The Quality Plan, part of the Regulatory Agreement, focuses SEA on achieving service levels in line with - and where possible better than – those offered by the major European airports.
Sustainability objectives for the passenger stakeholders - 2018-2020 Three-year period
| Indicator | Objective | |
|---|---|---|
| Linate | Malpensa | |
| Waiting time for baggage x-ray (minutes waiting in 90% of cases) * | 2018: 7'20’’ 2019: 7’10’’ 2020: 7’00’’ |
2018: 7'30’’ 2019: 7’10’’ 2020: 7’00’’ |
| Airport operator delays (IATA Codes 19, 58, 85, 87) (no. of delays/total pax. departing flights) |
2018: 0,26% 2019: 0,24% 2020: 0,22% |
2018: 0,34% 2019: 0,32% 2020: 0,30% |
| 1st baggage return time from the aircraft block-on (minutes of waiting in 90% of cases) |
2018: 16'40’’ 2019: 16'30’’ 2020: 16'20’’ |
2018: 22'40’’ 2019: 22'30’’ 2020: 22'20’’ |
| Last baggage return time from the aircraft block-on (minutes of waiting in 90% of cases) |
2018: 23'40’’ 2019: 23'30’’ 2020: 23'20’’ |
2018: 35'40’’ 2019: 35'30’’ 2020: 35'20’’ |
| Misdirected bags due to malfunctioning of the Baggage Handling System (No. misdirected baggage units/1000 departing passengers) |
2018: 0,26 2019: 0,25 2020: 0,24 |
2018: 0,38 2019: 0,36 2020: 0,32 |
| Perception of the cleaning level and functionality of toilets (% of satisfied passengers) |
2018: 90,40% 2019: 90,80% 2020: 91,00% |
2018: 91,40% 2019: 91,60% 2020: 91,80% |
| Reliability of the passenger transfer system (% functioning time in the opening hours of the airport) |
2018: 97,84% 2019: 97,85% 2020: 97,86% |
- |
| Late flight departures due to goods handling (IATA Codes 21,22,23,24,25,26,27,28,29,38) (% of delays on total annual) |
- | 2018: 0,093% 2019: 0,091% 2020: 0,090% |
| Perception of Passengers with Reduced Mobility (PRM) assistance (% of satisfied passengers) * |
2018: 90,00% 2019: 91,00% 2020: 92,00% |
2018: 91,00% 2019: 91,50% 2020: 92,00% |
| Taking charge of properly booked PRMs on arrival (% within 5 minutes of last passenger’s disembarkation) |
2018: 92,70% 2019: 92,80% 2020: 92,90% |
2018: 85,80% 2019: 86,00% 2020: 86,20% |
| Perception of the effectiveness and accessibility of internal signage, information and communications at Terminal 1 (% of satisfied passengers) |
2018: 98,70% 2019: 98,90% 2020: 99,00% |
2018: 98,70% 2019: 98,90% 2020: 99,00% |
| Overall perception of the comfort level at Terminal 1 (% of satisfied passengers) |
2018: 97,40% 2019: 97,60% 2020: 98,00% |
2018: 97,50% 2019: 97,80% 2020: 98,00% |
| Reliability of the baggage movement system (% time of functioning / operational hours of the airport) * |
2018: 99,63% 2019: 99,64% 2020: 99,65% |
2018: 99,75% 2019: 99,76% 2020: 99,77% |
* Indicators concerning both Terminal 1 and Terminal 2
Source: ENAC-SEA Regulatory Agreement
For each airport, 12 indicators were defined, in part directly requested by ENAC, in part identified by SEA in consultation with users, from among a set of indicators provided in part by ENAC, in part identified by SEA and users, from among Service Charter indicators. From Malpensa the indicators refer to, where not otherwise specified, only Terminal 1.
The particular attention on the Terminal 1 performance was due to the fact that this infrastructure is considered characteristic of Malpensa airport, both in terms of volumes and type of traffic managed.
For the 2016-2020 Sub-period, the Quality Plan identified the same number of indicators as the previous Sub-period (12), equal for both airports, with the substitution of some in order to achieve greater consistency with the evolution of airport services.
The new indicators were: airport operator delays, taking charge of PRMs on arrival and the perception of the effectiveness and accessibility of internal signage, information and communications.
In addition, the baggage return time indicator was divided into two distinct indicators: first baggage return time and last baggage return time.
Regarding both Linate and Malpensa airports, the indicators were identified in a balanced way between those relating to functionality (8) and those relating to comfort (4).