Milan Bergamo Airport: Where Every Connection Counts
How a leading European hub transforms every passenger touchpoint into an ongoing relationship
User Feedback
Languages
Issue Resolution
The client
About Milan Bergamo Airport
Milan Bergamo Airport (BGY) connects travelers to destinations across Europe and beyond. Committed to delivering world-class service, BGY continually seeks innovative ways to improve the passenger experience — and respond to concerns in real time.
The challenge
Capturing the Voice of Travelers
BGY needed a way to gather immediate, daily feedback from passengers across multiple service areas — baggage claim, lost and found, flight information, and general complaints. But traditional feedback methods were too slow and cumbersome, creating a disconnect between what travelers experienced and what staff could actually act on.
They needed a frictionless way to capture authentic feedback in the moment, across multiple languages, without adding friction to the travel experience.
The solution
Real-Time Feedback at Every Touchpoint
BGY deployed Jotto across key locations throughout the airport, giving passengers a frictionless way to share video, voice, and text feedback instantly — in their own language, on their own terms.
Frictionless Feedback
Passengers engage in the moment — no apps, no forms, no friction. Just a direct line from traveler to staff.
Intelligent Portal
Feedback is automatically sorted by topic, sentiment, location, and language — so BGY's team can spot and respond to issues in real time.
Continuous Engagement
Once received, BGY's team can respond, take action, and follow up with travelers directly — building a transparent feedback loop.
The results
Measurable Impact on Service Quality
For the first time, BGY had a live, daily picture of what travelers were experiencing — specific enough to act on, and broad enough to reveal systemic patterns.
Daily Feedback at Scale
Significant volumes of passenger feedback now collected daily across all service touchpoints — automatically, without staff intervention.
Real-Time Issue Spotting
Emerging service issues surface in the dashboard before they escalate — allowing immediate action across any touchpoint in the airport.
Targeted Improvements
Organized feedback by location and issue type gave BGY clear direction on where to invest attention and resources.
Enhanced Service Quality
BGY now addresses specific and systemic issues immediately — improving traveler satisfaction without increased customer service spending.
Build real connection
Hear what every traveler actually thinks
Get in touch to see how Jotto can work for you