer support a third time, we discovered that a refund request must be submitted within 24 hours of booking, and reaching out to customer support does not count if assistance isn’t provided in that timeframe. In summary, there is no way to transfer an already booked and paid checked bag to another flight. The only option is to pay for an extra checked bag for the return flight.
This has been the most disappointing airline experience! The seating is outdated and uncomfortable, with minimal space. They don’t provide even a pillow on long international flights. The boarding process is chaotic, leaving passengers cramped for too long. The meal served is unappetizing for such a long journey. I will definitely not fly with them again, though the staff was friendly.
This airline is the worst I’ve ever encountered! The seats are outdated and uncomfortable, with minimal space, and they don't even provide a pillow on long international flights. The boarding process is chaotic, leaving passengers cramped for too long. The meal served is disappointing and unappetizing for such a long journey. This will be my first and last experience with them, though the staff members were friendly.
I’m giving this airline 3 stars because my issue was resolved at the last moment. We forgot a phone on the plane during a layover and spent hours trying to retrieve it. The staff initially claimed it wasn't their responsibility, which was frustrating. Fortunately, a cleaning crew member saved the day by returning the phone just in time for our boarding. The staff's attitude varied from helpful to rude.
Traveling from one city to another, my luggage was delayed and I received it a day later. Now, days after returning, I still haven't gotten my luggage and have no idea when it will arrive. This situation is unacceptable and unprofessional, especially considering the costs associated with flights and our personal commitments. I cannot recommend this airline.
I experienced terrible customer service, even worse than other low-cost airlines. There was chaos at the airport due to a power outage, and some bags, including mine, were left behind without explanation. After hours of waiting and no updates, I contacted the airport directly, only to be told my bags hadn't been loaded. The staff was unhelpful and dismissive. I strongly advise against flying with this airline.
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Finnair - The fast airline between Europe and Asia
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