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Telephone services offered to customers were reorganized with the setting up of the Finnair Contact Centre. Direct sales and the Finnair Plus frequent-flyer service were improved through improvements in quality and increased efficiency. The number of Finnair Plus customers rose above the half million mark. Electronic services were centralized under the www.finnair.fi website.

Centralization cut the costs involved in maintaining the websites of different marketing locations. The integrated website enables fast-tempo price campaigns to be implemented more flexibly and seats that would otherwise remain empty to be sold more effectively.

A substantial component of Internet business involves the electronic ticket, or e-ticket. On flights that accept the e-ticket, its use has grown from less than 40 per cent to over 50 per cent. The e-ticket can be used to fly on the entire domestic network and on some European routes.

Seat reservation methods and systems were modernized. Available seats can now be utilized more effectively and seats offered more surely, even on flights with high demand.