Finnair’s A350 features a host of innovative passenger experience elements

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By Raymond Kollau

Finnair has been the first European airline to take delivery of the A350-900 and the third carrier worldwide (after Qatar Airways and Vietnam Airlines). Finnair’s 297-seat aircraft is configured in three classes with 208 seats in Economy, 43 in Economy Comfort and 46 in Business.

There is a lot to like about Finnair’s (and its design agency dSign Vertti Kivi & Co) approach towards designing the A350 onboard experience, which features several innovative elements.

1. Welcome Onboard: Galley Screen
On most widebody aircraft passengers enter the cabin at the so-called door 2 and often their first impression is the sights of an industrial-looking galley area. Finnair has come up with a clever (and economic) solution by installing galley screens that are lowered when passengers are boarding and which feature a striking photo.

Marisa Garcia from FlightChic summarizes it nicely: “There is a very clever introduction of Finland’s lush green nature with a calm forest image in a galley screen, which I found was an attractive detail. It helps the cabin feel fresh, quieting the disturbing visual noise of galley equipment. It’s really a very simple thing, but Finnair took the time to consider it.”

2. Mood Lighting: Northern Lights
A remarkable feature of the cabin is the dynamic mood LED lighting. When passengers board the plane, they are greeted by the sight of clouds drifting across a blue sky throughout the cabin (video), while cool Nordic blue shades resembling the Northern lights will set the mood as the plane approaches Helsinki.

In all, there are 24 lighting schemes, and for example a warm orange glow can be created to suggest an Asian ambience on flights to the Far East. Says Juha Järvinen, Finnair’s Chief Commercial Officer, “Finnair’s new Airbus aircraft feature a cabin interior largely based on the Space Alive concept developed by dSign, where the main idea is to change the mood of the cabin space as the flight progresses.”

The mood lighting is also integrated with the in-seat IFE system. Jouni Oksanen, VP Digital at Finnair tells, “We’ve also added a timeline for dimming of the displays. This means that during the flight the screens will adapt to the time zones the aircraft passes. When it’s night outside, it will be night on the screens so it does not light up a whole bunch of bright displays that disturbs people who want to sleep.”

3. Business Class: Ladies’ Room
Female passengers in Business Class have access to a dedicated Ladies’ Room which is stocked with cosmetics and other supplies from Finnish brand Clean (images here and here). Australian Business Traveller reports that the ladies-only lavatory will be made available to “high-flying hommes” in the event that there’s a higher than usual proportion of men to women in business class, but as a rule it will be reserved for women. Read full article »

Finnair turns its inflight wi-fi portal into an e-commerce platform

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By Marisa Garcia

Last year, Finnair committed to a fleet-wide investment in inflight connectivity, valued at USD33 million. The service was first made available on the airline’s new A350 aircraft (of which it currently has five in service), and further installations will continue through 2018 on both Finnair’s long- and short-haul fleets.

While some airlines still ponder the business case in favour of giving customers the wi-fi connectivity they want onboard, Finnair provides passengers in Business Class with free inflight wi-fi and has put its new ‘Nordic Sky’ inflight portal to work as a channel to offer new services to flyers, as well as boost ancillary sales.

The portal can be accessed on passengers’ own devices and gives all passengers free access to, plus Finnair services such as destination information, customer care and pre-order duty free shopping— with items purchased being delivered to the passenger’s seat on their return flight.

Reviving duty free sales
This onboard retail strategy is a departure from the tired trolley product push which has been part of the in-flight experience for decades. Technology allows Finnair to promote shopping opportunities while letting passengers enjoy the journey and letting cabin crew focus on more critical functions of passenger service and cabin safety.

“That’s why we’re using technology, the IFE, the portals we have. So that, if you want to shop, we enable that through the technological platforms we have onboard,” Finnair’s chief commercial officer Juha Järvinen told APEX last year. “We shall not increase the number of trolleys going back and forth in a corridor. That’s what you don’t want. The IFE technology and the wi-fi platforms enable you to do your shopping when you want, at your discretion.” Read full article »

Finnair and Helsinki Airport invite ‘Quality Hunters’ to co-create new products

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By Nikos Loukas, InflightFeed

In the past years, airlines and airports have teamed up with the general public in order to generate ideas for new and/or improved products and services, with several airlines implementing some of the co-created concepts.

