Finavia is investing in making the passenger experience smoother by adding more automatic functions to its airports.
Helsinki Airport (HEL) already has a number of self-service solutions, including check-in, bag drop and security.
The self-service kiosks are easy to use and the airport always have staff there to help. The self-service points do not replace people – they supplement the range of services.
Marko Tikkanen, Vice President at Finavia, says, “Using the machines requires that we help the customers. Self-service also releases more staff for personal service, such as problem-solving. This improves the service for passengers who need help and instructions”.
At Helsinki, passengers have access to a total of 52 check-in kiosks. After check-in, they go to security control or a bag drop.
SAS and Norwegian use self bag drop. It is a simple process: passengers print the bagtag at a kiosk and attach the bagtag to their luggage. At the bag drop, passengers put their bag on the conveyor belt, take the reader device and point it at the barcode on the bagtag on the baggage. If everything is in order the passenger hears a beep and the baggage enters the baggage system.
The most recently automated location before the gate area is in the security check area. It comprises two separate sections which will make security checks even smoother. The first section is the line for X-rayed hand luggage, and the second one has glass walls and is the person check line. However, the security check staff will not disappear: they will be needed by the lines regardless of the machines.
The automatic safety check line is Check-In Area 240–271 of Terminal 2. It is a pilot line, which still is in test use. In the future, there may be more new kinds of security checkpoint.
If the destination is in a non-Schengen country, the next self-service location will be at border control. HEL has a total of 30 self-service automated border control gates (ABC) egates for EU, EEA and Swiss citizens with biometric passports.
Oulu Airport also has self-service functions. Finavia also has plans to expand the functions to other airports.
N.B. Image Credit: Finavia