Passenger information
A path of renovation has begun at Terminal 1 to improve passenger satisfaction at our airports, and this has required some action on issues of communication and information. In collaboration with External Relations Department and in agreement with all involved operating departments, a stylised hand was chosen as core image of new passenger information channels.
With a simple design, the hand uses special gestures and signals to direct/guide traveller on how to behave correctly in various spaces of airport.
Communicative style is highly recognizable, informative and immediate, with ample space devoted to images, understandable in every language of the world.
The choice of guiding colours was fundamental, allowing white designs to stand out on shades of blue backgrounds that lend brightness, modernity and lightness. The main therapeutic characteristic of blue is its soothing effect, like blue of the sky or water.
Dark blue with an open hand is used to signal prohibited actions, while blue raised index is used for allowed action. In addition to using fixed or animated figures and gestures, communication is in three languages, Italian, English and Chinese, and it starts in check-in areas with information on hand and checked baggage.
New signage also involved the renewed security area of Malpensa Terminal 1, working together with furnishings to guide passengers on the path from entrance turnstiles to security filters. Designed to improve passenger satisfaction and quality of service, the area integrates security regulations, technology, design and communication.
Family Friendly Airport
The Family Friendly Airport initiative introduced in 2013 has been made permanent to make it easy for our passengers to travel with children between 0 to 12 years of age during school holidays.
The project aims to improve the Customer Experience of passengers travelling with children and has a cross-sectional impact on comfort, security checks, information, catering and shopping; by improving the aspects of path through airport, the initiative aims to stimulate propensity to buy of this particular segment of users.
Activities carried out in 2015 at Linate and Malpensa Terminal 1 during Christmas, Easter and Summer holidays had the positive results described below.
Family lane
- about 140,000 people passed through the dedicated Family security lane at Malpensa Terminal 1 and Linate;
- over 50,000 brochures were distributed in 2 editions with growing collaboration of the commercial operators;
- positive assessment of the Family Lane during Christmas period with HappyOrNot detectors (December 23-31, 2015 - index 86/100).
Play areas
Five floor interactive projector systems were installed with Geronimo Stilton’s images, located at Terminal 1 in satellites, at Terminal 2 and at Linate. Games were very popular and were easy to maintain. In addition, collaboration between the projector supplier and the manager of the Atlantyca brand and comics allowed them to be customised and varied according to the season of the year.
A play area was furnished with a cloud-shaped sofa as possible seating.