Helsinki Airport has been honored with the Airport Service Quality (ASQ) Award by Airports Council International (ACI) for 2024, recognizing it as the best airport in Europe in the 15–25 million passenger category.

This prestigious accolade is based on ACI’s annual survey, which assesses passenger satisfaction across approximately 400 airports in 95 countries.

Finavia, the Finnish airport operator, has undertaken extensive development projects at Helsinki Airport in recent years.

These enhancements include a comprehensive overhaul of the terminal, encompassing the departures hall, security control, retail and dining establishments, arrivals hall, parking facilities, and the travel center.

Additionally, the lounges in the Schengen gate area have been refurbished, and new amenities such as a hair salon and a pharmacy have been introduced in the arrivals hall. ​

To further elevate the passenger experience, Finavia launched the MyFlight service, offering travelers personalized tips for navigating the airport.

They are also piloting a feature on their website that predicts security control queue times, aiming to streamline the journey through the airport. ​

The ASQ Award is determined through continuous measurement of customer satisfaction and service quality. Passengers evaluate 30 different service categories at various stages of their journey, including guidance, customer service, check-in processes, shopping, and dining options.

At Helsinki Airport, approximately 4,000 passengers are interviewed annually for this survey. ​

This recent accolade marks the sixth time in seven years that Helsinki Airport has received the ASQ Award, with previous recognitions in 2018, 2019, 2020, 2022, and 2023.

Such consistent acknowledgment underscores the airport’s commitment to delivering exceptional customer experiences.​

The ASQ Awards are part of ACI’s broader efforts to recognize airport excellence in customer experience worldwide.

The awards are based on data from ASQ’s renowned Departures and Arrivals Surveys, which are considered the world’s leading airport passenger satisfaction program, with over 400 participating airports in 110 countries.

In addition to the ASQ Awards, ACI conducts the Global Traveller Survey to gauge evolving passenger expectations.

The 2024 report highlights that travelers increasingly value convenience, premium options, and sustainability.

Notably, 78% of respondents expressed interest in “ready-to-fly” options, such as remote check-in and pre-clearance, indicating a strong preference for efficient, technology-enabled travel experiences.

Helsinki Airport’s consistent recognition aligns with these global trends, reflecting its dedication to enhancing passenger satisfaction through continuous improvements and innovations.

Finavia’s strategic initiatives have not only modernized the airport’s infrastructure but also enriched the overall travel experience, setting a benchmark for airports worldwide.

Image: Finavia

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