I have lost count of the number of times I have tried to contact Finnair Customer service regarding our refund for flights THEY cancelled on March 18 2020 - that we had booked and paid for in full in August 2019!
They initially said 4 weeks for a refund - this was then 8 weeks and now goodness knows! Their online chat Is impossible to access - keeps losing connection! I did eventually speak to a customer service advisor two days ago who said she would ‘escalate’ the refund and email back within 24 hours - of course this did not happen! Whilst I appreciate this is a difficult time for airlines I do feel very let down by
Finnair! We’ll remember this experience when things return to come normality and we are visiting our family in Australia - we’ll book elsewhere!
Very disappointed!!!

We can be sympathetic with airlines in times of coronavirus but not with this company. I paid for our trip to Japan back in January but it was later ( obviously ) cancelled because of the coronavirus restriction (indeed none of my flights took off). They initially agreed to refund the tickets within 4 weeks, then 8 weeks , ... now it is 10 weeks. They were very quick in taking our money but refunding is a problem now.

Once the crisis will be over, we will remember about this FINNAIR!

I am fine with the Finnair staff did not issue me the boarding pass due to the visa regulations, but the so called “supervisor” in the check-in service was filled with superiority and snobbishness when talking to me. As a young Asian lady, I felt being disrespected and overlooked by him which I wonder how he earn respect with this kind of attitude.

However, the Finnair customers service staff and other check-In staff I encountered were friendly and helpful. I hope there are more staff like them in the company.

During our trip Finnair lost our luggage for 3 days, and their representative told us we would get a spend budget to buy essentials, so we bought essentially and then he miss-informed us telling us we can get our money back by sending the receipts to an email when we get home. We followed his instructions when we got home (more than a month later) and then when we never got a response we called the airlines and they refused to give us our money back because it was not within the “21 days” something their representative never explained to us (even though we asked). In the meantime they put a Finnair sticker all over my plastic luggage that would not come off, causing me to have to throw my almost new luggage out...they refused to pay for that too. Not impressed with the awful experience I had with Finnair. I fly often and have used many airlines but this is by far one of the worst experiences.

After a long but enjoyable birthday trip to Tokyo, I took the train down to Narita Airport to catch my early-morning Finnair flight to Helsinki - and from there, back to Madrid.

Boarding was slightly chaotic, but that was because the boarding area was under serious renovations which made general queuing nearly impossible. A pillow, blanket, headphones and for the first time ever, a bottle of Evian mineral water were waiting for me at my seat for this 10-hour flight. Seat was slightly hard but not too much (don't expect to sleep a lot though).

Staff were very friendly and spoke English to an almost native level. In flight entertainment was chock full of movies, TV shows and music playlists. Food was excellent and between each meal a BoB service was available (do note that the prices were quite steep however). The plane was brand new so everything was more or less squeaky clean. It was also fresh, unlike the Iberia flight I had taken while travelling towards Japan. The bathroom was basic but again, clean.

We arrived slightly ahead of schedule at Helsinki and security/immigration was quick - soon I was boarding my second and last flight to Madrid (operated by Iberia on behalf of Finnair).

Finnair offered an excellent, almost business-like service at a reasonable price (650 euro roundtrip). I would absolutely, undoubtedly fly with them again in the near future.