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85 comments
Ann-Randi R
Verified | Oct 5, 2026
Trondheim-Barcelona
Economy
Unknown
It was extreme weather in Barcelona, so the could not get the luggage out of the plane. None of the passengers on the flight got their luggage. At the moment the weather is still causing problems, flooding, and my luggage has not been delivered to my hotel. It has now been 38 hours since we landed
- Trondheim-Barcelona
- Economy
Saari Anete L
Verified | Oct 3, 2026Tallinn-ulemiste International-Chicago
Economy
Claim escalated to airline
Unknown
I booked the flights from Iberia, although Finnair was the operating carrier. When I arrived at the airport on the day of flight, I was told at Finnair check-in desk that I have no ticket, and that the Finnair workers at the airport can not do anything else, I need to contact Iberia. I have called Iberia to ask for the ticket that I had paid for and got the booking confirmation, but they did not fix it, not provide me replacement flights and gave the money back. I sent an email to Iberia asking how this could happen and how could I get refund, but I received no response in 10 working days. I also submitted a claim on Iberia website asking for refund, but there I also got no response in 10 working days. As Iberia did not provide re-routing, I was required to purchase replacement flights myself and arrive at the destination approximately 24 hours later. The replacement itinerary cost 1082.02 EUR. Iberia refunded 480.52 EUR for the original booking. Therefore, my net additional ticket cost is 601.5 EUR. I request reimbursement of this additional cost. The original booking (9IQX7N) was for flights Tallinn-Helsinki (flight IB6455), Helsinki-Chicago (flight IB6422), Chicago-Helsinki (flight IB6423) and Helsinki-Tallinn (flight IB6432). The booked flights to Helsinki and Chicago were on the same day, however the replacement flights are on different days and I had to stay in Helsinki Vantaa overnight. Thus the hotel cost is added.- Tallinn-ulemiste International-Chicago
- Economy
- Claim escalated to airline
Sini K
Verified | Sep 30, 2026Oulu-Oslo
Economy
Claim escalated to airline
Unknown
I made the report of missing luggage PIR at Oslo airport for your staff member in Oslo SAS. Service lady at Oslo airport was very kind and I was promised to get my luggage delivered where ever it is needed. I left with the believe that I get a call when luggage will be delivered. 1 bag is delayed. Luggage is normal weight. I believe you have needed details in PIR. I booked my flight from Oulu to Oslo via Finnair. Normally I travel with Finnair. Helsinki Oslo flight was cancelled and Finnair has reserved this SAS flight from Arlanda to Oslo and reroute my trip as I am important customer for them. I left my luggage at Oulu, and I herd when doing PIR that my luggage was travelling until Arlanda and there SAS did not manage to get the bag for Oslo flight. I travel every week between different countries. I am heavily occubied and my travel plan is always busy. Missing luggage caused me challenges, as I needed to use time for trying to solve this case but also buying missing necessary things. You find my receipts of buying clean socks, underwear, teethbrush, one shirt for businessmeetings, and one shirt and trouser for evening excercise, plus charger for phone. I was specially dissapointed that I spent so much time on your call service gueue, and also your staff did not call me back, even he promised so. I hoped to have my bag delivered to me in Oslo as it was filled in PIR as first prio address, but later I saw online that it was planned to return to my home address. Then I needed to start calling to you. Which should have been unnecessary as I told at airport to your assistant in service point that this travel will last 13 days in 3 countries before I'm back at home, so I need my bag delivered to me, not to my home. How can it be that then your system is changing to return it to my home? Worth to mention, your sales assistant laughed for this situation on phone. As you record calls, you can listen it. I also understand humor, but it would have been better just to appoligize on your companys behalf. Eventually, I did not receive a call from your personnel, who laughed to my situation, even thought he promise to call back after figuring out how to solve this. Eventually we agreed via SMS again with new personnel from SAS, that luggage is now sent to Finland where my next flight will land. I hope that I will receive my luggage tomorrow at Helsinki airport. But even here with SMS communivation your service assistant could not give me details where is the pick up point in Helsinki. This would have been helpful information in my busy schedule, but I will need to find it out by myself tomorrow. So I will use again time for solving this tomorrow. All in all, this was a bad customer experience for me. It could have been good if I would have got the call as promised and bag delivered to me. Unfortunately I didn't feel that SAS as company is trying to do everything they can to help me in this situation.- Oulu-Oslo
- Economy
- Claim escalated to airline
Ernest L
Verified | Sep 27, 2026Stockholm-Nice
Economy
Weather conditions
Iβm getting in touch regarding my journey on September 10th from Stockholm Arlanda to Helsinki, followed by my connecting flight from Helsinki to Nice. Unfortunately, my flight from Stockholm to Helsinki was delayed, I believe due to weather conditions. As a result, I arrived too late to catch my connecting flight to Nice that same evening, meaning I unfortunately missed the flight. This also meant that I missed a hotel booking I had made for that night in Nice, as well as, most importantly, a wedding I was travelling to attend. There were no other flights available that day, so I wasnβt able to get to Nice in time for the wedding. I was helped by a lovely woman called Sira at the customer service desk, who was very kind and helpful given the situation, and I really appreciated her assistance. Iβd therefore like to ask if you could please look into what happened with my journey and let me know if there is any compensation or reimbursement available for the missed flight, hotel booking, and the inconvenience caused by the delay. Iβd be very grateful if you could look into this for me.- Stockholm-Nice
- Economy
Arturs T
Verified | Sep 19, 2026Riga-Houston
Economy
Claim escalated to airline
Unknown
Foe your knowledge claim was done by AA.com claim phone because on arrival after midnight AA office was closed but I had to go and not to wait 6hours untill it opens. Tickets were ordered by my travel agent company. Most probably luggage lost due to first flight delay at Riga ( rix) airport more than 30 min. therefore no time to put luggage on next flight. Later on it was lost totally for more than week. If you have additional questions always glad to answer- Riga-Houston
- Economy
- Claim escalated to airline
Jeffrey B
Verified | Sep 17, 2026Helsinki-Hong Kong
Economy
No reason given
received this 18 Sept - Dear Mr. Belbin, Thank you for your patience. We will pay you the compensation of 600 Euro primarily into your bank account as cash, or, if you prefer, you can also choose to receive the compensation as a Finnair gift card, which includes an additional 50% added value. You will receive instructions in your email jeffreywbelbin@gmail.com on how to provide your bank details or use the gift card. Please note that Mr. Tristan Merrett has authorized a third party (Air Advisor) to seek compensation on his behalf. If he would like to continue handling the case directly with Finnair, we need written confirmation from a third party that they are no longer handling it, as well as manually signed Power of Attorney from him. We look forward to having the opportunity to provide you with a more pleasurable travel experience soon. Sincerely, Marina Finnair Customer Relations- Helsinki-Hong Kong
- Economy
Gurpreet Kaur G
Verified | Sep 15, 2026Tallinn-ulemiste International-Toronto
Economy
Unknown
I am writing to make a formal complaint regarding the serious problems I have experienced with my recent flight booking made through Expedia. I originally purchased a round-trip itinerary and paid approximately CAD $1,600. I understand that the original ticket was not refundable, and I am not claiming that it was refundable simply because I am dissatisfied with the outcome. However, the circumstances surrounding my booking and subsequent travel problems have resulted in significant financial loss, disruption, and distress. After my original return arrangements were cancelled/affected, I had to make another booking. The replacement itinerary involved transit through Ireland. I was subsequently not permitted to travel because of the requirements associated with transiting/staying in Ireland. What is particularly concerning to me is that I booked this itinerary through Expedia, yet I was not adequately protected from this issue before travelling. I relied on Expedia as the booking provider to provide an itinerary that I could actually travel on based on the information and circumstances associated with my booking. Since this happened, I have spent the last two days trying to resolve the matter. I have repeatedly contacted Expedia, only to be told to contact Finnair. When I contact Finnair, I am directed back to Expedia. I am therefore being passed between the two companies without receiving a clear resolution or taking responsibility for the situation. The consequences have been extremely serious for me: β’ My entire travel plan has been disrupted. β’ I have been unable to return as planned. β’ I have been unable to attend work as scheduled and have suffered financial consequences as a result. β’ I have already lost approximately CAD $1,600 on the previous booking. β’ I am now being placed in a position where I may have to purchase another flight at additional cost simply to get home. β’ I have spent two days continuously trying to resolve an issue that should have been addressed by the parties involved in arranging and operating my itinerary. β’ The uncertainty and repeated communication between Expedia and Finnair have caused me significant emotional distress. I have been extremely worried about my situation and have struggled to eat and sleep properly because I do not know how I will resolve this and return home. I appreciate that airline tickets have fare conditions and that some tickets are non-refundable. However, my complaint is about the circumstances that resulted in this situation and the lack of an effective resolution after I was prevented from travelling. I am therefore requesting that Expedia conduct a full investigation into my booking and provide me with a written response addressing: 1. Why this itinerary was sold/booked through Expedia given the transit requirements that ultimately prevented me from travelling. 