Door/gate service indicators
Door/gate service indicators
| Indicator | Unit of measure | Malpensa T1 | Malpensa T2 | Linate | |
|---|---|---|---|---|---|
| Perception of the ticketing service | % of satisfied passengers | Target 2016 | 95.0% | 95.0% | 95.0% |
| Result 2016 | 97.9% | 100.0% | 100.0% | ||
| Waiting time at check-in | Waiting time in minutes in 90% of surveyed cases | Target 2016 | 20’ | 15’ | 10’ |
| Result 2016 | 15’13” | 17’06” | 7’21” | ||
| Perception of waiting time at check-in | % of satisfied passengers | Target 2016 | 93.0% | 93.0% | 95.0% |
| Result 2016 | 97.5% | 95.6% | 96.3% | ||
| Waiting time for security checks | Waiting time in minutes in 90% of surveyed cases | Target 2016 | 7’ | 8’ | 7’40” |
| Result 2016 | 6’44” | 5’54” | 7’01” | ||
| Perception of waiting time at passport control | % of satisfied passengers | Target 2016 | 95.0% | 95.0% | 95.0% |
| Result 2016 | 98.5% | 98.9% | 93.5% |
Source: SEA, CFI Group
SEA's commitment is to facilitate all check-in and boarding activities, while fully complying with security and control procedures. To this end, SEA also provides a Fast Track for eligible passengers who wish to minimize queuing wait time at security filters.
Queuing wait times for carry-on baggage x-ray check filters are widely within the values required by the Economic Regulation Agreement (6'23" is the value weighted between the two terminals for 2016, against the required standard of 8'30").
The opening of new security filters in 2016 at Terminal 2 enabled a reduction in queuing wait times.
Detailed values of the two terminals are as follows: at Terminal 1, 6'44'' compared to a limit of 7'00", at Terminal 2, 5'54" compared to a limit of 8'00" and Linate 7'01" compared to a limit of 7'40".
In the airport terminal, in addition to check-in desks normally operated by support personnel, passengers also find self-service check-in desks.
To cope with the rise in security measures, SEA enhanced infrastructure and human resources dedicated to these activities, managing to keep waiting times in line with the stated targets.
From December 2016, the arriving passport control queuing wait time data for Terminal 1 is available, measured using Blue-Fi technology, already used to track queues at security filters and departing passport control.