Customer Satisfaction among Finnair’s Passengers with Reduced Mobility in Helsinki Airport
Huhtamäki, Tessa (2025)
2025
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https://urn.fi/URN:NBN:fi:amk-2025120533099
https://urn.fi/URN:NBN:fi:amk-2025120533099
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This thesis explores customer satisfaction and accessibility among passengers with reduced mobility (PRM) traveling with Finnair in Helsinki Airport. The aim of the study is to understand how PRM passengers experience airport and airlines services and to identify factors that influence their satisfaction and sense of inclusion.
The research was supported by literature on service quality, customer satisfaction, and accessibility and inclusivity. The theoretical framework links from the SERVQUAL model by Parasuraman, Zeithaml, and Berry, which defines key dimensions of service quality, and McKercher and Darcy’s hierarchy of needs for accessible tourism, which emphasized physical, emotional, and social inclusion for travellers with disabilities.
The study was conducted using a qualitative approach. Data was collected through semi- structured interviews with PRM passengers who had recently travelled with Finnair at Helsinki Airport. The interview responses were reviewed and organised by identifying recurring comments and experiences related to service quality, accessibility, and staff interaction.
The findings show that PRM passengers were generally very satisfied with the assistance and services received at Helsinki Airport. Staff professionalism, empathy, and friendly behaviour were the strongest contributors to positive experiences. However, challenges such as waiting times, limited visibility and lack of assistance points, and occasional coordination issues between service providers were also identified.
The results suggest that Finnair and Helsinki Airport provide high-quality and accessible services but could further enhance the passenger experience by improving communication, visibility, and staffing during peak hours. Strengthening inclusion and independence for PRM passengers would help position Finnair and Helsinki Airport as leaders in accessible and customer-focused air travel.
The research was supported by literature on service quality, customer satisfaction, and accessibility and inclusivity. The theoretical framework links from the SERVQUAL model by Parasuraman, Zeithaml, and Berry, which defines key dimensions of service quality, and McKercher and Darcy’s hierarchy of needs for accessible tourism, which emphasized physical, emotional, and social inclusion for travellers with disabilities.
The study was conducted using a qualitative approach. Data was collected through semi- structured interviews with PRM passengers who had recently travelled with Finnair at Helsinki Airport. The interview responses were reviewed and organised by identifying recurring comments and experiences related to service quality, accessibility, and staff interaction.
The findings show that PRM passengers were generally very satisfied with the assistance and services received at Helsinki Airport. Staff professionalism, empathy, and friendly behaviour were the strongest contributors to positive experiences. However, challenges such as waiting times, limited visibility and lack of assistance points, and occasional coordination issues between service providers were also identified.
The results suggest that Finnair and Helsinki Airport provide high-quality and accessible services but could further enhance the passenger experience by improving communication, visibility, and staffing during peak hours. Strengthening inclusion and independence for PRM passengers would help position Finnair and Helsinki Airport as leaders in accessible and customer-focused air travel.