Roberta Aguirre
Amsterdam's Schiphol Airport has been plagued by chaos and disorder, with issues ranging from staff shortages to IT outages. The chaos has resulted in angry passengers, lengthy queues, lost luggage, and strikes, causing some airlines to express their dissatisfaction. The airport, once regarded as one of the most efficient in Europe, has faced challenges since the spring of 2022, with the situation persisting into 2024. IT outages, such as the global crash involving Microsoft computers in July 2024, have further exacerbated the problems, leading to cancelled flights and delays.
| Characteristics | Values |
|---|---|
| Date | 19 July 2024 |
| Reason | Global IT outage |
| Number of flights cancelled | 185 |
| Affected airports | Eindhoven, Rotterdam, Schiphol |
| Affected services | Hospitals, banks, public transport services, and a wide range of other companies and organisations |
| Cause of the outage | An update at cyber security company Crowdstrike |
| Previous issues | Staff shortages, flight delays, baggage handling problems, worker strikes, lost baggage |
| Passenger numbers in 2023 | 61.7 million |
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Staff shortages
The issue of staff shortages is not unique to Schiphol but has impacted the entire aviation sector in the post-pandemic era. However, the consequences have been especially notable at Schiphol, which was the world's third busiest airport for international passenger numbers in 2021. The airport's reputation has suffered due to the chaos, with travellers and aviation insiders expressing dismay over the long queues, missed flights, and lost or delayed baggage.
To address the shortage of security personnel, Schiphol implemented an hourly bonus of 5.25 euros during the peak travel season. While this provided some relief, it was not a long-term solution, and the bonus was discontinued after the summer. As a result, many security workers left in search of better-paying opportunities, exacerbating the staffing challenges.
The airport's management has faced criticism for its handling of the situation, particularly regarding cooperation with cargo stakeholders. There have been concerns about plans to cut cargo handlers and a lack of transparency around slot availability. These issues have led to uncertainty among shippers, who are increasingly considering alternative airports for their operations.
Schiphol's struggles continued into 2024, with a global IT outage in July causing the cancellation of 185 flights and further disrupting operations. The airport acknowledged the challenges and pledged to address the issues, but finding a sustainable solution to the staffing shortages remains a critical priority to restore efficiency and improve traveller satisfaction.
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Delayed or lost baggage
Schiphol Airport has been facing issues due to staff shortages and flight delays, which have resulted in baggage handling problems. Travellers have had to wait long hours for their luggage, and some have even been sent home without their suitcases. If your baggage is delayed or lost, you should contact your airline as they have all the necessary information to locate your baggage. The Lost & Found team at the airport does not have access to this data. You can also visit one of the Lost & Found desks at the airport to check if your lost item has been found and handed in.
If your baggage is missing from the baggage belt, you should ask the airline for compensation within 21 days of receiving the delayed baggage. It is recommended to always request compensation in writing, and you can use template letters provided online. If the airline does not reimburse the full amount, you can contact your travel insurance company, as your travel insurance may cover part of the damage.
In the case of damaged baggage, you should report this at the airport as soon as you notice it. If you realise the damage after leaving the airport, you must report it within 7 days. The airline is responsible for the consequences of damaged baggage during the flight and should provide you with an emergency kit of essential items or refund your expenses for purchasing these items yourself.
To avoid baggage-related issues, it is advisable to put items you won't need during the flight in your hold baggage and keep essential items in your hand baggage. It is also important to put your contact details on your baggage so that you can be reached in case of any issues. Additionally, keeping your baggage receipt and tag number safe will help in the process of locating and reclaiming your baggage if it is delayed or lost.
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Long security queues
To alleviate the issue, Schiphol introduced a €5.25 hourly bonus for security staff during the peak travel season. However, this incentive was discontinued after the summer, leading to a predictable exodus of workers in pursuit of more lucrative opportunities. The removal of the bonus has been questioned by aviation and labor experts.
The long security queues at Schiphol have resulted in significant inconvenience for travellers, with reports of passengers enduring four-hour waits to clear security. In some instances, passengers have missed their flights despite standing in line for hours. The situation has prompted condemnation from major airlines, particularly KLM, the national carrier of the Netherlands, which operates out of Schiphol.