2. Whether the transit/document requirements were properly considered when the itinerary was issued. 3. What responsibility Expedia accepts for the circumstances surrounding this booking. 4. What refund, reimbursement, credit, or other financial remedy is available for the unused travel and losses I have incurred. 5. Whether Expedia will reimburse the additional reasonable cost of a replacement flight that I now have to purchase because of this situation. 6. What assistance Expedia can provide regarding the financial loss caused by my inability to return to work as scheduled. 7. A clear explanation of why I have been repeatedly directed between Expedia and Finnair without either party resolving the matter. I am asking Expedia to treat this as a formal complaint and escalation, rather than another ordinary customer-service inquiry. I have retained my booking confirmations, correspondence, screenshots, and records of my communications and expenses relating to this matter. I am prepared to provide these documents if required. I sincerely hope Expedia will review the complete circumstances rather than simply referring me back to Finnair. I purchased the itinerary through Expedia and relied on Expedia to help arrange a workable journey. I now expect a clear explanation, appropriate assistance, and a fair review of the financial losses I have suffered.- Tallinn-ulemiste International-Toronto
- Economy
Giovanna L
Verified | Sep 13, 2026Ivalo-Helsinki
Economy
Claim escalated to airline
Unknown
My husband and myself shared a luggage for this trip. the luggage was delayed by one night. It was freezing cold in Helsinki for which we had to buy necessary clothes. Besides that, we only bought clothes and toiletries that we also use in our daily life. Finnair refuses to compensate for those expenses. Finnair offered 100EUR in compensation, which we denied.- Ivalo-Helsinki
- Economy
- Claim escalated to airline
Samuel L
Verified | Aug 29, 2026Stockholm-Paris
Economy
There was food in my suitcase, food that I made sure to freeze before leaving and now it will rot and damage my clothes that are also in the suitcase
- Stockholm-Paris
- Economy
Mauricio R
Verified | Aug 22, 2026Krakow-Santiago
Economy
All the five pieces of luggage were wrapped around in transparent film. We got in the first flight I'm Krakow, we had a layover in Helsinki and then in Madrid to finally arrive in Santiago. When we arrived there we were informed about the lost of all of the luggage
- Krakow-Santiago
- Economy
Vito F
Verified | Aug 21, 2026Naples-Los Angeles
Economy
It caused frustration for my family, as we couldn't get dressed or access our medicationsβespecially those for my daughter, who has epilepsyβso, being in the middle of a tour, we didn't know if we could continue.
- Naples-Los Angeles
- Economy
Lidia B
Verified | Aug 17, 2026Copenhagen-Lima
Economy
Claim escalated to airline
In our 23 kilo luggage we carried gifts for the family in Peru, which we where not able to give to them. Also most of our clothes. For this reason we had to buy a lot of new clothes: socks, t-shirts, pants, jumpers, woolen hats. We filed all the necessary documentations at once in the airport in Peru, and the worker for the airline company Level. Told us that our luggage would reach our hotel (Hotel FerrΓ©, in Lima) within 72 hours, but it never arrived. Also our travel from Spain, Barcelona was originally with the airline Iberia but as we where in the cew for the airplane they changed it in the very last minute to the airline company Level. In the end we only retrieved our luggage the very last day of our stay in Peru (the 4th. of August), and only by guessing that we should probably try to ask Iberia instead of trying to reach Level air company, which at that moment had been impossible to reach. Level does not have any office in the Lima airport and the phonenumber they gave us (+51 01 7089715) just connected us to a machine and after choosing the relevant numbers they hung up every time we tried to talk to a human being. So we did not get anything out of calling that number. Since we where counting on not loosing our luggage we had already paid for it on our next flight to Arequipa. That money was spent in vain.
- Copenhagen-Lima
- Economy
- Claim escalated to airline
Freddie B
Verified | Aug 3, 2026Chicago-Helsinki
Economy
Address is MΓ€kelΓ€nkatu 47 00550 Helsinki Finland This is where Iβm at send here or let me know when itβs at the airport Iβll come get
- Chicago-Helsinki
- Economy
Sabine V
Verified | Jul 22, 2026Auckland-Helsinki
Economy
My journey was booked as AucklandβSingapore (Air New Zealand) connecting to SingaporeβHelsinki (Finnair), via the Air New Zealand app. My baggage was checked through to Helsinki at Auckland check-in, and I was advised I would receive my Finnair boarding pass on arrival in Singapore. I was not informed that check-in for the Finnair sector closed one hour before departure. Indeed, I was not told that I had to Check in at all. I was just told I would receive a boarding pass in Singapore when boarding the flight. On arrival at the Singapore counter 45 minutes before the flight, to obtain my boarding pass, I was told the gate was closed and I could not board as I had not checked in. As a result, I was denied boarding on the flight and was not able to depart Singapore until the following evening, 13 June, arriving in Helsinki approximately 24 hours later than scheduled.
- Auckland-Helsinki
- Economy
Altheo C
Verified | Jul 3, 2026Doha-Davao
Economy
I received my luggage on July 3, 2026. Unfortunately, it was damaged when I received it. I would appreciate your assistance in resolving this issue as soon as possible.
- Doha-Davao
- Economy
Anni M
Verified | Jun 19, 2026Tallinn-ulemiste International-Ho Chi Minh City
Economy
Tallinn to Helskini flight was delayed by 30 minutes causing the baggage to be delayed for transfer. I was able to run to the next gate and make it to my flight, however my baggage was not able to catch my flight. I was traveling for work, so everything in my bag was necessary to get my job done. I had to purchase items the next day to prepare for work.
- Tallinn-ulemiste International-Ho Chi Minh City
- Economy
Tanishq A
Verified | May 29, 2026Delhi-Copenhagen
Economy
Claim escalated to airline
The delayed baggage caused immense mental harrasment for me as I was on a fast paced trip with Contiki Tours and we were changing cities every 2 days. The airline and menzies were utterly unhelpful making fake promises and claims about the baggage. Initially they promised that the baggage would get delivered by 27 May to Coppenhagen but when I reached the airport to collect it they mentioned it again missed the flight and it will get delivered to me on 28 May to my hotel address in Oslo. When I called them on 28 May after checking they sent out an email in morning saying it was delivered to my hotel, but upon checking at the hotel the baggage never arrived. Finally, on 29 May I had to make the trip myself to collect the baggage from Oslo Airport. In between this, I called Menzies Aviation the baggage handling service more than 20 times and every time I was getting a different update from them. The people at menzies were very rude and they were disconnecting the call in between without even giving any resolution. When I contacted the airline they said that they would refund any expense incurred upto EUR 1900, but after I filed the claim for the purchases I made for 3 days they just handed me a 50 EUR gift card.
- Delhi-Copenhagen
- Economy
- Claim escalated to airline
Tanishq A
Verified | May 26, 2026Delhi-Copenhagen
Economy
Successful claim
My original flight from Delhi to Helsinki was delayed due to a technical fault (precisely with the left brake) which delayed my flight landing by almost 40 minutes and led to missed connection to Copenhagen. Thus airline rebooked on a later flight but as it was at a later time my final arrival at Copenhagen got delayed by more than 3 hours.
- Delhi-Copenhagen
- Economy
- Successful claim
Evangelia P
Verified | May 20, 2026Stockholm-Stavanger
Economy
Successful claim
Our flight was direct from Stockholm Arlana to Stavanger, unfortunately it did not arrive, so we filed a claim for our lost suitcase. The employee informed us that it would arrive the next day. After 2 days we returned to the airport to ask what was happening with our suitcase and they informed us that our suitcase was in Cairo. Even today we have not received it. Our return flight is in a few hours. I hope our suitcase will return intact to the address LennartnΓ€svΓ€gen 7, 19693 KungsΓ€ngen, Stockholm, Arlanda.
