When asked whether Helsinki Airport had appropriately responded to the COVID-19 pandemic in its operations, nearly 90% of passengers completely or somewhat agreed. The positive feedback covered measures such as the availability of hand sanitiser, Finavia’s mask recommendation, excellent instructions and observing safe distances.
“We currently receive vast amounts of customer feedback that we analyse and use to develop our operations. It’s quite encouraging to hear that 89% of respondents rate our measures as excellent. During the COVID-19 pandemic, we have closely cooperated with the authorities and health care experts so that we can do everything in our power to prevent the coronavirus from spreading,” says Katja Siberg, SVP, Marketing, Corporate Communications and Customer Experience.
“This demonstrates that we are doing the right things. I want to thank our staff and all the operators at the airport for working with us in offering our passengers an airport where health and safety is thoroughly observed,” says Ulla Lettijeff, Director of Helsinki Airport.
When asked about suggestions for development, several passengers mentioned that not everyone at the airport uses a mask. Finavia strongly recommends that all passengers use a mask, but masks are not mandatory for passengers in the terminal facilities. Finavia requires workers at the airport to use a mask when working at customer touchpoints. These instructions concern both Finavia’s employees and the staff of other companies operating at the airport if the work includes customer service.
Large number of additions to passenger safety
Due to the COVID-19 pandemic, Helsinki Airport has made changes to its passenger processes and introduced a large number of measures and instructions aimed at preventing the spread of the coronavirus. The changes will be evident to passengers in various practical details. So far, Helsinki Airport has installed 100 protective see-through barriers at service points as well as 300 hand sanitiser dispensers around the terminal. The floor now features 2,000 stickers reminding passengers to keep a safe distance, and more than 100,000 face masks have now been used at the airport. In addition, passenger announcements have been increased, and arrivals, for example, now hear two back-to-back announcements in three languages every seven minutes.
In addition to the measures taken by Finavia and the authorities, passengers are responsible for maintaining good hand, coughing and sneezing hygiene and keeping safe distances. For this reason, we have compiled a list of things to keep in mind when travelling during the COVID-19 pandemic. Read more.