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!