Helsinki Airport succeeded in maintaining its very good grades also during the COVID-19 pandemic in the Airport Service Quality (ASQ) survey organised by Airports Council International (ACI). In total, 84 per cent of passengers rated the airport as very good or excellent in July–September.
In July–September, the airport’s passenger satisfaction was 4.22 on a scale of 1–5, whereas the result in January was 4.19. There was a slight improvement from last year’s result of 4.15. The satisfaction of transfer passengers was 4.35, whereas in early 2020 it was 4.26.
Security, cleanliness, parking
During the third quarter, passenger satisfaction had increased most in parking, the cleanliness of bathroom facilities and the queueing times at the security control and check-in.
Very good feedback was received widely from many different areas, and included a sense of security at the airport, short queueing times, cleanliness and friendly staff.
The quarter-specific ASQ results are based on a survey of approximately 1,050 passengers at Helsinki Airport.
In total, 90 per cent gave a good COVID-19 grade
The air passenger survey at Helsinki Airport ordered by Finavia came to similar conclusions as the ASQ. According to the survey, passengers are overall very satisfied with Helsinki Airport.
Passengers also feel that Helsinki Airport has taken COVID-19 into account well in its operations, and up to 90 per cent of passengers felt that Helsinki Airport had reacted appropriately to the current COVID-19 situation.
In the spring 2020, passengers selected Helsinki Airport as the Best Airport in Northern Europe for the fourth time already in the international airport service survey conducted by Skytrax. The airport was also awarded for the best customer experience in its size category in the spring 2019 at the Airport Service Quality Awards. It’s the highest possible award for airports on the global scale.