Check-in and security service indicators

Indicator	Unit of measure		Malpensa T1	Malpensa T2	Linate
Perception of ticketing service	% of satisfied passengers	Target 2015	n.d.	n.d.	n.d.
Perception of ticketing service	% of satisfied passengers	Result 2015	100.0%	100.0%	100.0%
Waiting time at check-in	Waiting time in minutes in 90% of surveyed cases	Target 2015	10’	14’	6’
Waiting time at check-in	Waiting time in minutes in 90% of surveyed cases	Result 2015	20’53”	14’46”	6’50”
Perception of waiting time at check-in	% of satisfied passengers	Target 2015	93.0%	93.0%	95.0%
Perception of waiting time at check-in	% of satisfied passengers	Result 2015	97.3%	98.3%	96.7
Waiting time for security checks	Waiting time in minutes in 90% of surveyed cases	Target 2015	7’50”	8’10”	9’40”
Waiting time for security checks	Waiting time in minutes in 90% of surveyed cases	Result 2015	6’28”	7’57”	8’53”
Perception of waiting time at passport control	% of satisfied passengers	Target 2015	95.0%	95.0%	95.0%
Perception of waiting time at passport control	% of satisfied passengers	Result 2015	98.5%	100.0%	98.0%

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 minimise queuing wait time at security filters. In airport terminal, in addition to check-in desks normally operated by support personnel, passengers also find self-service checkin kiosks, provided to the most important carriers.
They are simple and fast to use, even for less experienced passengers. In case of Terminal 1, the failure to meet the targets set for check-in waiting is linked to the procedures required for handling high-risk flights (including, for example, passenger profiling) and charters. These types of flight require longer times, even though these do not cause disruption or dissatisfaction among passengers. The problem remains that their negative impact on the results cannot currently be unbundled.
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 stated targets.