Finnair has introduced the new-generation Altéa Departure Control System developed by Amadeus. The system will be used in all processes connected with passenger check-in, aircraft load planning control and gate service. Finnair is the first airline in the world to utilise this new, improved customer service technology. “The changes will mean smoother access to flights and give Finnair the opportunity to individually serve passengers who have special needs,” explains Vice President Tom Källström, who is responsible for Finnair's Automation Development. The system will be used worldwide by more than 2,500 personnel in Finnair's and Finncom's scheduled traffic network. Development, introduction and training took a total of six years, as the impact of the systems is very extensive. The Altéa system introduces new operating practices. Seat booking, electronic ticket management and aircraft departure processes are now for the first time in the same system, which facilitates, for example, transfer of customers from one flight to another in the event of timetable changes. The new system also enables more efficient customer service than before, particularly in special situations and emergencies. The seat booking system is part of the same Altéa software family, so travel agencies and the Finnair Customer Care Centre's service can now specify for customers their preferred seat numbers right up to the time of check-in. When seat numbers are chosen before arrival at the airport, check-in is significantly faster. Fast access to Finnair flights is available to those who check-in on the internet, which can be done for scheduled flights 36 hours before departure time. With Altéa, Finnair is many years ahead of other airlines, which gives the company a competitive edge. “All airlines will have to make a corresponding overhaul of their systems. Airlines' present basic systems were developed in the 70s and 80s and most of their development work is focused on rectifying errors,” says Källström. Finnair is now able to offer its customers better services, more flexibly and more quickly. The first of the service expansions to be introduced is the opportunity for customers other than Finnair Plus members to check-in using SMS text messaging. New self-service options reduce the need to queue at check-in points, which will cut congestion at airports. Service opportunities will be significantly expanded from the time of booking all the way to gate services. “A great number of small service improvements will be implemented, and their joint impact will be considerable from the customer's perspective,” says Källström. Finnair has offered internet and text message check-in since 2004. Finnair, indeed, was the first airline in the world to introduce check-in by text message. Finnair Plc Communications 19.5.2009 Additional information: Finnair Media Desk tel. +358 9 818 4020 or media.desk(a)finnair.com Finnair's blogs: http://blogs.finnair.com Photobank: www.finnair.com/gallery Finnair Group website: www.finnairgroup.com via.Helsinki: www.viahelsinki.com