Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because Finnair has still not addressed my issue, despite more than 21 days having passed since I first reached out. My trip from ****** to ***** was delayed, causing me to miss my original connection. Finnair then rebooked me onto a far more complicated itinerary (including a layover in *********) instead of the straightforward route I had paid for. I refused that option because it was excessively long and exhausting; ultimately, I was placed on a direct HelsinkiSeoul flight the following day.Under ** passenger rights regulations, I believe I am entitled to a full refund for the flight, given that Finnairs actions significantly disrupted my travel. While I did have to pay out of pocket for a hotel in ******** (since no accommodation was offered despite the overnight delay), my primary concern is that Finnair has not provided the refund owed for the flight itself. Even after submitting the required documentation and waiting over three weeks, I have received no update or resolution.I respectfully request that Finnair process a full refund for my disrupted journey and provide an explanation for why my claim has gone unanswered for so long. Thank you for your assistance in resolving this matter.I have been contacted twice apologizing for the delay in action from Finnair, but it is incredibly disrespectful to my time and money to not have a resolution beyond 3-weeks. My flight was on January 5th, 2025. Finnair has all the details in my complaint.

  Business Response

  Date: 02/12/2025

  Dear **** Madam,
   
  Thank you for contacting Finnair.
  
  Finnair has already resolved the matter directly with the Consumer. The Consumer has been paid standard compensation according to ** Regulation 261/2004, and we have offered to reimburse the hotel costs in form of a gift card or Avios.
   
  Thus, Finnair believes that a settlement has been reached in this matter.
   
  Kind regards,
   
  ****** **** ********

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a booking with Finnair booking reference no ******, 4 weeks before they cancelled our first leg of the flight from here to ******* after calling customer service they gave us the option to fly one day early via ****** but stay in ******** at our own cost as 2nd leg of flight was same. At the airport since they were using ***************** didn't had the note that we paid for the baggage so ***************** charged us 2nd time we had to call their customer service no in ******* to resolve it but except just sending email they did nothing to resolve it we ended up paying twice plus costed us $250 for making international calls to *******. So we are requesting refund for calls and baggage charge they charged twice.Happy to offer **** of call and ***************** baggage charge receipt plus also **** air charge receipt.

  Business Response

  Date: 02/19/2025

  Dear ****** ********,
   
  Thank you for your contact.
   
  I am sorry for the inconvenience that the cancellation of flight ***** from ****** to ******** on the 22nd of December 2024 caused to you.
   
  You have received a refund of 41 euros regarding a baggage charge. We will refund additional 31 euros to cover the extra charge that you had to pay more for your bag for the rerouted flights.
   
  As a gesture of goodwill, we will also compensate 50% of your phone charges. 123 euros.
   
  The compensation of together 154 euros will be paid to you in a form of convertible Finnair gift card valued 231 euros.
  
  
  Kind regards,
   
  ***** *******
  ******* ********** ***** ******* ********** ********** ********** *********** **** *******
  ***************************************************************  

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This letter constitutes a formal complaint regarding the non-refundability of my recent Finnair flight reservation (ticket number *************) which was scheduled for 11/12/2024 and subsequently canceled on 10/30/2024. During the cancellation process, I contacted Finnair customer service and was informed that the ticket was non-refundable. Furthermore, no alternative options were offered, such as a voucher for a future flight or the opportunity to speak with a supervisor or escalate the matter.Finnair asserts that its "ticket class system" determines ticket refundability. However, this information was not clearly and conspicuously disclosed during the booking process, either on the Finnair website or on the ticket receipt itself. This lack of transparency regarding the non-refundability of the ticket constitutes a deceptive practice.Industry standards typically include the option of a future flight voucher, even in cases of non-refundable tickets. The denial of this option in my case is further evidence of Finnair's disregard for customer *************** cancellation occurred well in advance of the scheduled flight date, specifically two weeks prior. This provided Finnair with ample time to re-sell the seat, likely at a higher price, resulting in a significant profit for the airline while I incur a substantial financial loss of $1200 USD.I believe Finnair's non-refundability policy in this instance is both unfair and deceptive. I therefore request a full refund of the ticket price to my original payment method or, alternatively, a check issued to the address on file.I expect a prompt and satisfactory resolution to this matter.

