Human touch lacking in Finnish customer service, reader observes

A recent traveler's experience highlights a notable difference in customer service between Finland and several other European countries. While navigating public transport and urban environments in Spain, Sweden, and Great Britain, the reader consistently found helpful staff readily available to assist with queries or issues.

This contrasts sharply with experiences in Finland. At Helsinki-Vantaa airport, the reader encountered malfunctioning automated passport control gates. Despite the system showing green lights, the gates failed to open, and a similar problem affected a neighboring passenger. Crucially, there was no staff present to offer immediate assistance, nor any apparent way to summon help.

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In a problem situation or a new environment, another person is a superior help.

Further observations noted a similar lack of human support on public transport in Helsinki. While purchasing tickets via contactless payment is straightforward, the absence of staff at automated ticket machines or stations leaves passengers without guidance when problems arise.

The reader argues that while automation may reduce the need for staff in purely mechanical tasks, human presence remains invaluable. The availability of personnel, not hidden behind service counters but present where assistance is needed, fosters a sense of security and care. This human touch, the writer concludes, is something that other countries seem to have understood and implemented effectively, even in technologically advanced systems.

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The three countries mentioned have understood that although humans are no longer needed for mechanical work like selling tickets or checking passports, they are still needed nearby to help and guide.