Finnair Reviews 

I’d like to share a very unpleasant experience I had last Friday at Helsinki Airport. I was traveling from Madrid to Riga with Finnair. My first flight was slightly delayed, and I arrived in Helsinki around 15:40. I immediately went to Gate 18, as indicated, to catch my connecting flight to Riga — Flight AY1075 at 16:20.

To my surprise, an attendant there told me the flight had already departed 30 minutes earlier. She was quite unfriendly and not helpful at all. I felt extremely stressed and started to panic, trying to figure out what to do. I couldn’t find anyone who could assist me properly. I was running around the airport, searching for a help desk, and it took over 20 minutes until someone finally approached me and suggested I go to the Transfer Service desk — which was completely hidden and very poorly signposted. You should really consider adding more clear signs!

When I finally got there, they told me my flight hadn’t left yet — it was actually boarding at Gate 10! I ran there, sweating and on the verge of tears. Thankfully, I managed to catch the flight, but the entire experience was chaotic and incredibly stressful.

I hope you can review this situation and improve the communication and signage at the airport to prevent this from happening to other passengers in the future.

Finnair was once again on strike (just like last month) and we needed to move the flight of my mother one day earlier. It took 6h but eventually it was all done. She had to move over Heahtrow unfortunately and turn a short direct flight into a 14h torture. None of the information given by Finnair was true. They said she'll get both boarding passes in Duesseldorf, but she didn't. They said the change in Heathrow will be within the same terminal, but it wasn't. They said she does not have to go through immigration in England (and then of course Finland again), but she had to. A stressful nightmare full of false information. Just running and running from place to place to make it in the short layover time. Worst Airline I have ever had the displeasure of dealing with. Budget airlines like AirAsia or RyanAir have a better service and price-service-relation. Unbelievable from a flagship airline carrying their country's name. It is a disgrace to the wonderful country of Finland. This was the last time we ever use FinnAir, we will rather wait for 7h layover in Riga than to deal with this again.

This review is difficult to write becuase as an actual airline - they are really good. They clean, SAFE and efficient. They are reasonably good value. (I am an airline pilot with 27 years in the industry and I feel pretty qualified to say that.) I would give them 5 stars no problem based on the above. HOWEVER - their customer support is useless and their frequent flyer points are a total CON! It was the same before they were with AVIOS and it's the same now. You book as a family - and literally every time your points (now Avios) just disappear. You get into a huge circular discussion on where they are and get nowhere. The irony is - we want our points to book another family trip to Japan to see relatives - with Finnair! Come on Finnair - it's not difficult. Every other airline manages it's frequent flyer system seemlessly and well. I am starting to suspect it's maybe a deliberate policy with Finnair to make it hard - so nobody claims them! A further note - on a recent flight with Finnair (where I did actually get to use my points) I travelled on a different locator number to my family becuase I paid cash for them and points for me. The flight was overbooked - 3 or 4 times they tried off-loading me whilst keeping my family on. We all needed to travel together as our son is autistic. When ever I explained this - each time I was met with a different story from Customer Services. One person said they fixed the problem by linking our booking - they didn't. I was offloaded again about 30 minutes later. Another said (despite the flight being overbooked by 60 people!) effectively said I couldn't travel and that my family and I would have to travel seperately or there'd be a rebooking fee them!! Then the texts started arriving with various offers to change our travel plans anyway. As a side note - I was offered 33000 avios or £400 cash to change. When we did eventually get on the flight - (the seating plan was a disaster- we PAID for those seats by the way) the guy sitting next me was delayed 24 hours for the same reason and only offerred 17 euros compensation- I saw his text! I showed him mine and he was very angry to say the least!!! Just to point out - passengers do talk to each other Finnair - this reflects very very badly on you!! All of the above was left to sort with the checkin staff at Manchester Airport - who are contracted to a third party by Finnair - and they received terrible abuse from many passengers. It wasn't fair on them. As far as I could tell - they were doing their best and didn't an excellent job of cleaning up Finnairs mess!

Refunds take months. Poor customer support. You wait for hours on the chat or phone.

This was a deeply frustrating experience. The customer support is practically non-existent — just an automated system that runs in circles without ever offering real help. You’re stuck talking to a bot that spits out generic, scripted replies and refuses to escalate your issue to an actual human.

It’s unbelievable that in 2025, a company of this size can offer such outdated and ineffective support. Instead of resolving anything, it just wastes your time and tests your patience. If they ever decide to take customer care seriously and provide real assistance, maybe I’ll think about updating this review. Until then, this is a one-star situation, no question.

