Finnair is a forward-thinking airline that has made changes in its retail strategy, including the discontinuation of inflight retail services. Tiina Tissari, Vice President of Customer Experience and Products at Finnair, explains in an interview how the airline is using digital innovations to provide a more seamless passenger experience, its new retail approach, and the elevated long-haul concept.
FinnairFinnair is prioritizing the use of digital innovation to provide a more seamless passenger experience throughout the entire journey. Tiina Tissari, Vice President of Customer Experience and Products at Finnair, emphasizes the airline’s commitment to constantly exploring new ways to improve the customer experience using digital solutions. The Finnair mobile app, for example, has been designed to support customers in every step of their journey, allowing them to manage bookings, loyalty program membership, travel extras, check-ins, and receive timely updates about their journeys. The airline’s home hub, Helsinki Airport, is also undergoing a total transformation to facilitate smooth and contactless travel.
Finnair has redesigned its inflight entertainment system and interface, which will be available across its long-haul fleet along with fully renewed cabins in 2023. The new system will provide an overview of flight progress and adapt to the different stages of the journey, allowing for an appropriate cabin ambience throughout the flight. Finnair is continuously developing its chatbot to solve more complex tasks, such as booking special meals or changing bookings, and this service can be accessed through the Finnair mobile app. The airline’s digital capabilities have been crucial in enhancing customer service after the pandemic.
Finnair launched its “elevated long-haul concept” a year ago and is now in the process of introducing it across its entire long-haul fleet. According to Tissari, the feedback has been positive, and the new concept differentiates the airline’s experience. The AirLounge seat in the long-haul Business Class is the flagship product of the new concept. It is designed to provide a comfortable residential environment, with more flexible living space and the elimination of complicated seat mechanisms. Finnair also introduced a new Premium Economy class with enhanced comfort and ergonomics, while the long-haul Economy Class has been refreshed with lighter seats, personal stowage options, USB connectivity, and larger IFE screens. The makeover will also extend to Finnair’s A350 aircraft, which will receive new seat covers and an updated IFE user experience
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