- Stockholm-Stavanger
- Economy
- Successful claim
David L
Verified | Apr 6, 2026London-Helsinki
Economy
No reason given
The direct flight I booked in March 2025 was cancelled on the day of the flight , we were then rebooked on 2 separate flights with a different airline which were landing at different terminals . We could not check in for boarding passes on websites for either of these flights .when we arrived at Lufthansa check in desk at Heathrow airport we were told they could not issue a boarding pass for the second flight and we would have to collect it at the customer service desk at Frankfurt Airport. When we arrived at Frankfurt airport we had to travel to a different terminal which caused extra delays in trying to catch the second flight . We we arrived at the terminal the finair desk was closed and we could not get a second boarding pass and given entry in to security. This meant we missed the second flight . I was then left with no choice but to pay and additional 967.82 euros for another flight to get to my destination which I originally booked with Finair- London-Helsinki
- Economy
Max Theodore V
Verified | Apr 3, 2026Kuusamo-Helsinki
Economy
Technical problems
his is an automated answer from Finnair Customer Relations: Dear Max Theodore Van Dijk, Thank you for contacting us regarding flight AY0486 Kuusamo - Helsinki Vantaa on 27.03.2026. We apologise that the flight was disrupted.This flight was operated by Nordic Regional Airlines (Norra) and we will answer to you on behalf of them. The flight in question was unable to land at Kuusamo Airport due to a failure of the airport's Instrument Landing System (ILS) occurring simultaneously with low-visibility weather conditions. Its function is to enable safe landings under adverse meteorological conditions and is owned, operated, and maintained exclusively by the airport authority. As such, the malfunction constituted a technical defect in an airport infrastructure which Finnair could neither foresee nor prevent. The combination of the ILS failure and adverse meteorological conditions rendered safe landing operations impossible, and no reasonable measure available to Finnair could have avoided the resulting disruption.Because the delay reason is considered as extraordinary circumstance, no standard compensation will be paid according to EU Regulation 261/2004 art. 5(3). The right to EU standard compensation does not apply if the delay is caused by extraordinary circumstances to which Finnair is unable to influence even if all reasonable and necessary measures are taken. If you want reply to this message, you can do it via this link: www.finnair.com/retrievefeedback . We look forward to seeing you onboard our flights again. With kind regards, Finnair Customer Relations Β© Finnair. All rights reserved. PO Box 15, 01053 Finnair, Finland.- Kuusamo-Helsinki
- Economy
Jonathan G
Verified | Feb 15, 2026Tokyo-Oslo
Economy
Problems at airport
On 2 January 2026, we boarded the flight from Tokyo to Helsinki. After boarding, we waited extensively for de-icing. Once de-icing was completed and we were ready for takeoff, the pilot announced the flight could not depart due to improper de-icing procedures. During this delay, the airport closed. At 2 AM, we were deplaned with no assistance securing accommodation and no available hotel rooms, and we then had to sleep in a 24/7 cafe at the airport. The flight was rebooked for 3:30 PM on 3 January, causing us to miss our Oslo connection. Finnair then rebooked us to depart Helsinki on 5 January β two days late. Due to work commitments on Monday 5 January, we were forced to purchase replacement flights through another airline at our own expense. The improper de-icing was an operational failure within the airline's control instead of caused by weather. Finnair initially claimed it was caused by weather and therefore not their failure. However, after refuting that, they are claiming that de-icing services are not their responsibility.- Tokyo-Oslo
- Economy
Greta V
Verified | Feb 9, 2026Bangkok-Vilnius
Economy
Problems at airport
Adding some details about the flight: Once we landed the Airplane Airbus A350-900 went to a seperate de icing section to de ice the airplanes flaps in order to lower the flaps. This took additional time where we were not able to make our connecting flight. After landing and de icing we were only able to leave the plane at 15:48 PM. Timeline: Disembarked the plane 15:48 PM Secury check finished 16:08 PM (huge holddowns seemed almost intentional) Gates close 16:10 PM it is impossible to reach the gates as they are on the other side of the airport. We ran all the way and did not reach the gates in time.- Bangkok-Vilnius
- Economy
Roman V
Verified | Jan 5, 2026Warsaw-Tallinn-ulemiste International
Economy
Successful claim
No reason given
The flight from Warsaw to Helsinki was delayed twice, first from 19:20 to 21:45 and then from 21:45 to 22:35 UTC+1. The connecting flight was scheduled for 23:50 UTC+2. Due to the delay, I and Mariia could not fly to Tallinn with the AY1035, and Finnair automatically rebooked the flight to AY1011. No actions from my side were triggered for rebooking; it was a fully automatic process driven by Finnair. The Finnair customer support service was not working, neither by online chat nor via the phone number provided on the website page. There were no representatives of Finnair in Warsaw airport either, so communication was close to zero, with occasional automatic messages arriving to my email. I and Mariia arrived in Tallinn in the morning at 08:00 instead of the planned 01:00, which greatly affected the working day. The incident impacts both me and Mariia, since we end up not sleeping over the night with still a need to go to an office to do a job. That also disrupts my schedule for the Monday, since I had arranged several meetings, which now need to be rescheduled.- Warsaw-Tallinn-ulemiste International
- Economy
- Successful claim
Marshall T
Verified | Dec 26, 2025Amsterdam-Rovaniemi
Economy
The bagage was delayed due to a fault at Schiphol airport bagage handeling system on Friday 19 December 2025. It was on the news in The Netherlands that 20 thousand bags were delayed.
- Amsterdam-Rovaniemi
- Economy
Hamish B
Verified | Dec 4, 2025Oulu-Geneva
Economy
Successful claim
The airline did not communicate when the luggage would arrive at my place of stay so I had no idea how long I would need to survive with buying clothes from stores that were limited with avaliability. It took over 72 hours for my bag to arrive, causing me to need to buy clothes just to stay hygenic and clean.
- Oulu-Geneva
- Economy
- Successful claim
Wai Lan Iris T
Verified | Nov 25, 2025Hong Kong-Prague
Economy
We were supposed to be travelling on AY1227. Due to inbound AY99 being delayed, we were denied boarding and were requested to change flight to AY 1221, resulting in a delay of more than 3 hours arriving into Prague, on a ticketed flight of HKG - PRG.