  Business Response

  Date: 02/11/2025

  Dear **** Madam,
   
  Finnair denies the claim presented by ****** ***** (hereinafter "the Passenger") and respectfully presents its answer as follows. The Passenger is requesting a refund for an unused non-refundable flight ticket.
  On September 6, 2024, the Passenger made a reservation for air travel between ******** (***) and ****** (*****), with a scheduled departure on November 12, 2024. Based on Finnair's records, the Passenger cancelled the reservation on October 29, 2024, and applied for a refund. The ticket type selected was non-refundable, and therefore the refund request was handled based on the ticket rules. The total refunded amount was USD 0.60.
  When booking a reservation, passengers can choose the ticket type that works best for them. Please see Attachment 1 for the booking flow where ticket types can be selected. Attachment 2 shows that the flights operated normally, thus the Passenger could have used the ticket.
  Please refer to Attachment 3 for the ********************************* rules regarding refunds. It is explicitly stated that non-refundable ticket types or personal issues are not reasons that make a customer eligible for a refund.
  Therefore, Finnair cannot offer any further refund in this matter.
   
  
   
  Kind regards,
    ****** **** ********

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FINNAIR Complaint Ticket #******** I bought four round-trip direct flight tickets from *** (***) to ********. Months later I was informed the direct flight from *** to ******** was cancelled and I had no choice but to accept an ***************** operated by FINNAIR flight from *** to *****, then FINNAIR to ********. The return flight is direct from ******** to *** still. The hotel, trains, trip to ********* was reserved and paid for, so what choice do I have but to still go.Then my daughter finds out she is unable to go, so I have my brother that can go. Naturally you would think I can get him swapped out for her...but no. FINNAIR is incapable of actually changing this simple request. Now I am being told due to some garbage rules I cannot change the person in the seat, for the love of god the seat is paid for and we have 3 weeks until the flight. So I get told if we show up with only 3 out of 4 travelers we could be denied getting on board. Are you serious!! Threatening language, dangling my paid money and planning in front of me stressing me out like this! Get your **** together FINNAIR, you owe me big time cause Im ******. Next option was to have the ticket split from the rest of us and only get refunded the TAXES on the ticket, not the price of the ticket. Yeah you read that right. They wont change the name of the person for any reason, or forfeit the money to FINNAIR!!!Why on earth is this so hard for FINNAIR! Why do they dangle your money and time in front of you like it means nothing to us. I want compensation.

  Business Response

  Date: 02/03/2025

  On March 25, 2024, the Passenger purchased four Finnair flight tickets from a travel agency for air travel between ******** and ********. The tickets included flights AY16 from ******** to ******** on December 21, 2024, and AY15 from ******** to ******** on December 28, 2024.
  On November 14, 2024, Finnair cancelled flight AY16 in advance and offered the Passenger rerouting with flights AY5798 from ******** to ***** and AY1752 from ***** to ********. Flight AY5798 was operated by *****************; therefore, it was not possible to change the person traveling with one of the tickets.
  Based on Finnair's records, all the purchased tickets have been fully used. Therefore, Finnair is unable to provide a refund or compensation.
  Kind regards,
   
  ****** **** ********
  Dispute Resolution Lead, Dispute Resolution

• Initial Complaint

  Date:10/17/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined ************ membership in early 2024. In September 2024, ************ deactivated my account without any explanation. I lost about ****** Avios points, which is worth $14280 (3 per Avios). I contacted ************ several times by phone. ************ told me they would open a case for me and verify my identity. They promised to give an update within one week. However, after three weeks, I didn't receive any results from the investigation. My account is still deactivated. I requested ************ to reactivate my account by Oct. Or they need to pay me $14280 to compensate for my lost points.

  Business Response

  Date: 11/05/2024

  Thank you for contacting Finnair.
   
  Finnair has sent instructions to the Passenger via email on October 30, 2024. The Passenger is requested to present their passport copy and an additional ID such as a drivers license.
   
  The Passenger can submit the requested information at *****************************************************************************************************************************.
   
  After the requested information has been received, Finnair can evaluate re-opening of the account.
   
   
  Kind regards,
   
  ****** **** ******** ******** ***** ******* ******* ********** ********** *********** *********** **** *******

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have submitted my passport and driver license to ********************** on Oct. 17. My case reference number ********. I didn't receive any update since then. I called FinnAir on Oct. 29 and submitted my documents again on Oct. 30 with a new case number ********. It is over three weeks since Oct. 17 and my account is still locked. Please help.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Finnish airline carrier FinnAir refused to refund me the cost of my round-trip ticket (from ********-*** to ********-******-******* and back) classified as 'refundable' by the airline own booking system, and in full amount in excess of $1,200 and offering me $75 instead. The FinnAir support line outsourced to ***** back in 2023 gave me confusing and contradictory information when approached for advice. The latest flight date change which I requested also assumed the refund of $60 seasonal ticket seasonal fare adjustment (from summer fare to winter) which was acknowledged by the airline but was also never processed to my Amex credit card.

