| Indicator | Measurement unit | Malpensa T1 | Malpensa T2 | Linate | |
|---|---|---|---|---|---|
| Overall punctuality of flights | % of punctual flights/total departing flights | 2018 Target | 80.0% | 80.0% | 85.0% |
| 2018 Result | 76.9% | 77.8% | 86.0% | ||
| 1st baggage return time from the aircraft block-on | Time in minutes calculated from the aircraft block-on to 1st baggage return in 90% of cases | 2018 Target | 22’40’’ | 26’00’’ | 16’40’’ |
| 2018 Result | 22’35’’ | 24’05’’ | 17’00’’ | ||
| Last baggage return time from the aircraft block-on | Time in minutes calculated from the aircraft block-on to last baggage return in 90% of cases | 2018 Target | 35’40’’ | 35’00’’ | 23’40’’ |
| 2018 Result | 35’50’’ | 28’35’’ | 22’50’’ | ||
| Boarding wait time for the 1st passenger | Block-on waiting time in 90% of cases | 2018 Target | 4’ | 3’ | 3’ |
| 2018 Result | 5’ | 3’ | 3’ | ||
| Overall perception on regularity and punctuality of services received at airport | % of satisfied passengers | 2018 Target | 95.0% | 95.0% | 95.0% |
| 2018 Result | 99.2% | 97.4% | 98.3% |
Source: SEA, Doxa
Through the Service Charter, we communicate to passengers, together with airlines and companies providing services to them, our commitment to precise service level quality objectives.
The general performance in 2018 is in line with targets, despite inconveniences created in relation to Linate’s terminal refurbishment and to the growth of passenger traffic at Malpensa.
The targets were defined and approved through the Airport Operator Service Charter, which communicates and shares quality standard commitments with stakeholders: Italian Civil Aviation Authority (ENAC) and the Users Committee, representing both airlines and airport operators.
At Malpensa, departing flight punctuality for 2018 was 77.1%, with a 2.2% recovery of punctuality (difference between arrival punctuality and departure punctuality). The analysis by Terminals shows the following results: Terminal 1 closes the year with a departing punctuality of 76.9% (+1.6% recovery) and Terminal 2 with a year-to-date value of 77.8% (+3.7% recovery). Linate airport closes 2018 with punctuality values at 86.0%, compared to punctuality for arrivals at 86.1%.
Performance in terms of baggage delivery times, to be met for 90% of cases, is ahead of the values set out in the Service Charter: in Terminal 1, delivery of the first bag within the standard timeframe was achieved for 93.1% of the flights, whereas the delivery of the last bag was achieved in 92.1% of cases.
At Terminal 2, the delivery of the first bag within the standard timeframe was achieved for 96.4% of flights, while the delivery of the last bag was achieved for 97.9% of flights.
The baggage return performance at Linate was in line with the standards set for 2018 with the first bag delivered within the standard timeframe for 93.8% of flights and the last bag delivered within the standard timeframe for 93.8% of flights.
Misdirected baggage was substantially in line with that of pervious years.
Number of misdirected bags (per 1,000 passengers)
Source: SEA