12 DECEMBER 2011


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Article from BTNews 12 DECEMBER 2011

Finnair is very smart for 2012

It now calls itself a boutique airline and let us face it, Finnair will never be as large as some.  It is a niche product, and a very good one too, offering a north Europe hub from Helsinki to the Far East.

For 2012 it has come up with new uniform designs, but not just any uniform. A real ‘in-house’ product.

The carrier has created a Service Design Unit, the first of its kind in the airline business.  The job of the Service Design Unit is to create a holistic approach to customer service that optimizes the customer’s experience at every stage of their journey, from the initial point of contact – researching when, whether, and with whom to fly – to the arrival at the final destination.  The scope of the unit’s work encompasses not just flight crew and cabin service, but virtually every aspect of Finnair’s behind-the-scenes operations, from chefs and gate agents to top management.  From the UK, routing from both Heathrow and Manchester you should see the results of this innovation soon. www.finnair.com

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