- Hong Kong-Prague
- Economy
Satish B
Verified | Oct 28, 2025Delhi-Helsinki
Economy
Successful claim
Technical problems
Sub :- AY 607 rescheduled to LH 763 And AY 609 from Helsinki to Ivalo on 21/10. My PNR number :- On 20th October , I was scheduled to fly out of IGI Delhi on Finn Air AY 607 at 745 Am . My final destination was Ivalo which , I was supposed to arrive on the same day as you can see from the attached ticket. I live in Coimbatore in Tamil Nadu . In order to reach New Delhi , I travelled 2.5 hours on Air India and stayed at Radisson hotel Aero city ( receipts attached ). At 2am on the 20th we got a message regarding cancellation of AY 607 and subsequent rescheduling. This meant our stay at Ivalo which was fully paid for was cut short by a day ( no reimburse ment ). Additional day expenses at Radisson hotel , Delhi , and other in conveniences. Kindly also be reminded that we had a 5 hour transit at Munich followed by another 5 hour break at Helsinki. We request Finn air to fully compensate us for the following. 1. Two days lost expenses at Ivalo ( Stay , car rental etc) . Kindly be reminded that flight AY 609 from Helsinki to Ivalo also was delayed by 3 hours on the 21st. 2. Hotel expenses at New Delhi. 3. Transit expenses at Munich- Delhi-Helsinki
- Economy
- Successful claim
Kevin B
Verified | Oct 25, 2025Oslo-Los Angeles
Economy
My claim to Finnair seems to meet all the conditions from the Montreal Convention, which is substantially more than the 150 Euros the airline are offering. My claim was made within 21 days of arrival where both of our suitcases were delayed. No cash allowance was provided by the airline for incidentals. If any other information is required then please do not hesitate to contact me on kevinboodhun.kb@gmail.com
- Oslo-Los Angeles
- Economy
Wong T
Verified | Oct 24, 2025Warsaw-Helsinki
Economy
Strike
Finnair notified me that there would be a strike which would likely lead to a flight cancellation. I chatted with their customer service, and they said they could help me change my flight to the day after. When I asked about hotel arrangements, they told me to arrange it myself and that I could apply for compensation for both the flight cancellation and the hotel cost later. However, when I submitted my claim, they replied that this was a "voluntary change," so I am not eligible for compensation. I was not aware of this during the chat with the agent. I feel misled by the staff. Therefore, I would like to apply for compensation.- Warsaw-Helsinki
- Economy
Kristen F
Verified | Oct 22, 2025Schonefeld-New York
Economy
Successful claim
No reason given
flight was so delayed with arriving to berlin and taking off (1.5-2 hrs total) that i missed my connecting flight to jfk from helsinki bye almost 2 hrs- Schonefeld-New York
- Economy
- Successful claim
Markus J
Verified | Sep 26, 2025Helsinki-Munich
Economy
Technical problems
Finnair.com/haepalautteita Case number: 17351676 Finnair is refusing reimbursement due to "exceptional circumstances" However, I do not agree that this is the case. It is of course unfortunate for the airline but in this case Finnair is not stating that it was a fleet wide hidden technical issue noted by Airbus or another aviation official. People were waiting on the plane for about 1,5 hours and were then informed of the cancellation. I was rerouted to Munchen via Lufthansa that same evening and arrives at my destinatio some 12 hours later than intended. Due to this I lost 1 full day of my 4 day weekend trip to Germany.- Helsinki-Munich
- Economy
Alexandra V
Verified | Sep 4, 2025Vilnius-Geneva
Economy
3 months on - still waiting - Finnair
5th June 2025. My baggage didnt turn up with my flight, and it was after 7pm. I arranged to have my luggage - when it was found - to be delivered. I was also advised by customer service, that if I needed to buy any toiletries that I would be compensated. 6th June 2025 I purchased essentials as I didn't know how long it would be before my baggage would turn up (my daughters bag was lost by Finnair a few weeks previously, and it didn't turn up for 3 days!) 6th June 2025. I submitted the receipt of purchase on the reimbursements site - which did not provide an email to acknowledge they received it. I was advised 7 weeks for a reply. Early July 2025 I sent an email to the complaints department on the Finnair site - again - not acknowledgment of the email and still no reply. Today is 4th September 2025. I am still waiting for contact or any answer from FInnair. There are no phone numbers I can contact to talk with anyone or directly look into this. All I want is the compensation for what I purchased - as I was directed. Any contact at all from Finnair would be just polite and good customer service.Overall
Long wait for replies and compensation
Baggage truned up
- Vilnius-Geneva
- Economy
Lise D
Verified | Aug 26, 2025Geneva-Umea
Economy
No reason given
At first I had a flight to Copenhague but then this flight got delayed so I was rebooked in the flight for Helsinki and this flight was late so I missed my connection and had to sleep a night at Helsinki to take the next plane available. In addition my bagage did not follow !- Geneva-Umea
- Economy
Anita K
Verified | Aug 16, 2025Helsinki-Delhi
Economy
Successful claim
No reason given
FORMAL DEMAND FOR COMPENSATION Systematic Negligence and Abandonment of Senior Citizen Passenger FROM: Anita Karwal, Indian Administrative Service Officer (Retired), Former Secretary, Ministry of Education, Government of India DATE: REGARDING: PNR W37KGE - Demand for Compensation for 55-Hour Delay and Gross Negligence CLASS OF TRAVEL: Premium Economy I. INTRODUCTION AND PASSENGER PROFILE I am a 62-year-old senior citizen and retired in 2022 as Secretary, from the Ministry of Education, Government of India, having served at the highest echelons of the Indian Administrative Service until November 2022. I suffer from asthma and severe obstructive small airways disease, conditions that significantly restrict my mobility and require me to carry specialized medicines and medical equipment including a nebulizer machine and emergency inhalers at all times. These medical limitations prevent me from walking longer distances, moving quickly, or engaging in any but the mildest physical activities. Despite my age and clear medical vulnerabilities, I was subjected to treatment by Finnair that can only be described as systematic negligence, discriminatory practices against senior citizens, and complete abandonment during a crisis situation that extended my journey by 44 harrowing hours. II. THE JOURNEY BEGINS: INITIAL BOOKING AND OUTBOUND TRAVEL On July 11, 2023, I embarked on a carefully planned European tour of Norway and Denmark, traveling with my husband, Atul Karwal, on Finnair flights under PNR W37KGE. I had specifically booked Premium Economy seats for both directions, anticipating the need for enhanced comfort given my medical conditions. I possessed a valid Schengen visa for the entire travel period and had meticulously planned every aspect of this journey. The outbound journey from Delhi to Oslo via Helsinki proceeded without incident, demonstrating that Finnair's systems can function properly, if they so desire. This stands in stark contrast to the nightmare that awaited me on my return journey. III. THE RETURN JOURNEY: FIRST SIGNS OF DISCRIMINATION July 26, 2023 - Morning: Copenhagen to Helsinki My return journey began ominously at 10:00 AM when I arrived at Copenhagen airport, now traveling alone, as my husband had departed for Stockholm on a separate itinerary. I boarded the 1:00 PM Finnair flight from Copenhagen to Helsinki, where I encountered the first instance of what I can only describe as discriminatory treatment. Despite being on an international flight of two and a half hours duration, Finnair's policy dictated that only business class passengers deserved to be fed. As an economy class passenger on this sector, I was denied any meal service. This policy represents a fundamental violation of human dignity: the assumption that a passenger's nutritional needs on an international flight are determined solely by the price of their ticket is both ethically reprehensible and practically dangerous, particularly for senior citizens who may have medical conditions requiring regular nutrition. By the time I reached Helsinki, I had already been without proper food for several hours, having left my Copenhagen hotel early to reach the airport by 10:00 AM. IV. THE NIGHTMARE BEGINS: Technical Failure and Passenger Entrapment Evening of July 26, 2023: Helsinki to Delhi Flight At approximately 6:00 PM, I boarded the Finnair flight from Helsinki to Delhi, scheduled for departure at the same hour. What should have been the final leg of my journey home instead became the beginning of a 55-hour ordeal that would test the limits of human endurance and expose the depths of corporate negligence. The aircraft began its take-off roll approximately twenty to thirty minutes behind schedule. As we gained speed down the runway, passengers felt the sudden deceleration as the pilot aborted take-off and returned to the aerobridge area. For a considerable period, no announcement was made, leaving passengers - many of whom were already anxious about the delayed departure - in a state of mounting concern. The First False Promise: 7:00 PM After approximately thirty minutes of ominous silence, cabin crew announced that a βsmallβ computer malfunction had been detected and was being repaired. No details were given and it was not exactly clear what the snag was. Passengers were assured that the problem would be resolved within fifteen minutes and that we would soon be airborne. This was the first of several announcements or rather false promises that were made regarding the flight status and that the flight would take-off very soon, characterizing the deceptive handling of the crisis by Finnair. The Deception at 9:30 PM As the clock approached 9:30 PM - three and a half hours after our original departure time - passengers remained trapped in their seats, having received no further information and no sustenance beyond a single tiny chocolate. At this point, Finnair announced that whatever was the issue could be taken care of, and assured us that this would be accomplished within thirty minutes. For a senior citizen with severe asthma, sitting in a stationary aircraft for extended periods creates multiple health risks. The stale air circulation, inability to access my nebulizer properly, stress-induced breathing difficulties, and physical discomfort from prolonged sitting began taking their toll. Yet Finnair's crew, while courteous in manner, appeared to lack any authority or directive to address passengers' mounting physical distress. The Final Capitulation: 10:00 PM At 10:00 PM, after four and a half hours of passenger imprisonment, Finnair finally conceded their mishandling. The announcement came that the flight could not take off and all passengers must disembark. By this time, I had been either in airports or aircraft since 10:00 AM that morning: a full twelve hours without proper nutrition, adequate