Indicators of the additional services
Indicators of the additional services
| Indicator | Unit of measure | Malpensa T1 | Malpensa T2 | Linate | |
|---|---|---|---|---|---|
| Perception of the wi-fi connectivity inside the airport | % of satisfied passengers | Target 2016 | 85.0% | 85.0% | 92.0% |
| Result 2016 | 82.3% | 87.6% | 96.1% | ||
| Perception of mobile phone/laptop charging station availability in public areas, if present | % of satisfied passengers | Target 2016 | 70.0% | 70.0% | 83.0% |
| Result 2016 | 74.2% | 75.4% | 89.7% | ||
| Compatibility of the café opening hours with airport opening hours | % of flight arrivals/departures compatible with the opening hours of the cafés in their respective areas | Target 2016 | 100.0% | 100.0% | 100.0% |
| Result 2016 | 100.0% | 100.0% | 99.0% | ||
| Perception of the adeguacy of smoking rooms, if present | % of satisfied passengers | Target 2016 | 75.0% | 70.0% | 80.0% |
| Result 2016 | 61.6% | 55.6% | 78.2% | ||
| Perception of the availability, quality and prices of shops and news stands | % of satisfied passengers | Target 2016 | 90.0% | 90.0% | 90.0% |
| Result 2016 | 96.8% | 95.5% | 95.9% | ||
| Perception of the availability, quality and prices of cafés and restaurants | % of satisfied passengers | Target 2016 | 78.0% | 70.0% | 70.0% |
| Result 2016 | 79.1% | 67.4% | 73.3% | ||
| Perception of the availability of beverage and snack dispensers, if present | % of satisfied passengers | Target 2016 | 90.0% | 90.0% | 90.0% |
| Result 2016 | 90.2% | 94.0% | 98.4% | ||
| Aeroports in numbers | T1 | T2 | Linate | ||
| Baggage storage capacity (m2) | 130 | Non present | 107 | ||
Source: SEA, CFI Group
In 2016, pre- and post-sales support provided by call centre for e-commerce services that can be purchased through a multi-site platform (mainly for car parks, as well as for fast track and VIP lounges) generated a 9% increase in total calls, rising from 130,000 to 142,000. Given the type of services sold online, telephone service is increasingly becoming a service for passengers already at airport in the stages before the trip.
Along with the development of e-commerce services, evolution of the support is also evident thanks to the features of new apps. Call centre operators are also available to passengers through a web chat channel and can call customers who activate a call back request. Since December 2016, the call centre also responds promptly to passengers via Facebook, which SEA has used for a few years now, recently allocating it to Customer Care for passenger assistance.