Jan 02, 2025. On my way from Stockholm to Delhi I had to change planes in Helsinki. On arrival in Helsinki, the flight was cancelled and we were put into a Hotel, so far no big deal as flight cancelled happens occasionally due to weather or other safety reasons. The next day, I went to the check-in counter and asked if my luggage was still checked-in for Delhi as per original. I did not collect my luggage when the flight was cancelled, nor was I asked to.

While arriving in Delhi, I could not find my luggage. There were at least 10 other people with the same issue. Finnair had lost / delayed our luggage. Lost / delayed luggage document was filed at the airport and updated the information online including detailed information of the bag and what's included in it.

Today Jan 16, almost two weeks later and still counting , I have still not yet received my luggage. After multiple emails to Finnair baggage.recovery_finnair.com, delap_finnair.com, baggage.tracing_finnair.com I have received two replies, first saying how sorry they were and second they claimed that the luggage was latest seen/scanned in Helsinki. I also check with Finnair office in Delhi and they confirmed that the luggage has not been scanned on arrival so it has not arrived in Delhi airport. How hard can it be!? How many places can a bag go missing? Trace where it was last scanned and where it was supposed to be scanned before loading. Somewhere it between it got lost ! How hard can it be. I'm so frustrated and sad at the same time since some of the content in the luggage was Christmas gift from my wife.

Dare I say I will never fly with Finnair again unless they can find my bag within the next coming days..

As of today I would not recommend to stop over in Helsinki on your way to Delhi or Thailand, you will risk loosing your luggage and may never get it back ! Choose another airline if you can help it !

Really disappointed that I cannot change my flight despite being happy to pay a fee to do this. Every other airline I have ever used allows this. FinnAir needs to move to the 21st century

Had booked a flight worth 28.500 sek. Unfortunately, an unexpected issue arose and we asked Finnair only three days later if they could make this one exemption and rebook the flight despite not having opted in for the rebook option. They said there is no option even though the flight would have been mid June, so still plenty of time for them to resell the seats.
Absolutely no sign of goodwill. Have been using Finnair for ages, spending beyond 10.000 sek for each flight and that’s what you get in return.
Also sad to see that this company doesn’t even react to negative experiences published on trustpilot.

I've been in contact with their support regarding why some of my bonus points were declined, and the issue has spanned over several months (I'm not sure about the exact timeframe); to the point where I do not think I'm eligible for the points anymore. I don't even know if it's my fault, their fault or someone else's fault because the support has been so unresponsive.

I started by contacting the support through the chat feature. The first time they contacted me from a donotreply email asking me to reply. I replied, but of course there wasn't any response after that. After a while I contacted chat again, they re-sent the same request from a non-donotreply email. I replied again, but never heard from them again. I then contacted them two more times trying to move ahead with my issue, and they've said they'd follow it up on email but I haven't heard from them since.

It seems that Finnair has a lot of issues with their support, especially since I've had the same treatment all the times I've contacted Finnair through their chat system. They seem unreliable when it comes to email communication and it feels like once they switch to email it's just over. Thankfully following up on my declined points isn't a life-or-death situation but I would not want to imagine my experience if it had been a more serious issue.

The WORST airline. Abusive. I bought a ticket to go and back from Chile to Sweden and I miss my plane to go, and they automaticaly canceled my ticket to back. Now I'm in Sweden and I don't have the way to go back home. And if I don't ask about it I never get in knew. Very UNFAIR policies. DON'T WASTE YOUR MONEY WITH THIS AIRLINE.

I ordered tickets back in October and January, 1 month before departure they rescheduled both flights forth and back.
I was left with only the option of accepting new suggested flight (which was not suitable at all and would cause me waiting several hours in the airport) or I could request a refund, though Finnair had other more suitable flights (same dates).
I had to order new tickets and Finnair refused to compensate costs between initial and new flight tickets.
My stay at my final destination was shortened by 12 hours due to Finnairs changing my flight - out of a two day stay over significantly time were lost for us.
I CANNOT recommend travelling with Finnair

We were at the airport over 4 hours before as we had heard that there was long queues our flight but still almost missed our flight. It wasn’t the queues that was the problem it was that they opened bag drop and check out in 2 hours before boarding and then only had a single agent working (I know it’s corona times but we have had a way better experience elsewhere) . We were in line for hours and then had to run through the airport to make our flight. I can’t imagine that many of the people still in line made it. Even if they did the experience was already horrible.
When on the aircraft service levels were just passable. The food however was absolutely horrid and the portions were extremely small. The level of food was almost inedible and the cutlery was plastic. The food service was way worse than any low cost airline such as ryan air or air Asia. The only thing other than the food was water being served which just felt cheap. With the portions being so small you inevitably got hungry and all there was to get was instant noodles.
All in all, would not recommend Finnair to anyone. You pay more than most of the premium carriers and get a product worse than that of low cost carriers.