rest, or appropriate medical considerations for my condition. V. ABANDONMENT AND CHAOS: Ground Operations Collapse The Single Point of Failure Upon disembarkation, approximately 150 passengers, predominantly Indian nationals, found themselves facing what can only be described as organized chaos. Finnair, despite having four and a half hours to prepare for this possibility, had assigned exactly ONE staff member to handle the needs, concerns, and rebooking requirements of over 150 distressed passengers. This single point of failure created a scene of pandemonium. Desperate passengers surrounded the lone Finnair representative, creating an impossible situation where individual needs could not be addressed, specific questions went unanswered, and vulnerable passengers like myself were left to fend for themselves in an increasingly chaotic environment. The Stress Response and Health Deterioration As someone who has managed complex governmental operations involving thousands of personnel, I recognized immediately that this staffing decision was not merely inadequate, it was deliberately negligent. The stress of witnessing such organizational incompetence, combined with my own mounting physical needs and the pushing crowds of equally desperate passengers, caused my anxiety levels to spike dangerously. For an asthma sufferer, stress-induced episodes can be life-threatening, yet Finnair had created conditions virtually guaranteed to produce such responses in vulnerable passengers. Generic Solutions for Individual Problems The overwhelmed Finnair representative could only offer the following generic announcements rather than individualized assistance: β’ Food Arrangements: The boarding passes had been loaded with β¬17 for meals at a designated airport restaurant; passengers may go look for it. β’ Accommodation: Passengers must book their own hotels via a link Finnair would provide on their emails. For passengers who are not tech-savvy, no assistance was extended. β’ Transportation to hotels from airport: Finnair would provide no transportation assistance β’ Visa Issues: Those with expiring Schengen visas should walk to Border Control counter for extensions. β’ Rebooking: Alternative flights would appear in our registered email addresses, and passengers should be on email alert constantly. VI. THE FALSE MESSAGING AND SENIOR CITIZEN ABANDONMENT: A Moral Failure The Refused Request for Assistance Recognizing that several passengers, including myself, were senior citizens with mobility limitations, I approached the lone Finnair representative with a reasonable request: could the airline assign personnel to physically guide vulnerable passengers to the various locations we were being directed to find? This was not a request for special treatment, but for basic humanitarian assistance to passengers who had paid substantial sums for Finnair flights and were now being abandoned in a foreign airport. The Finnair representative categorically refused this request. No consideration was given to the fact that senior citizens with medical conditions might struggle to navigate an unfamiliar airport, locate specific restaurants, find hotel booking terminals, or manage Border Control procedures while carrying medical equipment and luggage. This refusal represents a fundamental failure of duty of care and a callous disregard for passenger welfare. The Border Control Deception: False Promises and Physical Distress Acting on Finnair's assurance that Border Control could extend my expiring Schengen visa, I undertook the long and arduous walk through Helsinki airport to reach the immigration counter. For someone with severe asthma and mobility limitations, this journey represented a significant physical challenge that left me completely breathless with sharp chest pains radiating through my upper body. Each step was a struggle as my airways constricted under the stress and physical exertion, forcing me to stop periodically to use my emergency inhalers. Upon reaching Border Control, I joined a lengthy queue that stretched for approximately thirty minutes of standing time, another ordeal for someone whose medical conditions make prolonged standing extremely difficult. The combination of oxygen deprivation from my labored breathing, chest pain from the triggered asthma attacks, and physical exhaustion from the walk created a dangerous medical situation that required immediate rest. When I finally reached the counter and explained my situation, requesting a one-to-two-day visa extension so that I could leave the airport to rest at a hotel while awaiting alternative flight arrangements, I received shocking news. The immigration officer informed me that no such provision existed in their regulations. There was no mechanism for extending expired Schengen visas for stranded passengers, and no such facility had ever been available. More devastatingly, when I explained that Finnair had specifically directed passengers with expiring visas to seek these extensions, the officer confirmed that absolutely no discussion or arrangement had taken place between Finnair and Border Control regarding any special provisions for the stranded passengers. Finnair had simply fabricated this solution, sending vulnerable passengers on a physically demanding and ultimately futile journey through the airport. This revelation that Finnair had deliberately lied to passengers about available options represented a new low in corporate dishonesty. The realization that I had subjected myself to a dangerous asthma levels and severe physical distress based on completely false information provided by Finnair staff elevated my stress levels to unprecedented heights. The combination of physical pain from the wasted journey, medical distress from the asthma episode, and psychological trauma from discovering the deception created a perfect storm of suffering that pushed my anxiety to dangerous levels. VII. THE FOOD AND LOUNGE SERVICE FAILURE The Restaurant Debacle By this time, I had not eaten for nearly fourteen hours. Following Finnair's directions, I proceeded to the designated restaurant, where I encountered yet another manifestation of the airline's poor planning. A long queue of hungry passengers had formed, and the service moved at an agonizingly slow pace. Before half the passengers could be served, the restaurant announced that food supplies were exhausted. Returning to the Finnair representative to report this failure, it took me about half an hour to reach the counter where she was sitting, as there were long queues everywhere. This time, I was redirected to the Finnair lounge. This simple thing could have been done much earlier and saved me about three hours of running around at the airport, desperate to either eat or get a piece of information. It was now approaching 1:00 AM, nineteen hours since my last proper meal, when I finally managed to obtain some sustenance in the overcrowded lounge facility. Lounge Overcrowding and Substandard Facilities The Finnair lounge, clearly designed for a much smaller capacity, was overwhelmed with displaced passengers. With more than 100-150 people crammed into inadequate space, finding even a chair became a competitive exercise. For senior citizens requiring regular rest, the situation was particularly challenging. The sanitary facilities were equally inadequate and poorly maintained. Six toilets served approximately 100 female passengers, and their hygiene conditions to begin with were not adequate and they quickly deteriorated to an unacceptable standard. For someone with medical conditions requiring regular medication and personal care, these conditions created additional health risks and dignity concerns. VIII. THE VISA TRAP: Incompetent Rebooking The 4:00 AM Discovery At 1:00 AM, I received an email from Finnair announcing my rebooking on a morning flight departing Helsinki at 8:00 AM, routing through Amsterdam to Delhi. Exhausted but hopeful, I attempted to rest in a lounge chair, knowing that my ordeal might finally be ending. However, years of experience in government service had taught me to verify details that seemed too good to be true. At 4:00 AM, acting on intuition born from witnessing Finnair's systematic incompetence, I visited the Transit Service counter to confirm that my baggage would be transferred to the new routing. The revelation was devastating. The Finnair personnel on the Transit Service counter asked for my passport and scrutinized my visa. She categorically informed me that my Schengen visa, though valid till 10th August, allowed single entry for 16 days. She said that since the 16 days had expired on July 26th, making transit through Amsterdam impossible. This meant that Finnair had automatically rebooked me on a route I could not legally take, despite having access to my visa information in their systems. Why could the airline not take care of such detailing for a senior citizen like me? The Question of Due Diligence This error raises fundamental questions about Finnair's competence and care standards. Should a disrupted international airline not verify basic visa validity before rebooking passengers on routes requiring specific transit permissions? What would have happened if I had not discovered this error independently and had appeared at the departure gate at 8:00 AM? Would I have been denied boarding, stranded for additional days, or potentially detained by immigration authorities? The fact that Finnair sent me a confirmation email for an impossible routing demonstrates either systematic failure in their rebooking procedures or a reckless disregard for passenger welfare. IX. THE DESPERATE SCRAMBLE: Alternative Arrangements The Grovel at Transit Services Returning to the Transit Service counter, I had to practically grovel for alternative arrangements. I was categorically told that no seats were available on any flights to Delhi. I was forced to be re-routed through Bangkok that would not deliver me to India until the early morning of July 29th. The Inequality Revelation Adding insult to injury, I later discovered that other passengers who approached the Transit Service counter after me re-routing through Bangkok, had somehow secured seats on direct Finnair flights to Delhi, arriving on July 28th morning. These passengers had been told the same flights were "available" that I had been told were "full." Whether this represented incompetence or some form of preferential treatment remains unclear, but the differential outcomes for passengers in identical situations is deeply troubling. For a senior citizen with mobility limitations and mounting health issues, learning that better options had been available to others was particularly tormenting. X. THE ENDLESS WAIT: Physical Deterioration Ten Hours in a Chair My rescheduled Bangkok flight departed at 2:00 PM on July 27th, meaning I faced an additional ten hours sitting in lounge chairs with no opportunity for proper rest. For someone with severe asthma and existing mobility limitations, this extended period of upright sitting in an uncomfortable chair caused severe back pain that persists to this day. I had