Finnair Plus - Finnair "Customer Service"

I just submitted a "feedback" form to Finnair about the cancellation of my flight to ICN on 12 June, and immediately received an automated reply, which began:

"We are currently experiencing some backlog. We are sorry for the delay in replying to your feedback.We will do our very best to provide you a reply within 28 days. Thank you for your patience!"

Now, 28 days is totally unacceptable, so I was just wondering if anyone had any recent experience as to whether (a) this was a realistic timescale and (b) is there an easier way to get a quick response from them (must be done in writing as I know from previous experience that the phone agents don't care or have a clue about EU legislation).

I gave them 14 days to respond in my message (which I believe is more than adequate for any reasonable business to respond to a complaint). I am ready to take them to court over this if they fail to respond in time, but need to be seen to be reasonable, just in case they decide they want to have their day in court with me and defend themselves.

Many AY phone agents are good if you need their help before the flight, but once you have landed, nobody really cares. I guess their strategy is that there are so many people = potential customers in Asia that they need to attract each customer on board only once.

Since you don't have status with AY it is very unlikely that their CS will be to your satisfction. They might not reply at all, and if they do, they certainly won't do anything for you and most certainly won't pay any EU compensation. I do not know one single instance where they would have forked out the EU compensation money. I had a case with them, which I took to the Consumer Disputes Board. The Board recommended to AY that they pay, which they didn't.

What did you ask for and on what grounds? EU compensation for CXL?

Yes I've asked for compensation due to cancellation with less than 14 days notice, no explanation given when asked, and refusal to rebook me because I was ticketed by AA (EU rules clearly state the OPERATING carrier is responsible for reroute in case of cancellation). I have read extensive info online and found a German case where they did pay compensation. In reality they have a choice to either: Pay up now or go to court and if they lose pay up and pay their own costs. It would be a UK court case, so the most I have to lose is GBP35, and should have EUR1200 to gain. Everything I read about AY is they have a lesson to learn on adhering to EU regs, seem to be up there with Ryanair.

My FF card expired in April. Have asked twice Finnair to send new valid for me (some lounges still insist to show the card even the status is shown in the ticket). Finally got the card this week.

Filled an online feedback form 23 days ago - got the same reply that they will try to answer within 28 days, still no answer.

Flew HELAGP June 7th and there was an aircraft change (actually used late Air Finlands 757 claiming it was due to the strike they had just before)... We were 3 and all had confirmed exit row seats booked already in November, I'm OW Sapphire, yet they didn't make any effort to get us the original seats (Air Finland seating numbers are different...), but were cramped into horrible tight seats on a row without a window. The flight was with Air Finland crew with a Finnair purser, who did offer us champagne and wine free of charge, a nice gesture, but didn't make the flight any more comfortable. On return last week we got the exit seats, the only seats reasonable on AY 757's which are ment for charter flight! AGP is a scheduled destination, as is YYZ, yet they use the very old 757's.

OP, definitely take the case to the UK small claims court if AY doesn't reply even after a reminder! I wish we had the same possibility here in Finland. Only the risk of such a court case would probably have a huge impact on AY CS.

AY will claim exceptional circumstances beyond its control since they didn't receive all the permits needed to fly over Russian airspace. But this claim is not really a valid one since they do have all the old permits in addition to some new ones. The decision which upcoming flights to cancel is purely commercial. Had they cancelled only the new frequencies, for which they didn't receive the permits, then that would be another case.

Please keep us up to date with how the matter proceeds.

AY will claim exceptional circumstances beyond its control

This seems to happen to AY a lot. Multiple strikes, luggage handling issues, etc. When my flights were delayed/canceled and my luggage lost for a full week in late 2009, AY offered no apology or compensation on the grounds that the strike at the time was force majeure. (Funny how they seem to have more of these problems than anyone else.) I was traveling in paid business class (from NRT) as a oneworld Sapphire member, and they did not even offer an apology.

I haven't flown them since.

Yes I've asked for compensation due to cancellation with less than 14 days notice, no explanation given when asked, and refusal to rebook me because I was ticketed by AA (EU rules clearly state the OPERATING carrier is responsible for reroute in case of cancellation). I have read extensive info online and found a German case where they did pay compensation. In reality they have a choice to either: Pay up now or go to court and if they lose pay up and pay their own costs. It would be a UK court case, so the most I have to lose is GBP35, and should have EUR1200 to gain. Everything I read about AY is they have a lesson to learn on adhering to EU regs, seem to be up there with Ryanair.

It is too bad that the EU is so pitifully poor in granting persons an ability to participate in class action lawsuits against industrial players.

AY and various other airlines in Europe or operating from much of Europe certainly deserve to be hit far harder than by a small claims court case here or there, when it comes to non-compliance with EU regs covering flight delays and cancellations.

[I look forward to some of my acquaintances in the Nordic legal services market using their parental leave time to hassle AY over AY's service failures. :D ]

AY's level of customer service related to baggage service failures is also awful. BA is much better than AY in responding to service failures that hit passengers, and so it takes a lot for me to select AY flights over BA flights when agnostic amongst routings.

[I look forward to some of my acquaintances in the Nordic legal services market using their parental leave time to hassle AY over AY's service failures. :D ]


Is this wishful thinking or are you in the know? :)

As the OP I thought I would post an update to this.

It has taken a month, but I am pleased to report Finnair finally followed EU regulations and paid 2x 600 Euro compensation.

I was very careful about how I worded my claim for this, and followed it up to ensure it got the right attention within the company, but once I did receive a reply they didn't try to back out of the payment.

If anyone else wants some advice on how to deal with this if they experience similar short notice cancellations, feel free to PM me.

Is this wishful thinking or are you in the know? :)

When the 800 EUR per passenger payments arrive -- and they will arrive for the individuals to whom I am referring -- what becomes self-evident is that there are times where when there is a will there is a way and this is one of those times. :)

As the OP I thought I would post an update to this.

It has taken a month, but I am pleased to report Finnair finally followed EU regulations and paid 2x 600 Euro compensation.

I was very careful about how I worded my claim for this, and followed it up to ensure it got the right attention within the company, but once I did receive a reply they didn't try to back out of the payment.

If anyone else wants some advice on how to deal with this if they experience similar short notice cancellations, feel free to PM me.
Hi there,
Finnair lost 2 of my suitcases 6 weeks ago. No reply from them even after 3 emails. When I call, they tell me to email. Could you tell me how you got them to reimburse you? My email is RickSmith917 at gmail dot com. Thanks

Filled an online feedback form 23 days ago - got the same reply that they will try to answer within 28 days, still no answer.

Flew HELAGP June 7th and there was an aircraft change (actually used late Air Finlands 757 claiming it was due to the strike they had just before)... We were 3 and all had confirmed exit row seats booked already in November, I'm OW Sapphire, yet they didn't make any effort to get us the original seats (Air Finland seating numbers are different...), but were cramped into horrible tight seats on a row without a window. The flight was with Air Finland crew with a Finnair purser, who did offer us champagne and wine free of charge, a nice gesture, but didn't make the flight any more comfortable. On return last week we got the exit seats, the only seats reasonable on AY 757's which are ment for charter flight! AGP is a scheduled destination, as is YYZ, yet they use the very old 757's.

Finally got an reply from AY for my feedback above, it only took 10 weeks!!
And like everytime, they were sorry, blaaa blaaa, we hope your next flights will be comfortable.... Not issuing the problem at all, except for explaining that seating is now against payment, not realising that with OW Sapphire it is free! Meaning they do not care if you have a status or not.