Thread for benchmarking response time of AY+ service centre
Apr 30, 2012, 2:04 am
#1
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,167
Thread for benchmarking response time of AY+ service centre
I thought it could be interesting to know about response times of AY+ service centre. (yes, I am fond of collecting datapoints and doing analysis 
As there are many contact channels to the service centre (calling Finland or local centre, requesting finnish-, swedish- or english-speaking operator, using normal, gold or platinum line) and many different factors on how busy they are, it will never be a complete list / true benchmark. I just think it can be interesting to find out if there are any difference et.c.
So my report of today:
I called HEL, platinum line, swedish speaking and waited 14 minutes.
As there are many contact channels to the service centre (calling Finland or local centre, requesting finnish-, swedish- or english-speaking operator, using normal, gold or platinum line) and many different factors on how busy they are, it will never be a complete list / true benchmark. I just think it can be interesting to find out if there are any difference et.c.
So my report of today:
I called HEL, platinum line, swedish speaking and waited 14 minutes.
May 1, 2012, 7:47 am
#2
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,737
Report from 26th April:
Sent upgrade request (with points) using the form on the web page, 20 minutes later I got a reply and the updated ticket by email. Very fast service!
Sent upgrade request (with points) using the form on the web page, 20 minutes later I got a reply and the updated ticket by email. Very fast service!
May 1, 2012, 10:19 am
#3
Join Date: Mar 2007
Location: Helsinki
Programs: BAEC Gold, TK E, HHonors Gold
Posts: 227
I haven't experienced that fast service but generally upgrades have been cleared within a 24 hours. I am very satisfied with this service. Requesting a special meal via email, answering to the upgrade email, have been answered in two hours usually. ^
May 12, 2012, 2:41 am
#5
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,282
Just (i.e. Saturday 11.35) called AY+, got a person on the phone immediately. Too bad my upgrade for tomorrow's flight has still not cleared, but I am fairly optimistic. 
Last week I sent an upgrade request (another flight) by web page form, got a reply in two hours. Sent a further query by answering that email, got an answer within minutes.
Last week I sent an upgrade request (another flight) by web page form, got a reply in two hours. Sent a further query by answering that email, got an answer within minutes.
May 12, 2012, 2:49 am
#6
Ambassador: Finnair
Join Date: May 2003
Location: HEL
Programs: AY Lumo, BA Silver, HHonors Gold
Posts: 4,267
During my many years as Plat I always got replies within 1-2hrs via email..sometimes in minutes...also extremely good and proactive service with some very complicated OW award routings etc.
Now as a lowly Gold it can take up to 2-3 days before they reply to my emails...clearly they classify the emails somehow. Or maybe they put a flag on my account as I have made it really clear to them how I feel about AY and AY Plus and reasons behind my switch to BA.
Now as a lowly Gold it can take up to 2-3 days before they reply to my emails...clearly they classify the emails somehow. Or maybe they put a flag on my account as I have made it really clear to them how I feel about AY and AY Plus and reasons behind my switch to BA.
May 30, 2012, 4:00 am
#7
Join Date: Aug 2011
Location: HEL, Finland
Programs: AY Emerald
Posts: 188
Called to Finnair CS asking for free seats on certain ticket class and what bird is on that flight. Latter was not known, the lady called back in 2 min and informed about that bird register number (me avoiding to get LQF or LQA) on SIN-HEL route.
Great service attitude and response time.
Great service attitude and response time.
Jun 1, 2012, 2:18 am
#8
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,282
Yesterday at 13:59 I sent a voucher upgrade request (AY874 CDG-HEL in July) through AY web page. I received a confirmation this morning 7:30.
Jun 29, 2012, 7:51 am
#9
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,167
Called swedish call center today at 15:30 and waited 6 minutes before getting through. My request was then very quickly processed.
(There is no platinum line for the local swedish number, but in my limited experience they answer more quickly here than at the +358 number. Interesting to know if one likes a swedish speaking operator)
(There is no platinum line for the local swedish number, but in my limited experience they answer more quickly here than at the +358 number. Interesting to know if one likes a swedish speaking operator)
Jul 27, 2012, 5:46 am
#10
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,167
Called swedish call centre today friday 13:35. Zero seconds wait! I don't even think the first ringtone ended before answering.
(Processed an upgrade request 9 months out, was told I got last seat?!)
(Processed an upgrade request 9 months out, was told I got last seat?!)
Jul 27, 2012, 6:08 am
#12
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,167
NRT-HEL, AY74, late march.
The AY71/72 have disappeared from the schedule. If that is intentional then I can understand if there is a lack of seats on the route.
I am pretty sure I saw "F:2" the other day on flightstats, but now I cannot se F availability at all.
The AY71/72 have disappeared from the schedule. If that is intentional then I can understand if there is a lack of seats on the route.
I am pretty sure I saw "F:2" the other day on flightstats, but now I cannot se F availability at all.
Aug 3, 2012, 3:09 am
#13
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,167
Sweden call center, 7 minutes wait
Called swedish centre this morning (friday at 8:10) 7 minutes wait.
(Call took another 7 minutes, operator couldn't access all systems and was unable to 100% confirm an upgrade. Promised a mail-reply, which arrived less than an hour later ^ )
(Call took another 7 minutes, operator couldn't access all systems and was unable to 100% confirm an upgrade. Promised a mail-reply, which arrived less than an hour later ^ )
Sep 11, 2012, 3:01 am
#14
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,282
Called today. Waited for some 30 seconds. Made a booking (HEL-PEK-HEL), changed two previous reservations and emptied the kids' AY+ accounts. I didn't have their account numbers at hand, so searching for them took some time. The call took 12 minutes, very efficient I'd say.
Sep 14, 2012, 2:25 am
#15
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,282
Called again today. Wait time less than 30 seconds.
Did some further rearranging of reservations plus some seatings. Four minutes, no fuss, no muss. ^
Did some further rearranging of reservations plus some seatings. Four minutes, no fuss, no muss. ^