spent a total of 26 hours without rest by the time I boarded the Bangkok flight. The lounge's inadequate facilities meant that finding a quiet corner for rest was impossible and entirely unsuitable for someone requiring restful conditions to manage respiratory conditions. XI. THE BANGKOK EXTENDED LAYOVER: Physical Collapse and Mental Breakdown The flight to Bangkok lasted eleven and a half hours, arriving at 5:00 AM on July 28th. As I disembarked, the prospect of a sixteen-hour layover filled me with dread. My physical condition had deteriorated significantly during the journey, and I knew that my body could not endure another extended period in airport seating. Hoping to find proper rest facilities, I completed immigration procedures and ventured outside Bangkok airport with the intention of booking a nearby hotel room where I could lie down properly and manage my medical conditions in a suitable environment. However, the short walk from the immigration area to the airport exit proved beyond my physical capabilities. My asthma, exacerbated by stress, exhaustion, and the humid Bangkok climate, flared to dangerous levels. Each step became a struggle as my airways constricted, forcing me to stop repeatedly to use my emergency inhalers. Recognizing that I lacked the physical strength to reach a hotel, navigate check-in procedures, and return to the airport in time for my connection, I was forced to make the humiliating retreat back through immigration to spend the entire sixteen hours within the airport terminal. This moment of physical defeat, being unable to walk the short distance required to reach basic comfort, represented a new low in an already traumatic experience. The Bangkok airport's seating consisted primarily of hard metal chairs designed for brief waiting periods, not for senior citizens requiring extended rest due to airline negligence. Unable to lie down or find any position that alleviated my severe back pain, I spent sixteen hours in a state of constant physical discomfort. Every attempt to rest was thwarted by the unforgiving metal surfaces and the inability to extend my legs or support my spine properly. This extended period of physical torment triggered a level of mental distress I had never experienced in my entire life. The combination of unrelenting pain, complete exhaustion, mounting anxiety about my deteriorating health, and the helplessness of being stranded alone in a foreign country created a psychological crisis. The trauma manifested as severe anxiety attacks, uncontrollable restlessness, and a profound sense of abandonment that no amount of professional experience or personal resilience could overcome. For someone who had spent decades managing complex governmental crises and maintaining composure under the most challenging circumstances, this breakdown represented the complete failure of Finnair's duty of care toward a vulnerable passenger. The airline's systematic negligence had reduced a distinguished civil servant to a state of physical collapse and mental anguish in a foreign airport. XII. THE FINAL INSULT: Class Downgrade Despite having paid for Premium Economy service throughout my journey, the Bangkok to Delhi flight saw me downgraded to Economy class. For a passenger already suffering from severe back pain and respiratory issues, the cramped conditions of Economy class on a long-haul flight created additional medical risks and discomfort. This downgrade, implemented without consultation or compensation, represents theft of services for which I had paid premium prices. XIII. THE TOTAL IMPACT: 55 Hours of Systematic Failure What should have been a direct evening flight from Helsinki to Delhi on July 26th became a 55-hour odyssey of systematic failures, medical risks, and dignity violations that finally deposited me in India on the early morning of July 29th. This delay occurred not due to weather, air traffic control, or other factors beyond Finnair's control, but due to a cascade of poor planning, inadequate staffing, discriminatory policies, and fundamental failures in passenger care. XIIV. LEGAL BASIS FOR COMPENSATION EU Regulation 261/2004 Under EU261, passengers experiencing delays of over four hours on flights exceeding 3,500 kilometers are entitled to β¬600 compensation. My 55-hour delay clearly exceeds this threshold, and the technical computer failure does not exempt Finnair from this obligation. Montreal Convention The Montreal Convention governs international air transport and establishes airline liability for passenger treatment during disruptions. Finnair's failures represent clear violations of their duty of care obligations. Duty of Care to Vulnerable Passengers International aviation law recognizes enhanced obligations toward passengers with medical conditions and mobility limitations. Finnair's categorical refusal to provide assistance to senior citizens represents a fundamental breach of these obligations. XV. COMPENSATION DEMANDED A. Statutory EU261 Compensation: β¬600 B. Direct Financial Losses: β’ Premium Economy to Economy class downgrade refund: XVI. A CORPORATE RECKONING REQUIRED This 55-hour ordeal represents far more than a simple flight delay. It exposes systematic failures in Finnair's approach to passenger care, crisis management, and basic human dignity. The cascade of errors, from discriminatory food policies to deliberate understaffing, from visa oversights to facility failures, demonstrates a corporate culture that views passengers as inconveniences rather than valued customers deserving of care and respect. As someone who spent decades ensuring that government services met the highest standards of public accountability, I am appalled by Finnair's performance. No corporation should be permitted to trap passengers in aircraft for over four hours without adequate provisions, abandon them with single-person staffing during crises, refuse assistance to vulnerable travelers, or implement policies that discriminate based on ticket class. Anita Karwal, Indian Administrative Service Officer (Retired) Former Secretary, Ministry of Education, Government of India anitakarwaloffice@gmail.com +91-9978406110- Helsinki-Delhi
- Economy
- Successful claim
Amer A
Verified | Aug 13, 2025Economy
Unprovoked Harassment &nTargeted Humiliation by Finnair Crew
I am writing to formally lodge a complaint regarding the conduct of one of your crew members, Ilmari, on flight AY1343 from Helsinki to Heathrow, seat 4C, on 06/Aug/2025. While boarding was still underway and the aircraft remained connected to the jetty, I was subjected to an appalling series of unprovoked, public humiliations by this individual. His behaviour was patronising, aggressive, and shockingly unprofessionalβutterly unbecoming of any airline crew, let alone on a Finnair business class service. Without any warning, he approached me with a loud, condescending tone, reprimanding me as if I were a misbehaving child, simply for having my laptop open. His manner was so offensive that passengers around me fell into sudden silence. When I calmly pointed out that laptops are typically stowed only after the safety briefing, his tone escalated further. He barked that it was βforbidden even while connected to the jettyβ and stormed away. Within minutes, he returned, tapped me on the shoulder, and, in an even more hostile manner, ordered that I place my laptop inside my bagβsomething completely unnecessary at that stage of boarding. Despite my deliberate choice to remain composed, silent, and compliant, he continued to escalate, seizing every opportunity to provoke, including an unnecessary comment to βput your seat belt upβ while I was stowing the bag, and later, delivering a disgusted glare as he passed down the aisle. Throughout the flight, I was singled out as the only passenger in the business cabin to receive this degrading treatment. The incident was not about any safety ruleβhis demands were made at a time and in a manner outside normal airline practice. The issue is his targeted, repeated harassment and the blatantly discriminatory undertone of his actions. As a 61-year-old executive with over 34 years of international business travel, I have never experienced such contemptuous treatment. If this is reflective of Finnairβs training culture, the public deserves to be warned. If this was an instance of racially motivated hostility, as it appeared to be, then Finnair has a duty to acknowledge it and take corrective action. Let me be clear: β’ This complaint is not about the stowing of the laptop; it is about the unprovoked harassment, public humiliation, and hostile targeting I endured. β’ I expect a transparent investigation into this matter, a formal written apology, and a clear explanation of how Finnair will prevent such incidents in the future. Given the severity of this incident, I will also be sharing this experience publicly to warn others about the risk of travelling with Finnair, unless your response demonstrates both accountability and corrective action. For my part, I will never again fly Finnair, nor recommend your airline, unless meaningful measures are taken. I await your urgent response.- Economy
- Desired solution
Other
Katie W
Verified | Aug 9, 2025Economy
Finnair β Failure to Provide Confirmed Medical Meal, 11-Hour
I am filing a formal complaint against Finnair for failing to provide the medically-necessary vegan meals I confirmed months in advance, leaving me without food for an 11-hour international flight. I have a chronic gastrointestinal condition (gastroparesis) that requires a strict vegan diet for both medical and ethical reasons. In June 2025, I called Finnairβs customer service directly to request vegan meals for my Los Angeles to Helsinki flight (AY2, 07 August 2025, Booking Ref: CBSBUK) because their website and app were non-functional. The agent confirmed my request and assured me it would be provided. On the day of travel, the app still malfunctioned β I was unable to verify my meal request or even check in online 23 hours before departure. Once on board, I was told there was no record of my request. The crew first attempted to serve me a chicken and cheese entrΓ©e, then offered only a cheese-topped salad, and finally suggested I could purchase a vegan lasagna for a charge β despite my fare including two meals. I received no dinner, no breakfast, and no alternative snacks or provisions for the entire flight. The flight attendantβs demeanor was dismissive and lacking in empathy, treating my request as unusual or unreasonable. As a result, I experienced physical pain, gastrointestinal distress, and reduced ability to enjoy the start of my trip β all of which were entirely preventable. This was not a minor inconvenience. It was a breach of contract, a failure to deliver a confirmed service included in my fare, and a disregard for my declared medical needs. Finnairβs handling violated the principles of Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility, as well as EU consumer protections. I am seeking monetary compensation for the failure to deliver the contracted service and the physical harm caused, in line with EU passenger rights.
