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.
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Finnair - The fast airline between Europe and Asia