Economy Class & Beyond
12/08/2022 by Leave a Comment
The queues at airports over the summer have been hard for some, with passengers directly impacted. Amsterdam Airport Schiphol has recognised its part in this and will introduce a compensation scheme for affected passengers. 
Inside Schiphol – Image, Economy Class and Beyond.
The scheme will apply to passengers who were at the airport on time between 23 April 2022 and 11 August 2022 but missed their flight due to an exceptional waiting time at security control.
The airport has approached Ombudsman MAX and the Dutch Consumers’ Association to discuss how Schiphol can accommodate these people. The temporary scheme has been developed in collaboration with them.
According to the airport
Travellers who incurred costs during the aforementioned period because they missed their flight due to a long security control queue can submit a compensation request to the airport until 30 September.
Travellers can apply for compensation for costs incurred to rebook a flight or for a replacement flight, for alternative transport if they have chosen to travel to a destination by other means, or for extra travel costs incurred to travel to Amsterdam Airport Schiphol or another airport. Travellers can also claim accommodation costs at or near Schiphol and the expenses for non-cancellable accommodation, transport or activities at their destination.
That is one hell of a generous offer – to put it bluntly.
CEO Dick Benschop of Schiphol said
A lot of people have really been looking forward to their holidays abroad, especially after two years of COVID. We’re extremely sorry that some people have missed their flight due to the long security control queue. They’ve had to miss out on all or part of their holiday, and we really sympathise with them. The broadcast of MAX Vakantieman and the appeal made by the Consumers’ Association has underscored this sentiment. During these special times and circumstances, we must not let these people fall through the cracks.
Jeanine Janssen of MAX Ombudsman, states the following about this
I’m glad that Schiphol is taking its responsibility towards the consumer. We’re proud to have been able to contribute toward this solution through our action. The trial process is now over, as people are being compensated.’
Sandra Molenaar, director of the Consumers’s Association, is pleased with the arrangement:
‘We investigated the possibility of a mass claim and then entered into discussions with Schiphol. Our joint efforts have resulted in this arrangement, which has helped a large group of consumers.’
Remember, you would have to have flown through the airport between 23 April 2022 and 11 August 2022.
Passengers wishing to submit a compensation request to Schiphol can complete the form for this at Schiphol.nl/compensation. You will need to meet the following requirements:
You are eligible for compensation if you meet the following conditions:
There are full terms and conditions listed on the page, with Schiphol will assess any requests received on the basis of the terms and conditions that have been drawn up. Travellers who have already submitted a claim at Schiphol do not have to do so again.
The scheme is not intended for flights that were cancelled or delayed. If that is what happened in your case, you will need to contact your airline
Whilst airlines have had to take their fair share of the blame (and the compensation), this marks a first for an airport holding its hands up and saying “We Messed Up and We take fiscal responsibility”.
And not to shareholders or owners, but to the consumers who use that airport’s facilities.
I doubt the move will make an impact elsewhere in the aviation world, with other airports suffering long security queues this summer, but it’s a sign that Schiphol Airport is willing to accept it had a part to play when passengers needed to move and failed in the function.
It will also depend on how much the airport is going to refund people – that will be the interesting part of all of this.
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Filed Under: Passenger Experience
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