Requested an aisle seat due to a physical/health condition. They replaced it with a middle seat without ANY notice or ANY explanation in Helsinki. I found out when the scanner would not let me get on the plane rejecting my boarding pass. Despicable attitude and a total disrespect for me as a passenger.
The place between the rows is ridiculous when the seat in front of you is reclined - if you need to go to the bathroom, you have to tell the person in front of you to put the seat back up. Otherwise you won't be able to get up on your feet.
Review by Shehryarali2 months ago
Finnair lost our luggage for 2,5 days when we traveled to India, which unfortunately happens sometimes.
A representative gave us a confirmation and a contract delineating the possibility of us getting around 70 euro each to buy some of the basic necessities that we no longer had access to.
Upon returning home and filling our the formula to get reimbursed, they declined and said we were overdue, and that their contract only lasts for three weeks after the luggage has arrived.
I specifically asked the representative in India if we had a time limit to fill it out, which he replied no to. And also no such thing was specified in the written contract.
Never again will we fly with Finnair, shame on you!
Review by Xijun2 months ago
Last May I travelled to Japan via Helsinki with Finnair.
The company gives the option of pre-purchasing seats at different prices or a seat is automatically assigned at check in 36 hours prior to the flight. Being warried that I would have been allocated a seat I did not like without option to change it on my way to Japan, I contacted the customer service via phone. I was advised that all the most popular seats (isle and window) were with charge and if I wanted one, I had to be purchase one. I therefore handed over £21.70 and purchased a seat.
However on opening of the check in NOT A SINGLE seat on the isles and windows were with charge and could have been picked one for free.
I therefore contacted the customer service via web complaining about the misleading information given and requested a refund due to wrong and misleading information given only to get my money. The seat I choose would have been placed for a free choice.
The answer from Finnair customer service (by someone called YANA A.) was that they could not refund for a service already used (sure, I should have maybe postponed my flight until I had their answer not to “use it”) and that the information originally given was because the person I spoke with “ WAS SPEAKING FROM HIS/HER PERSONAL EXPERIENCE” rahter than actual T&C.
The answer received was even more infuriating than the original (intentionally) wrong information that pushed me to purchase a seat that I could have had for free in the first place.
So I found myself trying to enjoy a holiday I waited all of my life having arguments with Finnair customer service due to their unreasonable answers completely unprofessional and inaccurate, as if the sale of seats was an opinion based on personal experience rather than an established rule.
And if this is not enough, on my way back from Osaka with stopover, Finnair decided to leave Helsinki without many of the passengers luggage, including mine! The reason, no enough time to disembark them for security checks before loading them into the flight for London. The flight was already 15 minutes late to take off and an announcement of the captain advised that they were waiting to load the last remaining luggage. However 5 minutes after that, the flight left for the runway.
Once arrived at the luggage collection in Heathrow, wait and wait and wait until the delivery belt stopped and about 15 people, including me , were left there in complete silence.
Finally a rep from Finnair appeared talking to one only passenger (not advising anyone else there waiting) with no care in the world and with a list of names in his hand of the people who had their luggage left in Helsinki!! Please note: list sent by Finnair Helsinki to London prior to the landing of our flight.
This without any notice, pre advise or any choice in the matter. There were people who had to take trains and travel to other destinations, including a poor Japanese girl who could not speak very good English and due to travel the day after to another county, left there without knowing when and if she was going ever to get her luggage.
The Finnair rep said that it was most probably due to the security checks and from what I gathered, it was a standard routine, that MAYBE mine would have been embarked in the later flight and after registration, I would have received it MAYBE the following day.
There was also another guy arrived with the flight before mine who had his luggage sent via yet another flight, and not advised about it.
I became even more upset and tried to contact the Primary Tracing luggage center in Helsinki at the telephone number given but with even more frustration and upset feelings. 1 – to speak with someone there is a minimum of 35/40 minutes waiting AT A CHARGE!
2 – once you manage to speak with someone, in my case the person I talked to was completely ignorant on anything that could be done or would have happened.
