I am getting a super hard time with Finnair ticket changes. This post is probably more of a warning of dealing with them, but perhaps someone has some useful advice?

I have a Premium Economy Flex ticket now, which I am trying to change dates and also upgrade to Business Classic. I expect I should be able to do this for the fare difference, but I am told that a Flex ticket cannot be changed into a Classic ticket, so I would have to pay substantially more for Business Flex.

You may say - wait, Flex is refundable, so get a refund and buy the Classic ticket. Not so easy - my Flex ticket is changed from a Classic ticket, so it is actually not fully refundable. If you remember my earlier thread, I tested to see what happens if I change a Classic ticket to Flex. And what I learned is that you get a ticket that is not fully refundable, and moreover, cannot be changed back in to Classic... So not a good idea. Still, the policy seems silly - if Flex tickets are refundable, why not allow changing them to Classic and save customers the hassle of a refund???

The annoying and frustrating part is that Finnair does not seem to have any published fine print on ticket changes, so you only find out the hard way when you try to change the ticket. When I was speaking with reservations, they keep telling me the rules are there when you buy the ticket, but are unable to produce these rules for me or point me to them.

I tried escalating to the supervisor. I was told they would request a supervisor callback that would take place within 24 hrs. 48 hrs tops. It has been 3 days and 3 calls to reservations, and still no callback. Strike two.

Now for the most curious thing I learned. I mentioned to the reservations agent that I am planning to dispute the transaction in my credit card. He told me not to do it, because Finnair will suspend my ticket if I do. This really makes me wonder if they would really do this? And what would happen if I showed up at the airport and they denied me the flight? Wouldn't they be obligated to refund my ticket at that point? Not that I am about to try this... but curious...

Anyway, it feels like this is becoming another airline to stay away from... If you can't even talk to someone with authority in a timely manner? And these hidden and unfair ticket change rules?