| Indicator | Measurement unit | Malpensa T1 | Malpensa T2 | Linate | |
|---|---|---|---|---|---|
| Perception of the ticket service | % of satisfied passengers | 2018 Target | 95.0% | 95.0% | 95.0% |
| 2018 Result | 97.9% | 100.0% | 93.4% | ||
| Check-in waiting time | Waiting time in minutes in 90% of reported cases | 2018 Target | 20’ | 15’ | 10’ |
| 2018 Result | 16’21” | 14’05” | 7’35” | ||
| Perception of check-in waiting time | % of satisfied passengers | 2018 Target | 93.0% | 93.0% | 90.0% |
| 2018 Result | 97.3% | 96.5% | 95.1% | ||
| Perception of passport control waiting time | Waiting time in minutes in 90% of reported cases | 2018 Target | 8’ | 7’ | 7’20” |
| 2018 Result | 7’55” | 6’07” | 7’22” | ||
| Perception of passport control waiting time | % of satisfied passengers | 2018 Target | 95.0% | 95.0% | 95.0% |
| 2018 Result | 97.0% | 96.9% | 96.3% |
Source: SEA, Doxa
Our commitment is to facilitate all of the check-in and boarding activities, while maintaining full compliance with the safety and control procedures. For these purposes, we make available also a Fast Track lane for passengers which, qualifying for such, wish to reduce to the minimum possible their line waiting time.
Details of the two terminals' values are as follows: at Terminal 1, 7 mins 55 secs in relation to a limit of 8 mins 00 secs; at Terminal 2, 6 mins 07 secs in relation to a limit of 7 mins 00 secs; at Linate, 7 mins 22 secs in relation to a limit of 7 mins 20 secs. At the airports, passengers may utilize, in addition to the desks normally managed by assistance personnel, self-check-in desks.
In order to cope with increased security measures, we have developed the infrastructural and human resources needed for these activities, while maintaining waiting times in line with the declared targets.
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