I used 50k points to upgrade PVG-HEL-LHR. The long haul was granted immediately after booking but wait listed for the short haul. Got the usual emails saying it cannot be granted at this time etc. At check-in at PVG they told me BC was nearly full (on HEL-LHR) and I was given an Econ BP. At HEL gate desk I told them I was wait listed for BC, they said BC is available and would I like to pay with cash or points. I was unable to persuade them I was entitled so as I was tired I said charge the points and I will claim it back on the phone tomorrow. On board there were 3 rows of BC (on a 321) and there was one vacant seat. Econ looked full.
When I phoned the Gold number, I was told they had no power to recredit the points but I should fill out a complaint form online. I did so and within a couple of hours got a message saying they were sorry for the mistake, my 10k is recredited and a further 5k for my inconvenience and they will" forward your feedback to information for Helsinki airport agents to make sure this kind of error would not happen again for you or any one else."
It shows the value of keeping calm when things go slightly wrong (in a past life I would have got hot and bothered). I was confident I would get the 10k points recredited. The 5k bonus was a nice surprise. My faith in Finnair is secure.