Finnlines recognized for customer satisfaction and sustainability

The Grimaldi Group company Finnlines has been named “Ferry Operator of the Year” at the Grand Travel Award Finland gala for the second year running. The awards celebrate the best-performing companies in the travel industry based on independent consumer research and professional evaluations.

The Grand Travel Award was first organized in 1992 in Sweden only, but has since expanded to Norway and Finland. This year’s gala was held in Helsinki on 28 May, bringing together approximately 300 travel industry professionals.

The award evaluation is based on consumer research (50%), votes by travel industry professionals (25%), and an assessment by a professional jury (25%).

The “Ferry Operator of the Year” award was accepted jointly at the ceremony by Finnlines’ Head of Passenger Services Marco Palmu, Sales and Marketing Manager Krista Orvomaa and Sales Manager Satu Hirvenoja.

“We’re truly honoured to receive this recognition for the second year in a row. It shows that our customer appreciation is not based solely on novelty, but that we’ve genuinely succeeded in providing a high-quality travel experience and premium service over the longer term,” said Marco Palmu. “We warmly thank our customers for their trust and our partners for their excellent cooperation.”

This was not the only recent honour for Finnlines. According to the EPSI (Extended Performance Satisfaction Index) Rating Maritime Transport 2026 survey, the company ranks among the leading operators in terms of customer satisfaction on the Finland–Sweden route and is also perceived as the most sustainable operator in the sector. Notably, Finnlines achieved a customer satisfaction index of 75.9, representing the largest year-on-year improvement in the survey, while its perceived sustainability score reached 73.3, exceeding the industry average of 71.5.

Over the past year, Finnlines has continued to enhance the passenger experience by improving onboard services, investing in digital customer experience and strengthening service training for employees. The company has also placed increased focus on customer communications.  

The positive EPSI Rating is further confirmation of the effectiveness of these efforts. Customers particularly acknowledge Finnlines’ long-term investments in a modern fleet, energy efficiency and the continuous development of services, reflecting the company’s commitment to sustainable and customer-oriented travel experiences.

The newest vessels operating on the Finland–Sweden route, the Finnsirius and Finncanopus, represent a new service concept that combines modern design, high service standards and sustainable technologies.

“The experience on our newest vessels has exceeded many passengers’ expectations. We’ve developed our services consistently over the long term, and this prize confirms that we’re succeeding in the areas that matter most to our customers,” Krista Orvomaa pointed out upon acceptance of the Grand Travel Award.

The company’s own customer surveys confirm these results. Since the introduction of the Finnsirius and Finncanopus, willingness to recommend Finnlines and the intention to travel again have increased significantly. In 2025, the Net Promoter Score for recommendation reached 78, compared with 68 in 2023 before the new vessels entered service, while the intention to travel again jumped to an NPS level of 85, up from 57 in 2023.

Finnlines continues to develop its services based on customer insights. Recent improvements include enhancements to onboard dining concepts while, for the upcoming summer season, new offerings will be introduced in the restaurants, tax free shop and entertainment program.

The company is also continuing to invest in its fleet, with three new vessels for the Finland–Germany route scheduled for delivery in 2028–2029. Their design has been driven by a strong focus on travel comfort and an enhanced overall travel experience, particularly on longer voyages. 

Finnlines has also made significant investments in sustainability, particularly in energy efficiency, emission reduction and the development of sustainable operating practices. A modern fleet and continuous investments support the company’s long-term efforts towards lower-emission shipping, while also contributing to the strong sustainability perception highlighted in the EPSI survey.