Filling rate of pick-up points and redirection of parcels
Our goal is to provide the recipient with as good a customer experience as possible. The satisfaction of e-commerce customers is significantly reduced if the parcel they order is redirected to a pick-up point other than the one they have chosen. However, this can sometimes happen, as especially the most popular parcel lockers can be full at times. Therefore, we constantly monitor redirections and publish the data on our website on a monthly basis.
Share of parcels redirected in 2024
The table below shows the numbers of redirected parcels in 2024:
Month | Total | Service points | Parcel locker | ||
| January | 12.2% |
| 27.5% | ||
| February | 11.4% | 2.1% | 26.0% | ||
| March | 12.3% | 2.1% | 28.7% |
The share of parcels redirected in 2023 was 12.2%.
In the Matkahuolto service network, the average distance between the original pick-up point and the backup pick-up point is 1.14 km across Finland, but this varies by pick-up point and region. In Helsinki, for example, the average distance to the backup pick-up point is 0.85 km and in Turku 0.92 km from the original pick-up point.
We constantly monitor redirections to backup pick-up points and make changes where necessary and possible to ensure that the backup pick-up point is as close as possible to the original point chosen by the recipient.
Busiest parcel lockers and those with the most space
The need for redirection varies greatly from one pick-up point to another. See the table below for the latest data on the busiest parcel lockers:
Busiest parcel lockers
| Locality | Parcel locker | % | Distance to backup pick-up point |
| Tampere | Parcel locker K-Market Amuri | 93.9% | 0.0 km |
| Suonenjoki | Parcel locker S-Market Suonenjoki | 92.4% | 1.3 km |
| Helsinki | Parcel locker S-Market Ruoholahti | 92.3% | 1.0 km |
| Oulainen | Parcel locker Sale Oulainen | 88.7% | 0.2 km |
| Hyvinkää | Parcel locker K-Supermarket Vieremä | 85.9% | 0.8 km |
| Kajaani | Parcel locker S-Market Kajaani Lohtaja | 85.5% | 0.4 km |
| Helsinki | Parcel locker Alepa Kuparitalo | 85.4% | 0.5 km |
| Vantaa | Parcel locker K-Market Ylästö | 85.2% | 0.0 km |
| Helsinki | Parcel locker Alepa Kannelmäki | 83.2% | 0.7 km |
| Kuopio | Parcel locker K-Market Pirtti | 81.8% | 0.0 km |
On the other hand, the following parcel lockers, according to our latest data, have plenty of space:
Parcel lockers with most space
| Locality | Parcel locker |
| Kaarina | Parcel locker Rusta Kaarina |
| Tampere | Parcel locker K-Citymarket Lielahti |
| Espoo | Outdoor locker 24/7 Magneettikatu 8 |
| Tammisaari | Parcel locker Liikekeskus Kungsen |
| Lempäälä | Parcel locker Kauppakeskus Ideapark |
| Riihimäki | Outdoor locker 24/7 Pesispolku 1 |
| Kannus | Parcel locker K-Market Herkku Kannus |
| Tampere | Parcel locker Lidl Lakalaiva |
| Merikarvia | Parcel locker S-Market Merikarvia |
| Vantaa | Parcel locker Neste Keimola Länsi |
A network of over 2,300 service points
Matkahuolto’s service network currently includes almost 2,300 service points. The filling of the pick-up points is monitored daily, their capacity is increased where possible, and new pick-up points are opened every week in response to increased demand. Our network is growing rapidly, especially in terms of parcel lockers but also in terms of other pick-up points.
Matkahuolto’s network is the most comprehensive network of pick-up points offering personalised service in Finland. 83% of people in this country live within 3 km and 60% within less than 1 km of the nearest pick-up point.