A passenger journey defined by Peace of Mind

Reaktor partnered with Finnair to design and build the perfect digital customer journey, complete with a next generation in-flight entertainment system and revolutionized onboard connectivity.

A combination of user-centricity, attention to aesthetic detail, and innovative execution to elevate both customer experience and brand.

Project highlights

One hybrid team, one hybrid process: From research to design to execution and implementation.
Consumer app, in-flight entertainment system,  crew app, wi-fi portal.
First-in-the-world in connectivity: We put node.js servers on Finnair’s A350 fleet.
Our most award-winning project: 12 globally, and counting.

Traveler’s journey

Every moment is a customer experience.

Holistic by nature, the air traveler’s journey is an interplay between the passenger, their personal device, the in-flight entertainment system, the crew, the aircraft, and the airline brand.

Working with Finnair, we had the opportunity to orchestrate every touchpoint of the experience.

Our concept was driven by 1) delivering Peace of Mind by meeting the passenger’s every practical need and 2) elevating the in-flight entertainment experience for enjoyable flying.

From a functional infrastructure perspective, we also reinvented onboard connectivity and the way in-flight digital systems can be operated and updated: Live, at any time, in the air or on the ground—thanks to the world’s first onboard servers.

“Reaktor and Finnair’s new design has brought the IFE user experience to the 21st century kicking and screaming. The quality is simply outstanding.”

Jouni Oksanen, Vice President, eCommerce, Finnair

Passenger challenges addressed

Pre-flight

When was my flight again? How long does it take to get to the airport? How do I check-in? Can I bring an extra bag? Can I upgrade to business class?

Airport

Where can I get a boarding pass? Can I skip the queue? Where is my gate? How much time to boarding?

Flight

How long is the flight? What happens next? What can I get to eat? Can I buy anything? Where does my connecting flight leave from?

Transfer

How do I get to the gate of my next flight? How much time do I have?

Arrival

Where do I pick up my bag? How do I get to the city? How long will it take?

Destination

When was my returning flight again? Is it on time? How long does it take to get to the airport? How do I check-in?

The Finnair App

Everything you need, at every step.

The Finnair App streamlines the essential airport and loyalty program services: Check-in, seat and travel class upgrade, extra bag purchases, and use of loyalty program points.

Naturally, it also stores travel documents in the passenger’s pocket and minimizes complication by providing the right information at the right time.

Elegance and ease of use have appeal: The app has become an important touchpoint for new frequent flyers joining the Finnair Plus program.

In-flight interface

Elegant functionality, for more than just entertainment.

The Nordic Sky entertainment system gives passengers control over their time onboard.

From the in-flight menu to the optimal time to sleep, the flight blueprint communicates everything that happens between take off and landing, helping passengers personalize their hours in the sky.

Crew application

Helping to inform and create a smooth ride.

The seat-back screens are connected to the Finnair crew app, allowing personnel to adjust the flight blueprint in real time and process in-flight purchases.

Designed to reduce the workload of the cabin crew, the app helps the crew to be in sync with their customers.

Wifi-portal

Next generation connectivity.

In addition to first class internet connectivity, the Wifi-portal gives passengers access to news, curated destination guides and services, online shopping, and partner offers.

Hosted on the server onboard the plane, the portal can be updated with relevant content in real-time.