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Amsterdam's Schiphol Airport has been dubbed a crazy mess by travellers, with complaints of long queues, rude staff, lost luggage, and poor management. Travellers have reported waiting hours to get through check-in, security, and passport control, with some even missing their flights despite arriving well in advance. The airport has faced significant challenges due to labour shortages and a post-pandemic surge in demand, resulting in operational issues and financial losses. While improvements have been promised, Schiphol's reputation as one of Europe's top aviation hubs has taken a significant hit, leaving travellers frustrated and disappointed.
| Characteristics | Values |
|---|---|
| Long queues | Hours-long queues at check-in, security, passport control, and baggage claim |
| Staff shortages | Due to the pandemic; affects baggage handling, ground crew, and security |
| Poor airport management | Lack of staff, mismanagement of lines, and poor communication |
| Delays and cancellations | Flights sometimes cancelled at the last minute |
| Lost and damaged luggage | Long waits for luggage and piles of unclaimed suitcases |
| Dirty facilities | Overflowing rubbish bins and dirty toilets |
| Inadequate seating | Passengers herded into small rooms with insufficient seating |
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What You'll Learn
Staff shortages and rude staff
Staff shortages have been a significant issue at Schiphol Airport, causing long queues and missed flights. The pandemic-induced labour shortage has resulted in hours-long queues, even extending outside under tents. This issue is not unique to Schiphol, as other airports like London Heathrow have also faced similar challenges. However, aviation experts have criticised Schiphol's handling of the situation as inadequate.
The airport has implemented strategies to address the staff shortage, including wage increases, improved schedules, and better rest areas for workers. They have also launched joint recruitment campaigns to hire more security officers. Despite these efforts, passengers have continued to experience significant delays and long wait times.
In addition to the quantity of staff, the quality of service has also been called into question. Some passengers have described the staff as condescending and unfriendly, with reports of obnoxious and rude behaviour. There are also accounts of staff providing incorrect instructions, contributing to passengers missing their flights.
The issues at Schiphol have resulted in financial losses for the airport and airlines operating there. Dutch airline KLM, the main carrier at Schiphol, reported significant losses due to compensation and income loss. The airport itself also reported a loss of 28 million euros in 2022, despite an increase in passenger numbers and revenue.
Schiphol's management has acknowledged their shortcomings and promised to implement structural improvements to address the issues. They have also imposed a passenger cap and limited departures to manage demand and reduce congestion. However, these measures have not prevented ongoing problems, and the airport continues to receive negative reviews from passengers.
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Long queues and wait times
Schiphol Airport is one of the world's busiest airports for international passenger traffic, and the sudden increase in traveller numbers after the pandemic seems to have overwhelmed the airport's capacity. The airport has implemented a passenger cap to address this issue, but it has resulted in flight cancellations and reduced flight capacity for airlines such as KLM.
Inefficient management of security and check-in processes has also been a significant contributor to the long queues. Passengers have complained about the lack of clear instructions and poor line management, with some even having to queue to get into another queue. The absence of a bag drop means that passengers with only hand luggage still need to queue for check-in, rendering online check-in pointless.
The situation has been further exacerbated by the suspension of priority services and the closure of airline lounges, removing options for passengers willing to pay for expedited processing.
To address these issues, Schiphol Airport has announced plans for wage increases and improved working conditions for security staff, as well as joint recruitment campaigns to boost the number of security officers. However, aviation experts have criticised these measures as shortsighted and inadequate, especially when compared to the successful management of similar issues at other airports.
The long queues and wait times at Schiphol Airport have had significant consequences, including financial losses for the airport and airlines, missed flights, and frustrated passengers. The airport has recognised the severity of the situation and promised to implement structural improvements to recover from the operational issues and provide a better experience for travellers.
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Poor airport management
Schiphol Airport in Amsterdam is one of the busiest airports for international passenger traffic. However, it has gained a reputation for being poorly managed, with passengers reporting long queues, lost bags, rude staff, and a general lack of efficiency.
One of the main issues at Schiphol is the significant labour shortage, which has resulted in hours-long queues, not just for security but also for check-in and passport control. The shortage of staff has also impacted other operational areas such as baggage handling and ground crew, causing long waits for luggage and piles of unclaimed suitcases. This has led to passenger frustration and anger, with some even missing their flights despite arriving well in advance.
