Speaker Biograghy: Pirjo spent made her career in various positions within Finavia Corporation, mostly in passenger services and airport operations over a period of 40+ years. Finavia Corporation is the operator of 25 airports in Finland. The key drivers in Pirjo's approach to airport operations are putting the customer first and providing consistent and reliable services with a human touch. Having witnessed the transformation of Helsinki Airport of the 1980s and 1990s to an airport with a good reputation among its customers, she is more than convinced that the efforts to improve airport processes and premises by listening to the passengers are worth our while. She has also been an active and longstanding member of the ACI Europe Facilitation and Customer Services Committee since 1994.


Day 1 - 25 March
Session: Passenger Processing, Check-in & Self-Service

11:35 - 12:00 - Is the passenger the egg or the chicken?
Synopsis: Helsinki Airport is launching a development programme called Helsinki 2020. Strategic goals are being set, and strategic master planning is in progress. But when it comes to the airport processes, what is the future of self-service, and how does it affect the equipment used and the design of the buildings and facilities. The presentation will offer examples from real life: screening equipment, CUSS, SBD. Who is the egg and who is the chicken? What comes first, the products or producers, or the passenger experience?

Audience will learn:

• How should we take the passengers into account?
• What can go wrong going product first?
• What can go wrong with going process first?
• Why passengers matter