Customers covered by improved systems
The membership of the Finnair Plus frequent-flyer programme grew in 2003 by more than 13 per cent to exceed 600,000 members. Credit card cooperation with American Express ended in September and MasterCard became the new Finnair Plus credit card partner at the beginning of 2004. The frequent-flyer customer relationship management system is currently being renewed. At the same time, the range of special offers is being diversified and their targeting made more precise.
The use of electronic tickets (e-tickets) grew by more than half compared with 2002. Of all the tickets written for Finnair flights, nearly one in two is now written as an e-ticket. E-tickets account for more 80 per cent of domestic tickets. The use of electronic tickets will now increase mainly in international traffic and in e-ticket cooperation between airlines.
Direct sales of tickets via the Internet nearly doubled compared with 2002. Internet bookings accounted for nearly ten per cent of all journeys sold in 2003. The price structure reform implemented in the autumn had the effect of sharply increasing the number of Internet bookings in the latter part of the year. The structure of the service fees introduced means that customers can chose between self-service or personal service. |