The awarded Five-Star Global Airline rating is based on customers’ reviews checked against geolocation on their mobile devices.
Finnair has been awarded a Five Star Global Airline rating for 2019 by the Airline Passenger Experience Association, or APEX. The airline ratings are based entirely on verified feedback given by passengers.
Only 9% of airlines worldwide have received enough votes to be given five-star status in 2019. Finnair is one of 470 passenger-rated airlines, with the ratings coming through until July 31 this year.
Airline travellers were validated against confirmed itineraries and geolocation on their mobile devices. It is the first time Finnair has received a five-star rating from the US-based APEX organization.
Among the developments during the year that may have positively influenced passengers, Finnair names its renewed business-class service concept, new signature menu collaborations with top chefs and a renewed meal service for long-haul economy class.
The carrier is currently rolling out what it calls “the best-in-market internet connectivity” to its European Airbus fleet, while its mobile app has been downloaded over a million times.
APEX is the only non-profit membership trade organisation comprised of the world’s leading airlines, industry suppliers, major media groups and related aviation industry leaders.
“We are proud and grateful for this recognition from our customers,” says Piia Karhu, senior vice president of customer experience at Finnair.
“Customer satisfaction is a team effort that is created every day, with every single encounter customers have with us – be it onboard, at the airport, with our call centres or through our digital channels.”
She adds: “We have placed a strong focus on providing a personal customer service experience, and we have also rolled out several actions to improve the overall customer experience. It’s great to see this is recognised by our customers.”