Finnair Downgrade Drama
Nov 7, 2022, 2:44 pm
#1
Original Poster
Join Date: Feb 2002
Location: MSP/BUF/BNA/LFT
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Posts: 1,225
Finnair Downgrade Drama
I have a Premium Economy flight booked on Finnair in a few months and they have changed the schedule to an aircraft without PE. I called to cancel for a refund as I am not interested in travelling in economy and they refused. All they will say is that Premium Economy may return before the travel date. Thankfully I live in the US and am pondering doing a credit card chargeback as the fare rules clearly state ""THESE FARES APPLY FOR PREMIUM ECONOMY CLASS SERVICE" but as it stands right now 3/4 of my trip is in economy. I Even offered to move the dates by a day but for some reason their staff can't see the same-fare class availability that is on their own website. Is Finnair usually this awful? Any advice Finnair pros?
Nov 8, 2022, 1:08 am
#2
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Join Date: May 2011
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While the "PE may return before travel date" is technically true, it is not a argument. It is plain silly. If your confirmed booking now says Econ, that is what you (and they) must relate to.
One way to look at it is to wait and see if PE really returns. But you indicate that econ class is not acceptable to you, and I would personally react the same way. If they sold a ticket in a certain service class and they no longer are willing/able to provide you with this, the onus is on them.
As for what consumer rights and other legal options are in your jurisdiction I can't say. If the flight has origin or destination within the EU, EC/261 applies and you can look into that. If going with such options, they usually needs to be forcefully pushed as they do not voluntarily admit legal obligations under EC/261.
I would personally explore the "my confirmed seat is no longer in the service-class you sold, please re-route or cancel for full refund" argument first, and do it with different agents if needed.
You did not mention if all seats were confirmed in PE initially and from whom you bought the ticket. IME they have a poor attitude towards ticket sold in one class but seated in a different on parts of the trip. Their website often shows tickets from a Business fare where the majority of legs are seated in Econ. There is a small warning, but it is very easy to buy something you didn't intend. So the original confirmation is also important to check before proceeding.
One way to look at it is to wait and see if PE really returns. But you indicate that econ class is not acceptable to you, and I would personally react the same way. If they sold a ticket in a certain service class and they no longer are willing/able to provide you with this, the onus is on them.
As for what consumer rights and other legal options are in your jurisdiction I can't say. If the flight has origin or destination within the EU, EC/261 applies and you can look into that. If going with such options, they usually needs to be forcefully pushed as they do not voluntarily admit legal obligations under EC/261.
I would personally explore the "my confirmed seat is no longer in the service-class you sold, please re-route or cancel for full refund" argument first, and do it with different agents if needed.
You did not mention if all seats were confirmed in PE initially and from whom you bought the ticket. IME they have a poor attitude towards ticket sold in one class but seated in a different on parts of the trip. Their website often shows tickets from a Business fare where the majority of legs are seated in Econ. There is a small warning, but it is very easy to buy something you didn't intend. So the original confirmation is also important to check before proceeding.
Last edited by intuition; Nov 8, 2022 at 1:14 am
Nov 10, 2022, 9:01 am
#3
Original Poster
Join Date: Feb 2002
Location: MSP/BUF/BNA/LFT
Programs: AA Plat, Priority Club Gold, Choice Privileges Gold
Posts: 1,225
While the "PE may return before travel date" is technically true, it is not a argument. It is plain silly. If your confirmed booking now says Econ, that is what you (and they) must relate to.
One way to look at it is to wait and see if PE really returns. But you indicate that econ class is not acceptable to you, and I would personally react the same way. If they sold a ticket in a certain service class and they no longer are willing/able to provide you with this, the onus is on them.
As for what consumer rights and other legal options are in your jurisdiction I can't say. If the flight has origin or destination within the EU, EC/261 applies and you can look into that. If going with such options, they usually needs to be forcefully pushed as they do not voluntarily admit legal obligations under EC/261.
I would personally explore the "my confirmed seat is no longer in the service-class you sold, please re-route or cancel for full refund" argument first, and do it with different agents if needed.
You did not mention if all seats were confirmed in PE initially and from whom you bought the ticket. IME they have a poor attitude towards ticket sold in one class but seated in a different on parts of the trip. Their website often shows tickets from a Business fare where the majority of legs are seated in Econ. There is a small warning, but it is very easy to buy something you didn't intend. So the original confirmation is also important to check before proceeding.
One way to look at it is to wait and see if PE really returns. But you indicate that econ class is not acceptable to you, and I would personally react the same way. If they sold a ticket in a certain service class and they no longer are willing/able to provide you with this, the onus is on them.
As for what consumer rights and other legal options are in your jurisdiction I can't say. If the flight has origin or destination within the EU, EC/261 applies and you can look into that. If going with such options, they usually needs to be forcefully pushed as they do not voluntarily admit legal obligations under EC/261.
I would personally explore the "my confirmed seat is no longer in the service-class you sold, please re-route or cancel for full refund" argument first, and do it with different agents if needed.
You did not mention if all seats were confirmed in PE initially and from whom you bought the ticket. IME they have a poor attitude towards ticket sold in one class but seated in a different on parts of the trip. Their website often shows tickets from a Business fare where the majority of legs are seated in Econ. There is a small warning, but it is very easy to buy something you didn't intend. So the original confirmation is also important to check before proceeding.