Roberta Aguirre
Amsterdam's Schiphol Airport, one of the busiest airports in Europe, has been facing challenges that have impacted its efficiency and reputation. The airport has experienced issues such as long lines, missed flights, worker strikes, delayed or lost baggage, and staff shortages. These problems have led to a significant amount of travel chaos and negative attention from the aviation industry and travellers alike. While there have been efforts to address these issues, such as financial bonuses for security workers and improvements in technology, the airport continues to face challenges in providing a smooth and reliable experience for passengers.
| Characteristics | Values |
|---|---|
| Long lines | Yes |
| Delayed or lost baggage | Yes |
| Worker strikes | Yes |
| Staff shortages | Yes |
| Hours-long lines for security | Yes |
| Delayed flights | Yes |
| Cancelled flights | Yes |
| Unclaimed baggage | Yes |
| Online check-in | Available |
| Self-service baggage drop-off | Available |
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What You'll Learn
Long lines and missed flights
In one instance, a traveller shared that they arrived at the airport four hours before their flight, yet still missed it due to the lengthy security lines. Another traveller, with a 14-hour layover, was advised by airport staff to remain in the airport instead of leaving to meet a friend due to the extensive queues.
The issues at Schiphol Airport have prompted concerns from major airlines, including KLM, which stated that the problems were hurting its reputation. The airport has implemented strategies such as online check-in and self-service baggage drop-offs to alleviate the situation. However, cost-cutting measures, such as the removal of a bonus for security workers, have been criticised as detrimental to the overall experience.
The challenges at Schiphol are not unique, with other European airports like Heathrow and Brussels also facing their own set of issues. Nevertheless, the extent of the problems at Schiphol has led to discussions about improving job conditions, increasing worker pay, and providing a more reliable and predictable passenger experience.
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Staff shortages
In 2022, Dick Benschop, the former president and CEO of the Royal Schiphol Group, acknowledged the airport's "severe operational issues driven by staff shortages." Benschop pledged to address the problems by improving job conditions and worker pay and working with airlines to provide a "reliable and predictable" passenger experience. However, the airport's decision to scrap a 5.25 euros hourly bonus for security workers during the summer season led to further staff departures and a resurgence of long queues, especially on weekends.
The staff shortages have had a significant impact on travellers, with some reporting that they needed up to four hours to get through security and reach their gates, resulting in missed flights. Long lines for security have often snaked outside under tents, and some passengers have resorted to booking hotels near the airport due to concerns about delays.
To mitigate the impact of staff shortages, Schiphol Airport has implemented several measures. These include encouraging online check-ins and promoting the use of self-service baggage drop-offs to reduce wait times at check-in desks. Additionally, the airport has introduced new CT scans, allowing passengers to keep liquids and electronics in their hand baggage during the security check.
While transits have generally not been affected by the staff shortages, the situation has improved from the issues experienced in the fall of 2022. However, travellers are still advised to arrive early and be prepared for potential delays or disruptions.
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Lost and delayed baggage
Amsterdam's Schiphol Airport has been facing issues with lost and delayed baggage due to staff shortages. Travellers have had to wait for hours for their baggage or have been sent home without their suitcases. In some cases, unclaimed baggage has been left piled up at the airport.
If you have a missing bag after a KLM flight, you can report it at the baggage desk at the airport or online within 48 hours of your arrival. You will receive a Property Irregularity Report (PIR) with a file reference number, which you can use to track your baggage status. If your baggage is equipped with a tracking device, such as an AirTag or SmartTag, you can share its location with the airline to help locate your bag.
In most cases, delayed baggage is located within three days. However, if your baggage hasn't been found within 21 days, you can contact the airline's customer support centre to discuss next steps, including submitting a claim. The airline is responsible for the consequences of lost or delayed baggage and should provide you with an emergency kit of essential items or refund your expenses for purchasing these items yourself. You may also be entitled to receive compensation of up to €1,280 for your lost baggage.
If you have lost an item within the airport premises, you can visit the Lost and Found offices or desks to report it. You can also call the Lost and Found office on +31 20 333 0333 for further inquiries.
To avoid issues with checked baggage, consider taking advantage of the self-service baggage drop-off at the airport. Additionally, many airlines offer online check-in, which can save time at the check-in desk.
