Wider variety of services

The Olympia Terminal, which had its 70th anniversary, was renovated and celebrated. The Olympiaparkki car park was incorporated into the advance booking system for harbour parking. A greater variety of passenger services were offered at each ship terminal.

Compared to the exceptional years during the pandemic, leisure travel recovered quite well, with numbers of leisure travellers in late summer approaching pre-pandemic levels. Demand for business travel was more stable. Here too, passenger numbers showed an upturn compared to the years of the pandemic, although they have not quite returned to pre-pandemic levels.

While the rising passenger numbers are a sign of a return to normal, certain groups of passengers, such as Asian tourists and older age groups, are still mostly absent from the ships.

Passenger satisfaction

Every month, the Port of Helsinki collects feedback on the passenger experience from departing passengers. This information helps the Port to better understand the needs of passengers and to develop facilities and services to meet those needs.

Overall satisfaction has fallen slightly since the years of the pandemic, but is still above the pre-pandemic level. The lower passenger numbers during the pandemic were positively reflected in various aspects of passenger satisfaction, as the facilities were not crowded.

There are major differences in the passenger experience between terminals. West Terminal 2 received particularly good ratings once again.

• The overall passenger satisfaction rating was strong: 4.13 on a scale of 1–5. (Due to the exceptional circumstances, the result is not fully comparable with the previous year. 2021: 4.18)
• The Net Promoter Score (NPS) illustrating the passenger experience was 39, remaining at a good level. (Due to the exceptional circumstances, the result is not fully comparable with the previous year. 2021: 41)

The low passenger numbers during the pandemic and the focus of the data collection on West Terminal 2, which remained open throughout the pandemic, are reasons why the results for 2022 are not directly comparable with those of the previous years.

Greater diversity in services

Terminal services were diversified in cooperation with several partners. Passengers were provided with Hertz’s car rental services and the eOmistaja online service for lost property, among others. The service for passengers requiring assistance was improved with the introduction of a new electric buggy at West Terminal 2.

Cooperation with contract taxi service providers was put out to tender in the West Harbour and Katajanokka. The contractual cooperation will ensure the availability of high-quality and reliable taxi service connections at the ship terminals.
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A machine vision and data collection project was carried out on the traffic generated by people escorting passengers to the Port. The Port also explored the possibility of using a digital service for passengers to smooth out peak traffic periods at passenger terminals.

Parking

• The renovation of Olympiaparkki at the Olympia Terminal improved the pleasantness and energy efficiency of the car park. The Port also provided several electric vehicle charging stations for passengers.
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• Electric vehicle charging stations funded by advertising displays were added to the outdoor parking areas of Katajanokka and the Olympia Terminal.
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• In the autumn, Olympiaparkki car park was incorporated into the satamaparkki.fi advance booking system. Booking parking in advance offers ship passengers convenience and peace of mind.
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Restaurant services and enriching experiences

• The Olympia Terminal celebrated its 70th anniversary in July with a public birthday event and the opening of a photo exhibition showcasing the early years of the terminal.
• A renewed bistro restaurant in the Katajanokka Terminal was opened in the summer to provide a wider range of dining options in the terminal.
• Pilots were carried out to organise public and private events at different passenger terminals. The aim was to find out how the terminal facilities could be used in a more versatile way when they are not used for travel.

Infrastructure and property development

• The renovations of the departure lounge and passenger corridor of the Olympia Terminal were completed in May, just before the summer season. The lounge got a well-earned facelift in the spring, paying homage to the atmosphere of the original passenger pavilion. In addition to pleasantness, the Olympia Terminal’s practicality, energy efficiency and passenger safety were also improved.
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• At the end of the year, a project to improve the energy use of the Port’s terminal buildings and Satamatalo was completed, in which the building technology was optimized and renewed. In the project, the energy consumption was decreased and the amount of self-generated, renewable energy was increased. The project was completed in February for West Terminal 2, in August for Katajanokka Terminal and in December for the Olympia Terminal and the Port’s head office, Satamatalo.
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• Onshore power connections were built to the quays on both sides of West Terminal 2. Using onshore power on vessels significantly reduces air emissions while they are moored.
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• Planning began for the provision of onshore power for the use of international cruise traffic in Hernesaari.