Airline Experience: FinnAir
Shailesh Grover
Tech-savvy Senior Executive | Customer Centric Entrepreneurial Mindset | Driving Business Results | Strategic Leader & Innovator | Passionate about Empowering Teams | Change agent
This is an experience from 2017 although I’m confident things are still the same even today when it comes to this specific example. I was flying from Hong Kong to London and since it was FinnAir, there was a stopover and change of aircraft at the Finland airport.?
From what I remember, the flight reached Helsinki, Finland early morning and was slightly ahead of schedule which is brilliant. I got off the plane to go to the FinnAir lounge only to find out that it had still not opened, even though there was staff inside preparing for the breakfast service, etc. I had to wait for about an hour before they pulled the shutter open and let me and other passengers in.
Normally it doesn’t really matter, but given this was FinnAir and it was Helsinki and the flight was early to land - it feels odd for the various systems and processes to not be joined up around providing a great customer experience. A delightful experience would have been for the announcement to happen on the flight staying that the lounge has been opened since we are landing ahead of the scheduled time.?
It’s generally evident that the experience is extremely different before, during and after the flight on most airlines. Why is it so hard for their systems to talk to each other and for the processes to be aligned. Why is the governance of each part of the end-to-end customer experience done by a different silo.?
https://twitter.com/sgr0ver
Client Partner, Country Manager Malaysia
1 年This would require agreement from multiple unions and countless committees. Thank your lucky star you were inside the airport terminal and not left outside with the howling wolfs.
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1 年Right, Shailesh that has been the bane of the Customer Experience in most cases. My experience with #singaporeairlines has been tremendous. I had landed up at KualaLumpur Airport in the evening I had asked my EA to check all the documents and she said everything is fine. But, to my dismay my passport has been renewed in June 2017 & my visa was for 1 year but as per the laws the Visa should be in the new passport as per the #Malaysia Govt.. The Immigration guys put me into a situation the options were limited. Either, I can enter the country by paying for 7 days visa & change my return Tickets or I could roam around at the Airport & comeback after 0.00 hours date would change. To cut the long story short I explained my situation to the Singapore Airlines Lobby Manager. The person immediately helped me politely though I was not entitled to be in the lounge, as it was post flight to stay and rest in the lounge with food. When I tried to pay, she refused the payment or gratuity but won a customer. That is what CX is, I don't travel other Airlines in the region.