Open, honest treatment of customers and expert, friendly service underlie the operations of a reliable, punctual airline. In every situation Finnair, too, must do all it can to promote safety and passenger comfort.
During 2004 Finnair Group airlines carried more than eight million passengers, of whom 62 per cent were Finns and 38 per cent citizens of other countries. In 2004 the rapidly growing Asian routes accounted for 616,400 passengers, of whom 19 per cent were Finns. During the year Finnair carried 51 per cent more Japanese passengers, who represent an expanding customer group.
Punctual and comfortable travel
Finnair aims to be a quality, reliable and responsible airline. Customer satisfaction in 2004 was again excellent. In a comparison of European airlines, Finnair was ranked first for business class on European routes in the summer of 2004. Finnair was also Europe's most punctual airline (AEA, arrival punctuality).
The continuing fleet renewal programme plays a key role in the service quality experienced by the customer. With modern aircraft and technology, Finnair strives to enhance service efficiency and passenger comfort. Significant steps forward in this respect have been the acquisition of the Airbus A320 fleet and investment in Embraer 170 jet aircraft. A young, modern fleet also delivers a higher level of safety.
Customers' wellbeing and safety
Aviation medical services have developed significantly in Finnair in recent years. Finnair has invested in medical equipment used on aircraft and in the medical training of flight personnel. The standard of medical equipment on long-haul flights is clearly higher than that required by air transport regulations.
Cooperation with the company MedLink World Doctor ensures that advanced special care can, if necessary, be given to a customer who falls ill. MedLink's 24/7 in-flight access means that medical specialists can be contacted during a flight as the situation requires.
The tsunami that struck Indonesia, Sri Lanka and southwestern parts of Thailand on 26 December 2004 caused widespread destruction. Immediately and on its own initiative, Finnair began evacuation measures to repatriate thousands of Finns. In the Finnair Group, thousands of airline and Aurinkomatkat-Suntours employees helped those in distress, both in the affected areas and in Finland. Finnair's experienced and responsive emergency management team as well as its 24-hour preparedness were of great help in constructing an overview if the situation and reacting quickly. |