- Economy
- Desired solution
Kristofer L
Verified | Aug 7, 2025Malaga-Trondheim
Economy
Successful claim
Technical problems
1h delay from Malaga,Spain due to staff damaging cargo door on plane. This got us missing our connecting flight in Helsinki,, Finland. As a result Finnair booked us on a later flight via Stockholm. We had to wait 11 hours in Helsinki and 2 hours in Stockholm. In total we got 12-13 hours delayed to our destination.- Malaga-Trondheim
- Economy
- Successful claim
Eleanor W
Verified | Aug 5, 2025Economy
Lost Baggage
I travelled on a direct flight from Edinburgh to Helsinki on FinnairAY132. On arrival at Helsinki my luggage was missing. I filed a report at the appropriate department. I was attending an International event representing my country. Finnair baggage staff messed me around for 8 days. I was passed from pillar to post, told one thing then another. Told to purchase items I needed and claim back. I was also told I was entitled to 50 euros per day. I needed essential items for my comfort. A lovely Finnish man took me to a discount store where I purchased a number of items costing roughly 130 Euros. A friend who was travelling to the event the next day bought me socks and 2 t shirts. I compensated her the amount around . The total would be around 200 Euros. I took a photo of all the items and kept receipts. I did ask for a further amount because of the distress caused to me by the dreadful treatment I received from Finnair baggage people and customer care dept. My case had certain medication I needed. I made over 25 phone calls to the baggage department and was told various excuses including that my bag was in Edinburgh. My daughter at home contacted Edinburgh airport staff who stated my case was not in Edinburgh. Finnair baggage people then told me my case was found. This was on12 August 4 days after I arrived. It took Finnair another 4 days to return my luggage but not before 3 friends who spoke Finnish had called to complain on my behalf. The culmination was my luggage did not arrive in time for the celebration closing event in Helsinki. In fact the courier who was to deliver my case took it to the wrong hotel and phoned me to say he would NOT bring in to the correct Hotel as it was too far. This was late on Friday evening . I then had no idea who had my luggage or where it was. On Saturday morning when a Finnish lady at the event phoned the courier company and found out the courier driver had taken my case to his home. After she spoke firmly to him, he delivered my case to my next Hotel. I was at an international event for a full 8 days without my case. I was told on several occasions by baggage staff that it was on a flight to Helsinki but when I asked if I could collect it was told it wasn't on the stated flight. Despite it arriving into Helsinki in the afternoon of Friday it was not given to a courier until late evening and I did not receive it until I made my way to my next hotel on the Saturday 17th August. Finnair offered a gift card I refused. They offered 183euros I refused. They closed my complaint without notifying me. I pursued ti through the CAA. They have now told me Finnair are refusing to compensate me anything and the reason being I CAN USE THE ITEMS AFTER MY FLIGHT. I tried to contact them and they refuse to deal with me as they say the consumer authority is dealing with it. I have contacted Finnair via a chat line AND the staff have been helpful but I am still not compensated almost a year later.
- Economy
- Loss: β¬202
- Desired solution
Saurabh D
Verified | Jul 28, 2025Helsinki-Delhi
Economy
Successful claim
Technical problems
On 26th July 2025, our family of four, including two young children aged 4 and 7, experienced a severely disruptive flight cancellation on Finnair flight AY121 from Helsinki to Delhi. After boarding the aircraft, we were informed by the captain that a critical computer malfunction rendered the plane inoperable, necessitating a replacement. We were kept on board for an agonizing 4-5 hours while repair attempts were made, only for the flight to be officially cancelled around midnight, forcing us to deboard. Challenges Faced: This cancellation presented immense challenges, particularly with young children: 1. Prolonged Waiting & Overnight Stranding: Being confined to the aircraft for hours, followed by deboarding at midnight, left us stranded without immediate alternative arrangements, causing significant stress and discomfort. Airline did give us an overnight Hotel but that was not useful as all of this happened in the night and we could not sleep in any case as we were waiting for airlines email informing us on our alternative flight. The alternative flight provided to us was at 8AM next morning which meant we had to leave our Hotel at 5am. we only checked in at 2am. Thus, we (and importantly our children) got no sleep. 2. Severe Travel Delay: The airline's proposed re-routing for the next morning at 8 AM via Amsterdam not only drastically increased our overall flying time by 8-10 hours but also resulted in us losing a full day of our planned itinerary. We finally reached Delhi on Monday morning at 2 AM, instead of the original scheduled arrival on Sunday morning. 3. Exhaustion for Family: The lack of sleep for two consecutive nights due to the disruption and extended travel was particularly taxing, especially for our young children. 4.I and my wife also ended up missing our work days as we were only able to reach Bangalore, India by Monday afternoon instead of orginally on Sunday. This was a leave that we had not perviously taken from our employers. Additional Expenses Incurred: The unforeseen cancellation and subsequent re-routing also led to direct financial losses: 1. Lost Onward Flight Booking: We lost the entire value of our pre-booked domestic flight from Delhi to Bengaluru (our final destination). 2. Cost of New Onward Flight: We were forced to immediately re-book a new flight from Delhi to Bengaluru, incurring an additional expense of approximately β¬300. 3. Increased Airport Expenses: The extended layover and delays meant we had to bear an additional day's worth of expenses at various airports, including meals and other necessities.- Helsinki-Delhi
- Economy
- Successful claim
Jason F
Verified | Jul 16, 2025Helsinki-Edinburgh
Economy
Successful claim
No reason given
Flight was cancelled last minute. Flight replacement didn't get me home in time for meetings I had that evening. Lost deposit on an event that was booked.- Helsinki-Edinburgh
- Economy
- Successful claim
Kevin P
Verified | Jul 10, 2025Rome-Helsinki
Economy
Strike
The strike in question is somewhat unusual to classify as a political strike, since it isn't really a political strike if it targets only Finnair's shareholder, which happens to be the state in this case. My wife and I had arranged childcare for both of our children, so arriving over 7 hours late disrupted our childcare arrangements and also affected the plans of those who were looking after our kids. The notification came less than 24 hours before departure, even though news reports later revealed that there had been information about a possible strike already 4β5 days in advance.- Rome-Helsinki
- Economy
Carlo D
Verified | Jul 9, 2025Manchester-Helsinki
Economy
Successful claim
Technical problems
We arrived in Helsinki 20Hrs late. We missed our party. It was my sonβs birthday on the day that we were flying & his birthday was ruined.- Manchester-Helsinki
- Economy
- Successful claim
Andrea D
Verified | Jul 8, 2025Manchester-Helsinki
Economy
Successful claim
Technical problems
Our flight was cancelled just before take off. We were offered a flight the next morning from Manchester-Schipol Amsterdam, Amsterdam-Tallin, Tallin-Helsinki. We arrived one whole day later. Missed our friends party & we were only going for 3 days. Customer service from Finnair is absolutely appalling! We paid for our hotel & lost one night too.- Manchester-Helsinki
- Economy
- Successful claim
Natalia V
Verified | Jun 25, 2025Helsinki-Madrid
Economy
Successful claim
Technical problems
Dear Finnair Customer Relations, We are writing as affected passengers, Natalia Villaluenga LΓ³pez and VΓctor SanchΓs Maldonado, to formally file a claim regarding the serious travel disruptions experienced on our Finnair reservation dated 12 June 2025, from Helsinki (HEL) to Madrid (MAD). We were originally booked on flight AY1661, scheduled to depart at 16:40 h and arrive at 20:05 h, with emergency exit row seats for which we paid β¬100 in total. This flight was cancelled on the same day at 12:33 h, with no extraordinary circumstances cited, in breach of our right to information under Article 14 of EC Regulation No. 261/2004. At 13:56 h, we were rebooked on the following flights: Flight AY1405 (Finnair): HelsinkiβMunich, scheduled for 16:15 h, delayed to 16:45 h, landed at 18:17 h. Flight IB1314 (Iberia): MunichβMadrid, scheduled for 19:45 h, denied boarding due to overbooking. We were ultimately rebooked on flight IB1316 on 13 June 2025, departing Munich at 7:30 h, further delayed to 8:04 h, and landing in Madrid at 10:35 h. Claims pursuant to EC Regulation No. 261/2004 and relevant CJEU case law: Compensation for cancellation of flight AY1661 (Articles 5 & 7): β¬400 per passenger (total: β¬800) for an intra-EU flight over 1,500 km cancelled with less than 14 daysβ notice. Additional compensation for final arrival delay (Articles 6 and Sturgeon C-402/07 ruling): More than 14 hoursβ total delay triggers the same compensation rights. Reimbursement of incurred expenses (Article 9): Expenses in Munich (accommodation, local transport, meals), due to the airline's failure to deliver the agreed service. Receipts attached. Refund of emergency exit seat charges (β¬100): Paid but not provided on AY1405 or subsequent Iberia flights. We kindly request that this claim be resolved in accordance with EU regulations. Failing to receive a satisfactory reply within 10 calendar days, we will escalate this matter to the Spanish Aviation Safety and Security Agency (AESA) and, if necessary, pursue legal action. Sincerely, Natalia Villaluenga LΓ³pez- Helsinki-Madrid
