Drivers travel purely for work purposes

Professional drivers have long been a valued customer segment for Finnlines. The Sweden–Germany and Sweden–Finland routes were, until recent years, almost exclusively used by drivers.

In autumn 2024, Finnlines addressed a survey to frequent drivers to collect feedback on various arrangements, services and facilities in the ports and onboard the ships. The aim was to better understand drivers’ expectations and experiences. Encouragingly, the friendly, warm and professional attitude of Finnlines personnel – both ashore and at sea – was widely praised, reflecting the company’s long-standing commitment to professional service. Naturally, there were also suggestions for further improvement, which the company has begun to address.

The survey was sent to Driver’s Card holders, who regularly use Finnlines’ ferries on the ro-pax routes (Naantali–Långnäs–Kapellskär, Helsinki–Travemünde, Malmö–Travemünde, and Malmö–Świnoujście). Nearly 900 professional drivers responded. Some even shared comments on facilities aboard the ro-ro vessels, which accommodate a maximum of 12 passengers.

International customers

On the routes between Finland and Sweden and between Finland and Germany, Finnish drivers dominated the feedback, accounting for over 70% of responses. Estonian drivers were also well represented. On the southern Baltic routes, Dutch drivers were the most active, 32% of all respondents, followed by Swedish drivers at 16%.

Clear signage supports a smooth start

The voyage begins the moment a driver enters the port area, or even earlier for users of self-service check-in (as in Naantali–Långnäs–Kapellskär traffic). At several ports, signage is already clear and well-placed, making it easy for drivers to locate check-in points, boarding lanes, and parking areas – even in challenging weather conditions.

However, based on the feedback, Finnlines is enhancing signage in certain locations. Updates include better visibility and clearer instructions to ease congestion and improve safety.

Basic needs come first

The survey clearly showed that professional drivers value the basics: rest, warmth, food, and personal space. Long hours on the road and the requirement for a nine-hour rest make it vital to meet these needs onboard. As most Finnlines ro-pax crossings take 8–9 hours, there’s enough time for a meal, rest, a sauna, and even laundry, especially when fast loading procedures maximise time onboard.

Finnlines’ ships are equipped with saunas and quiet cabins to support driver well-being. The company continues to invest in streamline loading and unloading to ensure drivers get the maximum benefit from their time onboard.

A peaceful cabin with a comfortable bed, quality mattress and pillow, and proper ventilation is highly appreciated – and Finnlines strives to meet this need consistently.

Drivers expressed a clear preference for home-style meals – casseroles, macaroni & cheese, meatloaf, salmon, and fresh salads. Most importantly, hot meals must be truly HOT.

Suggestions from the survey are taken seriously. For example, using seasonal ingredients adds variety, which is appreciated by frequent drivers. The buffet remains open until everyone has eaten, allowing drivers to enjoy their meals without feeling rushed. Interestingly, some drivers even recognise the cook on duty by the taste of the food – a sign of the strong connection and trust built between the crew and customers.

Reliable internet is now a basic expectation. Finnlines’ vessels are equipped with good internet connections to support communication, entertainment, and even remote work. Feedback continues to guide improvements in connectivity.

While shopping was not a high priority, some drivers suggested snacks, beverages, and chilled storage for their favourite beer brands. Finnlines has responded with targeted offers that reflect driver preferences.

Many drivers travel on the same route several times a week and they expect variety in the menus.

Positive feedback and action steps

The survey took place after the busy summer season, when restaurants and other public areas tend to be more crowded due to private passengers. Despite this, many drivers described themselves as “fully contended”. Some commented: “I will definitely continue to use Finnlines.” Notably, the two ferries sailing between Finland and Sweden earned a high satisfaction rating of 4.2 out of 5.

The voices of professional drivers have been heard. Finnlines Freight Services has reviewed the feedback and already initiated updates on facilities and services. These actions reflect the company’s focus on operational excellence and customer care – ensuring that drivers feel supported, valued and comfortable on every journey.