Milan Malpensa Airport

✅ Trip Verified | The most unfair security line system. Get sent to the right as you arrive at the head of the line and your queue time is at least 5 times as long as the people being sent to the left. It meant people who were way behind us in the queue got through much faster, while we were lined up stationary for over 10 minutes. I don’t mind waiting in line if it’s a fair system but this was a hideous and infuriating experience!

✅ Trip Verified | This was the worst experience I had at an airport. T We were standing at the long queue and when we heard the staff in uniform shouting for USA, Australia and even Singapore passport to queue at the express lane which was more efficient by just scanning your passport. I was thrilled to move to queue but a female staff came over to ask for my son's age, saying he was only 12 and he should be at the long queue. Then I ask her I thought you said Singaporean passport, and there was sign saying kids under 14 and parent were able to go to the queue which was closed. I am just a tourist speaking English but she started to raise her voice and speak to me in Italian which I did not understand much. I told her to speak in English but she started to raise her voice again speaking in Italian. We had to queue up for two hours with a very unfriendly crowd. At the end the person who took our passports gave us a smile but that was not enough.

✅ Trip Verified | First time in T2, after the years for closure due to Covid. The terminal is nicer and with more shops and food options. Very good baggage delivery time.

✅ Trip Verified | Arrived in Milan Malpensa in the hottest period of the year (as traffic). Everything smooth, Passport control was quick, despite the number of passenger, also from other flights. Baggage delivery not very fast, but I was travelling an A380 without an empty seats, thus there were more than 500 pieces of luggage onboard.

✅ Trip Verified | I had a bad experience with the security staff at Milan Malpensa airport. They were unfriendly, unprofessional, and overly zealous. I believe that in order to improve customer satisfaction, the airport should invest in hiring better individuals and provide them with proper training to be more customer-oriented. It is crucial to ensure that the security staff is not only efficient in their duties but also polite and helpful towards passengers. It is disappointing when the actions of a few bad apples tarnish the overall reputation of an airport. Therefore, it is necessary for the management to identify and remove those people who do not meet the expected standards. By taking these steps, the airport can create a more pleasant and welcoming atmosphere for travelers.

Not Verified | This is one of the worst airports. Cannot believe none of the international lounges would take platinum and Diamond medallion delta customers on an international flight. Unfortunately I fly through here often and I have been diverting my travel to have a stop in Paris just to have a better experience on the international leg of my flight. The bathrooms are gross, it’s feels like you are in a zoo, all of the furniture is old, they need to remodel. Way too many people come through this airport and pay a hefty price for it to feel this gross. Even in some lounges the furniture is gross and the food selection is weird.

Not Verified | It’s almost difficult to express how utterly pathetic the customer service is at this airport. If you dare ask anyone for help or directions, you will either be ignored or screamed at. In 25 years of travel, I have never experienced anything like it. One example is at the passport check just before section B. It’s an automated passport scan and picture process. I was stuck between 2 electronic gates whereby you should be looking at a camera and a picture is taken. It wasn’t working so I was stuck between both gates. When I asked a person directing people, I was told to just wait. After 5 mins I asked again and was shouted at and literally told to call the cops. Finally after 10 mins, the door behind me opened and I was instructed to start over. I will absolutely never travel through Milan again.

✅ Trip Verified | Because an airport staff gave me inaccurate information regarding claiming of tax refund, my family and I went through immigration as per advised thinking that we could get a custom stamp for our tax form, After clearing immigration, other than a small stand from Global Blue next to a custom office, we are unable to locate any stand from Planet tax refund. We went all around the airport area asking but nobody seemed helpful nor willing to help. I went back to the staff from Global Blue to ask if she knew where the Planet tax refund was but found her to be extremely unhelpful telling me that if I were to ask her a second time she will feel sorry for herself. I told her there isn’t any signage to help me locate and she replied by saying if I were to look around there isn’t any signs pointing to washroom too. I then went over to a custom officer next to the Global Blue stand to ask if he could stamp my tax form, He refused to do so without rendering further assistance as to how I could get a custom stamp. Finally, we simply dropped the tax envelopes into the box from Planet. Upon my return to my country, I found that Planet was not able to process our tax refund as custom stamps were needed. This whole experience at Milan Malpensa airport is one of the worst I ever come across. Nobody is willing to help and there is no proper signage at the airport to direct travellers like us. I just returned from Narita Japan. The tax refund process was effortless. Nothing is needed, The shops processed our refund and we were told to just present passports to immigration and no forms nor stamp are needed. This is what I call first class service.

Not Verified | Possibly the rudest passport agents I have ever encountered. Extremely slow lines and no one seemed to have any interest in doing their job properly. What line to stand in had apparently no rhyme nor reason, was directed to a line labelled EU when my passport was non-EU and when I tried to clarify with the lady who was shepherding people into lines got yelled at. To their credit, the bathrooms were clean, although not particularly frequent and the baggage came out on time.

Not Verified | It was so slow security and passport control all took far too long. They have no interest in moving lines. It was a bit of a joke. They are far too fussy about laptops also.