The airport's response to these issues has been criticized as inadequate and confusing. While they have implemented plans for wage increases and better working conditions for security staff, as well as joint recruitment campaigns to hire more security officers, these measures have not kept pace with the rapid increase in passenger numbers. Schiphol has also imposed a passenger cap, which has resulted in flight cancellations and reduced flight capacity, further frustrating travellers and airlines alike.
The poor management at Schiphol has had financial repercussions, with the airport group reporting losses in the millions despite a recovery in passenger numbers. The airport has also had to compensate passengers for missed flights and other expenses caused by long lines, adding to their financial woes.
Overall, the issues at Schiphol Airport have resulted in a negative travel experience for many, with some even choosing to avoid the airport altogether and opt for alternate travel arrangements.
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Lost and delayed luggage
Staff shortages have been cited as a contributing factor to the baggage issues at Schiphol Airport. As a result, travellers have experienced delays in receiving their baggage, with some even being sent home without their suitcases. In such cases, the airline is responsible for providing passengers with essential items or reimbursing expenses incurred for purchasing necessary items. If baggage is not located within 21 days, passengers are entitled to receive compensation for their lost baggage, with a maximum compensation of €1,280.
To mitigate the risk of lost and delayed luggage, travellers can take several proactive measures. Firstly, marking and labelling luggage distinctly with bright colours or stickers can help identify it easily and prevent accidental mix-ups. Including contact details both inside and outside the bag can also facilitate easier retrieval if it is misplaced. Additionally, travellers are advised to arrive at the airport on time to avoid rushed check-ins and reduce the chances of mishandled luggage.
When packing, it is recommended to avoid placing dangerous goods or expensive items in checked baggage. Dangerous goods may cause delays during security checks, while expensive items could attract unwanted attention. Instead, essential items, valuables, and items needed during the flight, such as passports, medicine, and electronic devices, should be packed in hand baggage.
Schiphol Airport offers a self-service baggage drop-off option, allowing passengers to tag their baggage and utilise the self-service drop-off points. This can streamline the baggage check-in process. However, it is crucial to keep the baggage receipt and tag number safely, as they are necessary for tracking and retrieving lost luggage.
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Lack of seating and poor facilities
Amsterdam's Schiphol Airport has been criticised for its lack of seating and poor facilities. The airport has been described as a "passenger nightmare", with travellers reporting that they have been herded into small rooms with hardly any seating and overflowing rubbish bins while waiting for boarding. The toilets and seating in the departures area have been described as filthy, and some passengers have reported having to wait for hours to use the bathroom.
The airport has also been criticised for its long wait times for luggage, with some passengers reporting that they have had to wait for over an hour to collect their bags. In addition, passengers have complained about the dirty state of the toilets and the rude behaviour of the staff.
Some travellers have taken to social media to express their frustration with the airport, documenting their experiences with hashtags like #SchipholChaos. Others have advised prospective passengers to avoid the airport altogether and fly out of alternate airports or travel by train.
Schiphol Airport has acknowledged the issues it faced in 2022, attributing them to the challenges of the COVID-19 pandemic and corresponding travel restrictions. The airport has promised to implement structural improvements to address these issues and improve the overall passenger experience.
However, the problems at Schiphol Airport have continued into 2023, with reports of long queues, lost bags, strikes, unhappy airlines, and flight cancellations. Labour shortages and a passenger cap have contributed to the ongoing issues, resulting in hours-long wait times and affecting various operational areas such as baggage handling and ground crew.
To compensate for the disruptions, Schiphol has implemented a plan to compensate passengers for missed flights and other expenses caused by long lines. The airport also provides estimated wait times on its website and recommends that passengers arrive four hours before their departure time.
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Frequently asked questions
Schiphol airport has been described as one of the worst airports in the world due to its poor management, long queues, rude staff, and lost luggage.
Long queues at Schiphol airport are often caused by staff shortages and increased passenger traffic. In 2022, the airport experienced a 49% increase in air transport movements compared to 2021, leading to crowded conditions and long wait times.
Schiphol airport has implemented structural improvements, increased wages for security staff, improved work schedules, and provided better rest areas for employees. They also plan to hire more security guards and security companies to improve the situation.
The issues at Schiphol airport have resulted in financial losses, flight cancellations, and reduced flight capacity. Dutch airline KLM, the main carrier at Schiphol, reported significant losses due to compensation and income loss. The airport has also imposed a passenger cap and flight capacity limits to manage demand.
