Indicators of the additional services

Indicators of the additional services

Indicators of the additional services

IndicatorUnit of measure Malpensa T1Malpensa T2Linate
Perception of the wi-fi connectivity
inside the airport
% of satisfied passengersTarget 201685.0%85.0%92.0%
Result 201682.3%87.6%96.1%
Perception of mobile phone/laptop
charging station availability in public
areas, if present
% of satisfied passengersTarget 201670.0%70.0%83.0%
Result 201674.2%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 2016100.0%100.0%100.0%
Result 2016100.0%100.0%99.0%
Perception of the adeguacy of smoking
rooms, if present
% of satisfied passengersTarget 201675.0%70.0%80.0%
Result 201661.6%55.6%78.2%
Perception of the availability, quality and
prices of shops and news stands
% of satisfied passengersTarget 201690.0%90.0%90.0%
Result 201696.8%95.5%95.9%
Perception of the availability, quality and
prices of cafés and restaurants 
% of satisfied passengersTarget 201678.0%70.0%70.0%
Result 201679.1%67.4%73.3%
Perception of the availability of beverage
and snack dispensers, if present
% of satisfied passengersTarget 201690.0%90.0%90.0%
Result 201690.2%94.0%98.4%
Aeroports in numbersT1T2Linate
Baggage storage capacity (m2)130Non present107

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.