This is no way, AY - things to improve [feedback thread]
Nov 12, 2021, 9:55 am
#1517
Join Date: Aug 2015
Location: Helsinki, Finland
Programs: Finnair (AY) Platinum, Air France Silver, Tallink Club One Silver :)
Posts: 1,655
Yeah, AFAIK WhatsApp number has only been "distributed" to a select few. I for one do not have it 
At the same time, as my personal preference is to talk to ppl instead writing, I just call the plat number and so far I have not had to wait more than 10 minutes during the last year, to get an agent on the line. I guess I've been lucky with that, as I have seen many of you writing about listening to king of the road endlessly...
At the same time, as my personal preference is to talk to ppl instead writing, I just call the plat number and so far I have not had to wait more than 10 minutes during the last year, to get an agent on the line. I guess I've been lucky with that, as I have seen many of you writing about listening to king of the road endlessly...
Nov 12, 2021, 10:00 am
#1518
Suspended
Join Date: Jan 2014
Posts: 2,685
Yeah, AFAIK WhatsApp number has only been "distributed" to a select few. I for one do not have it At the same time, as my personal preference is to talk to ppl instead writing, I just call the plat number and so far I have not had to wait more than 10 minutes during the last year, to get an agent on the line. I guess I've been lucky with that, as I have seen many of you writing about listening to king of the road endlessly...
At the same time, as my personal preference is to talk to ppl instead writing, I just call the plat number and so far I have not had to wait more than 10 minutes during the last year, to get an agent on the line. I guess I've been lucky with that, as I have seen many of you writing about listening to king of the road endlessly...Hello FlyerTalkers!
Nov 12, 2021, 10:06 am
#1519
Join Date: Aug 2015
Location: Helsinki, Finland
Programs: Finnair (AY) Platinum, Air France Silver, Tallink Club One Silver :)
Posts: 1,655
So yeah, now I have the WhatsApp number 
Nov 12, 2021, 10:07 am
#1520
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,735
Guys, check Pekka's thread, he posted the number there and welcomed all Lumos and Platskus to use it. I can warmly recommend it. Today, they added my API info to my JFK booking without problems (not possible online atm for whatever reason...).
Dec 12, 2021, 12:50 pm
#1521
Join Date: Mar 2018
Programs: AY+ Platinum / FlyingBlue Gold
Posts: 835
So... I just had an absolutely awful experience with CS.
I called in to waitlist a one-way award flight, to which the lady on the other side said: ''this is not possible, can I get your booking reference number?''. I said I wanted a new waitlisted award flight and therefore don't have a PNR. After some confusion in which she asked me multiple times for my PNR and I said I have had award flights waitlisted numerous times and she finally took the details of the flights I wanted. I mentioned twice I want to waitlist two passengers to which she said: ''I will put you on hold for a bit''. I waited for 10-15 minutes.
Then suddenly an email came in with a booking confirmation, for one person and on the wrong name. She then came back on the line and I mentioned I asked for a two person booking. Again she acted confused and even became a bit rude - but she finally asked for the details of the other passenger. She put me on hold again and after 10 minutes she came back on the line. She cancelled the previous waitlist and put us both now a new PNR.
I was asked whose account to deduct the points from so I asked to split it across both passengers (as I always do). She against responded irritated: ''we cannot do that''. I decided to not fight this anymore and suggested to just take the points from my account. She agreed and put me on hold again.
When she came back it literally went like this:
''Hello. I have now deducted the points. Don't hesitate to contact us if you have any further questions *SHE HANGS UP*''
Totally unprofessionally and feedback obviously sent.
What's worse is that she deducted 61.000 points from my account while I waitlisted for two one-ways, which should've only been 31.000 points total. Mistake after mistake after mistake and such rude service.
I called in to waitlist a one-way award flight, to which the lady on the other side said: ''this is not possible, can I get your booking reference number?''. I said I wanted a new waitlisted award flight and therefore don't have a PNR. After some confusion in which she asked me multiple times for my PNR and I said I have had award flights waitlisted numerous times and she finally took the details of the flights I wanted. I mentioned twice I want to waitlist two passengers to which she said: ''I will put you on hold for a bit''. I waited for 10-15 minutes.
Then suddenly an email came in with a booking confirmation, for one person and on the wrong name. She then came back on the line and I mentioned I asked for a two person booking. Again she acted confused and even became a bit rude - but she finally asked for the details of the other passenger. She put me on hold again and after 10 minutes she came back on the line. She cancelled the previous waitlist and put us both now a new PNR.
I was asked whose account to deduct the points from so I asked to split it across both passengers (as I always do). She against responded irritated: ''we cannot do that''. I decided to not fight this anymore and suggested to just take the points from my account. She agreed and put me on hold again.
When she came back it literally went like this:
''Hello. I have now deducted the points. Don't hesitate to contact us if you have any further questions *SHE HANGS UP*''
Totally unprofessionally and feedback obviously sent.
What's worse is that she deducted 61.000 points from my account while I waitlisted for two one-ways, which should've only been 31.000 points total. Mistake after mistake after mistake and such rude service.
Dec 12, 2021, 1:20 pm
#1522
Original Poster
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,591
So... I just had an absolutely awful experience with CS.