3 – after the 3rd call (another 35 minutes wait) I required to collect my suitcase directly at Heathrow and not having it delivered (times unknown). Answer: we cannot contact the rep, we can only send an email but wait minimum 5 hours because they are not always there to pick up messages. Than got to Heathrow and wait. Go were? Which area/place in particular? Any desk/person as a referral? No…just go to Heathrow and wait there! Sorry, this is the first time I am dealing with such request, I was told......this is so ludicrous! No skills, no precise information nothing of nothing from a department that is “dedicated” to solve issues of lost luggage. The luggage was delivered to me more than 24h after my arrival.
And apart from completely missing my lactose free meal on return, here another incompetent and almost insulting service.
I advised YANA of Finnair customer service of the disgraceful luggage service experienced that was totally decided and carried out voluntarlily by Finnair, and advised that I would have NEVER have travelled with Finnair again. Honestly, I would prefer to walk to my destination rather than using them.
At the end YANA advised that in view of my experience, a EUR30 voucher was issued towards the purchase of another flight with Finnair and, with very much generosity (from my side) the voucher was transferable to anyone nominated by me…with 1 year expiry of course.
This was the last straw. Not only Finnair gave me completely untrue and misleading information to push me to buy a seat that was free of charge, not only they voluntarily left my suitcase in Helsinki causing me even more distress while dealing with completely incompetent and ignorant people, YANA and the customer service added the final insult of sending me a EUR 30 voucher to be spent in a flight that minimum would cost me well above £200. Nice to be generous in order to get even more money out of me. It is an insult to someone that already had a very bad experience with Finnair, and they expect me to fly again with them? No.
I contacted someone in the Finnair Management Board and I want to see if they will ever answer. Check other people experience with Finnair before you might decide to purchase a flight. Well done Finnair!
Review by Khayn Odeyeme3 months ago
RADI!! Best customer support agent EVER! I called for a modification and he made everything so easy and fast and friendly I cannot stress this enough.
Radi, keep this positive attitude and keep rocking!
Review by Niklos3 months ago
This was my first and last time flying Finnair. Our flight AY1332 departed LHR 1 and a half hours late due to a so called technical problem with the aircraft. We arrived into Helsinki Airport late and missed our connecting flight to Riga. We were transferred to a much later flight with Air Baltic arriving 7 hours late in Riga. The whole episode was very stressful and tiring.Just when we thought our nightmare was over the return journey was no better. The flight AY1076 from Riga to Helsinki was delayed due to the late inbound flight. The connection time between flights was only 35 mins. We were worried of missing out Helsinki to Heathrow flight. We arrived 20 minutes late into Helsinki at gate 10 and our departing flight AY1339 to Heathrow was leaving in 20 minutes from gate 44a. We had to run from gate 10 to gate 44a and just made it in time even though they had delayed the flight for us by 15 minutes. It was a very long and tiring walk between gates and my mother who is 77 years old nearly collapsed. Firstly, there were no Finnair staff to meet us and help us to gate 44a and secondly we should have been provided with a buggy to take us from gate 10 to gate 44a and it is a very very long walk. The purser gave my mum a cup of water as she could see how unwell my mum looked. The whole experience of flying with Finnair was very stressful, exhausting, tiring and unpleasant. Some of Finnair's connecting times between flight are unrealistic and very ambitious. Finnair have lost my custom as well as custom from my family and friends!!!
Review by Bafford Derrow3 months ago
Frequent Finnair traveller and flew from HEL-HKG with their A350 XWB in Business Class. As I'm 199 cm tall I was in the impression that Business class is superior to Economy class when it comes to leg space. Sadly, this is not the case with Finnair as they took the decision to cramp in an extra row of seats in their business class section compared to other airlines like Cathay Pacific. So there are eight rows instead of the usual seven and because of this Finnair's business class in their A350 are not so comfortable for taller people (I guess from 180 cm and taller).
The seat is not a problem when seated but when the bed is a flat bed I did suffer a lot. The flat bed is also very uncomfortable as the middle part in the seat went right into my back so I had to place my legs in a turned position and try to lie flat as possible and to keep my legs turned in the same time. The result was not so good.
I always sleep on my side so sadly I didn't get much sleep on this flight and had to watch movies instead.
It feels Finnair didn't try out their business class seats properly and it was too rushed in order to have their new business product finished when the A350 were delivered.
Apart from the leg space I think the service (hong kong crew only) was mediocre at best. For instance I wasn't asked if I wanted a drink when I was seated. During the flight there are some small candy and drinks in the"bar" in the galley to take whenever but when I entered the crew was there as well and I felt I was intruding their personal space and wasn't supposed to be there.
