MAJOR CRIME ALERT!!!!!! I WILL UPDATE AND REVIEW THIS IF THEY TAKE ACTION.

I really hope Finnair reaches out and resolves this. My family and I departed from Rovaniemi Airport at 12pm for a 1:05pm flight to Helsinki. A lady with short hair at the check-in desk was extremely unfriendly, unkind, and—honestly—wicked in how she handled the situation.

She claimed that my parents’ flight tickets didn’t include cabin baggage, which made no sense because they were on a round-trip booking and had zero issues on the first flight. My sister and I both had cabin baggage included, so we kindly AND patiently asked if we could take their small luggage with us instead. She dismissed the request entirely. She said she would check, BUT SHE DID NOT AND PROCEEDED TO charge €120 to my parents, taking their credit card without giving us any chance to discuss or consider alternatives.

By the time we realized what had happened, it was already too late. She was a short-haired, blond-ish woman, and her behavior felt unnecessarily harsh. I don’t know what kind of day she was having, but we spoke respectfully, and she absolutely took advantage of our parents in that moment.

Finnair, please look into this. It seems like there have been similar complaints, and this kind of treatment is unacceptable.