  Business Response

  Date: 11/07/2024

  Dear Better Business Bureau representatives,
   
  Thank you for contacting Finnair.
   
  The Passenger has purchased a non-refundable ticket and thus, the announced refundable amount is correct.
   
  As this complaint is about a future travel, we would kindly ask the Passenger to contact Finnair **************** in case of any further questions.
   
  The contact details of **************** can be found at **********************************************************************************.
   
  Kind regards,
   
  ****** **** ******** ******** ***** ******* ******* **********

• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked holiday travel for our family of 5 (3 young kids) from ******* to ******* to see the northern lights and experience a Santa ***** package offered from a particular resort. We booked the hotel and flights on the same day 5/12/24 for travel dates of 11/1/24 - 11/6/24. A few days after booking the resort and flights separately, the resort emailed us the itinerary which was not in line with what we were expecting. They were unable to offer the Santa package for those dates due to being too early in their season. They also had a no refund policy, but since it was not clear during checkout they refunded us without question. We understand that Finnair has a no refund policy as well but this seems to be an exception that should be considered as refundable. I contacted them shortly after we found out from the resort (only days after) but they have not been willing to refund us our money - only offered to change our flights. That sounds simple but being a military family overseas, we have no idea where we will be next year and we were only able to go on the dates as originally planned and booked. We have contacted FinnAir through their contact us by email as well as chat several times, as well as talked to a representative on the phone. While I appreciate the option to change the dates of the flight, the uncertainty surrounding our future availability for travel makes this option challenging. We paid ******* EUR For 5 tickets. If it was half of the amount, I would not be as concerned. Being a military family and living on 1 income with 3 kids, it would be nice to receive our money back. As a military family, our schedules can often change unexpectedly, and I am unsure if we will be able to travel next year as suggested by the date change option (even though their flights are only projected a year out). There has to be someone within the company that can authorize a refund for such circumstances. We appreciate any help!

  Business Response

  Date: 10/21/2024

  ***** ********************** ************************ ***** ********* ******* *** **** **** ** *** *************************** *** ***** ********** ***************************** ********************** ******** *** *** **** *** ********* ********* * ******* *** ********

   

  Dear ****** *******,

   

  Thank you for your message.

   

  I am sorry to hear about difficulties with re-arranging your flights. Unfortunately, with the ticket type that you have chosen, the refund is not allowed according to the ticket rules.

    **** ********   ***** ******** ******* ********** ***** ******* ********** ********** ********** *********** **** ******* **********************     **** ** ** ******** * **** ********** *********** *** ******** ****** ** ****** ** ***************         ***** ****** ******* ***************************** ***** ******* *** ********* **** ***** *** ********************** *** ****** ******** ****** **************************** ******** *** *** **** *** ********* ********* * ******* *** ********   **** ********* ******   ****** *** ******** **** ******** ** *** **** ********* *** ******* **** ******* *** *** **** **** ******* *** ***** ***** **** ****** * **** ******* *** ** **** ******** ******* * *** **** ***** ** ***** ** ********* * ******* * ****** *** *** ** *** ***** *** **** ******* ** ********** * *** **** *** ***** ***** * **** ********* ** *** ** ****** ** ****** *** ****** *** ***** ** *** **** ********** ***** ** ***** ****** *** ******* ****** ** ***** ********* **** ** ******* * *** ***** ** ***** *** ****** ** ******* * **** ******* *** *** **** ** *** ** ******* ***** ***** ***** *** * **** **************** **** **** ***** * **** **** ************** ***** ** ****** **** **** **** **** ** *********** ****** **** ** **** ***** **** ** * **** *** ******* **** **** ***** ** ****** ** *** ****** **** **** * *** * ***** ** **** *** ******** * *** ***** *** ********** **** * *** * ***** ** **** * ******** ****** * **** **** ******** * **** ******* **** ** *** ** ** **** *** ************** *** ** ** ******** * *** ***** ** ***** *** ** ** ******* ** *** ** ***** ***** ***** **** *** *** **** ******** *** **** ***** ***** *** *** **** * ****** ** ***** ***** ** ******* *** **** *** ***** ** ** ****** ****** **** ** ********** ********* *** ** *** **** ** ***** **** * ******** *** ******* ***** * *********** **** ********* *** ****** **** *** ****** * ******* ****** **** ******* ** ********* *** ********* ***** **** **** ********* ** ********* * *** ********* ********** *** ****** * ******* **** *** ** **** ************** ******* **** ** ******* *** ***** *** **** ***** ***** *** * ******* **** ********* ** **** ** **** ***** *** ** *** ****** *** ***** *** **** ** **** **** **** * ********* ** *** **** ********* ***** ** *** **** **** *** *** ** ******* * ***** **** ***** ****** ** * ****** **** ***** ** ****** **** ** *** ******** ******** * *** **** ** **** ** ** ***** **** **** ** ********* *** *** **** ***** ******* *** ***** ** ********** *** ** *** ***** **** ** *** ******* ***** ******** ** **** * *** ******** ** ***** **** *** ** ******* *** **** ****** * **** *** *** ********** ** *********** *** **** ** ******* ** **** *** **** ******* ** **** ******  * ***** ****** ********** ** *** ***** ****** ** *** ** *** ***** **** ** **** ***** ****   ****** *** **** ************* *** ***** ****** ******* * ***** ********************** ************************ ***** ******** ******* *** **** **** ** *** *************************** ***************************** *** ********************** ************************* ****** ******** ****** **************************** ******** *** **** *** ********* ********* * ******* *** ********   **** ****** ********   ***** *** *** **** ******* *** ****** ******** ****** *** *****   * ******* **** *** **** ******* **** ** ******* **** ******* *** *** ************* ********* **** **** ************ **** *** *** *** ******* **** **** ******** * **** **** **** ****** ****** ** ******* ** ******* **** ** ********* *** **** *******     **** ********   ***** ******** ******* ********** ***** ******* ********** ********** ********** *********** **** ******* **********************     **** ** ** ******** * **** ********** *********** *** ******** ****** ** ****** ** ***************

