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Finnair will not replace Komulainen as customer service head

Finland´s flag carrier Finnair said that Anssi Komulainen has announced he will leave his duties as the head of customer service and as a member of Finnair´s executive and management boards on August 31 2013 and will continue as a senior advisor until the end of February, 2014.

Komulainen has worked at Finnair since 2001, most recently as senior vice president, customer service since 2010.

Finnair said it will not recruit a successor for Komulainen, which means that there will be one less member on the executive board.

The carrier said it plans to bring parts of its organization closer together and in this way develop its products and services as well as its operations. According to the plans, customer service functions would move partly to Finnair´s commercial division and partly to operations.

Functions related to inflight customer service and airport customer service would move to Operations, ensuring that the processes related to daily flight operations would become even more effective, holistic and inclusive of the customer satisfaction point of view.

Finnair´s customer experience and product development would in turn move to the commercial division. The transferring units would report to Ville Iho, chief operations officer, and Allister Paterson, chief commercial officer respectively.

The planned changes will require employee consultations before any final decisions are made. The upcoming consultations concern only this organisational change plan, Finnair said. If implemented, this plan itself would not have personnel reduction impact.

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