- Economy
- Successful claim
Simone A
Verified | Jun 21, 2025Tokyo-Schonefeld
Economy
Successful claim
Strike
I arrived in Berlin with more than 6 hours delay (the last flight was delayed) at around 15:30 local time on the 19/06/2025. The airline informed me the cancellation and rebooking on a different flight was caused by a strike. Notice on their website they mentioned their own ground staff was taking part to the strike as well. From their website """ Q: Is Finnair staff part of the industrial action? A: Yes, the majority of Finnairβs ground staff, as well as outsourced ground handling providers, are members of the IAU trade union and are therefore participating in the work stoppage as well. """- Tokyo-Schonefeld
- Economy
- Successful claim
Maksim R
Verified | Jun 20, 2025Gothenborg-Tallinn-ulemiste International
Economy
Successful claim
Strike
The flight was cancelled and they put a new flight. Arrived 3 hours later. My girlfriend had school graduation for magister degree and she was counting on that i will be there, but because of this flight distruption i didnt make it there. Im so pissed off. You cant put that event loss in money .- Gothenborg-Tallinn-ulemiste International
- Economy
- Successful claim
Arthur D
Verified | Jun 20, 2025Economy
Complaint Regarding Hotline Charges β Request for Reimbursem
Subject: Urgent Complaint Regarding Hotline Charges β Request for Reimbursement Dear Finnair Customer Service, I am writing to formally raise a complaint regarding an excessive charge incurred when contacting your hotline. On May 31st, 2024, I called your customer service from my Swiss phone number, following your announcement of a strike scheduled for June 4th, the date of my flight. I needed urgent clarification regarding my travel options. Unfortunately, I had to wait approximately 50 minutes before being connected. Once connected, the conversation lasted only around 3 minutes. To my surprise, I have now been billed 139 EUR by my Swiss mobile operator. According to them, the entire amount has been paid to Finnair, as you were the receiving party of this premium call. This amount is absolutely unacceptable for a short 3-minute exchange. I understand there may be a charge per minute for such calls, but I strongly contest being billed for the waiting time, especially since contacting your hotline was the only way to get the necessary information about the strike β which was not caused by me but by Finnair. Furthermore, my operator indicates a rate of EUR 2.50 per minute, which means the total amount charged corresponds to nearly 55 minutes of call time β clearly including the entire hold period, which I find abusive and unjustified. I therefore ask that you: Investigate this billing issue immediately, Reimburse the amount of 139 EUR, or at least the portion related to the waiting time, Confirm that such practices (charging for hold time) are not in line with your customer service policies. Please understand that I cannot accept to bear this cost for a situation created by your operational issues. I await your prompt response and resolution.- Economy
- Desired solution
Refund
Expenses reimbursement
Sarah B
Verified | Jun 20, 2025Hamburg-Tartu
Economy
No reason given
I do not believe this response, there were no general disruptions and the flight was already significantly delayed- Hamburg-Tartu
- Economy
These complaints are the subjective opinion of AirAdvisor members and not of AirAdvisor International Inc. We will try to monitor complaints for compliance (as feasible).
If you were one of the 5.5 million passengers Finnair carried in the first half of this year, you probably had a pleasant experience. Or, maybe you weren’t impressed with the service. Is this you? For some passengers, complaining to the airline feels uncomfortable, but rest assured, they receive so much feedback that it’s just part of their operations.
If you were unhappy with any part of your Finnair flight, you should communicate your concerns, and we’re going to show you how and where to do this. Plus, you’ll get some insights on how to get compensation for your trouble.
Disrupted flight? You might have a right to compensation - up to €600Check Your Flight
Typical Finnair Passenger Complaints
As a Finnair passenger, you can officially complain about any issue that bothered you. It’s worth noting, though, that some issues are more likely to result in some kind of compensation, including:
- Lost and damaged baggage: If you have luggage mishandling complaints, you could get as much as €1,599 in reimbursement.
- Finnair flights compensation: Depending on the length of the delay and distance of your flight, you could receive between €250-€600.
- Denied boarding: If your Finnair flight has been oversold, and you’re prevented from boarding as a result, you could also get compensation similar to the amounts for delays and cancellations.
Finnair Contact Info: UK, United States, Canada
As with most airlines, Finnair offers a few ways for passengers to reach out. Depending on your circumstances, one method might be more useful than another. For example, if you’re seeking compensation, it’s best to use their dedicated web form. If you need help with rebooking, you can sometimes get faster results via social media or on the carrier’s app.
Finnair Chat
The carrier has a chatbot named Sisu. It can help you with a variety of different issues and is available 24/7.
Finnair Email Address
The airline doesn’t provide a public customer service email.
Finnair Phone Numbers
Country | Phone Number | Additional information |
United Kingdom | 0330 8081188 | Mon–Fri 8 a.m.–8 p.m., Sat–Sun 8 a.m.–6 p.m. Closed on public holidays. |
United States | +1 929 474 6049 New York +1 323 694 7646 Los Angeles | Mon–Fri 8 a.m.–8 p.m., Sat–Sun 8 a.m.–6 p.m. (Eastern Standard Time) |
Canada | +1 647 946 9431 | Mon–Fri 8 a.m.–8 p.m.; Sat–Sun and public holidays 8 a.m.–6 p.m. The service is in English or French. |
Finnair Mailing Address
Finnair Plc, P.O. Box 15, 01053 FINNAIR, FINLAND
Contacting Finnair Customer Service on Social Media
You can always try to get in touch with the airline by messaging their social media accounts. Some customers report faster response times this way, but understand that this contact method probably isn’t as reliable as others. For compensation and other, more formal complaints, it’s best to use the web form.
You can find Finnair on the following platforms:
- Twitter / X
- TikTok
Finnair Complaints Form
Finnair asks passengers to file the request for compensation within (2) months of your delayed or cancelled flight. Finnair has a dedicated feedback form for various questions and concerns including:
- Baggage tracing
- Reporting mishandled luggage
- Delayed baggage
- General feedback
- Compensation claims
When you select Feedback and Compensation, you’ll be taken to another window where you can choose from several options seen in the image below.
Getting the Results You Want
Before you contact Finnair, ask yourself what you hope to gain through your complaint. You might simply want to let them know how to improve, but in other cases, you might only be satisfied with some form of compensation.
With this in mind, remember to tell the airline the details of what happened and what you want to fix the issue. Clarity is key here. As such, be sure to include flight numbers, booking details, photos, receipts and other information so your flight can be located.
Finally, include accurate contact information. You might want to send 2 or 3 ways for the airline to reach you. Bottom line, the more information you provide, the better the outcome will be.
How to Complain to Finnair
In case you’re experiencing challenges with your complaint processing due to the following reasons:
- You don’t know how to start complaining correctly
- Your complaint got stuck, and there’s no any feedback from Finnair
- Your complaint’s compensation got refused
- You need expert advice on whether your case is entitled for compensation
here are 4 simple steps to go forward:
- Visit the AirAdvisor homepage
- Enter a few basic flight details and click Check Compensation
- Give us a few more specifics about your trip
- We’ll do the initial review and contact you if more info is needed
Let AirAdvisor take care of your complaint
We have a 98% win rate, and we’ve been defending passengers’ rights since 2017. Get started today and get the compensation you’re owed!Check Your Flight
Author:
Joanna TeljeurJob/Position: Senior Editor & Content Lead
Joanna Teljeur is a senior editor and writer with 15+ years of experience in editorial leadership, journalism, and content development, specialising in consumer rights, aviation law, and public-interest reporting. Her work focuses on transforming complex regulatory and legal topics into clear, accurate, and accessible content for international audiences.
Finnair customer support contact details
Website:
www.finnair.com
Phone
0~0 358 9 8180800
+358 300 871 160
Mailing Address
Finnair Plc, P.O. Box 15, 01053 FINNAIR, FINLAND
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