Hello,
first: The check-in at MXP is in my good books, as nowhere else I experienced such a helpful staff as at MXP. I came too late to the CI for the last flight of the day (it was already the departure time of the flight - traffic jam because of a highway accident), and they phoned some ground staff to contact the captain whether he can wait for a late coming SEN (!). The CI-lady than even escorted me through the security check, and an other ground staff member drove me with a FIAT Uno to the waiting plane (Air Dolomiti ATR). ^ ^
Just another question: I have never and nowhere managed that CI-staff could rebook me - do they even have the tools for that? Another time, also at MXP, I was friendly asked to call the SEN-line, as they could not rebook me at Check in.
So may be it's rather a technical than an attitude issue?