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets with Finnair in business from ****** to ***** and they issued the last leg in economy and booked 3 bags. I have asked for business and I have the confirmation and they decided to book the 3 bags as luggage (with the cost that it means) but they left my seats in eco y for charging me more for changing classes. I want to be reasgnate d to business and I dont need the extra baggage.

  Business Response

  Date: 08/27/2024

  Finnair Customer Relations will contact the Passenger as soon as possible.

  Finnair would like to emphasize that the applicable legislation to the Passengers matter is ** Regulation 261/2004, and the travel does not involve any connection to the **************

  Should the Passenger disagree with Finnair, the Passenger can file a complaint to a competent National Enforcement Body (NEB). The Passenger may contact either the Finnish or the Spanish NEB.

  The attached documents can be shared to the Passenger if needed.

  ********************************************************************

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did book a plane ticket on 5.29.24 on Finnair website from another country to ***, to bring my pet in cabin to ***. I did check their website and it stated that they allowed pets in cabin between ** and non ** countries. Whe I did try to add my pet to the reservation, I was not able to do so. I called 7 2.24 to finnair to ask help with pet booking and they stated that since flight from. ****** to *** is operated by American Airlines, they are not able to add pet In cabin, however the other flights they can add ( TLL- HEL and HEL- LHR). When I called to American Airlines they stated that they can not add my pet since the ticket is booked by another airline ( Finnair). Yesterday I called and they stated that they will look solution, today 7.4.24 I did get a phone call from Finnair and they stated that I should've known this and they will not issue a refund. I did choose this airline specifically because they allowed pets in cabin as well as American Airlines, I was not informed that due to the third party I will not be able to add my pet. Finnair did not offer solutions for different flights to bring my pet to ***, 3 different days I was given 3 different information via phone ( first and second day they stated that I can bring my pet all the way to ****** just the ** flight is the one not allowing and today the gentleman told that I can't bring my pet in cabin to ******).Since I need to purchase all new set of tickets with different company, I would like to get full refund from Finnair due to misinformation and unclear information on the website as well as each recorder ( on their side) phone call was different information given.

  Business Response

  Date: 07/19/2024

  The Passenger has on 31 May 2024 booked a ticket for the following flights:

   

  ****** * ***** * ****** **** ***** ** *** * ***** * ****** **** ******* ****** * ***** * ****** **** ***** *

   

   

  When travelling with a pet the Passenger is responsible to ensure before booking the flights, that the pet has all the needed documents and meets the destination countrys entry requirements. 

   

  On Finnair web page we have the below mentions regarding travelling with pets, and it is clearly mentioned, that if you travel via ************* (in this case *********************** LHR) your pet can travel only as cargo. The attached screenshot is Passengers copy of this is article, but it is missing this sentence from it.  

   

  Unfortunately, this ************* pet embargo was not mentioned to the Passenger when she called on 2 July 2024, but we have shared this information with her on a phone call on 4 July 2024. 

   

  The Passenger is responsible to search information of restrictions related to the transportation of her pet before booking the flight ticket, therefore we cannot accept the refund request. 