Quality Hunters
Possibly one of the most innovative crowdsourcing initiatives is Finnair’s and Helsinki Airport’s ‘Quality Hunters’ program – which began in 2010 with Finnair seeking applicants from around the world to travel around the Finnair network, share their experiences and thoughts – with the aim to create new ideas to improve the passenger experience.  In 2010 Finnair received more than 5,200 applications from 90 countries from people wishing to become a Quality Hunter.

One of the innovations to come out of the Quality Hunters program is the popular second hand book-swap, which was implemented by Helsinki Airport after the 2011 program, whilst a popular idea that was shortlisted by Finnair and the community was ‘Meat Free Mondays’ offering only vegetarian meal options on Mondays.

Aku Varamäki, Social Media Manager Finnair explains “In 2010, [pr agency] Miltton initiated the idea of the program which saw Finnair participating alone in the project during the first season. We included Helsinki Airport the following year and have been doing this together since, to cover a more complete passenger experience.”

2013 edition
This year’s Quality Hunters program took a different approach than the previous editions and focused on group participation including brainstorming and idea generation. The Quality Hunters focus groups involve participants who genuinely care about the airline passenger experience, either as a passenger or a professional, and these Quality Hunters – active members in the Quality Hunters community engaging with the airline on Twitter or via their website – are invited by Finnair to come together over a weekend to create new ideas that improve the passenger experience.
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Finnair bets on China with route to Chongqing, a.k.a. ‘Chicago on the Yangtze’

By Vivek Mayasandra

In the highly competitive aviation industry, airlines have to think differently to evolve and grow. The challenge has been especially strong for European carriers, whose base in the economically troubled Eurozone, coupled with strong competition from low-cost carriers and Gulf-based airlines, has required them to look to new markets for opportunities. As the global economic center of gravity is shifting from Europe and the USA towards Asia, with subsequent increases in income, many European carriers are looking East for growth.

Finnair’s Asia strategy
Along with megacarriers Air France-KLM and Lufthansa, Finnair is one of the most prominent players in the Europe to Asia market. The airline has built a niche strategy around “Asia’s growing market, the best flight connections and cost-competitiveness” and has invested significantly into expansion in the region and into developing its Helsinki base into a prime transit hub.

According to the Center for Aviation (CAPA), Finnair has a near 7 percent capacity share of one-way seats between South Korea and Western Europe, a 10 percent share of Japan to Western Europe (ahead of British Airways), and an approximate 6 percent share of the China to Western Europe.

Via Helsinki
By virtue of geography, Helsinki’s location makes it the closest European Union gateway for flights between Europe and Asia. Finnair has leveraged this fact by promoting its Helsinki hub as a transit hub for travellers between its 40 European and 11 Asian gateways. According to CAPA, Finnair in the second quarter of 2012 deployed about 51 percent of its capacity (in ASKs) on routes to Asia, and this segment represented 43 percent of passenger revenues.

According to the airline, some 40 million passengers travel between Europe and Asia annually, and about half of these passengers fly non-stop from a major hub like London Heathrow, Frankfurt and Paris Charles de Gaulle with the other half connecting via an intermediate airport in Europe or the Middle East. Finnair strives to be among the three largest operators in traffic between Europe and Asia involving transfers during the trip.
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Finnair partners with iconic Finnish designers Marimekko for inflight amenities

By Jonny Clark, TheDesignAir

Finnair‘s inflight product has always been efficient, clean and simple, perhaps seen by most as more ‘bland’ than ‘brand’. However, they have recently launched a brand new partnership with Finnish designer Marimekko to provide them with new table-wear and fabrics for their airline.

Marimekko’s simple and elegant retro prints are all about great splashes of colour and with this injection into the airline, they will bring the fun back to flying Finnair, targetting specifically their Asian routes.

Finnair earlier this month showed off their new Marimekko liveried A340, that is adorned with Maija Isola’s iconic ‘Unikko’ flower motif, currently flying Asia routes from Finland. In the spring, when the new in-flight products will be rolled out, a second Marimekko livery with join the long haul fleet.

Stated on the reveal of the new design partnership, “Finnair has a strong design heritage, and this cooperation brings our design thinking to a new level,” says Mika Vehviläinen, Finnair CEO. “Our goal is to become a design airline, and bring our customers unique experiences for all five senses. Cooperation with Marimekko is an important step towards this target. Finnair aircraft will become roving ambassadors of timeless Finnish design and creativity, giving our customers a special experience when they fly with us.”

