Finnair received a Future Travel Experience (FTE) Ancillary Gold Award for its ancillary offering across its digital channels during an FTE conference in Dublin on Monday.
Finnair has designed omnichannel ancillary services offerings through its booking engine at Finnair.com, through the Finnair mobile app, as well as through the Nordic Sky Wi-Fi portal available on long-haul flights. The airline also effectively promotes “add-on” services through personalised messages sent to travellers with reservations prior to their trip.
Finnair offers a wide range of ancillary services that customers can use to tailor their travel experience: customers can book their ride to the airport and back already when making their flight reservation, upgrade their travel class, pre-order inflight meals, reserve seats, pay for additional baggage and buy various destination services.
As a result of this multi-layered strategy, the share of ancillaries in Finnair sales has increased steadily.
“We want to offer services that improve the customers’ travel experience and add comfort. Ancillary services enable everyone to tailor their trip, for example by adding travel comfort or booking a transportation to the airport. We these new services together with our customers and our personnel, aiming to continuously improve the offering,” says Sari Nevanlinna, Head of Ancillary Business at Finnair.
Finnair has set targets to nearly double its 2016 ancillary revenues by 2020.