- The pillow was very small and didn't give me much support.
- There are no pyjamas offered and there was just a blanket so I basically had to sleep on a sleep that thousands of people had slept on before. That's pretty disgusting. At least offer some bottom sheet.
- Impressive new movies in the TV but why is the resolution in movies so bad? It feels like I'm watching 480p or something and the audio is pretty bad as well in the head phones, especially when watching an action movie with explosions. Resolution should be set to minimum 720p or 1080p with a higher quality for sound.
+ Food and drinks was actually pretty good. I can recommend Finnair's signature drink which is basically a glas of bluish champagne with dried strawberry. It's called Blue Sky Signature Cocktail and it was pretty nice.
On our way back to HEL from HKG with the same airplane A350 XWB we booked Economy Comfort with much better leg space and I could sleep some hours. I do recommend Finnair's Economy Comfort and in 2021 they will relaunch it and call it Economy Premium. Pretty excited and I hope they will keep the same generous leg space or sadly I will be forced to switch carrier.
Same head phone in Economy Comfort as in Business but the screen is a little bit smaller and because of this the resolution from the movies wasn't so pixelated as it was in Business.
I love Finnairs planes with the model A350 XWB and I think they are very nice designed with the grey interiors inside. But Finnair made a mistake with their decision with these very uncomfortable cramped business class seats. I don't think its proper business to offer a premium product and save some money. A premium product like business class should be generous.
For future I will spend my money on Economy instead and especially Economy Comfort where I don't have any problem with space for my legs. For me Finnair has some great destinations from HEL but I'll stay away from their business class as much as possible if they can't do something about that extra row and increase leg space.
Review by Anushya3 months ago
FOOD ALLERGY ALERT!!! DO NOT RISK YOUR LIFE AND DON'T FLY THIS AIRLINE!!!
We had the worst experience with Finnair and we will make sure to never fly with this airline again.
We flew from Helsinki to New York with my 9 month old daughter how is severely allergic to all tree nuts, eggs and sesame (she has been hospitalized because of her allergies). Originally we booked our flight through British Airways, but it was operated by Finnair. British Airways were aware of my daughters allergies and it was all in the system for everyone to see. When I approached Finnair staff, they told me they see the allergy note in the system, however they don't have to do anything from their side. I asked if they could make an announcement, they said "ABSOLUTELY NO", that their airline does not make any announcements regarding allergies. OK.
I then asked if one of the flight attendants could ask people that are sitting next to us not to eat nuts. They said "NO, we won't do it because if passengers have nuts with them they have the right to eat them". That's correct, however I just wanted for people sitting next to us be AWARE that there is a baby who can literally die from inhaling dust froM nuts. Their response was "NO, we won't ask or tell anyone anything, but you can do it YOURSELF". Which I did. And people were understanding and luckily they didn't have nuts with them on the plane.
I was also told that if I don't want, I don't have to board the plane. But then I asked what are my choices, they said you can book another flight in a couple of weeks!!! We live in New York, I was traveling with my infant daughter, do you think I could just stay in Finland for couple of weeks? This was OUR connecting flight to go home to NY from Europe!
After boarding was completed, the chief purser approached us and told us again that they can't help me in any way and now that I boarded it is my full responsibility if something were to happen and that they will continue to serve nuts on the plane. She also told me that the PILOT said to "STOP COMPLAINING BECAUSE THERE IS NOTHING THEY WILL DO TO ACCOMMODATE US AND IF I DON'T LIKE IT I CAN LEAVE, THEY WANT TO HAVE A PLEASANT FLIGHT" (she repeated that couple of times) !!!!!!!! I was in absolute shock and simply said "I wasn't complaining, I was only asking for help and no one, no one did anything to care or help". I couldn't wrap my head around the words coming from the PILOT and the way they were said by the chief purser.
I was never in my life treated inhumanly like this anywhere. They made me feel as if I was a crazy woman with an allergic baby asking for impossible things. I am lacking words to describe the brutal service we received from Finnair staff. Never again.
