[HeinzAlbert]

Finnair on their flights from Malaga to Helsinki return on their A321 aircraft is advertising business class and when you board you only get economy class seating. This is clearly misleading advertising and possibly fraudulent. Emails to their senior management are being ignored.
Attention:
Mr. Pekka Vauramo, Peresident and CEO;
Mrs. Johanna Jakala, VP Marketing and Customer Loyalty;
Mr. Juha Jarvinen, Chief Commercial Officer;

Subject: Booking ref: RFZ78O
Ticket # 105 2460303705-06 Buchbinder Heinz A.
# 105 2460303703-04
The complaint relates to following flight segments :
AY 1682 January 1. 2018 and
AY 1673 February 24. 2018
Malaga – Helsinki return

On May 9th 2017 I booked two tickets BUSINESS CLASS from Malaga to Bangkok, return.
I paid business class fare because the commonly accepted version of BUSINESS CLASS
is that it is distinguished from other travel classes most importantly by the quality
of seating in addition to food, drinks, ground service and other amenities.
For my wife and me the deciding reason to fly Business Class is the larger and more
comfortable seating arrangement for which we are willing to pay substantially more
than economy fare.
Unfortunately, FINNAIR has sold to me BUSINESS CLASS on the A321 which we learned
does not have a Business Class seating and you basically get a normal economy
seat for which you paid Business fare. This is absolutely ridiculous in particular if you
get seated in row 1 where you can not even lift the arm rest. Bottom line you get
forced to fly for 4 1/2 hours each way in a standard economy seat, in economy seat layout.
I launched a complaint with your flight Directors Mrs. Pihlaja Heli and Mrs. Pirjo Lamminen ( 7880)
I provide you below with a copy of the complaint that was filed by Mrs. Pihlaja Heli:
”Dear Sir,
Please find below the report I sent our Customer Relations about your concerns. I hope that your flight to Bangkok was comfortable and we will see you on our flghts again.

Best Regards,
Heli Pihlaja
Chief Purser

Mr Heinz A. Buchbinder (seat 1C) was very disappointed on our service. He felt that our standards did not meet basic requirements for Business Class nor the service of our competitors. His biggest concern was that the seat we provide is basically the same seat as in Economy and not comfortable enough to be charged a Business Class price as the seat itself is as narrow as in Economy class with no extra leg space either. Also he had ordered a special meal but his order had not gone through. He had also received contradictory information about baggage allowance in Business Class as it was marked differently in his reservation than in his digital boarding pass. He wants to be contacted as soon as possible and discuss about compensation. gt-r@theinzantiger.com +34686952203”

I also filed a complaint with your customer service department Ref. 1-6513831424
and unfortunately they have denied my claim for compensation in an amount to reflect
the difference between BUSINESS CLASS and ECONOMY.

I sincerely hope that you will understand my position regarding this claim
and realize that Finnair is publicizing misleading advertising and possibly
committing fraud by offering and charging for Business Class when
it does not exist. I repeat my claim, without prejudice, for a refund of
the business class fare Malaga -Helsinki return.

I reserve the right to widely publicize this kind of poor business practice by Finnair to
the various Government tourist Ministries, Travel Agents and the Travel Press
since I strongly believe that the image of Finnair and Finland is being damaged
by such activity.
For your information, I provide below a copy of the rather insulting reply from your Customer Relations Department.

Hoping you get your reply not later than March 14. 2018 and remain,
Yours truly
Heinz A. Buchbinder
Urb. Las Lomas de Mijas, Buzon 67
29650 Mijas/Malaga
Tel ++34- 686952203

FINNAIR
FINNAIR CUSTOMER SERVICE

Dear Heinz Buchbinder

We have responded to your case with the reference number 1-6513831424.
Please use the link below for replying to case.

https://www.finnair.com/int/gb/retri...r=1-6513831424

Sincerely

Finnair Customer Service


Please do not answer to this e-mail message.

------------------------------------------------
Dear Heinz Buchbinder

Thank you for your feedback.

We apologize that your flight from Malaga to Helsinki on January 1st, 2018 didn't meet your expectation.

We aim to make your travel with Finnair as enjoyable as possible and it is very important for us to receive feedback from our passengers in order to pinpoint areas which may need improvement. Finnair evaluates its service quality, products, procedures and actions continuously by all the feedback we get, and tries to adjust the service we provide to our customers point of view.

In reference to Business Class seats I find it necessary to acknowledge you couple important issues. First of all, Business Class basic idea is flexible ticket rules. In addition, Business Class customers have own check-in, they can use lounge facilities, Business Class service and baggage allowance is bigger compared to economy class passenger. Travelling in Business Class is comprised of many different fields.

We have forwarded your feedback to flight management team for their info. They are grateful for your feedback.

Unfortunately we are unable to offer any compensation at this time as other Business Class benefits have been in your use.

We hope your future flights will go pleasantly.

Yours sincerely

Finnair Customer Relations



Herkko