Finavia: Improving customer experience for Chinese travellers

Learn how we helped Finavia increase its cultural knowledge and improve customer experience for Chinese travellers

Finavia is a Finnish airport company that enables smooth international flight connections through its national airport network. Finavia's network of airports consists of 20 airports across Finland. Of these airports, 19 serve primarily passenger transport, while two serve solely military and general aviation operations.

The Challenge

Finavia has invested strongly in growing its Asian operations. The results are starting to show in the number of Chinese customers, with a 50% increase taking place between 2014 and 2016. To stay on this growth track, Finavia has invested in increasing its cultural knowledge and developing the customer experience for Chinese travellers.


The Solution

To meet this need, Acolad organized a series of cultural training sessions for Finavia's people in 2016.

Watch the video to find out how cultural knowledge helped create success factors for Finavia!

HR Partner Sami Laine from Finavia and cultural coach Juha Moilanen from Acolad discuss how increased knowledge of Chinese culture helped create new opportunities for Finavia to serve Chinese travellers even better.

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