I called in to waitlist a one-way award flight, to which the lady on the other side said: ''this is not possible, can I get your booking reference number?''. I said I wanted a new waitlisted award flight and therefore don't have a PNR. After some confusion in which she asked me multiple times for my PNR and I said I have had award flights waitlisted numerous times and she finally took the details of the flights I wanted. I mentioned twice I want to waitlist two passengers to which she said: ''I will put you on hold for a bit''. I waited for 10-15 minutes.
Then suddenly an email came in with a booking confirmation, for one person and on the wrong name. She then came back on the line and I mentioned I asked for a two person booking. Again she acted confused and even became a bit rude - but she finally asked for the details of the other passenger. She put me on hold again and after 10 minutes she came back on the line. She cancelled the previous waitlist and put us both now a new PNR.
I was asked whose account to deduct the points from so I asked to split it across both passengers (as I always do). She against responded irritated: ''we cannot do that''. I decided to not fight this anymore and suggested to just take the points from my account. She agreed and put me on hold again.
When she came back it literally went like this:
''Hello. I have now deducted the points. Don't hesitate to contact us if you have any further questions *SHE HANGS UP*''
Totally unprofessionally and feedback obviously sent.
What's worse is that she deducted 61.000 points from my account while I waitlisted for two one-ways, which should've only been 31.000 points total. Mistake after mistake after mistake and such rude service.
I called in to waitlist a one-way award flight, to which the lady on the other side said: ''this is not possible, can I get your booking reference number?''. I said I wanted a new waitlisted award flight and therefore don't have a PNR. After some confusion in which she asked me multiple times for my PNR and I said I have had award flights waitlisted numerous times and she finally took the details of the flights I wanted. I mentioned twice I want to waitlist two passengers to which she said: ''I will put you on hold for a bit''. I waited for 10-15 minutes.
Then suddenly an email came in with a booking confirmation, for one person and on the wrong name. She then came back on the line and I mentioned I asked for a two person booking. Again she acted confused and even became a bit rude - but she finally asked for the details of the other passenger. She put me on hold again and after 10 minutes she came back on the line. She cancelled the previous waitlist and put us both now a new PNR.
I was asked whose account to deduct the points from so I asked to split it across both passengers (as I always do). She against responded irritated: ''we cannot do that''. I decided to not fight this anymore and suggested to just take the points from my account. She agreed and put me on hold again.
When she came back it literally went like this:
''Hello. I have now deducted the points. Don't hesitate to contact us if you have any further questions *SHE HANGS UP*''
Totally unprofessionally and feedback obviously sent.
What's worse is that she deducted 61.000 points from my account while I waitlisted for two one-ways, which should've only been 31.000 points total. Mistake after mistake after mistake and such rude service.
Dec 12, 2021, 1:45 pm
#1523
Join Date: Dec 2014
Location: HEL
Programs: AY+Plat
Posts: 862
I have also managed to make one booking (4 people) with 2 wallets ( points from one account for 2 people and from another account for other 2), single PNR for all. Is this a new rule not allowing this ?
Dec 12, 2021, 1:58 pm
#1524
Join Date: Mar 2018
Programs: AY+ Platinum / FlyingBlue Gold
Posts: 835
Exactly! I have always done it like this and it was never an issue in the 4-5 years I've been flying with AY
Dec 12, 2021, 2:32 pm
#1525
Original Poster
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,591
Dec 13, 2021, 1:22 pm
#1526
Join Date: Mar 2018
Programs: AY+ Platinum / FlyingBlue Gold
Posts: 835
Dec 13, 2021, 2:03 pm
#1527
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,735
I called with Finnair Plus earlier today and they quickly resolved the mistake the CS made yesterday, they fixed the incorrect point deduction. And also.... my points from my account and my partner's points from their account. Without any questions asked. So yes - it is no problem for CS doing this really
Dec 13, 2021, 2:12 pm
#1528
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,166
Could this be some kind of side-effect of the new "no free transfer of points between accounts" rule? I mean, staff is told "you are not allowed to transfer points between accounts" and some staff thinks deducting points from 2 accounts for one redemption counts as a transfer?
Dec 14, 2021, 12:49 am
#1529
Join Date: Aug 2019
Programs: AY+ Lumo, HH Diamond
Posts: 503
A350 economy and economy comfort have no power sockets, and only the business cabin seats have power. The usb of the IFE is not strong enough to power a laptop, and on a 10-hour long-haul this is really troublesome. Unbelievable. Who designed this and thought it's a great idea to remove power sockets from the seats, another trick to make economy worse? The A330 has them. Lack of power is a major problem, as I and I'm sure many others want to use a laptop for the entire flight.
Dec 14, 2021, 12:52 am
#1530
Join Date: Mar 2014
Location: Going around Russian airspace
Posts: 621
A350 economy and economy comfort have no power sockets, and only the business cabin seats have power. The usb of the IFE is not strong enough to power a laptop, and on a 10-hour long-haul this is really troublesome. Unbelievable. Who designed this and thought it's a great idea to remove power sockets from the seats, another trick to make economy worse? The A330 has them. Lack of power is a major problem, as I and I'm sure many others want to use a laptop for the entire flight.