What the Finns did next

Finavia believes that travel is not just about movement, it’s also about moments worth remembering. It aims to be a leader in customer service and launched its CX Academy during the spring of 2017, so Tony Mallet went to Helsinki to find out more.


Finavia has launched the CX Academy at Helsinki, which is dedicated to improving customer service.
(All photos author)

Finavia operates 21 airports in Finland, and claims Helsinki (HEL) is the bestconnected airport in the Nordic region. Throughput at its largest hub was around 17m ppa in 2016, and forecasts suggest it will exceed 20m by 2020. Growth in transfer traffic and Finland’s increasing reputation for hospitality, clean air and unspoilt natural environments is driving an almost constant programme of infrastructure development, designed to accommodate the extra traffic. Finavia is in the midst of delivering a €900m project that will expand the terminal by 1,100,000 sq ft (103,000m2), increase the baggage handling capacity by 50%, double the number of airbridge-served gates for widebody aircraft from eight to 16, and bring 5,000 new permanent jobs to the airport.

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