As Finnair prepares to ramp up its operations, the
airline asked customers how they feel about traveling by air
Over 3,000 Finnair Plus Loyalty program customers, across
all tier levels, responded to Finnair’s customer survey.
the respondents said they were already thinking about leisure
trips by air, and almost nine out of ten customers surveyed said
they expected to fly at least once within the next year.
“We expect air travel to start gradually
recovering from July onwards, and our customer survey supports
this – customers are clearly looking forward to future travels,”
said Ole Orvér, Finnair Chief Commercial Officer. “We start
operating to some 40 European and Asian destinations in July and
will gradually increase frequencies and routes as demand
According to the survey, half of the respondents
were eager to travel by air for leisure, while 36% had a neutral
attitude towards air travel for leisure. Almost 90% of customers
expect to fly at least once over the next 12 months.
77% mentioned removing travel
restrictions to be a prerequisite for their air travel. Many
European countries are easing or removing travel restrictions
during the summer.
61% of the respondents planned to take a leisure
trip to a European destination, while 45% planned to travel within
Europe for business. Germany and Spain were named most often as
the destinations for the next trip.
Over 20% of respondents said that they were planning a business trip to Asia,
with China, Japan and Thailand the most popular Asian
Finnair’s domestic destinations were mentioned as
leisure and business destinations by 17% and 18% of the
The survey showed that the COVID19 pandemic has
brought new criteria for choosing an airline. The top three
drivers for choosing an airline included the airline’s ability to
ensure customer wellbeing and health during the trip, ticket
prices, and flight schedules.
Aircraft cleaning and the possibility to ensure
good hand hygiene were mentioned as the most important means for
easing the concerns of travel safety. Also, some 65% of the
respondents said that a requirement to wear a mask would ease
their concerns either a moderate amount, a lot, or a great deal.
Finnair has introduced several measures to safeguard customer
health and safety during the corona pandemic.
“We have further
intensified aircraft cleaning, hand sanitizers are available at
Helsinki Airport, and we distribute sanitizing wipes to all
passengers,” said Orvér. “By wearing face masks, we protect each
other from possible droplet transmission, and masks are a
requirement for both customers and crew.”