Milan Bergamo Airport: Passenger experience improvements contribute to traffic growth

Passenger traffic at Milan Bergamo continues to climb in 2019, with more-and-more people choosing to fly from the airport. The growth comes at a time when passenger satisfaction at the airport continues to improve, a result of the airport making investments of up to €450 million as part of its 2030 development plan.

“The number of people flying from Milan Bergamo increased by 2.5% in January, as we continue to follow on from the success of a record-breaking 2018 when we handled 12.94 million passengers,” comments Giacomo Cattaneo, Director of Commercial Aviation, SACBO. “The airport has invested millions of euros in improving its facilities, and the reaction from passengers to the initial phases, which have now opened, has been positive as passenger satisfaction remains at the heart of our plans.”

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Among the initial phases of the reconfigured terminal is a new check-in area. “We have changed our check-in facilities in order to improve the passenger experience. The changes in the area have created more room, and have been done in a creative and sustainable way within the current terminal building infrastructure,” comments Cattaneo. “Feedback from passengers on these improvements has been great, and this is reflective in our growing traffic numbers.” Investments have also been made airside, catering for the youngest of travellers with a new family zone in the departure lounge opening soon, showing Milan Bergamo’s commitment to cater for even the youngest of travelers.

Milan Bergamo remains dedicated to its investment in helping improve the passenger experience, and in January work began on an expansion to the terminal. “The start of works on expanding the terminal building confirms the airport’s commitment and desire to invest in infrastructure and improve service, creating a major international gateway for the region,” adds Cattaneo. Taking two years to complete, the investment will increase the terminal to a total area of 70,000 square-metres. Part of the expansion includes an extension to the western side of the existing building, with this development also preparing the airport for a direct connection to railway services in the future, in turn advancing connectivity options for passengers. The first future phase to be completed refers to the brand-new non-Schengen departures area, scheduled for completion by June 2020. It will house 10 new gates on two floors, substituting the current area with five, and an extended commercial area creating more opportunities and choice for passengers. Moreover, a brand-new business lounge will be created with this eastern extension which will be four times bigger than the existing airside lounge.

Currently the airport boasts 31 commercial retail outlets, and 17 food and beverage establishments. A sensory journey takes passengers through the discovery of food culture in this area as six well-established Italian food companies offer a true taste, travel and learning experience for passengers using unique Italian products.