Case Study: SEA Milan Airports achieves real-time passenger satisfaction insights to improve operations with HappyOrNot

Using Passengers’ Perceptions to Manage Processes at Milan Airports

SEA Milan Airports (Malpensa and Linate) needed a way to monitor passenger perceptions in real time rather than relying on slow, retrospective surveys. To address this, they partnered with HappyOrNot and launched the HappyOrNot service using Smiley Terminals in December 2014 to capture immediate feedback from travelers across the airports.

HappyOrNot deployed 30 Smiley Terminals at key service points (security, toilets, food and retail, family and PRM areas) and now collects roughly 150,000 feedback responses per month. The instant data and reporting have let SEA Milan Airports track performance daily, detect hidden issues, share results with stakeholders, and adjust operations and staffing proactively to improve the passenger experience.

SEA Milan Airports

Giorgio Medici

Head of Customer Care Department