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The pursuit of constant innovation in communication tools for passengers has resulted in the Milan Airports being among the first in the World to launch its own ChatBot. ChatBot is a virtual assistant capable of conversing by simulating human interaction 24 hours a day, 7 days a week through the main instant messaging Facebook Messenger platform.

ChatBot makes it possible to talk naturally, discover restaurant and shop offers, check out the flight status and receive ongoing updates, query FAQs for information such as to whether it is possible to travel with animals, hand luggage type, transport of liquids or the needs of Passengers with Reduced Mobility and so much more.

It is also possible to check the reward points balance, the purchases history or to request a Loyalty ViaMilano Program reward.

Chatbot, which was launched on February 1, 2018, has achieved excellent results. As at December 31, 2018, it had sent 633,803 messages to 41,655 unique users.

The level of service satisfaction offered via Chatbot, placed on a ranking of 4.4 out of a maximum of 5, is testimony to the quality of responses it is capable of providing.