Review by Afrida Scaramuzzino3 months ago
I have flown internationally over 500 times in the last 20 years but the customer service experience I had with Finnair on 25 February this year and in the months following was the worst I have ever experienced. I arrived at Moscow airport early needing to change my return booking, which the Finnair representative assured me I could do for a small fee. She dialled a Finnair booking clerk who for no apparent reason treated me with inexcusable bad manners, repeatedly questioning whether I had a booking (which the Finnair rep had told me he had on screen in front of him) and, when I asked him to hold while I got my flight details out of my bag, put the receiver down on me. Because of circumstances at the airport and following advice from the Finnair rep, I then had no alternative but to buy a fresh ticket with another airline at almost ten times the cost of changing the Finnair ticket. A couple of days later I changed the date of the return component of my Finnair ticket over the phone without difficulty - proving the clerk had no right to refuse to do so. On my return I made a formal complaint to Finnair (complaint No 1-82619499321) and requested half of the cost of the (return) ticket I had had to buy due to the clerk’s misbehaviour. Over the following 3 months I pursued this matter through an extensive exchange of correspondence. It soon became apparent that the Finnair complaints people’s only interest was evading any element of responsibility, however clear the evidence. They made no attempt to answer the points I made, inventing a series of red herrings to degree which I my opinion amounted to straightforward dishonesty. I started flying Finnair a couple of years ago, like Helsinki and had intended to use them regularly in future but I refuse to use a company which is insolent, incompetent and mendacious towards its customers.
Review by BSoe3 months ago
Completely unrealistic transfer time. I booked a flight from Heathrow to Kajaani via Helsinki. The time between one flight landing and the next one taking off was 40 minutes which I was assured by Finnair staff was plenty of time. However, when my first flight landed the information screen showed the transfer time as 55 minutes. I just about made the flight but only because I ran all the way. It was a very stressful experience and one which I had to repeat on the return journey. I will not be travelling with Finnair again and would advise others to find an alternative airline.
Review by Oimi Sammygurl3 months ago
Due to engine trouble, our flight from Hong Kong to Helsinki was rerouted to Beijing for repairs. We took off, only to return to Beijing as the problem was ongoing. We were not offered proper meals nor a hotel room by Finnair. Many of us were left to sleep on the floor of the airport lounge. Our flight time kept changing. When we finally arrived in Helsinki, several of us had no lugagge. We were told it had been left in Beijing! We have been in the same clothes for 3 days and are without medications. We have winter clothing and it is summer here. No offer of any sort has been given to us by Finnair.
Review by Quelle3 months ago
We were due to fly Kazan to Helsinki then onto Manchester (both Finnair flights). At 5pm the day before flight we got a notification "flight cancelled". We then got a follow up e mail saying flights rebooked Kazan to Moscow then to Amsterdam and then to Manchester. An hour for each connection. No support or advise about what to do at each terminal.
On checking in Finnair had not booked our luggage onto the flights (2 suitcases and a bike box that we had already paid for). Aeroflot would not let us onto the flight until we paid £223.
We rushed from one gate to the next in Moscow, then again in Amsterdam and finally after a very stressful day travelling arrived back in Manchester 10 hours delay and no cases and no bike box.
We finally returned home that Tuesday evening and our bags were returned to us 2 days later on the Thursday after several chase up phone calls.
We wrote to Finnair to ask for the £223 back and the compensation we were due as per EU regulations. They paid back the money for delayed cases (minus exchange rate charges) but said no compensation as it was extraordinary circumstances (the pilot was ill).
Apparently a "pilot being ill" is a regular excuse for a catalogue of cancelled Finnair flights.
I will now be pursuing compensation via a solicitor.
And throughout all this fiasco not a single apology for the inconvenience caused.
Shame on you Finnair
Review by Deotpej3 months ago
Flew with family of 4 London to Bangkok (via Helsinki). Everything on time, seats and entertainment very good, the food was good too. All very organised, polite staff etc. Helsinki airport was brilliant, on the way out we walked off the plane straight to the connecting lounge (no security). Don't know if we could've asked for more, especially as the tickets were almost the cheapest we could find. Only thing is you get an email a few weeks before the flight which looks like you have to "buy" your seats, ie pay to choose your seats. You dont have to. If you're a family they'll sit you together anyway, but you can pay that bit extra to choose your seats if you want i guess (like Ryanair etc). If you want value and comfort and efficiency but dont mind changing flights Finnair is a great option for flights to Asia.
