Solutions » Finnair mCheck-in
success stories
iSMS has a broad range of applicability and can provide tremendous value to variety of uses in
- Appointment scheduling
- Check-in & queue management
- Repairs and maintenance
- Customer service
- Customer and market surveys
- Renewal of rentals & subscriptions
- One-to-one sales and marketing
- Field force management
- Emergency management
- Logistics
- Staffing and invitations
Finnair mCheck-in
Finnair’s check-in and booking with BookIT DDM mCheck-In service
Finnair, one of the world's oldest operating airlines, was the first airline in the world to enable passengers to check-in in advance for flights with a text message. For Finnair, which carried over 8 milllion passengers in 2004, development of customer services and processes have always been a top priority. Especially during the rush-hours, serving passengers in-person requires extensive human resources and still results in lining to the check-in and other service counters. For Finnair and it’s Finnair Plus members the new BookIT DDM mCheck-in service was a well received relief to the problem.
The new mCheck-in service enables frequent flyers to go directly to the departure gate, by-passing the normal check-in procedure, if they are travelling with only a hand baggage. Before the departure, Finnair sends a check-in text message to the passenger’s mobile phone. Passenger then confirms the check-in by answering the message with one letter. After receiving the confirmation, Finnair replies with a message detailing the necessary gate and seat information. See below.
For Finnair, the new mCheck-in service has brought many substantial benefits. Finnair has been able to improve customer service whilst saving costs. The new mCheck-in service was also a success among the frequent flyers. They service was very rapidly and widely accepted by the passengers because it saves time, is easy to start using and to use, works on any GSM phone and is independent of location and telecom service provider. The penetration rate of the service has been over 75% among those frequent fliers who have been given the easy-to-use iSMS option.
The acquired results and success of the mCheck-in service among the passengers has inspired Finnair to find new ways to utilize the BookIT DDM Technology in business process and service development. mCheck-in is just one example, of what DDM Technology enables to offer to passengers wirelessly while increasing revenues and reducing costs.
