Finair Reviews 25

“Unjust Denied Boarding and Poor Customer Support”
Review:
“I was unjustly denied boarding at the Helsinki gate for my direct flight to Phuket. There was no assistance or rebooking offered, and I had to travel at my own expense by train to Stockholm and purchase a new ticket with Thai Airways. Thai Airways had no issues with the same travel documents, highlighting Finnair’s lack of professionalism. This experience was unacceptable.”

I experienced extremely poor service on flight AY1338, which was cancelled at the last minute. While a few passengers were provided transport and hotel accommodation, most of us were not because the airline “ran out” of assistance. We were instructed to cover our own costs and claim them back, but I’m now being told the cancellation was due to an airport issue and the airline is not obliged to reimburse us. This is inconsistent with what your staff communicated at the time, and I would like an explanation for the mixed messages and why support was offered to some passengers but not others. Such a misinformation from the staffs out there, I was not even requesting a fare refund—only reimbursement for the out-of-pocket expenses I incurred due to the cancellation. Additionally, I paid for a direct flight and was rebooked onto a connecting itinerary, which was not what I purchased. Such a poor experience. Never going to use them again.

I recently travelled to India from London Heathrow via Finnair with my wife and two kids. I chose Finnair primarily because the ticket prices were more affordable than other direct flights. However, after booking, I checked Trustpilot and saw mostly negative reviews, which made me anxious and regretful about my choice.

To my surprise, the experience turned out to be very positive.

Our journey was from LHR to Helsinki with a 3-hour layover, and then onwards to New Delhi. The aircraft felt new and modern, with a decent amount of legroom—even in standard seating. I didn't have to pay extra for seats with additional leg space, which was a nice bonus. The overall journey was very comfortable for our family.

Food-wise, while the meals weren’t outstanding, they were acceptable. However, I was disappointed that no free meal was provided on the London to Helsinki leg, even though it was the start of a long-haul journey. I believe Finnair should consider offering complimentary meals on such connecting flights that are part of a longer international trip.
The return journey was also smooth and pleasant.
Two suggestions for Finnair:

1. Provide complimentary meals on short-haul flights that are part of long international itineraries.
2. Make it clearer on the website which parts of the journey include free meals, as this wasn’t well communicated.
Overall, I was happy with the experience and would definitely fly with Finnair again.

Impossibile to get in touch with support, the chat doesn't even put me in a queue!! Hire some people for support since you claim to have positive and strong cash flows!!

Booked for flight Stockholm to Helsinki, AY0814 dept 16:55 hrs 7/2.
Rebooked by Email by Finair to AY0820 dept 21:15 hrs 7/2. No options offered.
Arrived at the airport approx 15:00 hrs to see on the Dept Board a Finair flight at 18:10hrs AY 816, which the desk agent, very helpfully changed us to.
So the question is why did Finair not tell us about this flight AY816 and why did they not book us to it, until we discovered it for ourselves.

service so bad for the price: Almost twice than Thai Airways for the same trip.
When you asked the flight attendent for a snack after 8 hours with getting any food, they laugh at you.
Great service, Europe is getting worse and worse every year.
Last time for me to travel with you.

As a special Christmas treat to each other, we paid nearly £3000 for two flights. The outbound flight was superb while the inbound flight was horrendous. After mentioning this to Finair we were given an £80 gift card to reuse with them. To be honest, if I could find another airline flight the same destination, I would choose them above these guys every single time.

This has been the worst airline experience of my entire life. I fly every month for work, have taken hundreds of flights and have never experienced such awful, unreliable service and poor communication. 0/10.

Finnair oversold my flight, putting me on standby and not allow me on the plane. The staff told me that "every airline do it" and "it happens every flight" so it's fine, despite never having this happen in the thousands of flights I've taken? I've just had a transplant surgery and struggle to stand for long periods - I was mad to queue up whilst everyone boarded then eventually got the last seat on the flight.