Review by Frengo3 months ago
Awful service. Seats double booked on both the outbound and inbound flights. Managed to get on the outbound flight in the end, the return leg our seats were unavailable. Missed a night in a nice hotel in Helsinki as we had to be re routed the following day. Finnair say they will not refund the hotel costs. They offer us the minimum compensation by EU law, but only for one of us - there were two passengers left stranded by their overbooking seat. Do not fly with Finnair if you expect and kind of decency with customer service, or if you expect to get on the the flight you booked, as there is a good chance they have sold your seat to someone else too. I'm forced to take my complaints to the EU body for aviation.
Review by GivingOneMoreTry3 months ago
Good service - a good choice for long flights. Safe and steady company as well.
Review by Masyio4 months ago
Finnair are good at trying to harrass more money out of you: pay extra for snacks, choosen seats, upgrade etc; & you will receive emails prior to your flight about these - I ignored them. I myself only ask of a flight to get me from A to B on time & without the plane dropping out the sky. If I had to pay extra for that I would fly with someone else.
Staff were friendly: spoke English, Swedish and Finnish.
The boarding at Helsinki was chaotic due to no allocated queing system & not being able to hear annoucements due to screaming children.
The online check in was such a pain I cancelled & checked in at the airport: all in all its an average airline.
Review by Montie4 months ago
I ordered flights HELSINKI - BUDAPEST - HELSINKI 14.3. - 17.3. as Finnair flights.
They were mentionet Finnair flight in every document. When entering the plane, the name of the company could not been seen. The aircraft was just white. We were wished welcome to Finnair flight by the Lithunians. The company name was GetJet.
In the cabin crew there was only one representative from Finnair. She was ashamed.
The plane was unclean and the cabin crew spoke very bad English. They also told me when asked that the plain is not under their maintainence system.
Pls never ever use Finnair. They are arrogant and fake. I also started a social media campgain against Finnair in this matter. Ordered and paid Finnair flight Finnair standard. Got totally something else. Pls. Your turn! See what happens.
Review by Harinatha4 months ago
waiting for delayed passengers for over an hour made the flight late for my next connecting flight where no one waited for me. had to wait at airport for 11 hours. never booking with finnair again
Review by Aurin4 months ago
Very friendly staff BKK /Helsinki
Drinks ,several times
(enough for me)
Especially very cheap price
(what to complain about)
Review by Munntaha Relatado4 months ago
My bag was "late to the flight" (that's Finnair explanation) - direct flight from Frankfurt to Helsinki. It was really not my fault, I was in check-in line 2 hours before departure but unfortunately the check-in process was really badly organised in Frankfurt and not sure where they sent my luggage (arrived in Helsinki the next day, although first Finnair informed me that will arrive the same evening in the airport).
I was going home for a 5 days vacation. I arrived on Friday evening (250 km from Helsinki). The luggage was sent by Finnair as normal package, due to be delivered the following Wednesday (the day when I was flying back to Frankfurt). I went to pick it up myself on Tuesday evening from bus station because I needed to prepare my luggage for the flight back next day.
Unbelievable... considering that the ticket price Fra-Hel-Fra was 650 € (economy class).
The reason I gave 3 stars is because I still think that it is a safe airline. However, sadly, it starts to resemble a low cost airline but with high prices.. :(
Review by Pipil4 months ago
I gave notice to the airline that due to passport issues, I would not make the first leg of a 5 leg round trip journey. I would arrive at a later destination.
They refused to change my booking, cancelled all 5 flights upon non-boarding of my first (short intra-Europe) leg, refused all miles/points, told me to book again, and have since stopped responding when I declare my rights and request my airport/country taxes refunded.
