Working in Finnair ground services: everyday life at the airport
What do ground services employees do?
Ground services help ensure that every customer’s journey runs as smoothly and safely as possible from start to finish.
“We are frontline professionals whom passengers meet at the very start of their journey at the airport,” Kasper explains. “In the departure hall, we help with check-in and baggage drop, while at the departure gates we make sure boarding is safe and on time.”
Ground services employees also help passengers make their connections, check travel documents, position passenger boarding bridges and look after customers when something out of the ordinary happens.
“For many passengers, we may be their first point of contact with Finnair, so creating a positive customer experience is a major part of our work. Even a small gesture, such as a friendly smile or offering to help, can make a big difference to their journey,” Sara says.
Sara enjoys using her language skills every day and developing them further at work
A diverse and close-knit working community
Ground services bring together professionals in a wide range of roles, from check-in agents and team leaders to disruption specialists and digital assistants. “Educational backgrounds vary greatly, but many have studied tourism or business, or have a master’s degree in a language,” Nina says.
For Kasper, a shared goal and a supportive working community are an important part of everyday life. “Whatever our role, we all have the same goal: to get flights off the ground safely and on time. My colleagues are friendly and have a great sense of humour, and it is a pleasure to work with them every day.”
Sara shares that view: “Even after a year in the job, I still meet new colleagues on almost every shift. It has also been lovely to see that, despite our different backgrounds, many of us share an interest in travel. It is great to swap travel tips in the break room.”
“Our colleagues come from many different cultures and backgrounds, and that diversity is a real strength. There is a wide age range too, but everyone gets along well,” Nina continues.
There is a strong sense of community at the airport. “People greet one another as they move around the airport and step in to help whenever needed, regardless of which company they work for or what their role is,” Kasper sums up.
Agents work with different colleagues every day, making it easy to find new friends at work
Variety and continuous learning
“The work is extremely varied – during a shift, you may move between the departure hall, departure gates, service desk and arrivals hall. You also spend a lot of time on your feet, so everyday exercise comes without you even noticing,” Kasper says.
The working environment is not the only thing that changes – working practices evolve constantly too. Kasper says instructions can be updated at short notice, so taking in new information and keeping your knowledge up to date are essential parts of the job.
Varying working hours add flexibility to everyday life. “Flexible hours and the option to swap shifts are a major benefit, as they make it possible for me to take longer periods off that support my wellbeing,” Sara says.
The steady flow of different customers brings yet more variety, meaning no two days are ever the same, the interviewees agree.
Safety comes first, even when it is busy
“Passengers can always trust that the safety of customers and employees comes first. Safety is at the heart of everything we do,” Nina emphasises.
Ground services work is governed by a range of instructions and regulations, but safety is also reflected in practical, everyday actions. In the departure hall, for example, agents check at baggage drop that bags going into the hold do not contain power banks, which could overheat and pose a safety risk.
“We never compromise on safety, however busy it gets,” Kasper stresses.
Who is ground services work for?
Working in ground services calls for resilience under pressure, attention to detail, strong interpersonal skills and the ability to stay positive when circumstances change. “Things can change at the last minute in this job, and you cannot get stuck dwelling on them,” Kasper explains. “Even during busy moments, a friendly smile can make a difference. If you stay positive and constructive in difficult situations, that attitude spreads to the colleagues and customers around you.”
Kasper, Nina and Sara all highlight the importance of good communication skills and the ability to work with a wide range of people.
“The most important qualities are resilience under pressure, a willingness to learn, versatile language skills, a proactive approach and readiness for shift work, because the airport never sleeps,” Nina sums up.
At the departure gate, agents help passengers board safely and on time
Moments of joy and airport sunrises
For Sara, Nina and Kasper, the most rewarding moments come from meeting people and making a tangible difference to the passenger experience.
“It is wonderful to share in people’s happy moments – for example, when they are setting off on their first trip in years. You can sense the anticipation and excitement as soon as they enter the departure hall,” Sara says.
For Kasper, being able to shape the start of a journey is particularly meaningful. “I like being able to make long-awaited journeys as smooth and enjoyable as possible from the very first step,” he says.
Nina also highlights what makes Helsinki Airport such a unique workplace: “You get to experience an international atmosphere, the work is varied and you are always learning something new. On morning shifts, you also get to see magnificent sunrises over the airport.”
“Evening shifts suit my natural rhythm best. We can submit shift preferences, which resource planning does its best to accommodate. Most of my shifts have been in the evening, and I have been very happy with the arrangement,” Kasper says.
What would you say to someone considering a role in Finnair ground services?
If you enjoy the energy of the airport and working with customers, Nina, Kasper and Sara encourage you to apply for a role in ground services.
“If you are customer-focused, have good language skills and thrive in fast-paced situations, we can offer you a wonderful and unique working community,” Nina says.
“Go for it,” Kasper encourages. “The job gives you a fantastic opportunity to keep learning. The wide range of roles in ground services also offers a strong foundation for exploring the aviation industry more broadly. If you keep an open mind and do your job well, new opportunities may also open up elsewhere at Finnair.”
Sara agrees with her colleagues. “Aviation is captivating and highly educational, and it offers plenty of variety from one working day to the next. If the occasional alarm before dawn does not faze you, I would definitely recommend applying when the right opportunity comes along and trying your wings in ground services.”