The biggest issue has been the luggage - Finnair lost all my luggage on a short direct flight to Helsikni. This is the biggest problem as I had transplant surgery 2 months again and have essential medical supplies in the bag that allow me to walk and live normally. I made the staff upon landing aware of this and they told me not to worry as it will arrive on the next flight in 24 hours and someone will call - it is now day 4 of having no clothes, no medical supplies and absolutely no one has made any attempt to call or contact me. I've got itchy rashes all over my body, my leg has swollen and ballooned in size due to not having my medication and supplies (which cannot be purchased in Finland). Permanent damage is being done to my health due to this negligence.

On top of this the sole reason I came to Finland was to attend a course for work purposes. All the equipment I need to attend the non-refundable course costing €3000 is in the suitcase that was meant to be with me 4 days ago. I've lost thousands of euros and wasted a week of my life being here with nothing.

I finally got through to an advisor today (day 4) who told me that the baggage had not been sent anywhere for some reason but should hopefully be on a flight tomorrow and arrive then.

What's even more hilarious is no effort has been made to offer me any kind of refund or compensation - even the checked luggage I had to pay for that never arrived.

Thank you Finnair for the stress, suffering and financial loss. The entire trip has been ruined.

They lost my item, last, year a car seat, I had to buy a new item, made a complain they ask for invoice and all set of documents to pay back money for the car seat. And 6 month later no response, or feedback, Service was terrible, would never recommend to fly FinAIR.
Case reference number 10210551

As a low cost airline, their carry on size restrictions are slightly smaller than American ones but enough that they can force you to check in standard carry on bags, while simultaneously making snide comments

Had a flight from London to Helsinki and Rovaniemi last year November , obviously Santa visit with the kids. For saving purposes we also decided to take child car seat so be do not have to also pay for it when renting the car as it costed extra. When landed in Rovaniemi car seat was not there, made a claim with the local office and they assured me it will come later as probably got lost in Helsinki with the transfer and they will take it to my hotel. That never happened, and at lead hotel never told me anything, no message on booking, no calls from Fin air or hotel. So I had to extra pay for car seat witch we did so we can have child safe. On return way I double check with Rovaniemi local office they told me no car seat was found or deliverer, then again check in Helsinki where a nice lady advice me to make a n official claim because apparently even in Rovaniemi they filled in paperwork's my claim was not official, so we did that and advice me how to track it. So on our return to UK we have to call a friend to bring they child car seat with he did, the we had to buy another car seat. 7 Months later even with the official claims, and all the proves that Fin air has requested, fill in bring invoice fill that they never responded , and I end up paying extra money for a rental cars seat in Rovaniemi and a new car seat at home.
All can be verify in the CCTV of the airport, of the hotel, at the hotel reception, in the MY BOOKING ACCOUNT, mail, phone!!!
Do not recommend them at all, will never use them again, service centre worst that low cost companies!!!

Given my past experiences (massive delays due to technical failiures, delayed luggage etc.) I did not expect customer serices of FinnAir to be any more useful,helpful or indeed forthcoming this time. And so it proved.
It only took two short flights from E-Finland to Vilnius for FailAir to manage to damage my suitcase - including ripping holes where its plastic feet got torn out.
In the hotel, I googled and found the Finnair.fi site to make claims, followed the instructions, uploaded the photos taken etc.
Then waited.
After 2 or 3 weeks, I made a complaint via their feedback form.
They just sent a standard reply, instructing me to provide the sales receipt or, myself, get the damage assessed by an expert (where would I find one+ why in my own time?)
Only after several exchanges (going on over two weeks!) did it become clear that they seemed to not have received my report.
I complained about that, and I sent them the damage-report they had prepared and made available as a download. Yet, in fact, I might have used a FinnAir site that is now defunct - no idea why it is still available.
Over a week later, and I still have not had a response from FailAir. I doubt I ever get compensation for the damage they caused.

