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“Administration + CustomerCare mess”
Review of Finnair


Reviewed 9 January 2025

Administration and customer care is below average
Finnair booking process is good, the app is working quite convenient.

However, administrative + customer care are below the level I expected.
I booked checked lugage on beforehand, however before boarding started, my name got called via the speakers.

I had to come to the desk, where the Finnair employee said I did not pay for my checked luggage. My original booking was already few week earlier, so I paid again. (--> uggghh, should have checked).

When entering the plane, I realised the mistake and checked my email. Directly, I created a case via the app. It took 1 month for the first response from Finnair, and they did not care to understand the issue. They kept saying I paid extra for my 'too large hand' lugage, which had nothing to do with this.

Why would they randomly pick 1 customer name and call them via the mic to pay before boarding starting???

This simple question the customer care could not answer, so they just dismissed the case. So I paid double for the checked-in luggage for nothing, only poor administration from their side. Probably the administration of the 'extra' bag went also wrong, so mistake on mistake.

Customer care took 2x 1 month to look at this relatively simple case, without any structive/well-checked answer.

Worst thing: I had a 5 hour overlay at Finnair headquarters (Helsinki), but also there, the only way to solve a case is via tickets........ Very customer centric.

Would be great if companies realize aftersales can be a retention method, and not only a way to cut some costs.

Will never use Finnair again for this reason, despite the flight was good!

Date of travel: November 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank 962hjd
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviews (8,655)
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22 - 26 of 8,655 reviews

Reviewed 8 January 2025

While flight cancellations and delays are always stressful, Finnair handled the situation with professionalism and care. When my flight was canceled, they automatically rebooked me on the next morning’s flight. Finnair kept me well informed throughout the entire process via SMS and email, ensuring I was never left in the dark. They even sent me an SMS with a link where I easily booked a hotel with no cots.

I've flown with many airlines, but Finnair stands out for its excellent issue handling. They made a difficult situation much more manageable.

Suggestions for improvement: It would have been great if they provided taxis (or vans) for everyone and allowed online check-in for the rebooked flight, so we could avoid waiting in line for tickets.

Overall, I’m very impressed with Finnair’s customer care during a challenging time!

Date of travel: January 2025
Thank Explorer54038591815
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 6 January 2025

was not good because the flight was 2 hours late and we had to wait 30 minutes to claim our bags. the food was okay so was the in flight entertainment. 1.5/5

Date of travel: November 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank Son N
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 6 January 2025

I really recommend to use other airlines where possible. We are flying several times a year to Finland and on around every second trip a flight is severely delayed or cancelled. Getting in touch with the customer service takes really long and they can not really find suitable solutions. Given the fact that Finnair is much more expensive than other airlines for similar destinations there is no reason flying with finnair. The luggage has been damaged also already several times. The crew is ok, the airplanes on european flights old with really short leg space.

Date of travel: January 2025
Thank 628severinm
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 4 January 2025

I had purchased a business class ticket in finair- at last minute they cancelled the flight. And booked us in a partner airline via Frankfurt. The connection in Frankfurt was tight and we were stuck.
Finair refused to help with rebooking and claimed that the partner airline needs to do it - when in fact the ticket was purchased and processed thru finair.
WORST customer service! No one picks up the calls for hours and the counter folks in Frankfurt were rude and racist. NEVER travel via finair.

Date of travel: January 2025
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank Hema1900
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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