Finnair

CPH-HEL-HKG return. Food poor. Crew rude and patronising clear that there are union issues. Strikes common place. Information and apologies for missed connections in HEL little or none. Would avoid at all cost. I am gold on BA and Star alliance. Had surreal experience of senior stewardess telling my wife of at length for using the wrong toilet - hours after - we had to ask her to be quiet and leave our seat.

LHR-HEL-RIX return. LHR-HEL delayed due to weather A320 spotless condition and attendants on this flight were superb. The snack was large enough and nice. The next morning we checked in for the flight to Riga and the plane was a comfortable E90 provided with drinks (Juice or water) for the 50 minute flight. Our return flight from RIX-HEL was delayed by snow. It left 40 minutes late and we were advised by the stewardess that we would not make the connection for our flight to Heathrow. Upon arriving at Helsinki staff at the transfer desk had arranged for us to stay at a hotel near the airport inclusive of meals. We were booked onto the flight to LHR the next morning. This flight was completely full and service on this flight was superb with a warm baguette snack and 2 drink runs. The seats in economy were comfortable.

HEL-BKK in Economy. Fresh cabin on A340-300 good legroom seat a bit hard but comfortable enough. Cabin crew professional and attentive. AVOD entertainment but very limited selection of music and films. The dinner was the worst part of the experience looked as bad as it tasted. The breakfast was a bit better but expected more. Will choose them again to BKK if the price is right but catering and AVOD should be improved.

JFK-HEL A330. Cabin clean and nice looking. Check in smooth and on boarding we were greeted by 3 stewardesses and given newspapers and a bottle of water. Friendly cabin crew helped with bags. Efficient service and they managed to get my special meal right (after several phone calls) however food was average. Crew spoke several languages. IFE ok but have seen a lot better on other airlines. Easy disembarking in Helsinki Vantaa a pleasant airport. However Finnair customer service is non-existent. Had problems due to the strike and it was handled badly. Would recommend Finnair for onboard service but any kind of contact with the airline is handled in the most appalling way. The tickets are quite expensive and the service not matching many other 4-star airlines.

I cannot submit a review for the onboard experience as we could not even get on the plane. I can however tell you about their horrible customer service which is almost non-existent. Trying to get a flight during the snow at Heathrow we were left standing at the check-in for 6 hours before we received any information from the 1 Finnair staff member who had stayed at the airport as all the others went home and left all the passengers stranded. When the announcement went over the loudspeaker that the flight was cancelled they told us to consult the check-in staff. By that time they had all gone. The UK Finnair customer service number was closed all weekend and the only 24-hour number was all in Finnish. There was no information about the delays anywhere on the website and although we had been told to come back the next day to the airport we found out from other sources that the flights were again cancelled. We then spent 2 hours on hold to finally be told that there were no flights available until a minimum of 4 days later. When I asked why other passengers who had booked on later flights were taking priority over us the customer service rep just kept reading the script 'Sorry we are fully booked'. Even after I explained that we had to make a connecting flight or we would miss our non-refundable trip in India that we had been saving for 6 months for there was no attempt to help and a refusal to upgrade us even though there were seats available on business class. I have to say this is the worst run airline I have ever encountered with the least helpful staff and the most shambolic management of any airline anywhere. Terrible check-in terrible website terrible phone support and shocking treatment of passengers.

I have had silver status for some years and Finnair has deteriorated considerably. The only plus is new planes but that`s it. Entertainment system with very poor selection meals below standard - on Asian routes they serve only one proper meal and one tiny hot sandwich. On short European routes only beverages are complimentary. FAs rather indifferent. Customer service is very poor - I emailed FF customer service asking about an award ticket but after 10 days they replied that I should call E-Business Help Desk in Helsinki (I live in Poland). What a poor customer service! Not up to 4 star airline.

BKK to MAN via Helsinki. Due to the Finnair strike was re-booked onto BA for a flight leaving 15 hours later. Friendly check-in staff provided a good standard airport hotel with all meals without this even having been requested.

AMS-HEL-BKK return. AMS-BKK was very good new single seats on A330 service and food very good. Return flight delayed almost 2hours later then planned. Captain and staff informed passengers every 20 minutes - delayed arrival missed connection to Amsterdam. Airport staff very friendly and did all they can to book on other (non AY flights). One thing AY could change is their IFE not much choice.

LHR-HEL-BKK return Business Class. Normally I travel direct to Asia so I was dubious about transfering in Helsinki but no worries. The lounge is bright and comfortable. BA Silver card holders get free drinks and food (also pre flight dining). I used the Spa (cost €40) - surprised to have to pay as I thought it was free for business travellers but worth every penny. A330 is spacious with mood lighting. Very attentive service delicious Scandinavian food and wine and the seat went flat. There are a number of single seats in cabin which I would have liked but was unsuccessful at checkin - should have been online earlier! Return leg I was convinced the 30mins connection time would mean a lost bag but my case was first off in London. . My one criticism would be the inflight entertainment system - choice is limited and bland and the blanket was too heavy and hot.

We were using Finnair for their direct flight Helsinki to Hong Kong. Arriving 30 minutes before midnight in Helsinki we were denied bording (due to overbooking as we found out the next day). We were not given any explanation ground staff was unfriendly and not at all service minded (refusing to discuss compensation or meal vouchers at all). We had to stay in a sub-standard airport hotel without facilities). The next day the experience continued: staff was unable to handle to the re-booking in a smooth fashion showed a high stress level and no service culture. Food at the Finnair long haul flights is 3/10 at the best. Cabin staff was alright but certainly not as friendly or customer oriented as Asian airlines. Our summary: never long haul with Finnair again.