Service regularity indicators

Indicator	Unit of measure		Malpensa T1	Malpensa T2	Linate
Overall flight punctuality	% of flights on time/total departing flights	Target 2015	78.0%	80.0%	85.0%
Overall flight punctuality	% of flights on time/total departing flights	Result 2015	83.7%	84.0%	88.5%
Delivery time of first bag from aircraft block-on	Time in minutes calculated from aircraft block- on to the delivery of the first bag in 90% of the cases	Target 2015	27’	26’	18’
Delivery time of first bag from aircraft block-on		Result 2015	23’	23’	17’
Delivery time of last bag from aircraft block-on	Time in minutes calculated from aircraft block- on to the delivery of the last bag in 90% of the cases	Target 2015	37’	37’	25’
Delivery time of last bag from aircraft block-on		Result 2015	36’	27’	24’
Waiting time on board until first passenger disembarks	Waiting time in minutes from block-on in 90% of cases	Target 2015	3’	3’	4’
Waiting time on board until first passenger disembarks	Waiting time in minutes from block-on in 90% of cases	Result 2015	4’	3’	2’
Overall perception of regularity and punctuality of services received at the airport	% of satisfied passengers	Target 2015	95.0%	95.0%	95.0%
	% of satisfied passengers	Result 2015	98.0%	97.5%	98.2%

Source: SEA, CFI Group

In terms of targets, improvement in punctuality of departing flights continued in 2015, especially from Linate, which holds the primacy of departure punctuality among European airports included in EAPN ranking, confirming airports’ ability to manage and coordinate the set of ground activities of all involved Bodies.
At Malpensa Airport, despite recovery in punctuality (+1.8 points) compared to last year, departure punctuality is declining, influenced by the sharp worsening of arrival punctuality.
The same is true for Linate airport, despite airport’s recovery in punctuality of +1.9 percentage points over the previous year.
Again this year, baggage delivery times achieve values well above levels stated in Service Charter at all terminals, despite tighter standards compared to the previous year (90% of cases).
At Terminal 1, delivery of first bag within 23 minutes was achieved for 96.5% of flights, while delivery of last bag within 36 minutes was achieved for 93.1%.
At Terminal 2, delivery of first bag within 23 minutes was achieved for 97.1% of flights, while delivery of last bag within 36 minutes was achieved in 98.8% of cases.

Number of misdirected bags (every 1,000 passengers)

Source: SEA

The amount of misdirected baggage at Terminal 1 is improving, while Terminal 2 figure is considered normal and not reducible. Linate’s figure has slightly improved.