Service regularity indicators
Service regularity indicators
| Indicator | Unit of measure | Malpensa T1 | Malpensa T2 | Linate | |
|---|---|---|---|---|---|
| Overall flight punctuality | % of flights on time/total departing flights | Target 2016 | 80.0% | 80.0% | 85.0% |
| Result 2016 | 82.3% | 84.0% | 86.9% | ||
| Delivery time of first bag from aircraft block-on | Time in minutes calculated from aircraft block- on to the delivery of the first bag in 90% of the cases | Target 2016 | 23’00’’ | 26’00’’ | 17’00’’ |
| Result 2016 | 20’50’’ | 22’15’’ | 16’50’’ | ||
| Delivery time of last bag from aircraft block-on | Time in minutes calculated from aircraft block- on to the delivery of the last bag in 90% of the cases | Target 2016 | 36’00’’ | 37’00’’ | 24’00’’ |
| Result 2016 | 32’50’’ | 26’05’’ | 22’35’’ | ||
| Waiting time on board until first passenger disembarks | Waiting time in minutes from block-on in 90% of cases | Target 2016 | 4’ | 3’ | 3’ |
| Result 2016 | 4’ | 4’ | 3’ | ||
| Overall perception of the regularity and punctuality of the services received at the airport | % of satisfied passengers | Target 2016 | 95.0% | 95.0% | 95.0% |
| Result 2016 | 98.7% | 97.3% | 96.6% |
Source: SEA, CFI Group
At Malpensa, punctuality of departing flights for 2016 reached 82.8%, with a punctuality recovery (difference between arrival and departure punctuality) of 2.7 points. The breakdown by terminal shows similar performance: Terminal 1 closes the period with a departure punctuality of 82.3% (+2.6% of recovery), and Terminal 2 closes with 84% (+2.8% of recovery). Again this year, baggage delivery times achieve values well beyond the levels stated in the Service Charter at all terminals, despite tighter standards compared to the previous year (90% of cases).
At Terminal 1, delivery of the first bag within 23 minutes was achieved for 93.9% of flights, while delivery of the last bag within 36 minutes was achieved for 94.0%;
At Terminal 2, delivery of the first bag within 26 minutes was achieved for 97.8% of flights, while delivery of the last bag within 37 minutes was achieved in 99.3% of cases.
The total number of misdirected bags is steadily improving at Linate, while there is a slight worsening at Malpensa's Terminal 1 (2.29 misdirected bags every 1,000 departing passengers, up from 2.1 in 2015). At Terminal 2, the figure of 0.48 misdirected bags per 1,000 departing passengers is basically in line with that of previous years.