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Passengers happier with airport services

Press release
Article published
22.1.2013 at 07:35
The annual customer satisfaction survey by Finavia says that passenger satisfaction with airport services in general has improved. Passenger experiences of provincial airport services and customer experience developed favourably from the previous year. Check-in, the performance of the security check, the service attitude of the staff and the tidiness of the terminal got high grades in almost all parts of the airport network.

The best airports were Jyväskylä, Kajaani and Kokkola-Pietarsaari. Compared to the results in 2011, passenger satisfaction increased the most in Vaasa, Kokkola-Pietarsaari and Oulu. The survey included eight themes, such as check-in, service attitude, parking arrangements, signs, the performance of the security check, toilets, cafe and restaurant services and enjoyability. The results of customer satisfaction surveys play a vital role in developing Finavia’s operations. The goal is to identify the needs of airlines and passenger customers in more detail and thereby to develop the services and customer experience. ”Many airports have worked hard to develop the security check processes and also to improve other aspects of customer service. We have provided staff with training and renovated security check areas. Passengers find the new things positive. At the same time, we must ensure that the airports have flexible, cost-effective operating models so that Finavia can provide airlines with services that meet demand and support airlines' opportunities to maintain regular routes throughout Finland," says Joni Sundelin, director of Finavia's provincial airport network. The survey was conducted as personal interviews at 15 airports and 3,859 passengers participated in 2012. Airports included in the survey: Oulu, Tampere-Pirkkala, Turku, Vaasa, Kokkola-Pietarsaari, Kuopio, Joensuu, Jyväskylä, Rovaniemi, Kittilä, Ivalo, Kemi-Tornio, Kuusamo, Kajaani, and Lappeenranta. Services at Helsinki Airport are monitored through an international Airport Service Quality Survey.