They will eventually be selling limited edition Marimekko-Finnair products onboard, in a move recently taken by KLM with their design partnership with Hella Jongerius for their Wold Business Class cabin, also being launched next year.
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Paris Charles de Gaulle airport and Finnair offer passengers free light therapy

Aéroports de Paris, which operates Paris Charles de Gaulle and Paris Orly airports, has dveloped a reputation when it comes to establishing innovative partnerships with well-known brands in order to enhance the airport experience. Following earlier initiatives with Sony (free Playstation ‘poles’), Sony (free mini HD-cinema), Gulli (branded play areas) and Samsung (music pods), the airport has now teamed up with Philips to develop light therapy pods, which passengers can use for free.

Last month, Paris Charles de Gaulle installed three so-called ‘luminotherapy spaces’ at the airport’s Terminal 2E. Passengers can use the pod 15-minutes for free to fight their jet lag or combat the winter blues, caused by a lack of ultra-violet light during the winter. The cocoons are equipped with Philips GoLiTE BLU lamps in different colors, a relaxing leather chair, and passengers can watch a didactic video that shows the benefits of luminothérapie. Aéroports de Paris operator says it wil decide whether to expand the service to other terminals at the airport based on feedback of passengers using the pods.

At the end of 2007, Aéroports de Paris and Philips also partnered for a limited time to offer a similar service during the winter season, while Philips has teamed with Westin Hotels & Resorts to offer guests at The Westin Chicago River North a stay in a specially designed Concept Room aimed at helping guests combat sleep troubles and jet lag.

Finnair light-emitting headsets
Meanwhile, Finnair just announced it will offer premium passengers on flights between Helsinki and Shanghai the ability to try out a “bright light headset” said to help passengers adapt to jet lag by channeling bright light into the brain via the ear canal. The bright light headsets, developed by Finish company Valkee, will be available free of charge to business class passengers during the month of April, before going on sale in-flight in May 2012.
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Finnair and Helsinki Airport employ ‘Quality Hunters’ to come up with new ideas

In a follow-up to last year’s campaign, Finnair in September 2011 launched a new public search for so-called ‘Quality Hunters’, this year in partnership with Helsinki Airport. Seven Quality Hunters, chosen from hundreds of applicants, travelled around the world for 48 days throughout October and November 2011, collecting ideas and insights on how Finnair and Helsinki Airport could improve the flight and airport experience. An eighth “Bonus Hunter” joined the group in November on the basis of his social media activities.

Seven categories
Each Quality Hunter was given a theme to focus on: food & beverages, entertainment, socialising, travel in business class, services, shopping and “on the move”. Their task was to collect product and service ideas and present them to Finnair and Helsinki Airport at the end of the project in early December. Finnair and Helsinki Airport in turn would commit to the best ideas for implementation. Says Finnair “We don’t need a list of flaws (we’re painfully aware of most of them already!) but we want to know how to fix things and go even beyond that.” […] ”As a part of renewing our entire service identity, we want to go further in charting the black spots of travel and finding creative solutions to resolve them.”

The Quality Hunters blogged and tweeted daily about their observations and ideas, made videos and acted as community managers. Visitors to the Quality Hunters website could set tasks for them, make comments and share their opinions, while passengers at Helsinki Airport could drop by at the Hunter’s Lounge, located between gates 32-38.
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Angry Birds take flight with Finnair

In a globalized world, airlines, especially legacy carriers, can differentiate themselves as a national brand ambassador. Think SWISS Air Lines’ ‘Taste of Switzerland’ food service, Alitalia teaming up with Italian luxury brands to improve the onboard amenities, KLM’s Dutch Design and British Airways renewed emphasis of its British heritage.

The latest addition to these ‘experiental marketing’ initiatives are onboard events. For example, Lufthansa currently operates so-called Oktoberfest flights, which sees cabin crew dressed up in traditional Bavarian costumes and serving hot pretzels. Estonian Air, meanwhile, has just operated its first ‘gourmet flight’, featuring a local restaurant chef personally introducing the menu of the month onboard. And today, Finnair operated an Angry Bird-themed flight between Helsinki and Singapore in partnership with fellow Finnish company Rovio, the creator of the popular Angry Bird game.

