MIA, the chatbot that assists passengers at Linate and Malpensa
SEA Milan Airports strengthens digital assistance to passengers with MIA, the chatbot active on the websites of Milan Linate (LIN) and Milan Malpensa (MXP) airports and on Milan Airports Shops. A tool designed to offer immediate and always available support to travellers, integrating the work of the customer care team with a fast, intuitive and accessible online channel.
Every day, MIA responds to hundreds of requests from passengers and visitors, providing useful information on flights, airport services, parking, shopping and accessibility. For many users, it represents the first digital point of contact with Milan's airports, helping them to find their way around before departure, during their stay at the airport or when planning their trip.
The name MIA encompasses a double identity: it recalls Milan Airports and is also the acronym for My Intelligent Assistant. A simple and immediate choice, designed to make the dialogue with users more natural and enhance the role of the virtual assistant as a concrete support to the airport experience.
When the request requires more personalized assistance, MIA can also count on the support of the Customer Care team via live chat, thus ensuring a transition from automated service to direct contact with an operator. The goal is to simplify the passenger experience and make information management more effective, because the journey always starts with good information.
