Finland Rates Passenger Experience a High Priority

Finland Rates Passenger Experience a High Priority

Last year Finavia took on a new CEO, who said that passenger experience, capacity and cooperation with airport customers would be a focus on his plan to continue to build growth over its network of 21 airports across Finland. Kimmo Maki took over at the beginning of 2018, and within the first six months, growth rates hit 119% – handling 10.1 million passengers through Helsinki Airport alone. This has significantly strengthened Helsinki Airport’s position in the growing Finnish economy as a hub serving both Europe and Asia.

Maki insists that airport performance was already on a high level and playing a ‘key role in the competitiveness and accessibility of Finland’. His focus has been gaining a wide understanding of the improvements that need to be made. In his background, his experience of logistics had echoes of the challenges faced within an airports business, such as within the implementation of investment and the front-facing complexities of customer-oriented services.

Coping with growth and maintaining passenger satisfaction

Classed as a relatively remote area, Finland’s connectivity is vital. Passenger numbers through Helsinki are rising on average at 10% year-on-year and plans for investment and expansion should take capacity to 30 million passengers per year. As the airports grow busier, operators need to work harder inevitably to maintain customer service and the positive experience that Helsinki passengers have grown used to.

Growth is more about just capacity. There are many opportunities for growing airports to harness additional revenue streams in the provision of better passenger facilities. Integrating new technologies can relieve premium terminal space and offer passengers more choice in how they spend their time in the airport before flights. Today’s passengers can have greater access to multi-lingual information and receive real-time updates, weather and tourist info and feel more in control of their journey.

Investing in infrastructure

Implementing infrastructure changes can contribute to greater flexibility for airport operators. The use of technology and integrable IT solutions can streamline and simplify routine check-in and baggage systems, for example, but can also provide cost-effective ground handling improvements, accurate contracts, reporting and billing and ensure seamless compliance through automation.

As Helsinki invests in capacity expansion, it looks also to making investments into infrastructure to enable the introduction of solutions to simplify and make operations management more transparent.

A-ICE understand that passenger experience is a high priority for a growing number of airport and airline industry players. With competition high and margins tight, airlines and operators need flexibility and scalability to cope with rising passenger numbers, capacity and compliance requirements. We’ve developed a range of integrable airport solutions that work right out-of-the-box, delivering a simplified, automated approach to core processes. We believe in customer satisfaction too, and we work closely with our clients to make sure the solution fits their unique needs. Scalability, security and seamless communication lie at the heart of our solutions – talk to us about how Finland are securing their future passenger experience – what do you need to do about yours?


A-ICE srl 2023
VAT no.: IT-04492870961