Did Finnair just fire their entire customer service team?
May 2, 2024, 8:23 am
#1
Original Poster
Join Date: Mar 2023
Posts: 38
Did Finnair just fire their entire customer service team?
I’ve been trying to get hold of Finnair customer service all day, and since I’m abroad I don’t want to make an expensive long-distance call. So I try to use the chat.
Except there is no chat. There’s just Sisu. Useless, time-wasting, ChatGPT-wannabe, Wish.com-chatbot Sisu. Takes forever to even get passed on to an agent, but the agent doesn’t pick up, ever. And the app keeps asking me ”Still there? Return to the app to keep the chat session open.”
What is going on with Finnair customer service? Is the chat simply dead? Do I need to set up a Skype account in order to phone them?
Except there is no chat. There’s just Sisu. Useless, time-wasting, ChatGPT-wannabe, Wish.com-chatbot Sisu. Takes forever to even get passed on to an agent, but the agent doesn’t pick up, ever. And the app keeps asking me ”Still there? Return to the app to keep the chat session open.”
What is going on with Finnair customer service? Is the chat simply dead? Do I need to set up a Skype account in order to phone them?
May 2, 2024, 8:57 am
#2
Join Date: Aug 2010
Programs: QR Gold, BAEC, Marriott Rewards Gold, SPG Gold
Posts: 1,146
Having the same experience!
Just had AY146 cancelled in Nov & been transferred to AY142, which means a 3am start for an 8am dep from BKK. I can change to AY144 & a 3pm dep, but this means an overnight in HEL before flying on to LHR.
Will AY give me a free hotel as it's their fault? Only a human can tell me.
Just had AY146 cancelled in Nov & been transferred to AY142, which means a 3am start for an 8am dep from BKK. I can change to AY144 & a 3pm dep, but this means an overnight in HEL before flying on to LHR.
Will AY give me a free hotel as it's their fault? Only a human can tell me.
Last edited by impeymac; May 2, 2024 at 9:16 am
May 2, 2024, 9:19 am
#3
Join Date: Aug 2010
Location: Seat 1L these days :)
Programs: AF Platinum/AY LUMO/SK EBG/baEC S/HYATT Globalist/MR LTP/A3 *G/HH Dia/IHG plat
Posts: 8,016
Having the same experience!
Just had AY146 cancelled in Nov & been transferred to AY142, which means a 3am start for an 8am dep from BKK. I can change to AY144 & a 3pm dep, but this means an overnight in HEL before flying on to LHR.
Will AY give me a free hotel as it's their fault? Only a human can tell me.
Just had AY146 cancelled in Nov & been transferred to AY142, which means a 3am start for an 8am dep from BKK. I can change to AY144 & a 3pm dep, but this means an overnight in HEL before flying on to LHR.
Will AY give me a free hotel as it's their fault? Only a human can tell me.
May 2, 2024, 10:24 am
#4
Join Date: Dec 2018
Location: Northern California
Posts: 118
Probably also laid off IT as a Vappu present. My July bookings can no longer be managed via app or Website. One of the feeder flights changed flight number, nothing else, and now I can't select seats, add baggage, anything except via chat or call. The app has a banner that says "you can confirm your new flights with just a few clicks" with no link to click (and in actuality there are no "new" flights at all to confirm- just a flight number change).
May 6, 2024, 4:57 am
#5
Join Date: Jun 2017
Posts: 259
I've noticed that my adblocker blocked Salesforce chat aka salesforceliveagent.com which caused nice bugs with the chat. Remove that block on your adblocker or browser for AY website and maybe it works a little bit better? 🤞
May 6, 2024, 6:31 am
#6
Join Date: Aug 2010
Programs: QR Gold, BAEC, Marriott Rewards Gold, SPG Gold
Posts: 1,146
The ChatBot was completely useless so I rang Finnair UK Customer Service (UK number but answered in Finland). The very helpful CS lady transferred Mrs IM & myself to our preferred flights at no cost.
However, the new afternoon departure from BKK left us with 9h 20m overnight in HEL. I was advised to book a hotel & submit a compensation claim, & the lady even emailed me a link to the relevant section of the Finnair website.
Could have been a lot worse, especially on a Bank Holiday. Thanks Finnair. 👍