This is a trivial thing but illustrates Finnair customer service perfectly. I ordered some cosmetics while onboard, via the app, on my outbound flight and received the invoice immediately but with a higher price. I wrote to them (twice) and they responded 10 days later with 'maybe the price changed just then when you ordered'. I said 'no, the advertised price remained the same a week later on my return flight, I took a screenshot, and I think you cannot charge a higher price than what you advertised'. They said 'we can't help you because you haven't completed the purchase when you got the invoice in your email'. Then again I explained 'well, I haven't completed it because the invoice came with a higher price than what was advertised'. And so we went in a circle for a few months until they said 'Here is 10% off for future purchases in the next 2 months'. I said 'naturally, since you're offering me 10% and you know already that I am a Finnair gold member and anyway have 10% on all your products, that these two discounts can be combined'. Finnair says 'unfortunately you cannot combine these two discounts'. So, my question was 'well, what have you given me then'. No response. Trivial as it's about a small amount of money, but this absurdity is representative of the company. I've been flying Finnair more or less exclusively and have had the gold status for about 6-7 years or so, and the quality of their customer service has become unbearable. Especially when you consider that for business travel, meaning 1-3 day trips, economy class, it's not unusual to pay 400-600 EUR within Europe. Premium pricing, worse than low cost customer service. Very sad and unfortunate.
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