2025 Winner: SEA Milano

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We are proud to recognize SEA Milano as one of the distinguished winners of the 2025 FeedbackNow Real-Time Feedback Awards, receiving the prestigious Vanguard Award. As the operator of Milan’s airports, Malpensa and Linate, SEA Milano exemplifies how real-time passenger feedback can transform the travel experience at scale.

By fully outfitting both airports with FeedbackNow technology, SEA Milano has built a culture of listening and acting instantly. Across the whole passenger journey, real-time insights have empowered teams to continuously elevate standards of comfort, efficiency, and cleanliness for millions of travelers each year. The impact is undeniable: over 10 million passenger feedbacks collected, fueling an ongoing cycle of improvement and positioning SEA Milano as a global leader in operational excellence.

“At SEA Milan Airports, passenger satisfaction at Linate and Malpensa is one of our top priorities,” said Delphine Hornez, CRM Manager at SEA Milano. "Over the years, our approach to monitoring the passenger experience has evolved from traditional surveys to real-time smiley feedback systems. This evolution enables more effective operational management of both airport services and commercial activities.

This approach plays a critical role across key touchpoints such as security, cleaning, food and beverage, duty-free, PRM services, and lounges. Delivering high-quality service means maintaining excellence not only on average, but hour by hour and day by day.

Real-time smiley feedback supports not only the airport operator but everyone involved in service delivery —from frontline staff to back-office teams, including shift planning, catering management, and suppliers. Instant data sharing helps align operations, improve coordination, and drive a shared commitment to service quality.

Alerts are essential for rapid response in critical situations. When an issue arises, staff can be immediately dispatched to investigate on site and report back to the maintenance or control room, ensuring swift corrective action.

Finally, satisfaction data collected at each service point provides a powerful input for strategic decision-making, supporting initiatives such as renovation planning, service improvements, and changes in commercial offerings."

This recognition highlights not only the scale of SEA Milano’s program, but also the forward-looking leadership driving it. Their commitment demonstrates the true power of real-time feedback — where every passenger’s voice matters, and every journey can be improved.

Congratulations to SEA Milano and to all of the outstanding organizations honored in the 2025 FeedbackNow Real-Time Feedback Awards. Together, you’re setting the standard for the future of customer experience.