Finnair’s social sustainability core areas include care for our employees and customers and effective supply chain management. Finnair’s operations are by nature very diverse and in many ways highly technical. Finnair and our partners are present in several of countries around the globe and are subject to a wide range of laws and regulations. Finnair’s ethical business principles are outlined in our Code of Conduct. We firmly believe that an open dialogue with our stakeholders is crucial for effectively addressing the sustainability challenges we face. Sustainability is at the heart of our business strategy, and we strive to be a positive force in society while remaining committed to the key markets we serve.
For our customers, we strive to provide safe, punctual, and enjoyable travel experiences with a warm and welcoming approach. Our utmost priority is ensuring the safe and timely transportation of our customers, their baggage, and cargo to their intended destinations. As an airline and service company, we understand that the overall customer experience depends on various factors.
Maintaining a high level of quality in our customers' experience is of utmost importance to us. Finnair has the ultimate responsibility for the customer experience, although some services are produced by its partners rather than the company itself. As an airline and service provider situated at the top of this value chain, Finnair endeavors to provide added value to its customers by offering a wide array of carefully selected products and services that ensure safety and quality. We are committed to selecting partners who adhere to our strict quality assurance policies and ethical guidelines. Different kinds of disruption situations, such as flight delays and cancellations or weather-related disruptions, are normal in aviation and we have established robust processes to handle such situations disruptions with utmost care, aiming to minimize the impacts on our customers’ travel plans.
We conduct regular audits, monitoring, and evaluations of customer service to ensure consistency and excellence. Additionally, we actively collect customer feedback through satisfaction surveys and external assessments to continually improve our services. We explore and evaluate new technologies to enhance both the customer experience and operational efficiency.
Safety is at the core of Finnair's operations. It receives top priority in all decision-making processes. Finnair has implemented a comprehensive Safety Management System (SMS) that covers all aspects of flight safety, including policies, risk management, training, and communication for all personnel and subcontractors. The company surpasses minimum regulatory standards and actively encourages the reporting of safety events. Each report is thoroughly analyzed and assessed for risks, leading to appropriate corrective or preventive actions. Objective monitoring of flight data and continuous analysis of observations enable transparent risk assessment in all operational areas, ensuring prompt action in the event of compromised safety levels.
In rare cases where safety is seriously compromised, impartial safety investigations are initiated either by public officials from the Safety Investigation Authority or through Finnair's internal safety investigation if authorities do not intervene. These investigations are conducted independently, without any influence from the company's management.
Finnair's strong safety culture, objective monitoring practices, ongoing development efforts, and open dialogue with authorities guarantee the provision of safe and high-quality airline operations. The company's unwavering commitment to safety ensures the well-being and confidence of customers, upholding the highest standards of aviation safety.
Finnair strives to provide accessible end-to-end customer experiences and deliver excellent service to all Finnair customers, including those who need special attention and adaptation to their particular needs, for instance, due to a permanent or temporary disability. Finnair has an accessibility policy in place which defines Finnair’s principles for managing the accessibility of Finnair’s operations and digital environment to ensure the inclusion of its services. We are continuously working towards the accessibility of our services, both online and flight operations, and applying the relevant accessibility standards.
We take customer privacy seriously and are committed to complying with the EU's General Data Protection Regulation (GDPR) in all our business processes. We guarantee the confidentiality, security, and accuracy of customer data at all stages of travel, complying with the legislation on personal data and regulations issued by the authorities in the countries in which we operate.
Our people are key to our success and the foundation that makes Finnair unique. We take good care of our employees by investing in their health care and safety as well as enabling opportunities for continuous learning. As a notable employer in Finland, we have personnel management policies that cover all aspects of social sustainability. We manage the impacts that affect our personnel and their working conditions based on national regulations, Finnair's values, guidelines, and policies.
Diversity, Equity & Inclusion
At Finnair, we firmly uphold the principles of equity and non-discrimination. We are committed to providing equal opportunities for all our employees, ensuring a fair and inclusive environment. We value diversity and strive to employ people with different backgrounds and experiences, and of different genders, ages, and nationalities to bring together multiple views and improve our decision-making and business success.
We strive to eliminate barriers and improve accessibility for persons with disabilities in a manner that respects their dignity, independence, integration, and equal opportunity. Finnair has strict policies against harassment in the workplace, and we encourage our employees to report any infractions. We offer equal opportunities for recruitment, career progression, and work-life balance, and we implement the equal pay principle based on the Finnish Equality Act. In 2020, we were also recognized for our commitment to equality and diversity on our executive management level by FINDIX report.
