Passengers

SEA Group aims to ensure continuous improvement of services provided to customers.

Cumulative departing flight punctuality in 2019 was 75.5%, with a recovery of punctuality (difference between arrival punctuality and departure punctuality) of 2.2 points. The analysis by Terminals also shows a similar trend: Terminal 1 reports departing punctuality of 75.2% (+1.2 point recovery), with Terminal 2 indicating a year-to-date value of 76.4% (+5.4 point recovery). Linate airport closes 2019 with punctuality values at 88.2%, compared to punctuality for arrivals at 88.3% (-0.1 punctuality recovery).

Performance in terms of baggage delivery times, to be met for 90% of cases, is ahead of the values set out in the Service Charter: in Terminal 1 delivery of the first bag within the standard timeframe (24 minutes) was achieved for 92.4% of the flights, whereas the delivery of the last bag within 36 minutes was achieved in 91.3% of cases; at Terminal 2, the delivery of the first bag within the standard timeframe (26 minutes) was achieved for 98.5% of flights, whereas the delivery of the last bag within 35 minutes was achieved in 97.4% of cases.

The baggage return performance at Linate was in line with the standards set for 2019 with the first bag delivered within the standard timeframe (17 minutes) for 93.9% of flights and the last bag delivered within the standard timeframe of 24 minutes for 94.3% of flights.

Number of misdirected bags