Finnair and Finavia
finnair.com and finavia.fi/en
We recently went live with a new articulation of the company and our values, and we’re pretty proud of it, although it was quite a journey getting there. In a company like ours where everyone’s view matters, and is taken seriously, it’s a tricky thing to summarise ourselves in a single website. But it’s super-important to us to present the best of who we are and what we do, as well as our culture John Oswald Global Principal of the Advisory Team
In an industry-first attempt to enhance the customer experience using biometrics, Futurice worked with Finnair and Finavia — Helsinki
Airport’s operating body — to build and test a facial recognition system for ‘hands free’ check-in.
The team used feature-based facial recognition technology, which turns facial images into untraceable biometric IDS, enabling the system to identify registered passengers on-the-go without having to store their images.
In a competitive environment like aviation, safe travelling, comfortable aircraft and good onboard service are taken for granted by the passengers. To gain a competitive advantage, a service provider must further enhance the customer experience in unprecedented ways, through innovative interactions and data security.
The system was used for a time-boxed pilot project at Helsinki Airport. By testing the new system with real passengers, the team proved that it has the potential to rejuvenate the entire departure experience and provided information on the use of this solution for other environments with large customer flows and tight security needs.
Also, the pilot project positively impacts the brand image of Finnair and Finavia, helping them to be perceived as customer experience champions and pioneers of new technologies.
Enhancing the customer experience of check-in was a key aim of the project
Finnair, Finavia and Futurice experimented with ground-breaking technology which has the potential to rejuvenate the entire departure experience.
Using biometric IDS begins with a facial image that is then used to facilitate the passenger’s hands-free check-in.