Going local and engaging with the world Finnair - Maarit Keränen

Going local and engaging with the world

                Finnair

            Maarit Keränen

Finnair – Who we are

• More than 8.7 million passengers
  and 2.4 billion EUR in revenue in
  2012
• Modern, fuel efficient and
  streamlined fleet
• Member of the oneworld Alliance
• Leading European airline in customer
  service: Selected as the best airline
  in Northern Europe by World Airline
  Awards 2010, 2011 and 2012
• Goal: Asian revenue to double by
  2020 (from 2010 baseline)
• Mission: The most desired airline in
  Asia-Europe traffic, among the three
  largest

Pioneers in connecting East and West

    • 1983 First airline to fly nonstop between Europe and Tokyo
    • 1985 Regular service begins to Bangkok and Singapore
    • 1988 Finnair becomes first Western European airline to fly nonstop to
      Beijing
    • 1990s Frequency to Japan and China increases; company begins to
      reorient overall strategy toward Asia
    • 2000s Direct service expands to Hong Kong, Shanghai, Seoul, Osaka,
      Nagoya and Delhi
    • 2012 Finnair becomes the first airline to provide scheduled nonstop
      service between Europe and Chongqing
    • 2012–2020 Traffic and revenue to Asia to double

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The heart of
a New Silk
Road
Flying via Helsinki
means the
geographically
shortest route, smooth
and uncongested
transits, and straighter
flights that generate
fewer emissions.

Fast Northern Route
  The world is not flat!

                                    Helsinki
                                                           8.950km

                                Frankfurt
                                                                  Shanghai
   The shortest direct
   route looks longer                            10.450km
   on a map
   projection

The shortest great circle route between Europe and Asia goes via Helsinki.

Europe’s youngest fleet
We operate Europe’s youngest and most eco-efficient
fleet. The average aircraft age is seven years, and
three years on intercontinental flights. Currently our
fleet consists of approximately 60 airplanes.

Finnair fleet

     AIRBUS A340                                AIRBUS A330

     AIRBUS A321                  AIRBUS A320                 AIRBUS A319

                   EMBRAER E190                       EMBRAER E170

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Smooth transfers
Via Helsinki
Transfer fast and convenient at
Helsinki airport where everything
is under one roof. Minimum
connection time is only 35
minutes.

Finnair Lounges at Helsinki airport

 Have a moment for yourself in Finnair Schengen   Let Finnish design amaze you in Finnair Non-
 lounge surrounded by beautiful Finnish design.   Schengen lounge that offers a peaceful
                                                  atmosphere for dining and resting.

Eco-smart airline
Modern fleet, straight routes, and
green landings at Helsinki airport
guarantee less emissions.

Finnair Customer Experience Vision
     statement

     ”We promise peace of mind through everyday
     usability, well designed details and delightful
     moments in all service encounters – We care
     about you”

11    19. huhtikuuta 2013                    Presentation / Firstname Lastname

Vision statement components
     ”We promise peace of mind through everyday usability, well
     designed details and delightful moments in all service
     encounters – We care about you”
                             Customer service elements needs to be cost efficient and as
                             easy to use as possible for the customer from technology
                             solutions to encounters with service personnel. This also
       Everyday usability    includes well documented and easy to use processes and
                             active communication towards customers in different
                             channels. Information about different customer service items
                             needs to be easily found for customers.

                             All service elements need to be well designed based on
                             processes and customer needs respecting the industry
             Well designed   regulations. Details of each element need to be well
                             documented and information easily available for both
                details      customer and personnel in all service channels. Services are
                             seamlessly enabled and provided to customers.

                             By providing customer friendly and boldly distinctive services
                             we are able the generate delightful moments to customers in
                             all parts of the customer journey. Also in unexpected
      Delightful moments     situations these moments can be created by providing fast
                             and well designed easy to use services to customers. Our
                             service encounters need to be sincere and warm.

12   19. huhtikuuta 2013                                                  Presentation / Firstname Lastname

Our Vision

  The Most Desired Option
 Between Asia and Europe
              &
Nbr 1 in the Nordic Countries
                   As well as

  to double our flights to Asia by the year 2020

Finnair Fundamentals to Differentiate

We are not a luxury airline. Our nature is neither to be one of the low-cost
 airlines. But we know how to combine quality, cost and operative
 efficiency.

At the same time, design is a fundamental part of Finnair heritage and
  existence. For Finnair, design is a unique opportunity to differentiate
  from our competition in a unique way.

Foundation and elements of brand
identity

Some of the components of the identity are:

• A distinctively visual appearance of physical environment taking advantage of
  Finnish nature and design
• A high-quality, personalized customer service
• Stories behind physical elements
• Relevant and personalized customer communication throughout the customer
  journey
• Taking advantage of technological solutions that make travelling easier
• The element of surprise - leveraging all five senses
• Manage my travel - design your own experience

DIFFERENTIATION THROUGH THE CUSTOMER EXPERIENCE

      AIMING AT A DIFFERENTIATING
      CUSTOMER EXPERIENCE

Designing Peace of Mind
• Strong focus on customer service

  – We put the human experience first for
    Peace of Mind
  – Finnair Service Indentity
  – Employees have the license to act;
    customers are treated as individuals

• Local cabin crew members in Asian routes

• Our basic values: quality, freshness and
  creativity

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                                             19. huhtikuuta 2013

Marimekko for Finnair
Finnair and Finnish design house Marimekko
teamed up to enhance the air travel experience
with a new design partnership.
http://www.youtube.com/watch?v=QlGOkY7FcS
w

Marimekko onboard

• From spring 2013 all Finnair aircraft will
  feature a Marimekko for Finnair collection of
  textiles and tableware, featuring
  Marimekko’s classic patterns.

• Two of Finnair’s long-haul aircraft, operating
  between Helsinki and Finnair’s Asian
  destinations, will also wear Marimekko
  design, Maija Isola’s iconic Unikko floral print
  from 1964.

Cooperation with Finnish Top Chefs

     Chefs`menus SEP 2013
     Mr Pekka Terävä and Mr Tomi Björk

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Welcome on board!

Thank you