Sisu (6/15/2025, 6:07:39 AM): <p>I'm Sisu, the virtual agent, and I'm here to help
you.</p>
<br>
<p>Before we start, please don't share your credit card details or any other
sensitive information in the chat.</p>
Sisu (6/15/2025, 6:07:40 AM): <p><b>NOTE: The Finnish Aviation Union (IAU) has
announced industrial action affecting ground operations at Helsinki Airport on 17
and 19 June 2025.</b>.</p>
<br>
<p>As a result, our customer service is currently very busy. If your issue is not
urgent, please consider coming back later.</p>
Sisu (6/15/2025, 6:07:46 AM): <p>Hi jason ka ching!</p>
<br>
<p>How can I help you?</p>
jason ka ching (6/15/2025, 6:08:08 AM): my flight was cancelled
Sisu (6/15/2025, 6:08:09 AM): <p>I am sorry to hear that we have changed or
cancelled your flight.</p>
Sisu (6/15/2025, 6:08:11 AM): Can you specify what kind of assistance you need?
jason ka ching (6/15/2025, 6:08:22 AM): Instructions for missed/ delayed flights
Sisu (6/15/2025, 6:08:23 AM): I am sorry to hear your journey hasn't gone as
expected.
To help you better, please choose the topic using the buttons below.
jason ka ching (6/15/2025, 6:08:43 AM): I will miss/missed my flight
Sisu (6/15/2025, 6:08:43 AM): <p>If you miss your flight, please contact our
airport staff for assistance.</p>
<br>
<p>The delay of one flight can affect many other flights and their customers. We
cannot contact the airport and ask for a plane to wait for passengers.</p>
jason ka ching (6/15/2025, 6:08:52 AM): Back
Sisu (6/15/2025, 6:08:53 AM): I am sorry to hear your journey hasn't gone as
expected.
To help you better, please choose the topic using the buttons below.
jason ka ching (6/15/2025, 6:08:56 AM): None of the options
Sisu (6/15/2025, 6:08:56 AM): Apologies, I must have misunderstood your inquiry.
Can you please rephrase the question?
jason ka ching (6/15/2025, 6:09:24 AM): I need human colleagues
Sisu (6/15/2025, 6:09:24 AM): I can check if there's an agent available now.
Sisu (6/15/2025, 6:09:26 AM): Do you want me to transfer you to an agent?
jason ka ching (6/15/2025, 6:09:29 AM): Yes
Sisu (6/15/2025, 6:09:30 AM): <p>Unfortunately, <b>our customer service is busy on
weekends, and waiting times may be longer than normal.</b>.</p>
Sisu (6/15/2025, 6:09:32 AM): Could you please let me know if your inquiry needs to
be resolved urgently?
jason ka ching (6/15/2025, 6:09:42 AM): Yes, it is urgent
Sisu (6/15/2025, 6:09:43 AM): Can I please have the phone number you gave when
making the booking?
jason ka ching (6/15/2025, 6:09:57 AM): 852 61712472
Sisu (6/15/2025, 6:09:58 AM): Thank you! An agent will join the conversation as
soon as possible.
I apologize in advance for the long wait time. Thank you for your patience!
Your booking reference: MNBKZX
Your phone number: 852 61712472
Family name: kuang
Yahia (6/15/2025, 7:27:43 AM): Hi jason ka ching! I'll be right with you! I'll just
read the conversation first.
