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January 31, 2022updated 30 Jun 2022 5:13pm

A third of passengers choose routes based on airport reputation

The quality of customer service that is experienced by passengers is key in competition between airports. It has been suggested that a third of passengers choose their flight route based on the reputation of the transfer airport.

By Jasleen Mann

Finnish airport operator Finavia has commented on the importance of engaging with passengers and Helsinki Airport’s latest method allows them to name the airport after themselves. The airport can be renamed until  31 January using the airport website.

Katja Siberg, SVP of marketing and customer experience at Finavia, says: “Serving passengers is at the heart of Finavia’s strategy, and we want to provide world-class services at our airports.

“We believe that a great customer experience brings passengers back to Finavia’s airports and makes them recommend the airports to other travellers.”

Prior to the pandemic, more than 60,000 people used Helsinki Airport daily. However, this dropped to hundreds per day at the start of the pandemic. The airport places emphasis on two-way communication to support its customers, providing them with information directly.

Finavia has also highlighted the role that social media has in allowing the airport to engage with passengers. Helsinki Airport has social media platforms in Finnish, English, Russian, and Chinese. This allows the airport to share information about travel instructions, routes, and services at the airport, as well as the airport’s efforts to improve sustainability.

“The development of Finavia’s customer experience consists of four things: smooth processes, high-quality services, comfortable and functional spaces and friendly and in-the-moment customer service,” says Siberg.

“Helsinki Airport has been recognised for its continuous work to develop its services: Helsinki Airport was selected as the best European airport in its size category in 2020 winning the Airport Service Quality Award, rewarded by Airports Council International.”

The airport uses a system that collects all of the inquiries from any social media platform, email, phone call, or chat on its website into one channel for feedback, so that the airport can respond quickly and assess the themes discussed.

Helsinki Airport’s renewed terminal 2 opened at the end of last year. Terminal 2 is 30% more energy-efficient than what is required. Sustainability and decarbonisation goals were a key focus in the planning of the new terminal extension. The terminal has been built to be 30 per cent more energy-efficient than officially required.

In general, the airport has followed many trends in the airport industry such as digitalisation, touchless travelling, and biotechnics. The technology that is in use at the airport also extends to health security.

Nanotechnology-based coating is used to remove viruses and bacteria from airport surfaces and furniture while the new terminal uses ultraviolet light disinfection technology for the handrails of escalators and air purifiers in the lifts. The air purification technology which was originally developed by NASA, is used to purify the indoor air of spacecraft.

Transfer times are now expected to be shorter as a result, without a need to change terminals as the airport has been developed to accommodate passengers for all services.

Finavia manages 20 airports in Finland and continues to consolidate its reputation in relation to the passenger experience.

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