This is no way, AY - things to improve [feedback thread]
Jul 15, 2019, 7:54 am
#1096
Join Date: Apr 2012
Location: HEL
Programs: BA Gold, OZ Diamond, LH Silver
Posts: 553
Why is AY priority check-in at HEL such a crap experience nowadays? I did not have any bags to check but just wanted to collect a proper boarding pass. What a mistake.
I was the only one at Plat/OWE queue and one passenger being processed at the plat desk. The Biz/OWS queue was a bit longer and only one agent per queue.
However, this one passenger took at least 15 minutes to be processed at the Plat desk, the agent wondering if she can override R block in Altea for an exit row and then quoting upgrade prices, phoning somewhere else (apparently service desk or something). Her colleague from C desk also visited her trying to assist.
What gripes me here is that the C desk happily continued processing only her own queue, ignoring me and the others at the Plat queue. (No one really recognised our existence or directed to other desks, the service desk not that far was free most of the time.) When I finally got to the desk the agent did not bother to apologise for the wait until I gave a piece of my mind about their waiting times and queue management policies.
I think that from my personal (work) experience I have some kind of idea what airline ground handling is or what it should be and I do not think this is it. I also know how overly complicated the AY recruiting procedure for Service Agents is and yet they end up with this kind of people?
I was the only one at Plat/OWE queue and one passenger being processed at the plat desk. The Biz/OWS queue was a bit longer and only one agent per queue.
However, this one passenger took at least 15 minutes to be processed at the Plat desk, the agent wondering if she can override R block in Altea for an exit row and then quoting upgrade prices, phoning somewhere else (apparently service desk or something). Her colleague from C desk also visited her trying to assist.
What gripes me here is that the C desk happily continued processing only her own queue, ignoring me and the others at the Plat queue. (No one really recognised our existence or directed to other desks, the service desk not that far was free most of the time.) When I finally got to the desk the agent did not bother to apologise for the wait until I gave a piece of my mind about their waiting times and queue management policies.
I think that from my personal (work) experience I have some kind of idea what airline ground handling is or what it should be and I do not think this is it. I also know how overly complicated the AY recruiting procedure for Service Agents is and yet they end up with this kind of people?
And don't even get me started on the 51 minutes between aircraft arriving at gate and first bags appearing on the baggage reclaim belt at AMS after the flight. How I wish I could travel without checked luggage.
Jul 17, 2019, 2:11 am
#1099
Join Date: Jan 2014
Location: C2
Programs: AY ex-Lumo, TK Elite, BT VIP, ITA Executive
Posts: 1,157
If you don't need tier points / segments, redeem points. 15(16)k + 33€ brings the cost down significantly; even with repurchasing points it's total around 250€, let alone points sales etc.
Jul 17, 2019, 2:52 pm
#1100
Join Date: May 2014
Location: HEL
Programs: AY+Plat, ALL Plat, Scandic L2
Posts: 3,620
Yes. There is no competition on that route, so Finnair is milking the business travelers like some of my colleagues on those routes.
Jul 17, 2019, 9:43 pm
#1101
Join Date: Feb 2017
Location: TLL
Programs: AY+ Plat, TK Elite
Posts: 233
Bought tickets on new site for 2 pax, and AY was "nice" enough to first authorise the whole amount on my card, and then actually charge my card once for every passanger.
So double the amount of money is gone and I am couple of thousands in overdraft. And even if I will get somebody on the line when people wake up, it might still take days, before the initial authorisation gets cleared. And I'll end up paying overdraft fees.
So double the amount of money is gone and I am couple of thousands in overdraft. And even if I will get somebody on the line when people wake up, it might still take days, before the initial authorisation gets cleared. And I'll end up paying overdraft fees.
Jul 17, 2019, 10:14 pm
#1102
Join Date: May 2013
Location: HEL
Programs: AY Plat (OWE), SK EBG (*A Gold), KQ Plat (STE+), Accor Plat
Posts: 3,157
There was a similar case to this on HS I think just yesterday. Seems that there’s a problem with payments, although AY is simply blaiming the credit card issuer. Authorisations and actual charges should be connected by an ID which seems to have failed somewhere along the process.
Jul 18, 2019, 1:24 am
#1103
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: 14,178
Is this really new? I had similar problem last summer with authorisation held for a long time, way past the charge was finalised. If the same, it is not the new web system, it is either AY backbone or payment processor (or both).
Jul 19, 2019, 11:00 am
#1104
Join Date: Jan 2012
Programs: AY+ Plat, Marriott Plat, Hyatt Discoverist
Posts: 2,846
Bought tickets on new site for 2 pax, and AY was "nice" enough to first authorise the whole amount on my card, and then actually charge my card once for every passanger.
So double the amount of money is gone and I am couple of thousands in overdraft. And even if I will get somebody on the line when people wake up, it might still take days, before the initial authorisation gets cleared. And I'll end up paying overdraft fees.
So double the amount of money is gone and I am couple of thousands in overdraft. And even if I will get somebody on the line when people wake up, it might still take days, before the initial authorisation gets cleared. And I'll end up paying overdraft fees.
