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Build resilient infrastructure and promote inclusive and sustainable industrialization and foster innovation |
| Material aspect | Objective description | Timeline | Status |
|---|---|---|---|
| Quality of the customer experience in the terminals | Innovation in the passenger service In order to provide a quality customer experience, the airport means to also extend the digital experience to passenger services, offering increasingly innovative services. In particular, as regards parking, the plan is for a car park whose use is fully integrated with the web and the apps: starting from the rationale and purchase method straight through to its use, it will be operable through one's own smartphone, without the presence of physical cash points and including entry and exit operations from the car park. |
2020 | in progress |
| Indoor Navigation Through the installation of over 2,000 beacons in Malpensa Terminal 1, a platform is to be implemented which will centrally manage the sensors installed and provide the company with information collected for the development of applications to create security, operations and indoor navigation predictive models. Creation of a dedicated app which will be capable of locating the user, providing an indoor navigation in Augmented Reality experience and accompanying the user in reaching the previously-selected POI (Point of Interest). |
2019 | in progress |
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Build resilient infrastructure and promote inclusive and sustainable industrialization and foster innovation |
| Material aspect | Objective description | Objective | Status | ||
|---|---|---|---|---|---|
| Linate | Malpensa | Linate | Malpensa | ||
| Quality of the customer experience in the terminals | Perception of the cleaning level and functionality of toilets (% of satisfied passengers) | 2019: 90.80% 2020: 91.00% |
2019: 91.60% 2020: 91.80% |
in progress | in progress |
| Reliability of the passenger transfer system | 2019: 97.85% 2020: 97.86% |
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| Perception of Passengers with Reduced Mobility (PRM) assistance (% of satisfied passengers) | 2019: 91.00% 2020: 92.00% |
2019: 91.50% 2020: 92.00% |
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| Taking charge of properly booked PRMs on arrival | 2019: 92.80% 2020: 92.90% |
2019: 86.00% 2020: 86.20% |
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| Perception of the effectiveness and accessibility of internal signage, information and communications at Terminal 1 | 2019: 98.90% 2020: 99.00% |
2019: 98.90% 2020: 99.00% |
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| Overall perception of the comfort level at Terminal 1 (% of satisfied passengers) | 2019: 7.60% 2020: 8.00% |
2019: 7.80% 2020: 8.00% |
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