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Lack of priority for business class
Amsterdam's Schiphol Airport, one of the busiest airports in Europe, has been facing operational issues and challenges that have impacted travellers, including those in business class. While the airport has implemented measures to improve the situation, concerns about a lack of priority for business-class passengers persist.
Schiphol Airport has experienced significant challenges, including labour and staff shortages, which have resulted in long queues and missed flights. These issues have affected all passengers, including those travelling in business class, seeking a smoother and more efficient experience. The airport has faced criticism for not providing priority services or dedicated facilities for business-class travellers, exacerbating the sense of frustration among this cohort of passengers.
In response to the issues, Schiphol Airport introduced a 5.25 euros hourly bonus for security workers during the peak travel season, which helped alleviate the problems temporarily. However, this bonus was discontinued after the summer, leading to a resurgence of queues, particularly during weekends and holiday periods. The airport has also been criticised for its management of the situation, with some travellers opting to avoid the airport altogether and choose alternative routes to mitigate potential delays and disruptions.
Business-class passengers have expressed disappointment and frustration over the lack of priority treatment at Schiphol Airport. Despite paying a premium for their tickets, they often find themselves subjected to the same lengthy queues and crowded conditions as other travellers. This has led to a perception of diminished value for money and a sense of dissatisfaction among business-class customers.
To address these concerns, Schiphol Airport needs to implement effective solutions that prioritise the needs of business-class passengers. This could include dedicated check-in counters, expedited security lanes, and exclusive lounge access to streamline their journey through the airport. By offering differentiated services, the airport can provide a more premium experience that meets the expectations of business-class travellers.
Additionally, the airport should focus on improving overall efficiency by addressing staff shortages and providing adequate resources to handle peak travel periods. By enhancing operational capabilities and prioritising customer service, Schiphol Airport can restore its reputation as a world-class travel hub that caters to the diverse needs of its passengers, including those travelling in business class.
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Worker strikes
Amsterdam's Schiphol Airport has been facing challenges due to worker strikes, which have contributed to a chaotic situation for travellers. The issues at the airport have been widely reported, with passengers experiencing significant delays and even missing their flights due to lengthy security queues.
One of the notable worker strikes at Schiphol occurred in April 2022 when ground personnel went on an unannounced strike during the school holiday season. This strike caused extensive delays and cancellations, with travellers facing long waiting times. The situation became so dire that airport authorities urged incoming travellers to refrain from coming to the airport for several hours. Even after the strike ended, passengers continued to experience long lines and delays.
In addition to the ground personnel strike, Schiphol has also faced disruptions due to strikes by cleaning staff and KLM baggage handlers. Cleaning staff, who are employed by agencies working for various companies at the airport, went on a brief wildcat strike in June 2022 to protest their exclusion from the bonus pay agreement that covered approximately 15,000 other airport workers. Fortunately, this strike did not impact flights, and the workers eventually reached an agreement with the airport authorities.
KLM baggage handlers also staged a strike in April 2022 to protest their working conditions. This strike contributed to the lengthy delays experienced by passengers. To address the ongoing issues, Schiphol airport executives have been working closely with unions to negotiate agreements and improve the situation.
The strikes have been driven by several factors, including low wages, lack of job permanency, and disputes over bonus pay. As a result of these strikes and staff shortages, Schiphol airport has had to reduce the number of passengers it serves, with a 16% reduction in passenger traffic expected during the summer of 2022. The disruptions have also led to a pile-up of unclaimed baggage, with reports of around 16,000 suitcases left at the airport.
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Frequently asked questions
Amsterdam's Schiphol Airport has been facing challenges due to labour and staff shortages, causing long lines and missed flights. While there have been some improvements, travellers are still advised to arrive early and be prepared for potential delays. It is recommended to check the airport's website for the latest updates and advice.
The issues at Schiphol Airport have been attributed to labour shortages and mismanagement. In addition, there have been reports of unclaimed baggage piling up, with around 16,000 suitcases left at the airport. Worker strikes and technical issues have also contributed to the problems.
Travellers can take several steps to mitigate potential issues at Schiphol Airport. Firstly, it is recommended to arrive at the airport early, allowing ample time for check-in, baggage drop-off, and security checks. Many airlines offer online check-in and self-service baggage drop-off options, which can save time. Additionally, travellers can consider using the airport's self-service kiosks and pack their hand baggage efficiently by following the airport's guidelines. It is also a good idea to check the airport's website for real-time updates on security wait times and flight statuses.
