| I have been flying several times a year, all over the world, for more than 40 years and have never experienced anything like the level of discourtesy and incompetence I encountered at Malpensa airport last weekend. The experience left my wife, a non EEA national, absolutely distraught, as she was denied boarding a flight to the UK for a family Christmas holiday, despite holding a valid EU residence card and the EU and UK Gov websites also stating she did not need a visa to visit the UK. However, clearly untrained staff were obviously not aware of these important directives. They only allowed us to check in for the flight after a 10 minute delay while an invisible supervisor was consulted. However, after having checked in, things went from bad to worse. Firstly, a passport control officer waved my wife's residence card in her face and taunted her about being in his country and not being able to speak Italian. For the record, she has been in the country less than a year and has only just started taking Italian lessons and while she can speak her native tongue and English fluently, the passport control officer only spoke Italian. Secondly, at the departure gate my wife was denied boarding after airline staff consulted another invisible supervisor. They were absolutely not for listening, even when I showed them the relevant EU and UK government travel directives which indicated my wife had all the necessary travel documentation. The airline staff only wanted us out of the way as soon as possible and refused to let us discuss the matter with a supervising officer. In what was already a very embarrassing and stressful experience for my wife, further salt was rubbed into the wounds as we had to go back through passport control and endure further scorn from the aforementioned officer. After two days of wrangling with the airline's customer service staff, they finally admitted their error and resolved the matter. Furthermore, they mentioned that they would ensure their Malpensa airport staff would be given further necessary training. They clearly need it. I cannot imagine my wife is the only person to have passed through that airport with similar documentation. The inexperienced young officer at check in even alluded to this when she admitted confusion on the issue as sometimes her invisible supervisor allowed some passengers to travel and others not. That's simply arbitrary then and based on whim, not facts. If you are being paid as a supervisor, then you should be seen to be visible and supporting your staff and customers, not shirking responsibility and hiding in some back office. In conclusion, the level of service we encountered was simply worse than anything seen, even in so called 'developing countries' such as Cambodia, Laos and Vietnam. Well Malpensa, it's time to wake up, because airports in these 'developing countries', are doing things a whole lot better than you are. What's more, their staff have a service mentality and work ethic and are usually much more warm and welcoming to foreign visitors. I hope Malpensa airport staff enjoyed their family Christmas -we certainly did not as a result of your gross incompetence.