The operating model developed by Finnair helps the company’s Control Centers in managing the effects of delayed flights. The company wanted to enhance this essential optimizing work, and Vincit was invited to throw in its service design expertise. As one result of this collaboration, the pilots were engaged in decision-making, and the information flow was lifted to new heights.
Data / Design / UX
Finnair – service design makes optimization work fly
Every change creates a chain reaction
With the latest renovations, the Helsinki-Vantaa airport is a world-class entity that will be able to serve up to 30 million passengers in a year. It is also Europe’s leading transfer hub for passengers arriving on long-haul flights and continuing their journeys. The role of a network carrier requires extremely precise procedures from Finnair, as flight schedules change continuously. Even one flight’s delay causes a chain reaction that requires prompt decisions about what to do next. This is where cost information on the alternatives becomes essential, not to mention the total effects.
When the right information can be delivered quickly from the large mass of data, those making the decisions have a reliable foundation for choosing the measures that benefit both the passengers and the airline the most.
Clear processes and fast-moving information
When the personnel must make decisions without sufficient data or operating model, the possibility of mistakes increase, and the best decisions can’t be made. For example, increasing aircraft speed saves several minutes of flight time, but burns a lot more fuel. If those saved minutes can’t be utilized as the plane arrives to the airport, there is no use to increase speed in the first place. That is why the decisions must be based on the right information, that is at the right people’s disposal.
With Vincit, Finnair sharpened the personnel’s operating and communication processes into a more efficient and functional package. In addition, the processes supporting decision-making were precisely described and working models established down to details. The outcome was communicated both to the Control Center professionals, as well as to pilots to whom the system was entirely new.
Economic customer satisfaction
Thanks to the new operating model, Finnair’s Control Centers and pilots can collaborate in a way that was not possible before. The proactive data input about costs of a delayed flight provides valuable tools for decision-making. When this data can be transmitted into the cockpits of long- haul flights as early as possible, a collective agreement about the measures that provide the best results can be reached. And when the number of delays can be reduced, also the customer experience improves.
As several new users joined the process, it was worthwhile to get outside expertise to help describe and communicate it. The collaboration with Vincit went well, and the help from outside proved to be more valuable than what we initially believed it would be. Everyone has been satisfied with both the project and the results.
Vincit absorbed the brief even surprisingly well. It was altogether beneficial to have discussions about how things proceed, and how the project moves along. We will carry out similar exercises also in the future.
Finnair is a network carrier that provides the Finns with comprehensive flight connections by connecting Europe and Asia using a short Northern route. Finnair, established in 1923, is also one of the oldest airlines in the world – and with its home base, Helsinki Airport, Finland’s gate to the world.