katy131

I flew with Finnair into Bangkok last month. When I initially got onto the plain I thought I was back in the 80's. The decor was dated, of poor quality and seriously lacked what most other airlines offer. The entertainment set was not entertaining. There was about a handfull of options to watch (not fun for a 12 hour flight) and the actual set it self was so bad you could hardly see the picture, the touch screen did not work properly or the remote. And I was not the " unlucky one" as many other on the flight had the same issue.

Once your on- you dont have much choice so off I went to Bangkok. Upon arrival I was waiting and waiting for my bag- to be told it is not coming and I can get it tomorrow from the airport! It wasnt until I was about to leave that the customer service worker provided me with a 70euro cash passport card. With this my reaction was ' ok- not so bad, good compensation- have taken responsibility for thier mistake. WRONG.

The following day I flew to Laos- with my bag only to put my card in an ATM machine and to be told ' insufficient funds' - about 4 times. I tried another machine and another - same message. I messaged Finnair via facebook - 2 days later a response. Initially they tried to be helpful in stating to try different things, then they informed me that their records show I have withdrawn the funds already.

I did not as the ATM would not let me. All in all there have been over 30 emails with zero compensation. Some of the worst customer service I have received- One email the employee told me ' theres nothing more I can say'. Another told me there is no option to discuss issues like these over the phone as they do not have a number for complaints.



Overall- with this link -http://www.customerservicescoreboard.com/Finnair and many other alike affirm the reasonS why not to fly with this terrible company. I will NEVER fly Finnair again AND INTEND TO SHARE THIS EMAIL WITH ASMANY WEBSITES AND PEOPLE AS POSSIBLE. With the quality of service and the condition of theirplanes I would think that any one would have to be desperate to use Finnair.


http://www.flyertalk.com/forum/finna...complaint.html

https://www.facebook.com/finnairsuom...29783120392812

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To date (2.10.15)- I have not had a reply from Finnair after emailing them ona daily basis for 6 days. IF YOU FLY WITH THIS AIRLINE AND ANYTHING GOES WRONG BE PREPARED FOR THIS KIND OF CUSTOMER SERVICE!

kauppias

Please remove employee names, your bad experience is certainly NOT THEIR FAULT!

While AY has very SLOW customer complain response, I have personally felt they allways take complaints seriously and do take action. I am not a AY fan but do find them adequate for transport��

As for the bkk planes they are old leased AF birds with no future, and their age is showing... I was just on them a few weeks ago.

Andaman

Don't worry, the old ex-AF planes will soon be replaced by shiny new A350s The first one for BKK is expected to fly by Christmas.

heatsink

Of course it was LQF or LQG, but joking aside, how many people during these years must have been thinking exactly this without posting here?

I hope the person who approved the decision to not refurbish them reads this forum. You should be ashamed of yourself. The cost to benefit ratio of this cost saving measure is the most atrocious I have seen in a long time.

For years, Finnair has had two utterly sub par aircraft flying around. When frequent flyers end up on them, they feel insulted. When non-frequent flyers end up on them, they think Finnair is terrible. The regulars will avoid flying Finnair on certain routes, and the newbies will start avoiding Finnair altogether. And they will say this to their friends:

There's also the matter of good first impressions. If someone likes you, they're much more likely to forgive or even ignore your mistakes. Do you think this customer would be this bothered by delayed luggage if they'd had a good flight? Unlikely.

I refuse to believe that the cost of new seats for two temporary aircraft exceeded the revenue you have lost and will continue to lose. The most exciting thing to me about the A350 is that OH-LQF and OH-LQG will leave the fleet this winter.

WilcoRoger

Basic arithmetics

A single business class seat in an airplane can cost somewhere between $30,000 and $80,000, according to a New York Times report.

http://www.businessinsider.com/a-bus...00-2013-8?IR=T

Let's say 50 seats per plane, 100 seats for the pair, for argument's sake at $50k a pop - 5 mills spent on two old birds with only a few years left on them. The BKK route is mainly a leisure route, too.

