Case Study: Finnair achieves higher premium seat utilization and full ROI in under 6 months with Intalio|bpms (Intalio)

Finnair - Customer Case Study

Finnair, one of the world's oldest airlines operating between Europe and Asia via Helsinki, faced a revenue challenge: under‑utilized First and Business class seats and low uptake of last‑minute loyalty upgrades. Short customer interactions at check‑in, growing self‑service use, poor visibility of upgrade options and slow processing made it hard to encourage upgrades and maximize yield.

Working with ITC Infotech, Finnair deployed Intalio|bpms integrated with its loyalty, departure control and SMS gateway so eligible passengers could request last‑minute upgrades by text. The solution—with a business rules engine for real‑time yield management—delivered increased seat utilization, reduced under‑load and loyalty accrual liabilities, greater customer flexibility, and a full return on investment in under six months.

Finnair

Matti Alanne

Director/Customer Services Systems