   

  Kind regards,

   

  Finnair Customer Relations

   

  ****************** 

   

  --

   

  ***********************************************************************************

   

  Pets on Finnair flights

   

  Are you travelling with your pet? To make your travel smoother, we compiled all the needed info for you to prepare for your journey with a pet.

   

  Can I travel to my destination with a pet?

   

  We allow the following pets onboard our flights when the requirements for carrying pets are met:

   

  • Cats and dogs can be transported in the cabin or in the hold of the aircraft from ** countries and non-** countries.
  • Pet rabbits, tortoises and hedgehogs are allowed in the cabin or in the hold of the aircraft only from ** countries.
  • Ferrets can be transported in the hold of the aircraft from ** countries and non-** countries.
  • All other animal species are forbidden onboard our flights and can only be shipped as cargo.

   

  Different countries have different regulations regarding travelling with pets. Some countries may have entry limitations for certain animals or breeds. We recommend that you find out the specific regulations and required documents for your destination from the nearest consulate or embassy.

   

  When travelling to or via certain countries, you can only ship pets as cargo, meaning that your pet is not travelling with you. Such countries are, for example, *************, *********, *******, ******************** and **********

   

  Please note that it is your responsibility to ensure your pet has all the needed documents and meets the destination country's entry requirements. The airline is not responsible for checking this.

• Initial Complaint

  Date:04/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two air tickets were purchased. A few days after the transaction the Finnair changed the route of the flights with 6 hours difference and with ***** min transfer in one of the airports, which is extreme challenge to do for a person with a small child or even just one person. Finnair offered a refund and I submitted the refund in February (20th I believe) promptly and have screenshots confirming the refunds request completion and promise to refund in 4-6 weeks for two tickets. No refunds or any communication received from the company. The only way to contact is to submit a form online and wait for response. After that you can read the statement that they are behind in processing customers requests. Please help to finalize the refund for the route change that was approved by Finnair and not completed yet. Thank you!

  Business Response

  Date: 05/10/2024

  Dear Sirs,

   

  Based on Finnairs records, the Passengers have used other means to dispute this matter, and the matter has already been fully settled with the Passengers.

   

  Could you kindly check this with the Passengers?

  **** ******** ****** **** ******** ***** ******* ******* ********** ******* **** ********** *********************** *** *************************************** ***** ******* **** ****** ***** ******** ******* **** ** ** ******** * **** ********** *********** *** ******** ****** ** ****** ** *************** * ******************************

  Customer Answer

  Date: 05/15/2024

  Finnair, please provide detailed information how this issue was resolved?

  On our end it was not resolved.

  The refund request due to route and timing of transfers changes was submitted twice on finnair com. Both requests were rejected without any explanation, any communication. It stated " Other reason".

  ***** filed disputes twice with you and credits were not posted to my credit card, refunds were not processed.

  My spouse called ( finally we found tel # in ******** office), and no clear answer.

  In 2023 a week before the flight Finnair did the same thing, change the flight from ******* to ****** with no opportunity to change the tickets to fly ******* at a later date. We tried. Finnair stated that all flights are going to ****** only. It was extremely stressful situation that I never want myself and my family to be in. And now again the same flight has been changed after the purchase? What kind of marketing spam is this?

  When I bought tickets in Feb of 2024 to fly to ******* and having transfer of 4 hours in ********, it was extremely important to have enough time to travel comfortably with a small child and carry ons. Leaving me and a small child without a personal stroller to transfer in ******** in 35 min is a disaster! First, we have to go down the airplane from ******* to the airways (!), then walk on airways without any stroller to the gates, then it takes 5-10 min carry the child until you find a public stroller in the middle of the airport, then you stay in line for passport control....and run run run? Would you enjoy a travel like this yourself? How fast would you like me to run with a kid on the airways to reach the gates and then it is about 30 min walking time to the depature gates plus passport control?This is unacceptable route change for me and my family that I did not choose and I will never pay for again after 2023 year experience. Please refund the money! Sell tickets to ****** and stop mislead customers about the flights to *******!This must he investigated by customer protection agency.
  

  I paid for 4 hours of transfer in ********. Any changes from Finnair to the agreed terms after the purchase is breach of contract and Finnar must REFUND the money! Finnair sent the message to agree to changes or cancel and refund. I chose option to cancel and refund. I am not able to agree to this new route that is a disaster for me that I did not pay for!  Please do refund and let us know when it is done.

  Thank you,

  *****

   

   

  Business Response

  Date: 05/29/2024

  However, as stated previously, the requested refund has already been refunded via chargeback process. If the Customer is not able to locate the refund, we would kindly ask them to contact their bank for further assistance.