Potential business lost - possibly some, probably negligable lost profit vs the $5m outlay.

I do HEL-BKK twice a year. Would I like the new seats? Absolutely. Would I go via FRA or ZRH for better ones? Probably no (some time ago I did, now getting too lazy for that)

OH-LGG

But those old birds are used on SIN -route too and SIN is old birds -only.

Jainzar

So to sum up the nightmare was just about an older plane and the luggage being delayed by 1 day?
Quite many people have each day this kind of nightmare. What would you have called your experience if you would have had to fly to Laos without your luggage?

And this compensation which did not work?
If I were AY I would conclude that as a rule nothing can be handed out at all at the local site.

And concerning the speed of Finnair's customer support: yes, that can be painfully slow.

heatsink

The business seats aren't as bad as the economy seats. They could have gotten away with replacing only the economy cabin. I have no idea what an economy class seat costs, though.

We also have to account for the opportunity to reuse the seats as spares afterwards. The A330's are staying in the fleet. (Obviously you don't need two aircraft's worth of seats, but...)

And you're underestimating the time they were used for. IIRC, OH-LQF joined the fleet in late 2010. Losing just 10 sales per month at an average price of 1000e adds up to over 600 000 euros during 2011-2015.

mpkz

As opposed to what? Not buying any airplanes and losing 200+ seats? Or buying a new airplane for a lot more? Either one of those options adds up to a lot more than 600k.

WilcoRoger

The usual complaints are about the C seats. (of course the Y seats are worse, even a new Y seat is worse than an old C seat)

You calculate 600k € lost revenue. For argument's sake let's accept that - how much lost profit does it translate to? I'm no expert, but let's be very generous and take a 20% profit margin. A total of 120k extra profit on a 500k investment over 5 years? Try to sell the project to your boss

Don't forget, that has been a period of serious cost cutting.

ffay005

I will fly BKK-HEL in J in January. The options were an early morning departure on A350 and an 11 am departure on A340. I chose the latter so I can sleep a couple of hours more... The A340 is not THAT bad, and I'm sure I'll have plenty of opportunites to try the A350 later.

While I do agree that age shows and that the old A340 birds are disappointing, I would like to remind our European friends that you get what you pay for. AY is usually among the cheapest options from Europe to Asia. If you pay for a Lada, you can't expect a Lamborghini.

ffay005

You aren't exactly doing your case anything good by spamming their inbox. Just wait for their reply in patience. It might get two months to get and, if you aren't a frequent flyer, will most likely be a set-reply apology with no compensation offered.

I wonder what happened with the card you got. It would probably have been a better idea to spend it at shops instead of using an ATM. I very seldom check in luggage, and then only on the inbound after doing too much shopping, so every time my bags get lost they just bring them home the next day or so, no compensation.

To make something useful out of the rant, have many ppl here got such cards? What kind of amounts? Have you had problems using them?

Steve_Hun

I got one of these cards from AY as part of a compensation package when in May the first leg of my trip to SFO (HEL-LHR) was overbooked and they've re-routed me via JFK. Had 400€ on it and used it only after I've returned to HEL (~2 weeks later). Could withdraw the full amount without any problem.

heatsink

I agree that this is probably the reason.

Actually, the 10 customers per month was just an example to show how quickly it adds up. I'd argue it's higher, though. I've heard people complain about it outside this forum, and that's pretty rare.

Not all of the complainers will book something else, of course, but the numbers we're talking about are really low compared to the total number of customers, so it's not unrealistic.


It's hard to talk about profit, because when you start adding people to an almost full aircraft, expenses aren't going to go up much. I have no idea how to calculate this. It probably won't make a huge difference, though. Any errors we make in estimating the average price of a sale are likely to be more significant. I might be off by hundreds of euros using 1000e as my example.

Really, it comes down mostly to what an economy class seat costs. I admit I don't have an answer for that, unfortunately.

heatsink

Eh? Obviously we are talking about the cost of replacing the seats.