Angry Birds
In the Angry Birds game, players fling birds at structures to try to destroy pigs. It started on smartphones like the iPhone and on tablets like the iPad and then expanded to a large number of other platforms like web browsers and TV boxes that are powered by operating systems like Android. Since its launch two years ago, Angry Birds has turned into a worldwide phenomenon and has been downloaded over 350 million times. Thanks to the success of the game, it is also a sign of Finland’s prowess in technology (Nokia), entertainment (Sulake’s Habbo Hotel) and design (Helsinki is named world design capital 2012), something Finland’s flag-carrier Finnair intended to capitalize on with the launch of an Angry Birds themed flight, an idea which Rovio approached Finnair with last June.

Service and entertainment onboard the flight were in ‘Angry Birds style’, with cabin crew wearing angry birds approns and serving items from an Angry Birds’ menu to passengers. A real live Angry Bird was also present and passengers were offered passengers Angry Birds plush toys. Eight people were specially selected to be part of the trip and given free tickets in advance, including two Singaporeans, winners of an Angry Bird ‘Face-off Challenge’ at Singapore Changi Airport, who were flown to Helsinki the previous weekend. Read full article »

Innovative airlines 2011: #5 Finnair

In 5th place is Finnair, which has found itself a niche by focusing on transfer traffic to and from Asia. As part of a renewed strategy, announced in June 2010, the oneworld carrier’s goal is to be among the three largest transit carriers between Asia and Europe. In terms of the travel experience, Finnair says it wants to be the airline of choice of the quality- and environmentally-conscious passenger, and is looking to answer customer needs and expectations with “open-minded and innovative solutions.” 

Via Helsinki
Since the start of this decade, Finnair has been promoting Helsinki Airport as the ideal geographic hub to connect Europe and Asia, as well as cities like New York and New Delhi. This strategy has proved to be successful: In eight years, the number of passengers travelling back and forth between Europe and Asia via Helsinki has grown from 300,000 to 1,5 million in 2010 (out of a total of a total 6.2 million scheduled passengers). According to Finnair, about 50 percent of its revenues already comes from Asia. 

Part of their strategy to accommodate transfering Asian passengers, Finnair and Helsinki Airport were one of the first to introduce Mandarin-speaking staff at terminals to greet passengers arriving from China and to have airport signage in Chinese, Korean and Japanese. Also, passengers arriving from Asian destinations with under an hour to change flights are given boarding cards with a short connection notification which allow them to fast track security. 

Full-flat beds, Helsinki Spa & Saunas
With the phase out of its ageing MD-11 and the introduction of new A330s in early 2010, Finnair revamped its cabins on its long-haul aircraft, introducing full-flat seats in Business Class in a layout that gives 90 percent of the seats direct aisle access, while one third of the seats has no seat next to them. The airline also introduced a brighter furnishing in Economy and all classes feature mood lighting and in-seat power outlets. Read full article »

Finnair goes on an upcycling spree

We have reported earlier on how KLM, Delta and Virgin Atlantic have teamed up with outside designers in ‘upcycling’ initiatives that gave old uniforms and aircraft seats a second life as bags and other accessories. Not only is upcycling a good way to re-use discarded materials, it also make a great story behind the new products that were created out of old aircraft interior materials. Now Finnair is the latest airline to announce a series of upcycling initiatives.

Uniforms, seat covers, seat belts, curtains and life vests
In 2009, Finnair assigned Globe Hope the task of giving a new use to the fabric of Finnair’s discarded uniforms. Helsinki-based Globe Hope specializes in the design and production of clothing and accessories from recycled materials. The dark-blue fabric used in Finnair’s jackets and ties was converted into toilet bags and Globe Hope also turned Finnair seat belts into toilet bags for men. In early 2010, Finnair also commisioned sustainable design firm EDEL City with the design of a stylish bag set from used aircraft curtains and seatbelts. In June 2010, EDEL City’s launched the first item of its so-called ‘F-air-line’ collection, a luxurious shopping bag which retails for EUR59. EDEL City says it is planning more upcycled ‘F-air-line’ items.

Furthermore, as the vivid yellow material of old life vests also lend themselves perfectly to be re-used as high-visibility safety clothing for school children, Finnair donated 200 yellow safety vests to the first graders of two local schools.

