Quality of service provided to passengers

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At a European level, flight punctuality – both arriving and departing – in 2012 improved on the monthly data of the previous year. Over 83% of flights were punctual both in departure and arrival, with an improvement of more than approx. 2.5 percentage points compared to the same period of 2011.

Malpensa

In 2012 with departing passenger flight punctuality at 85%, Malpensa improved its performance by over 2 percentage points compared to 82.7% in 2011.

Malpensa confirmed its reputation for punctuality: punctuality improved (+1.2%). In particular the performance gap between the two Terminals closed: Malpensa 2 reported departing punctuality of 88.4%, while Malpensa 1 reported 83.6% for the year.

The baggage delivery times reported were well ahead of that declared in the Services Charter:

  • the delivery of the first bag within 27 minutes was achieved for 96.5% of flights to Malpensa 1 and for 96.7% to Malpensa 2; the delivery of the last bag within 37 minutes was achieved for 93.1% of flights to Malpensa 1 and for 98.0% to Malpensa 2.

At Malpensa 1 the performance was in line with the same period of the previous year, while at Malpensa 2 an improvement of over 2 percentage points was reported.

Misdirected bag figures were in line with the previous year at Malpensa 1 (4.2 misdirected bags for every 1,000 departing passengers). The figures concerning Malpensa 2 however improved, decreasing from 0.8 bags per 1,000 departing passengers in 2011 to 0.6 in 2012. In particular, a lower proportion of bags were misdirected due to the operation of the baggage allocation plant. At Malpensa 1 the responsibility for misdirected baggage was allocated as follows: 16% to the manager SEA, 42% to airlines and 42% to handlers.

Departing passenger flight punctuality (% within 15 minutes)

Departing passenger flight punctuality (% within 15 minutes)

Source: SEA

Baggage delivery (% within the time limit fixed by the Services Charter)

Baggage delivery (% within the time limit fixed by the Services Charter)

Source: SEA

Linate

Linate departing punctuality in 2012 was 88.6%, slightly improving on 2011. Within the general European context described previously, Linate, although reducing slightly (0.4%), maintained its capacity to recover arrival delays. This should be considered significant as achieved amid previously very high arrival punctuality, improving therefore on the strong results in the previous year.

Arriving baggage management is governed at this airport by rather more stringent objectives compared to Malpensa and in line with the most advanced European level targets. This requires significant effort and a continuous focus on the process to ensure the delivery of the commitments undertaken. The delivery of the first bag within 18 minutes was achieved for 95.2% of flights, while the delivery of the last bag within 25 minutes was achieved for 94.4% of flights, in line therefore with the previous year.

The number of misdirected bags (5 bags per 1,000 departing passengers) deteriorated (although only slightly) compared to the previous year (4.8 misdirected bags per 1,000 departing passengers). In 2012 the quantity of bags from other airports which frequently cause space/weight problems related to various types of aircraft increased, with the consequence that some bags may not be correctly unloaded. The number of difficulties relating to the baggage allocation plant however improved slightly (0.5 in 2012 compared to 0.6 in 2011).

Misdirected bags (per 1,000 passengers)

Misdirected bags (per 1,000 passengers)

Source: SEA

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