The customer experience at Helsinki Airport in general and during Covid-19

Abstract

This thesis is a qualitative study and covers the customer experience functions of Helsinki Airport. The research examines the customer experience of the airport in general and during a pandemic. Likewise, what kind of experiences customers have had while travelling through it. The study interviewed locals and tourists who had travelled to Helsinki Airport before and during the pandemic. The purpose of the research was to find out what passengers thought and experienced throughout their experience at the airport. The interviewees were young women who were in my close circle. Some are residents of Finland, while others are tourists who have visited the country. Because my thesis is a qualitative study, I had to interview people and evaluate their answers to achieve a qualitative result for the research. Several connection types were used for the interviews, namely face-to-face, e-mail, and social media. Also, I would like to mention that the interview questions were conducted in accordance with Chapter 4, and the interview was conducted in two languages, English and Finnish. The research focuses on ground handling services at Helsinki Airport and how they have accounted for their customers. This customer experience is usually provided by Airpro and Finavia, which can be seen in Chapter 2. For example, was the customer experience at Helsinki Vantaa Airport a success, and were customers considered in every way, including during Corona, and if so, how? The solutions could be found in Chapter 6 through the interviews. And with that, I address how satisfied customers were with the ground handling services and Finavia, whether they managed to win their hearts or leave them in a good mood when visiting the airport, and how was the feeling for customers after visiting the airport? Then there is a look at what a customer experience is and how it might take different shapes. The social environment is one of the most essential aspects of the customer experience since it has such a large influence on the customer experience. The next stage is to comprehend the corporate customer experience, which includes affective and cognitive, emotional, physical, and social reactions to the company's brand and goods, among other things. The whole impact of the customer experience, which encompasses the pre-purchase search, purchase, consumption, and post-purchase stages, is also discussed in this section. Get Chapter 4 for further information on the subject.