To be honest, this has been the worst travel experience of my life so far. The cold, arrogant, and unfriendly attitude of many Finnair employees was the main reason. A few cases illustrate this:
Case 1. A passenger struggled with a heavy bag that she could not lift into the overhead compartment. She asked a flight attendant for help, but the attendant refused in a very cold and arrogant manner. In the end, another passenger assisted her. Many of us sitting nearby witnessed this. This goes beyond service quality—it is about being a thoughtful, kind, and empathetic person.
Case 2. When I arrived at the airport with delayed baggage, the staff member I spoke to showed no empathy and did not even offer a simple apology. Instead, I was told in a cold, dismissive tone to “report it and wait at home.”
Case 3. When my baggage finally arrived, it was delivered to my address only once. I had been holding my phone for 3.5 hours, unable to do anything because all my essentials were in the baggage. Yet they claimed they could not reach me, refused to attempt delivery again, and told me to collect it from the airport—completely disregarding the fact that I had a full day of business meetings.
Case 4. Due to the baggage delay, I was forced to purchase necessities. However, Finnair only reimbursed less than 50%, arguing that I could use the remaining items in the future. But I had already packed all my belongings in the baggage, and if there had been no delay, I would not have needed to buy anything extra.