Video monitors
In another upcycling initiative, parts of Finnair’s recently retired MD-11 aircraft have been refashioned by Finnish design agency Seos Design into energy efficient LED lamps. Says Pekka Kumpula, creative director at Seos Design, “I went to have a look around Finnair’s Technical Services facilities and became especially interested in the potential of the support elements for video monitors, from which the ‘First Class / Eco Lighting’ LED lamps evolved.”
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Finnair lends iPads to passengers for free, apps include customer feedback tool

We reported earlier how airlines are increasingly making Apple’s popular iPad device available to passengers in their lounges (KLM, Cathay Pacific, ANA) or rent them out in the air (Jetstar, airBaltic, Malaysian Airlines). Finnair is the latest airline to offer passengers the free use of an iPad device. The airline has made five iPads available for passengers in its Helsinki ‘Via Lounge’ in a one-month pilot this November. Later this month Finnair will also distribute the iPads for free in economy and business class on select flights to and from Hong Kong. The iPads have been loaded with dozens of applications and entertaining content, such as newspapers and magazines, films, TV series and games. 

Custom-made Finnair feedback app
In an innovative move, Finnair’s iPad devices also contain a bespoke customer research  application developed by the airline, which invites passengers to “explore a few ideas and give us your opinion.” Says Finnair’s Vice President Global Marketing Jarkko Konttinen, “We are constantly seeking new, innovative means for product development.” The Finnair survey app holds a dozen new product and service ideas considered by the airline, for example on inflight catering and onboard shopping. Passengers can rate their interest on a 1 to 5 scale on ideas such as the option to order food and drinks from the IFE system (a feature already offered by Virgin America, ANA and Air New Zealand), whether they want to learn more about the background of wines served onboard, or their preferred selection of items available for sale inflight (for example exclusive local Finnish souvenirs).

On a similar note, from June to August 2010, KLM used three iPads for a survey among passengers on its regional subsidiary KLM Cityhopper to test the feasibility of the device for passenger research. The iPads were dedicated for the survey with no entertaining content offered. Read full article »

Finnair launches public search for mystery flyers

Finnair’s goal under its new Vision 2020 plan, announced in May 2010, is to be recognized as the number-one airline in the Nordic countries and to be among the three largest carriers in terms of transit traffic between Asia and Europe. In terms of the travel experience, Finnair says it wants to be the airline of choice of the quality- and environmentally-conscious passenger, and that it is looking to answer customer needs and expectations with “open-minded and innovative solutions”. 

In this spirit, Finnair has just launched a public search for four ‘Quality Hunters’, whose task will be to travel to cities in Europe, Asia and the US throughout October and November, assessing flights, airports and destinations. As independent advisors to Finnair, they are expected to communicate their impartial views and recommendations to the company on a regular basis throughout the two-month period.

In addition, the Quality Hunters will share their ‘mystery flyer’ experiences with the public through frequent updates on their personal blog on the Rethink Quality website. At the end of the two months, followers can vote for the Top Quality Hunter. In return, those who vote or comment on the blogs have the chance to win intercontinental flights for two between Europe and Asia with Finnair. Aspiring Quality Hunters can submit their applications online until 26 September 2010 and must be available for travel from 4 October on. 
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Finnair opens new lounge and spa at its ‘Via Helsinki’ hub and goes full-flat in business

Since the start of this decade, Finnair has been promoting its Helsinki hub as the ideal geographic hub to connect Europe and Asia, and cities like New York and New Delhi. This strategy has proved to be successful: In eight years, the number of passengers traveling back and forth between Europe and Asia via Helsinki has grown from 300,000 to over 1,3 million in 2009 (despite Finnair’s Asian traffic declining nearly ten percent this year). Part of their strategy to accommodate transfering Asian passengers, Finnair and Helsinki Airport were one of the first to introduce Mandarin-speaking staff at terminals to greet passengers arriving from China, and to display signs in Chinese, Korean and Japanese. Also, passengers arriving from Asian destinations with under an hour to change flights are given boarding cards with a short connection notification which allow them to fast track security. 

To further position itself as the gateway between Europe and Asia, Finnair and Helsinki Airport have invested EUR143/USD207 million in a new terminal extension which opened earlier this month. The new Terminal 2 annex sports Finnair’s new 1,000 sqm lounge, and a 600 sqm spa, both with runway views. The Via Lounge has room for around 250 customers and its services include six private shower rooms, seating areas for working or relaxing, free Wi-Fi, three iMac PCs, and ‘Powerkiss’ workdesks (which use wireless technology to recharge mobile phone). The Via Spa is located just behind the lounge and offers 4 different saunas (including a traditional Finnish one). Designed with transit passengers in mind, the spa also has a cold water paddling pool and a mineral water pool to alleviate travel fatigue and the effects of jetlag. The rest area has loungers facing the runway, with the lower parts of the windows blacked out so people can’t see in.
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