"We develop Helsinki Airport’s services and customer experience based on data. With the predicted queue time for security control, passengers may check an estimate of the queue, and plan their arrival at the airport more smoothly. Our goal is to further improve the customer experience at security control," says Hanna Hämäläinen, Director of Passenger Services at Helsinki Airport, Finavia.
Finavia has been collecting passenger feedback on the forecast since October 2024.
"We also added information about the number of departing passengers every 30 minutes to the forecast," Hämäläinen adds.
The forecast is available on Finavia’s website.
Pilot results: praise for usefulness and everyday predictability
The service has received over 200,000 views on Finavia’s website, and a large amount of feedback has been collected through the website’s feedback form. The feedback has been mostly positive:
"Serves extremely well. Provides predictability and makes traveling with family easier."
"This service worked perfectly. Less stress – now you know what to expect in advance. Thank you, and hopefully this becomes a permanent feature!"
Areas for improvement identified
Users of the queue time forecast also suggested improvements, such as a longer forecast view or a display of actual past queue times.
"We thank users for all ideas and feedback," says Hämäläinen.
Some users also reported technical issues where the forecast did not display as expected on the website. These are currently being addressed.
"Since the feedback has been encouraging and there is clearly demand for the service, we will continue offering the queue time forecast as a permanent part of Helsinki Airport’s digital services. We want to provide passengers with a smooth airport experience where predictability and up-to-date information play a key role," Hämäläinen concludes.
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Finavia pilots the predicted queue time service for security control at Helsinki Airport