Left to stand for 3hr between connecting business class flights as they would not open their ticket window so I could not go into the lounge. The new non reclining beds are horrible. Feet cannot move and nowhere to grab onto to pull yourself up in the bed

My wife and I bought premium class tickets and had to pay extra + extra to sit in sit next to each other. What kind of money-grubbing scam is this. In order to even be able to choose a seat next to my wife, I had to answer several questions through your chat robot and only when it gave up could a real person give me the desired seat. When I had to check in, I couldn't check in my wife from Helsinki to Copenhagen and had to go through your stupid chat robot again. The flight was 2 hours late out of Tokyo. The food on the plane was bad. From Helsinki to Copenhagen we sat in poor economy seats 29 E and F which were serviced last. My suitcase had not arrived in Copenhagen on my flight and I had to fill out forms to have the suitcase forwarded 8 hours later. Finair thanks but no thanks. What compensation would Finair think is appropriate for all the trouble we have been through?
Finair
Dear Henry,

Thank you for contacting Finnair Customer Relations and for taking the time to share your feedback with us.

I understand that the situation you were in is very unpleasant and I want to offer you our deepest apologies. I appreciate the opportunity to look into this and am glad you brought this matter to our attention however I was not able to see any special meal booked in your reservation. If you can not book it online in the future please have in mind that you can directly contact our Customer Services department via phone or chat and they will assist you. Our lines are open 24/7.

Hereby I would like to inform you that we have introduced 3 different business class types: business light, business classic, and business flex class. The only booking class that allows free advanced seat selection is the higher and most expensive business flex. In your case, you are booked in a Premium Economy Classic and this is the reason the system is requesting payment for advanced seat selection. However free seat selection is available 24/36 hours before departure.

Based on the above no compensation will be provided. Have in mind that I have not addressed the topic regarding the flight that got 2 hours late out of Tokyo and the topic regarding the suitcase that was forwarded 8 hours later due to the fact that both of this topics must be investigated in separate cases. In one case there can be only one category and in this one is "Inflight experience" however flight delays are investigated in cases with category "Flight irregularities" and the topic regarding your baggage can be revied in category "Delayed baggage". This 3 categories can not be reviewed under one case but under 3 separate cases. You can create them in the same way you have create this case however you just need to select different category. If you wish I can create them for you as well.

We look forward to having another opportunity to welcome you onboard Finnair and provide a smooth travel experience.

Kind regards,
Vasil G.
Finnair Customer Relations

The 18th of marts 2023 we bought a ticket on the Finnair App in order to travel from Phuket to Copenhagen with Finnair with a short 50 min stop in Doha.
When we received the ticket we could see that the flight was operated by Qatar - but still Finnair flight number.
Unfortunately we arrived 10 min late in Doha and that caused more than 8 hour delay out of Doha to Copenhagen.
We found that the policy by Qatar is that if there is 45 min or less between arrival and departure they will not accept us on the flight to Copenhagen (we had 40 min).
Finnair is selling tickets from Phuket to Copenhagen with only 5 min buffer for aircraft change in Doha!!!!
We arrived more than eight hours late in Copenhagen.
We complained to Finnair - Finnair EU carrier, tickets bought directly by Finnair, Finnair flight number - but never the less Finnair take no responsibility for the 8 hours delay but refer us to Qatar.
We have now spoken with a specialist: Flyforsinkelse.dk (Legal aid) and was told that we can't get any refund for our 8 hour delay because Qatar is based outside EU.
Finnair know that!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
There are 2 things:
Finnair sell tickets with only a 5 min buffer and when the guests do not reach the connection, they disclaim any responsebility.
This is really bad company policy.
We will never fly with Finnair again.

Their costumer service is no existent.

It's impossible to contact them if you need to.
They don't answer the phone and if you try the chat service, then it's a chat bot, with only limited answers.

My flight was from London to moscow via helsinki. I was allowed to fly to helsinki then at the gate i am refused entry onto my second flight to moscow. The russian border guard thought i was flying from helsinki to moscow but i flew via london. Still no apology from finnair and of course no refund.

Best flight ive ever been on. Great staff, loads of leg room, new movies, free tea, coffee and juice. Very happy customer