I managed to speak to a Finnair agent yesterday (after a 46 minute hold) and they said the airline was currently dealing with 7 times the number of complaints. They were apologetic about the delay in reply to my claim but said the complaints and claims teams were a separate area of customer service so nothing could be done from their side! The airline is really struggling and I will not book with them until the issues get sorted out. And I see at least 3 Helsinki flights have been cancelled from Heathrow tomorrow (30 May) and that will inevitably lead to more complaints and claims as passengers miss their connections from HEL. My flight to Japan via Helsinki in April was cancelled with a few hours notice followed by hours trying to talk to them to get it sorted - be warned!