I travelled to St. Petersburg, Russia last summer with Finnair. They lost my bag and told me it was at the airport. The airport official wanted money to release it to me. After 4 days and much pleading and emails and phone calls (in the hundreds) my bag was delivered. Three days later when I left they lost my bag again. It was a one way direct and I was there three hours early. It seemed deliberate -- a response to my complaint. I have flown all over the world and have never had an airline as rude and non responsive as Finnair. After 31 days they finally told me I should have spent $150 on toiletries and they would have - in that case -- reimbursed me. Of course I didn't buy anything when I knew where my bag was -- being held hostage at the airport. Finnair ruined my trip to see my children, most of the trip was caught up in desperately trying to get my bag. Is there nothing I can do? I teach Services Marketing at a university and I have never seen such arrogance and non-responsiveness. Their phones were not answered, their forms didn't work, they ignored emails, it was like they were trying to provide bad service. Is there nothing I can do? I want money and a real apology.