The airport's response to the long security queues has included deploying office staff to manage crowds and compensating passengers who missed their flights due to the delays. Additionally, a 22% reduction in flight capacity was implemented for the winter season, a decision that further agitated airlines like KLM. Schiphol's management has acknowledged the challenges and pledged to address the issues impacting travellers.
While the global IT outage in July 2024, caused by an update at cyber security company Crowdstrike, resulted in the cancellation of 185 flights at Schiphol, it is unclear what impact this had on security queues. However, the airport expected to resume normal operations by Saturday, following the Friday chaos.
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IT outages
On Friday, Schiphol Airport in Amsterdam was forced to cancel 185 flights due to a global IT crash involving Microsoft computers. This IT outage was part of a wider issue that affected hospitals, banks, public transport services, and a wide range of other companies and organisations in the Netherlands. The problem was triggered by an update at the cybersecurity company CrowdStrike, whose chief executive, George Kurtz, warned that the issues could persist for some time.
Schiphol Airport has experienced several issues in recent years, including staff shortages, delayed and lost baggage, angry passengers, and long queues. In 2022, the airport was branded the "worst airport ever" in online commentary, and in 2023, it served 61.7 million air passengers, an increase of 18% over 2022. However, these figures are still 14% lower than pre-Covid levels in 2019.
The issues at Schiphol Airport have been attributed to several factors, including labour shortages and strikes. In April 2022, KLM ground crew went on strike, causing significant disruption. This was followed by a strike from airport cleaners in June 2022 after the hourly bonus for security workers was scrapped. The bonus had been implemented to ease the issue of staff shortages, particularly for security workers, who were facing massive lines during the travel high season.
In addition to the IT outage and staff shortages, Schiphol Airport has also faced challenges with cargo management. There have been rows between cargo management and stakeholders over the future of freight at the airport, and the airport has been criticised for its lack of cooperation and apparent plan to cut cargo handlers. As a result, some shippers have chosen to use other airports, impacting the flow of cargo through Schiphol.
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Strikes
The issues at Schiphol Airport began in the spring of 2022, with long lines for security, delayed or lost baggage, and angry passengers missing their flights. The situation was exacerbated by staff shortages across the aviation sector, particularly affecting ground handling services and security personnel.
On April 23, 2022, the first day of spring holidays in the Netherlands, KLM ground crew went on strike, causing significant disruption. This was followed by a strike by airport cleaners in late June after the hourly bonus for security workers during the high season was discontinued, leading to a further exodus of workers.
The chaos continued throughout the summer, with shortages of security workers resulting in massive lines. The airport attempted to alleviate the issue by offering a 5.25 euros hourly bonus to security staff, but this was not enough to prevent the unrest. The airport's decision to cap passenger numbers to regain control further upset airlines, causing them to lose business to nearby airports.
The operational chaos at Schiphol Airport in 2022 was largely attributed to the strikes organised by Joost van Doesburg, the head of cargo. Van Doesburg's appointment itself was controversial, given his history as a union leader at the airport. His actions created an "uncontrolled tsunami" of problems, according to one executive.
In addition to the strikes, IT outages have also contributed to the airport's woes. A global IT crash involving Microsoft computers in July 2024 led to the cancellation of 185 flights at Schiphol, affecting one of the busiest travel days of the year. The airport expects similar disruptions to persist as some systems may not recover automatically.
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Frequently asked questions
Schiphol Airport in Amsterdam has been in chaos since 2022 due to staff shortages, worker strikes, delayed or lost baggage, and long lines. The situation was exacerbated by a global IT crash in July 2024, resulting in the cancellation of 185 flights. While the airport expects to resume its schedule, it is unclear when the ongoing issues will be fully resolved.
The chaos at Schiphol Airport was primarily caused by staff shortages, particularly among ground crew and security workers, which led to lengthy delays, missed flights, and lost baggage. Worker strikes further exacerbated the situation, with KLM ground crew and airport cleaners going on strike at different times.
Schiphol Airport implemented an hourly bonus for security workers during the peak travel season, which helped alleviate the security line issue. However, the bonus was discontinued after the summer, leading to a loss of workers to higher-paying jobs. The airport has also faced criticism for its handling of cargo operations and a lack of cooperation with cargo stakeholders, resulting in uncertainty for shippers.
