The Year of the Superstar– Heard from Customers

09.12.2024

The Year of the Superstar – Heard from Customers

The Superstar era began on the Naantali–Långnäs–Kapellskär route on 15 September 2023 when M/S Finnsirius set off for its maiden voyage. The sister vessel, Finncanopus, entered the route on 16 February 2024. During the first year, two surveys have been made, one was addressed to cargo customers, another to private passengers. All in all, the feedback was overwhelmingly positive.

The majority of the 65 respondents, representing road carriers, work on bookings and traffic planning and their foremost concern is to ship goods safely and on schedule. The number of crossings varies, but 20 per cent reported on booking over 5,000 sea voyages annually on the route.

“Our drivers never complain”

Customers were very satisfied or fairly satisfied with practically everything, including the schedules, arrangements and facilities in the ports, loading and unloading times. “The service is super, I always receive the booking confirmation very quickly.” “As our drivers never complain, everything must run smoothly”.

Yet, customers’ preferences vary. Some think the closing time is too early, others would prefer later departures, 30 minutes or so. There are restrictions on the carriage of IMDG cargo (dangerous goods) on a passenger ship and some freight customers would like to have more “maxpax” departures.

Customers also commented that night departures can be quite “packed”. Sari Vilen, Head of Finnlines’ Naantali Office, Customer Service and Port Operations, says that the summer season was indeed very busy. “Although the freight capacity had increased by 40 per cent and passenger capacity doubled, both cargo decks and cabins were sold out on some departures!”

“We have all learned a lot during the first year. The two vessels have performed well and nearly 100 per cent of departures and arrivals have been on schedule. The auto-mooring system has also made port operations more efficient.”

Customers were very satisfied or fairly satisfied with practically everything, including the schedules, arrangements and facilities in the ports.

With the self-service check-in app, drivers can use their phones to chek in, reducing Idle time. “The system saves time – I can head straight to the loading area without delays,” says Patrick Andersson.

“We will come back” – applauses for the crew

Finnlines did not only increase cargo capacity on the route, but the company also launched a new cruise experience. The crew was given standing ovations for being super-friendly, welcoming, helpful and professional. Some passengers even remembered the names of the crew whom they met in the spa, in the tax-free shop and in the bars and restaurants. A group of senior citizens were watered at their tables in one of the buffet (self-service) restaurants. “Doors were opened for us and we were assisted in the tax-free shop.” The extra service was very much appreciated.

The crew received standing ovations for being exceptionally friendly, welcoming, helpful, and professional. Liisa Nousiainen, one of the 200 people recruited for our Superstars, now works at the Info desk onboard Finnsirius.

Finnlines recruited around 200 new crew members before the Superstars arrived. “One of the criteria for working in the hotel and restaurant department was service-orientation. We want to provide all guests exceptional service,” says Kristiina Uppala, who was responsible for the Onboard Concept Development and Management during the newbuilding project.

Culinary delights from fish&chips to fine dining

The Superstar vessels have multiple dining venues, both casual eateries, including a bistro and buffet, and an easy-going à la carte restaurant. The target has been to serve food for every taste and that is why the selection ranges from hamburgers to seafood platters and entrecote. Food has been described as “mouthwatering, delicious and highly recommendable”.

Cozy with Archipelago views, the ship’s versatile restaurant features a café, grill and bar.

Luxurious but cozy

Passengers were also impressed by the thoughtfully-designed interior, which is stylish, but cozy and has plenty of space for each guest. There were no crowds in the public areas although the feedback was collected during the high season. Kristiina Uppala, who spent long periods at the shipyard in China, was involved in the design to the finest details.

“The vision was to have the sea and breathtaking Archipelago present through large windows in all public spaces with lots of small details hidden all around the vessels. The archipelago plays a key role both in the interior design and the food concepts.” Passengers have approved: “The spa area was also enjoyable. The best part was just to look out at the sea and enjoy the view.”

Most passengers valued the calm atmosphere, only very few expected to have entertainment, such as bingo, karaoke or disco music. “We have entertainers onboard occasionally and arrange themed cruises, live music and activities for children, but our concept does not contain nightclubs or casinos,” Kristiina Uppala explains.

The smartest travel option

New customer segments, like families, hobby groups, and conference guests, have discovered Finnlines’ route between Finland and Sweden. A business traveller commented that “the route from Naantali to Långnäs is the smartest travel option as there are very few flights to Åland. The Stellar Lounge offered great facilities to work during the crossing.”

Let’s allow pet owners to say the final words as their four-legged family members hardly said more than “wuff, wuff” on their way in and out from the Wuff bistro, where also dogs are welcome. “Certainly the dog-friendliest ferry we have ever seen.”