New parking services making it easier to embark on a voyage
The Port opened its new car park and advance parking reservation service in the summer to make ship travel smoother in West Harbour. The terminal restaurant services of South Harbour and Katajanokka Harbour were renewed.
As travel restrictions continued, the majority of travellers passing through the Port of Helsinki were work commuters. The level of seasonal fluctuation in travel was lower than usual. In the autumn, leisure time travel showed signs of recovery, and less frequent travellers began to return to the harbours. Near the end of the year, the coronavirus situation worsened and travel restrictions were once again tightened.
Focus on passengers’ health and safety
The Port of Helsinki continued its efforts to make travel as safe as possible during the coronavirus pandemic in close cooperation with shipping companies, authorities and other interest groups. Internal border control in the EU’s Schengen area due to the COVID-19 pandemic ended on 25 July 2021, but was restarted on 28 December.
The Port is responsible for facilities required for functions such as passenger border control, health guidance and coronavirus screening.
- A hygiene and spaciousness plan was also created for every terminal. The plan takes aspects related to healthy and safe travel into account comprehensively.
- Intensified cleaning operations and the provision of hand sanitisation opportunities were continued.
- Instructions for healthy and safe travel conduct were highlighted strongly at the terminals and on the Port’s electronic communication channels.
- As travel picked up again after the summer, burdensome health inspections on people arriving in the country caused the terminals to become congested. With the Port of Helsinki leading the process, operating models were streamlined in cooperation with health care and social services and the Finnish Border Guard. One example of new features introduced was passenger health inspection lines marked with different colours.
Passenger satisfaction at a good level
The Port of Helsinki conducts surveys on a regular basis to systematically collect information about the passenger experience in order to better understand passengers and develop its facilities and services to better meet passengers’ needs. In the exceptional years of 2020–2021, the number of passengers was lower than usual, and the results are, thus, not directly comparable with those from previous years. The low passenger numbers have even had a positive effect on the passenger experience as the terminals have been less crowded than usual. During the pandemic, the collection of information has also been focused particularly on West Terminal 2, which has been open the whole time and has the highest level of customer satisfaction.
According to surveys, passengers were the most satisfied with the friendliness of the terminal staff and the check-in process. The results for parking and commercial services, which were available in limited capacity, were slightly lower than average. However, the results for parking have improved from previous years.
- The overall score for passenger satisfaction was good, 4.18 on a scale of 1–5. (Due to the exceptional year, the result is not fully comparable with the previous year. 2020: 4.28)
- The Net Promoter Score (NPS) illustrating the passenger experience was 41. (Due to the exceptional year, the result is not fully comparable with the previous year. 2020: 49)
Service development made strong progress
Passenger service development projects continued at the Port, and preparations were made to provide fine travel experiences to ship passengers once travel recovers.
The quality of the parking services was improved
- In West Harbour, the new Satamaparkki car park opened its doors in February 2021 and the long-term parking service of the harbour was moved from outdoors into the building. The Satamaparkki car park is only a short distance away from West Terminal 2 and West Terminal 1. The car park primarily serves ship passengers using West Harbour, but also businesses, residents and visitors in the area.
https://www.portofhelsinki.fi/helsingin-satama/ajankohtaista/uutiset/uusi-satamaparkkitalo-aukeaa-helsingin-lansisatamassa (in Finnish)
- In May, the Port of Helsinki opened its online advance parking reservation service satamaparkki.fi. Travel is less stressful and easier when customers can make an advance reservation for parking in the Satamaparkki car park of West Harbour.
https://www.portofhelsinki.fi/helsingin-satama/ajankohtaista/uutiset/varaa-etukateen-pysakointisi-lansisatamassa (in Finnish)
- Satamaparkki features 18 charging stations for electric cars. The stations use renewable energy. Reserved premium parking spaces come with free-of-charge charging. Electric cars are a significant way to mitigate traffic emissions, and the Port of Helsinki wants to contribute to the development of electric cars.
https://portofhelsinki.fi/helsingin-satama/ajankohtaista/uutiset/satamaparkkitalossa-onnistuu-sahkoautojen-lataus-laivamatkan (in Finnish)
In October, the advance reservation system received the award for the best customer service in Finland from Customer Experience Professionals Association Finland.
- In the summer, Olympiaparkki, the long-term parking facility operating at the Olympia Terminal, began its operation under the management of the Port’s parking agreement partner Aimo Park. Parking directly on the bottom floor of the terminal is a carefree and popular option for ship passengers.
https://www.portofhelsinki.fi/helsingin-satama/ajankohtaista/uutiset/olympiaparkki-laivamatkustajien-kaytossa-kesalla (in Finnish)
Renewing restaurant services and enriching experiences
- The Port renovated the restaurant facilities of the Olympia Terminal, and Bistro O opened its doors on May Day 2021 with renewed food and beverage offerings and premises. The restaurant has facilities for almost 400 customers and a large terrace with a view towards the sea.
https://www.portofhelsinki.fi/helsingin-satama/ajankohtaista/uutiset/uudistunut-bistro-o-palvelee-olympiaterminaalilla (in Finnish)
- The bar and café services on the second floor of the Katajanokka Terminal were opened before Midsummer as the Port was preparing for the summer season.
https://www.portofhelsinki.fi/helsingin-satama/ajankohtaista/uutiset/katajanokan-terminaalin-ravintolapalvelut-avautuvat (in Finnish)
- The terminals also introduced more activities and experiences for children and adults alike. In July, the Katajanokka Terminal opened Ville Viking’s play area, while West Terminal 2 received an iWall exercise game point.
- The international art event Helsinki Biennial extended its activities to West Harbour as well. In the summer, the arrival lobby of West Terminal 2 featured graffiti artist EGS’s work Eilisen ja huomisen saaristo (‘The Archipelago of Yesterday and Tomorrow’).
- Passenger harbours’ infrastructure and real-estate development emphasised environmental aspects
The Port of Helsinki built a second automated mooring system at West Harbour, next to West Terminal 2. In late June, the system was put into use by Eckerö Line’s ship MS Finlandia, which uses the berth in question. The advantage of faster mooring and unmooring is reduced local noise and emissions. Quick visits to the harbour also facilitate slower and lower-emission seafaring for vessels.
https://www.portofhelsinki.fi/helsingin-satama/ajankohtaista/uutiset/toinen-automaattinen-laivojenkiinnitysjarjestelma-0 (in Finnish)
- The onshore power connections built next to the Olympia Terminal were put into use in August as ship travel to Stockholm resumed. Using electricity produced onshore on vessels significantly reduces their air emissions while they are moored.
https://portofhelsinki.fi/helsingin-satama/ajankohtaista/uutiset/helsingin-etelasataman-maasahko-otettu-kayttoon (in Finnish)
- The autumn saw the beginning of a project to improve the energy use of the Port’s terminal buildings and Satamatalo by optimising and renewing the building technology. The project aims at reducing energy consumption and increasing the amount of self-produced renewable energy. This will also save money and improve travel comfort. The work began at West Terminal 2, and, in 2022, the project will continue one terminal at a time in Katajanokka Harbour and at the Olympia Terminal. The project will be finished by the end of 2022.
https://www.portofhelsinki.fi/verkkolehti/ilmasto-ja-eurosaastoja-matkustajaterminaalien-energiankayton-optimoinnilla (in Finnish)
- Planning work on the onshore power connections of berths LJ7 and LJ8 next to West Harbour’s Terminal 2 also began in late 2021. The project will enter the implementation phase in 2022.