Continuous improvement of services, quality, and safety lie at the heart of our daily commitment. They are what defines SEA.
As an airport manager, SEA handles the design, development, and coordination of airport infrastructure, as well as the control and management of services delivered both directly by our staff and indirectly by other stakeholders.
Our aim is to ensure efficient and reliable operations in a safe and welcoming environment. At the heart of our daily commitment lies a focus on passengers, with each of us striving to enhance their travel experience in a modern and dynamic setting.
Continuous improvement of quality is a top priority for us, guiding our pursuit of innovative and enhancing solutions according to the highest international standards to maintain excellence.
“Listening to passengers means being attentive to their fundamental needs and also to expectations that go beyond what is necessary, but which can create an extraordinary experience”
A "passenger centric" approach to create value for all
Commitment to quality is ingrained in our culture, it is a priority in the whole company, driven by responsible leadership present at every level of the process.
SEA’s people embody this dedication through their ability to meet challenges, ensuring ever greater attention to passengers, the community, and all stakeholders within SEA’s internal and external context. This approach creates shared value for everyone.
- At the heart of this process lies active listening to passengers and operators and their direct engagement, enabling us to quickly and effectively improve our services.
- Teamwork and synergy between SEA’s people and stakeholders foster constant dialogue and active cooperation to continuously enhance quality and generate innovative solutions, best meeting passenger needs.
Quality Management System
In line with its "passenger centric" approach, SEA has long established a dedicated Quality Management System designed to identify, understand, and meet all passengers’ needs to ensure ever higher quality standards.
This system is based on actions positively impacting performance levels provided by both SEA and other operators, such as the continuous monitoring of services and perceived quality.
Continuous Improvement
Continuous improvement underpins our quality management process, aiming to refine and optimise our services, even through small continuous changes, decided based on data analysis.
Our commitment to delivering high-quality services involves measuring key indicators established at corporate level and, in agreement with ENAC, focuses on continuous observation and evaluation of experiences and service levels provided.
We actively involve passengers in assessing service quality through interviews conducted with a statistically significant sample, dedicated surveys, focus groups, social media channels, and field observations to gather opinions, suggestions, and direct feedback.
Service quality is measured using specific indicators observed in the field or through automated systems to assess their impact on passenger experience. The data collected and passenger feedback are then analysed and interpreted to identify new trends, strengths, and areas for improving services offered by SEA. This analysis process enables us to gain a deep understanding of passenger needs and expectations.
Thanks to our active participation in international programmes and working groups, our Quality Management System promotes the creation of a network to share best practices adopted by leading airports.
Based on the information gathered and analyses conducted, SEA develops and implements corrective actions and targeted improvements to deliver an increasingly high-quality service and identify new service opportunities for passengers.
Highlights
Participation in Customer Satisfaction programmes
Since 2008, SEA has participated in the Airport Service Quality (ASQ) programme, promoted and managed by ACI World to assess passenger satisfaction levels at airports.
In 2025, Milan Linate and Milan Malpensa have both renewed their Level 3 Airport Customer Experience Accreditation from ACI World Airport. This accreditation programme builds airports' long-term capacity to improve customer experience and recognises airports that have implemented advanced customer experience strategies and improved service quality.
In 2025, Linate Airport has once again received the prestigious international recognition Airport Service Quality Award 2024, placing it among the top European airports in the 5-10 million passenger category. The ASQ program measures passenger satisfaction based on more than 30 services, including check-in, security, comfort, and cleanliness. It is the world’s leading program for measuring airport customer experience, covering over 400 airports in more than 95 countries. Over time, passenger ratings for Linate Airport have improved, with an overall satisfaction rating of 4.26 on a scale of 1 (poor) to 5 (excellent). In 2024, Malpensa Airport won this prestigious award for airports handling between 25 and 40 million passengers, for its results in 2023.
Linate Airport has also won the ACI Europe Best Airport Award 2023 for airports handling between 5 and 10 million passengers, in recognition of its efforts in sustainability, innovation and commitment to continuously improve the airport passenger experience.
Milan Linate and Milan Malpensa Service Charters
Every year, SEA publishes the Service Charters for Milan Linate and Milan Malpensa airports, as per ENAC guidelines.
These documents not only serve as guides to the airports’ services but also reflect SEA's dedication to serving its passengers.
Each year, SEA commits to maintaining high standards of quality, monitoring service performance and passenger satisfaction, with results publicly disclosed through the Service Charters in a transparent and objective manner.
This process encourages dialogue and direct interaction with passengers, promoting continuous improvement.
