Milan Malpensa Airport

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.

✅ Trip Verified | It’s incredibly ridiculous and insulting to pay for a trolley to carry your bags. The principle of entering one’s country and the first thing you do is having to pay money to carry your bags goes against any hospitality rule - where’s the welcome there?

Not Verified | Connected flights in Milan Malpensa. Airport information was closed at the arrivals hall, so we had to walk to the tickets office for the train station, to get some information about getting in-out of the city while waiting on connecting flights. Stayed at the airport because we didn't have the time to go and return. Departure flights have 2 areas: EU flights and flights that need passport control. We were flying to Tel Aviv, so need to pass passport control. Good thing we did that only an hour before the flight. Once you pass passport control, there is no return to the duty-free area. After passport central the B gates are divided to the low-cost ones and the regular ones. The low-cost gates B1-B34 have 3 vending machines that were stuck. B50-B59 have a duty-free shop, a café and a restaurant, all with a huge line. So, better to stay at the regular EU duty free area, it has lots of great shops and lots of great cafes and restaurants. Coffee and water prices are really fair. There is a great place to get Ice Cream, toilets are clean and the seating is good. We had a passenger with Special Assistance, airport staff was very attentive (unlike airline staff).

Not Verified | We arrived and had to queue for an hour to get through passport control. People were jumping in, no organisation. On leaving the airport we had gone through security pretty quickly. No gate number was showing for our plane until 40 minutes before departure, we proceeded to gate, but then had to queue for passport control and show again at departure gate. The queue was horrendous again with no real organisation We even said our flight was boarding but we had to wait. Will not be back to Milan in a hurry made our experience very stressful.

✅ Trip Verified | A mess. Passengers were basically stepping on one another as the terminal was so full. The terrible thing is that the low cost terminal is closed and it doesn’t look like it’s gonna open any time soon.

✅ Trip Verified | I experienced the new security check, with the new security machines, able to screen liquids, without having to take them out of the hand luggage. Despite being the last Sunday of July, the queue was very smooth and quick; in 5 minutes we were past the security in a very crowded day for departures. I read that even BBC came to report about how smooth the security in Milan Malpensa is (compared to mile long queues in London Heathrow...), and, yes it really works fine.

Not Verified | The wifi is terrible (not working 3/4 of the time and slow when working). Not many food options, expensive restaurant, and the only shops there are are luxury brands such as Gucci, Moncler, etc…