I don't quite understand how an airline can function without a robust customer service to manage customer queries. As I write, I have been on the phone for 75 minutes (and I will be charged for this courtesy). I would like to change the flight, the electronic system won't let me, and not only is the Chatbot beyond useless, it has the gall to tell you that "this isn't getting us anywhere, please ask your question clearly" when the question requires a more complex intelligence to answer it. This ticket has already been changed once but not after much stress. I had to cancel a trip to London at short notice due to Covid. I had insured the ticket using their insurance. However, the only way to cancel the flight was using the Chatbot, which then proceeded to tell me that it would not actually cancel the flight itself but send to one of it's human colleagues to cancel, and this would take about a week. Afraid that this would invalidate the protection I had purchased, I tried ringing customer service but could not get hold of them. As anticipated, on the day of the flight I receive an email saying that it was being treated as a 'no show', thus invalidating the protection. After 24 hours of trying, I was eventually able to contact a customer service advisor, who was able to verify that I had tried to contact them multiple times and was able to shift the flight for the summer. She told me that I could change the times again if, after speaking with my family and friends, the times were not good for them. However, I cannot change the flight online, and cannot get hold of customer service. I will have to contact the regulators, but unfortunately the Customer Services policy in Finland appears to be "we will just take your money and not provide any support in return". I imagine the poor people in Customer Services are also mega stressed dealing with extremely frustrated customers who feel beyond let down by this airline.
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