Customer service at Milan Malpensa airport

Find out the useful information for assisting travellers in and around Malpensa Airport. Being the 29th busiest airport in Europe, and handling more than 18 million passengers, Malpensa Airport has a very big commercial area which offers many services, designed to meet all the needs of the passengers, who can safely spend their time in shopping or indulge in relaxation.


Before departing, please check you have the requested documents – identity card and health card – to enter the country you are travelling to, otherwise you may be refused in entering. You can find further details on the information sheet of the referred country on Travelling Safely website (www.viaggiaresicuri.it).


The Visa Waiver Program (travel without a visa) enables citizens of certain countries to visit the United States for no more than 90 days without having to obtain a visa prior to travel. Holders of non-readable passports who wish to travel under the Visa Waiver Program shall contact the competent authorities in order to gain a machine-readable passport.


Before departing passengers can have a look at the procedures required for boarding operations, the rules on the transport of baggage and liquids, the documents requested for your destination and the provisions relating to underage and the transport of pets. Useful information is also provided for passengers with reduced mobility.


Then, it is firmly recommended to arrive at the airport within the times specified by the airline and to verify the check-in deadlines and type of document required for travel towards your destination country. In addition, when booking your ticket it is important to report any passengers with special needs: such as children under two years of age, people with mobility difficulties and so on.


Malpensa Airport, actually, looks after children travelling alone, meeting a high standard in terms of safety and quality. Unaccompanied kids need special support and this airport offers its assistance with great sensitivity, before the flight and after landing. Moreover, a dedicated staff accompany them throughout their journey, from the moment that parents or tutors say goodbye to them to the final destination.


In case of pregnancy, is always wise to inform the airline about your status, bringing the necessary documentation. The airport has comfortable areas where you can breastfeed your child in complete privacy.


The hand baggage dimensions and its weight depend on the provisions of the airline with which you are flying. Rules relating to the hand baggage weight and dimensions vary by airline: then, it is advisable to check the size limits of baggage on your ticket or on the website of the airline you will fly with. Only one hand baggage is allowed, which can basically have a maximum weight of 10 kg.


Liquids in small quantities must be presented at security checkpoints are allowed in your hand luggage. They must have a maximum capacity of 100 milliliters, or an equivalent weight (100 grams). Each passenger is allowed to carry only one plastic bag. Medicines and liquids prescribed for dietary purposes, such as baby food, can be transported out of the bag and are not subject to volume limitations.


If you lose or damage your luggage, contact the Lost&Found office of the relevant airline within the customs area, before leaving the luggage area. The PIR module (Property Irregular Report) will be issued, and will include the telephone number to follow your practice. If after 5 days the luggage has not been recovered, you will need to directly contact the airline.

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