Finavia pilots the predicted queue time service for security control at Helsinki Airport

"The services and customer experience at Helsinki Airport are developed in a data-driven way. The aim of the predicted queue time service, which is now being piloted, is to further develop the security control customer experience and make travel even smoother. We actively collect feedback from the users of the service through the feedback form on our website," says Hanna Hämäläinen, Finavia's Head of Passenger Services and Development at Helsinki Airport.

Passengers can check the predicted queue time for security control before going to the airport. Finavia has also added information about the number of departing passengers at 30-minute intervals to the prediction. The piloted service is available on the Finavia website.

"The predicted queue time is based on how many passengers will be passing through security control within the next 12 hours. The number of passengers passing through security control will be the largest in the morning between 6 a.m. and 9 a.m. and in the afternoon between 2 p.m. and 6 p.m.," Hämäläinen says.

Finavia recommends that passengers follow their airline's instructions on when to come to the airport.

The piloted service is an example of data-driven customer experience development

The predicted queue time service is a practical example of using data to improve the customer experience. Helsinki Airport's digital services are developed in a data-driven way.

The piloted service has been viewed nearly 100,000 times in two months. This shows that there is demand among passengers for the predicted security control queue time service.

Finavia published the piloted service on its website in October 2024. Previously, the service was available as part of Finavia's free MyFlight service. The piloting will continue until the end of 2024, with Finavia collecting user feedback via the feedback form on the website.

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