Yahia (6/15/2025, 7:28:07 AM): Hello! I can see from your chat with our bot that
you would like to change your flights, is that correct?
jason ka ching (6/15/2025, 7:28:18 AM): no
jason ka ching (6/15/2025, 7:28:29 AM): my return flight was cancelled
Yahia (6/15/2025, 7:28:46 AM): Please provide me with your booking reference.
jason ka ching (6/15/2025, 7:28:56 AM): MNBKZX
jason ka ching (6/15/2025, 7:29:18 AM): and on that day, I could not contact any of
ur staff
jason ka ching (6/15/2025, 7:29:58 AM): even the staffs in customer service center
at Barajas airport could not too
jason ka ching (6/15/2025, 7:30:26 AM): I want to know the reason of the
cancellation
Yahia (6/15/2025, 7:33:12 AM): Okay, did you had like and outbound flight or
something that you didn't take without cancelling it?
jason ka ching (6/15/2025, 7:33:48 AM): I did not confirm ur offered flight
jason ka ching (6/15/2025, 7:34:25 AM): and when I was trying to use the another
option that with alternative flight provided on the next day with other airlines
jason ka ching (6/15/2025, 7:35:03 AM): the option simply gone and left only
cancellation or confirm with ur new schedule which I did not
jason ka ching (6/15/2025, 7:35:20 AM): at the end I bought another ticket from
another airline
jason ka ching (6/15/2025, 7:35:43 AM): and asked a cancellation and refund
through agency
Yahia (6/15/2025, 7:37:29 AM): Okay, so the flight was bought via a travel agency?
jason ka ching (6/15/2025, 7:37:49 AM): yes
Yahia (6/15/2025, 7:38:52 AM): Okay, in this case you can follow up with them, they
could be the ones responsible for the cancellation as I can see nothing from my
side.
jason ka ching (6/15/2025, 7:39:37 AM): I need the cause of the cancellation
jason ka ching (6/15/2025, 7:41:09 AM): and no one can reach you on that day, I
need the reason too as I wasted so many time at the airport
Yahia (6/15/2025, 7:41:51 AM): It seems like the cancellation wasn't made from our
side. You need to contact the travel agency for that issue.
jason ka ching (6/15/2025, 7:42:00 AM): no
jason ka ching (6/15/2025, 7:42:07 AM): I mean the flight cancellation
jason ka ching (6/15/2025, 7:42:46 AM): what that means not made from your side?
jason ka ching (6/15/2025, 7:43:39 AM): everyone was on the plane and waited for
two hours and suddenly announced the flight was cancelled
Yahia (6/15/2025, 7:44:08 AM): I can't even see from which side was it made, that's
why I'm kindly asking you to contact the agency.
jason ka ching (6/15/2025, 7:45:04 AM): did u check my flight MNBKZX?
jason ka ching (6/15/2025, 7:45:21 AM): it was cancelled from FINNAIR
jason ka ching (6/15/2025, 7:46:04 AM): not agency
Yahia (6/15/2025, 7:46:32 AM): Where does it say it was cancelled by Finnair?
jason ka ching (6/15/2025, 7:47:03 AM): Finnair sent me the email as everybody also
received it
jason ka ching (6/15/2025, 7:47:08 AM): did u really check?
jason ka ching (6/15/2025, 7:47:23 AM): it says the flight was cancelled and
rescheduled
Yahia (6/15/2025, 7:47:55 AM): Sorry, what do you mean by you really checked?
Yahia (6/15/2025, 7:48:07 AM): Yes, I checked.
jason ka ching (6/15/2025, 7:48:14 AM): it is the record
Yahia (6/15/2025, 7:48:23 AM): Kindly contact the agency for this issue.
jason ka ching (6/15/2025, 7:48:25 AM): of cancellation
jason ka ching (6/15/2025, 7:48:48 AM): and u ask where does it say it was
cancelled by Finnair???
Yahia (6/15/2025, 7:49:14 AM): Can you please show me where is says it was
cancelled by Finnair?
Yahia (6/15/2025, 7:54:54 AM): Okay, this is a photo of the changed flight.
Yahia (6/15/2025, 7:55:29 AM): Where does it says that the booking was cancelled by
Finnair?
Yahia (6/15/2025, 7:55:42 AM): Kindly contact the agency to assist you with that.
jason ka ching (6/15/2025, 7:56:04 AM): u are incredible
Yahia (6/15/2025, 7:56:26 AM): Thanks for that!
Yahia (6/15/2025, 7:56:32 AM): Is there anything else I can help you with?