Review by Kerenza4 months ago
After fighting and try all what exist to reach them I want to say that I finally GOT REFOUND
Review by SigVid5 months ago
My Children flew from Frankfurt Germany to El Paso Texas over Dallas Texas on the 21st of May 2018 with American Airlines. After checking with the travel company we book through, (an affiliate of Finnair) my children stopped over in Dallas and returned on to ElPaso at thier own costs. We received the day before my children were to fly back to Germany a cancellation information for the return flight from Finnair. We called customer service in Helsinki and received information that we would have to call American. In doing so we found out that because my children did not take the flight from Dallas to ElPaso they would not need the flight back? Furthermore the Flight from Dallas to Frankfurt had been marked from Finnair. To get it unmarked we would have to call Finnair. We called Finnair, their remark was that we booked over a travel agency and would have to contact them. We did so. The Travel Agent had to then call Finnair? Finnair refused to unmark the tickets with the respose we could have the tickets for a fee of 4000 €.. Because - the travel agency we booked through does not have the same terms and conditions of contract as does Finnair, they are completely different. But Finnair does not check their affiliates terms, their is no link no information nothing. Thus according to our information a no show could be reactivated for an amount of 180€ if necessary (and not 4000€). We had proof of our intent from the travel agent, we had proof through American Airlines that there is no problem to remove the marker. Finnair just refused to do so. Finnair uses its jurisdiction out of Land to avoid such confrontations. Saying that the mistake lays with the travel agency. and ourselves. They still work with this travel agency and the terms and conditions have yet not been adjusted. We booked my children home through another carrier. My family will never ever fly Finnair, or one of their affiliates again. I am still hoping that the Authorities pass on a law about Airline Policies so that consumers like ourselves can be protected. Sincerely Colleen Kruempelbeck
Review by Cinerma5 months ago
There aren't many companies with a customer service more hostile than Finnair. That wouldn't matter if they did a good job otherwise, but they mess up all the time: last 2 trips they've double charged me for luggage, caused me to miss a connection, lied to me about the reason, lost my booking and finally invalidated the gift card they offered so I wouldn't contact consumer protection.
That's the next thing I'm doing, though.
Review by RRRoger5 months ago
Flights: AY 100, AY 101, AY 1331,
On my trip to Hong Kong, I had went on my worst long haul flight experience. Sleeping mask cost like €30 - €40 and needed to pay for snacks. It was also very hard to do the online check-in, first, the instructions were not very clear and changing the seats are like costing £12 within economy class. The taste of meals were also just somewhere about the average.
Review by Queco5 months ago
I booked through Kiwi.com (see my review of them before you use them) and based on what happened I contacted Finnair and asked them the following:
Date: February 19, 2019, Time: 08:09 19.02.2019 08:09 Please could you confirm yes or no if the ticket that I was sold by Kiwi.com for this flight was originally sold by you as a 'standby' ticket to Kiwi.com. If I don't get a reply from you I will assume that it was.
I got this reply which just simply ignores my question:
"Date: February 19, 2019, Time: 11:30 19.02.2019 11:30 Dear Fiona Summers-Smith Thank you for your feedback. I am sorry for your overbooked flight AY143 Helsinki-Bangkok on January 31, 2019 and for the distress this situation caused you. I understand that your uncertainty about whether you would have a seat on the flight caused you a great deal of unnecessary stress and inconvenience. In the case of overbooking, we try to find passengers who are flexible with their travel plans and willing to change their flight. Special passengers, such as children travelling alone, groups, and people with a connecting flight, should be given priority. If a passenger with a confirmed seat cannot board the plane, the airline will handle arrangements for the new trip and reasonable dining/telephone/hotel accommodation expenses during the delay. Furthermore, the airline will pay compensation for the inconvenience and lost time in compliance with EC regulation. According to your booking information you were able to travel with the flights you had originally booked. I wish you smooth and pleasant return flights tomorrow from Bangkok to Manchester. Sincerely, Finnair Customer Relations Virpi "
I have emailed the following to Finnair:
Based on my own experience of flying with you and the fact you have totally ignored my question and the behaviour and response of Kiwi.com I am now going to assume that Finnair and Kiwi.com have come to an arrangement whereby you are doing one or both of the following and I am going to broadcast this
on 'Trustpilot' tomorrow:
1. You sell Kiwi.com 'standby' seats' (they then sell them to unsuspectiing consumers as normal tickets), presumably they get them at a reduced rate.
2. You have an agreed arrangement with Kiwi.com that you put their customers on standby when you overbook and find that more passengers than seats on the plane check-in.
I can supply the evidence to support my accusations.
Would also like to comment on your comment: "In the case of overbooking, we try to find passengers who are flexible with their travel plans and willing to change their flight. Special passengers, such as children travelling alone, groups, and people with a connecting flight, should be given priority."
I had a connecting flight following the flight you put me on standby for so where was your consideration for me?