Going local and engaging with the world. Finnair. Maarit Keränen

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1 Going local and engaging with the world Finnair Maarit Keränen

2 Finnair Who we are More than 8.7 million passengers and 2.4 billion EUR in revenue in 2012 Modern, fuel efficient and streamlined fleet Member of the oneworld Alliance Leading European airline in customer service: Selected as the best airline in Northern Europe by World Airline Awards 2010, 2011 and 2012 Goal: Asian revenue to double by 2020 (from 2010 baseline) Mission: The most desired airline in Asia-Europe traffic, among the three largest

3 Pioneers in connecting East and West 1983 First airline to fly nonstop between Europe and Tokyo 1985 Regular service begins to Bangkok and Singapore 1988 Finnair becomes first Western European airline to fly nonstop to Beijing 1990s Frequency to Japan and China increases; company begins to reorient overall strategy toward Asia 2000s Direct service expands to Hong Kong, Shanghai, Seoul, Osaka, Nagoya and Delhi 2012 Finnair becomes the first airline to provide scheduled nonstop service between Europe and Chongqing Traffic and revenue to Asia to double 3

4 The heart of a New Silk Road Flying via Helsinki means the geographically shortest route, smooth and uncongested transits, and straighter flights that generate fewer emissions.

5 Fast Northern Route The world is not flat! Helsinki 8.950km The shortest direct route looks longer on a map projection Frankfurt km Shanghai The shortest great circle route between Europe and Asia goes via Helsinki.

6 Europe s youngest fleet We operate Europe s youngest and most eco-efficient fleet. The average aircraft age is seven years, and three years on intercontinental flights. Currently our fleet consists of approximately 60 airplanes.

7 Finnair fleet AIRBUS A340 AIRBUS A330 AIRBUS A321 AIRBUS A320 AIRBUS A319 EMBRAER E190 EMBRAER E170 7

8 Smooth transfers Via Helsinki Transfer fast and convenient at Helsinki airport where everything is under one roof. Minimum connection time is only 35 minutes.

9 Finnair Lounges at Helsinki airport Have a moment for yourself in Finnair Schengen lounge surrounded by beautiful Finnish design. Let Finnish design amaze you in Finnair Non- Schengen lounge that offers a peaceful atmosphere for dining and resting.

10 Eco-smart airline Modern fleet, straight routes, and green landings at Helsinki airport guarantee less emissions.

11 Finnair Customer Experience Vision statement We promise peace of mind through everyday usability, well designed details and delightful moments in all service encounters We care about you huhtikuuta 2013 Presentation / Firstname Lastname

12 Vision statement components We promise peace of mind through everyday usability, well designed details and delightful moments in all service encounters We care about you Everyday usability Well designed details Delightful moments Customer service elements needs to be cost efficient and as easy to use as possible for the customer from technology solutions to encounters with service personnel. This also includes well documented and easy to use processes and active communication towards customers in different channels. Information about different customer service items needs to be easily found for customers. All service elements need to be well designed based on processes and customer needs respecting the industry regulations. Details of each element need to be well documented and information easily available for both customer and personnel in all service channels. Services are seamlessly enabled and provided to customers. By providing customer friendly and boldly distinctive services we are able the generate delightful moments to customers in all parts of the customer journey. Also in unexpected situations these moments can be created by providing fast and well designed easy to use services to customers. Our service encounters need to be sincere and warm huhtikuuta 2013 Presentation / Firstname Lastname

13 Our Vision The Most Desired Option Between Asia and Europe & Nbr 1 in the Nordic Countries As well as to double our flights to Asia by the year 2020

14 Finnair Fundamentals to Differentiate We are not a luxury airline. Our nature is neither to be one of the low-cost airlines. But we know how to combine quality, cost and operative efficiency. At the same time, design is a fundamental part of Finnair heritage and existence. For Finnair, design is a unique opportunity to differentiate from our competition in a unique way.

15 Foundation and elements of brand identity Some of the components of the identity are: A distinctively visual appearance of physical environment taking advantage of Finnish nature and design A high-quality, personalized customer service Stories behind physical elements Relevant and personalized customer communication throughout the customer journey Taking advantage of technological solutions that make travelling easier The element of surprise - leveraging all five senses Manage my travel - design your own experience

16 DIFFERENTIATION THROUGH THE CUSTOMER EXPERIENCE AIMING AT A DIFFERENTIATING CUSTOMER EXPERIENCE

17

18 Designing Peace of Mind Strong focus on customer service We put the human experience first for Peace of Mind Finnair Service Indentity Employees have the license to act; customers are treated as individuals Local cabin crew members in Asian routes Our basic values: quality, freshness and creativity 19. huhtikuuta

19 Marimekko for Finnair Finnair and Finnish design house Marimekko teamed up to enhance the air travel experience with a new design partnership. w

20 Marimekko onboard From spring 2013 all Finnair aircraft will feature a Marimekko for Finnair collection of textiles and tableware, featuring Marimekko s classic patterns. Two of Finnair s long-haul aircraft, operating between Helsinki and Finnair s Asian destinations, will also wear Marimekko design, Maija Isola s iconic Unikko floral print from 1964.

21 Cooperation with Finnish Top Chefs Chefs`menus SEP 2013 Mr Pekka Terävä and Mr Tomi Björk 21

22 Welcome on board!

23 Thank you

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