SERIOUS ISSUE ALERT! WILL UPDATE IF ACTION IS TAKEN. I truly hope the airline addresses this matter. My family and I left from an airport at 12pm for a 1:05pm flight to another city. The representative at the check-in desk was exceptionally unfriendly, unkind, and frankly, harsh in her handling of the situation. She asserted that my parents’ flight tickets didn’t include cabin baggage, which was confusing since they had a round-trip booking and faced no issues on the first leg. My sister and I both had cabin baggage included, so we politely and patiently inquired if we could take their small luggage with us instead. She completely dismissed our request. She mentioned she would check, BUT SHE DID NOT AND INSTEAD charged €120 to my parents, taking their credit card without allowing us any opportunity to discuss or explore alternatives. By the time we understood what had occurred, it was already too late. The representative was a short-haired, blond-ish woman, and her demeanor felt unnecessarily severe. I’m unsure what kind of day she was experiencing, but we communicated respectfully, and she clearly took advantage of our parents in that moment. Please investigate this matter. It appears there have been similar complaints, and this level of treatment is simply unacceptable.
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Finnair is the flag carrier and largest airline of Finland, with its headquarters in Vantaa on the grounds of Helsinki Airport, its hub.