Health & Wellbeing
We value our people and aim to have a holistic approach of employee wellbeing. This encompasses a range of essential aspects, including leadership and management, people development, strategic resource management, compensation and benefits, and workability. We provide preventive occupational health care services through our Finnair Health Services unit. Our focus is on early caring and risk management to ensure the wellbeing of our employees. work–life integration has also a significant effect on wellbeing at work. We follow a hybrid working model that enables remote work in those teams and roles where it is possible. Finnair supports a healthy work–life integration in many ways by using e.g., a variety of contract types related to working hours and different kinds of part-time work models.
Employee engagement and social dialogue
We appreciate the active engagement of our employees and believe in the power of open social dialogue. Nurturing a culture of constant growth, we are committed to developing the leadership skills and competencies of our dedicated workforce. Through regular personnel surveys and developing employee listening practices, we proactively monitor their wellbeing and level of commitment, ensuring their voices are heard and their needs are met. Building upon a rich heritage of trade union activity within our company, we recognize and respect the collective right to negotiate on matters related to our employees' occupational interests.
Finnair is committed to maintaining an open dialogue with our numerous partners and suppliers. We prioritise responsible sourcing and continuously develop practices that promote ethical and sustainable supply chain operations. To ensure ethical standards are met, we expect all suppliers and partners to comply with our Finnair Supplier Code of Conduct, local legislation, and the principles outlined in the UN Universal Declaration of Human Rights.
We maintain independence and avoid bias in sourcing decisions, particularly in cases involving family relationships, ownership in a company, or external business or debt relationships. We have established processes and guidelines to continuously improve the sustainability of our supply chain and address any non-compliance issues. The Finnair Executive Board oversees our procurement activities, while the Procurement unit ensures that personnel have access to and follow valid purchasing guidelines.
Finnair is committed to upholding and promoting human rights in all aspects of its operations and supply chain. Finnair's own operational activities entail no significant direct human rights risks or impacts. However, we acknowledge that indirect risks and implications may exist in relation to our supply chain and outsourced operations, which we seek to mitigate in a responsible and ethical manner. Finnair respects the UN Universal Declaration on Human Rights and the core conventions of the International Labour Organisation (ILO).
We extend our commitment to human rights to our relationships with suppliers, whom we expect to align with our values and principles. Our diverse supply chain comprises suppliers who are regulated by the aviation industry, specialised service providers, and those who support our core business. We encourage our suppliers to sign our Supplier Code of Conduct, which is based on the principles of the United Nations Global Compact and underscores our commitment to promoting human rights across the globe.
Suspected human trafficking is a real concern in aviation, and it is a topic that Finnair is increasingly focusing on. Finnair has signed IATA’s resolution against modern slavery and human trafficking. We work closely with governments and the airports we operate from to ensure that all trafficking incidents on our flights are reported and dealt with appropriately. Our crew has been given specific instructions on the procedures to be followed in cases where human trafficking is suspected and made IATA’s human trafficking online training package mandatory for all crew members and ground agents.
Finnair has a Whistleblowing line called Finnair Ethics Helpline in use, through which both our employees and partners can report concerns related to ethical business principles.
An open dialogue and collaboration are essential to drive meaningful change, and we actively engage in partnerships that inspire and involve our stakeholders. By fostering open communication and collaboration, we aim to collectively identify innovative solutions and implement sustainable practices throughout our operations.
One way we encourage our stakeholders to contribute to good causes is through Finnair Plus point donations. This allows our customers to donate their accumulated Finnair Plus points to support various charitable organisations and initiatives. By leveraging the loyalty program, we empower our customers to make a positive impact on society and contribute to causes that align with their values. We regularly donate unused items, such as amenity kits or excess meals, to local charity organisations. Instead of allowing these items to go to waste, we ensure they are repurposed to benefit those in need within our communities.
In addition to our partnerships and donation initiatives, we continuously evaluate our operations to identify opportunities for improvement in environmental sustainability. From investing in fuel-efficient aircraft to optimising flight routes and reducing carbon emissions, we prioritise the implementation of sustainable practices across our operations.
We understand that the challenges we face require collective efforts, and we are committed to being a responsible corporate citizen. By engaging in open dialogue, fostering partnerships, and actively involving stakeholders, we aim to create a more sustainable future for aviation and contribute positively to society as a whole.