Jul 21, 2019, 12:01 pm
#1105
Join Date: Aug 2007
Location: KUO
Programs: HH Diam, AY/AX/KQ/IHG/VISA Plat, SK/Bonvoy/Melia/Strawberry Gold, Radisson Prem, PP Prest
Posts: 2,266
No plat drink on AY370 KUO-HEL ATR on sunday evening - out of booze - SCANDALOUS!
Dubious explanation - the carts are filled only on every three days. Should I file an official complaint? Watering down the only benefit on those flying sardine tins!
Moreover, Gate 7 arrival. So much blabbering about the "easy" connections at the HELL airport by Finavia!
Dubious explanation - the carts are filled only on every three days. Should I file an official complaint? Watering down the only benefit on those flying sardine tins!
Moreover, Gate 7 arrival. So much blabbering about the "easy" connections at the HELL airport by Finavia!
Jul 21, 2019, 1:28 pm
#1106
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,788
No plat drink on AY370 KUO-HEL ATR on sunday evening - out of booze - SCANDALOUS!
Dubious explanation - the carts are filled only on every three days. Should I file an official complaint? Watering down the only benefit on those flying sardine tins!
Moreover, Gate 7 arrival. So much blabbering about the "easy" connections at the HELL airport by Finavia!
Dubious explanation - the carts are filled only on every three days. Should I file an official complaint? Watering down the only benefit on those flying sardine tins!
Moreover, Gate 7 arrival. So much blabbering about the "easy" connections at the HELL airport by Finavia!
Jul 21, 2019, 5:26 pm
#1108
Join Date: Oct 2008
Programs: AY Plat Lumo+LTG, FI Gold, DL Silver, BA, SK, AX Plat, Priority Pass, Marriott Ambassador & others
Posts: 634
Why is AY priority check-in at HEL such a crap experience nowadays? I did not have any bags to check but just wanted to collect a proper boarding pass. What a mistake.
I was the only one at Plat/OWE queue and one passenger being processed at the plat desk. The Biz/OWS queue was a bit longer and only one agent per queue.
However, this one passenger took at least 15 minutes to be processed at the Plat desk, the agent wondering if she can override R block in Altea for an exit row and then quoting upgrade prices, phoning somewhere else (apparently service desk or something). Her colleague from C desk also visited her trying to assist.
What gripes me here is that the C desk happily continued processing only her own queue, ignoring me and the others at the Plat queue. (No one really recognised our existence or directed to other desks, the service desk not that far was free most of the time.) When I finally got to the desk the agent did not bother to apologise for the wait until I gave a piece of my mind about their waiting times and queue management policies.
I think that from my personal (work) experience I have some kind of idea what airline ground handling is or what it should be and I do not think this is it. I also know how overly complicated the AY recruiting procedure for Service Agents is and yet they end up with this kind of people?
I was the only one at Plat/OWE queue and one passenger being processed at the plat desk. The Biz/OWS queue was a bit longer and only one agent per queue.
However, this one passenger took at least 15 minutes to be processed at the Plat desk, the agent wondering if she can override R block in Altea for an exit row and then quoting upgrade prices, phoning somewhere else (apparently service desk or something). Her colleague from C desk also visited her trying to assist.
What gripes me here is that the C desk happily continued processing only her own queue, ignoring me and the others at the Plat queue. (No one really recognised our existence or directed to other desks, the service desk not that far was free most of the time.) When I finally got to the desk the agent did not bother to apologise for the wait until I gave a piece of my mind about their waiting times and queue management policies.
I think that from my personal (work) experience I have some kind of idea what airline ground handling is or what it should be and I do not think this is it. I also know how overly complicated the AY recruiting procedure for Service Agents is and yet they end up with this kind of people?
1. Buy some Tensa barriers.
2. Set up 1 line for Lumos
3. Set up 1 line for plats.
4. Set up 1 line for other priority pax.
5. Instruct all priority check in agents to always take the pax from Lumo line if anyone is there. If not, take a pax from plat line if anyone is there. If not, take the first pax from regular priority line.
Problem solved - if the # of agents is sufficient.
Jul 21, 2019, 11:27 pm
#1109
Join Date: Jun 2015
Programs: AY+, SK EB
Posts: 2,962
Jul 22, 2019, 1:55 am
#1110
Join Date: Feb 2017
Location: TLL
Programs: AY+ Plat, TK Elite
Posts: 233
Bought tickets on new site for 2 pax, and AY was "nice" enough to first authorise the whole amount on my card, and then actually charge my card once for every passanger.
So double the amount of money is gone and I am couple of thousands in overdraft. And even if I will get somebody on the line when people wake up, it might still take days, before the initial authorisation gets cleared. And I'll end up paying overdraft fees.
So double the amount of money is gone and I am couple of thousands in overdraft. And even if I will get somebody on the line when people wake up, it might still take days, before the initial authorisation gets cleared. And I'll end up paying overdraft fees.
2) "Other dept." was notified because the booking was released during the weekend, didn't receive any comms from AY regarding that, though was promised
3) Was not charged overdraft fees, that was a UI optimisation of my bank's (which makes sense 99.99% of the times, but didn't for this case)
The lady I spoke to had pretty basic english but I managed to get across. So all in all not massively negative experience.