It has not been like this before the Hienonen era. Finnair and SAS have both lost my bags on the HEL (-CPH-) DUS leg, and both reacted very professionally and took care of their customer rather well.

But as Mr.Hienonen is stressing cost cutting and the SAS concept of "LCC seating and service and mainline image and pricing" such problems tend to appear more and more. That's why Finnair lately prefers to spend on the design of FF cards and staff uniforms instead of fleet maintenance and passenger service.