Amsterdam Schiphol and Eindhoven airports compensate travellers who missed flight due to long queue

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Amsterdam Airport Schiphol will introduce a scheme for 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. 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.

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,” said CEO Dick Benschop of Schiphol.

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 to this solution through our action. The trial process is now over, as people are being compensated.

Sandra Molenaar, director of the Consumers’ 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.

Passengers wishing to submit a compensation request to Schiphol can complete the form for this at: Schiphol.nl/compensation. 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.

Recently, Schiphol had worked hard on the Summer Action Plan, which focuses on attracting staff and making working at Schiphol more attractive, improving the processes at the airport and focusing on the number of passengers and flights that can be processed.

Eindhoven Airport compensates travellers who missed a flight due to a long queue

Eindhoven Airport is introducing an arrangement for travellers who arrived at the airport on time in the period between 23 May and 11 August 2022 but missed their flight due to an exceptional waiting time for security control. Travellers who have incurred costs during the above period due to missing their flight due to a long queue for security control can submit a compensation request to the airport until 30 September.

Travellers can, among other things, request compensation for costs incurred for rebooking a flight or for a replacement flight, for alternative transport if they have had to travel to a destination in a different way or for extra travel costs incurred to return to Eindhoven Airport or to travel to another airport.

Travellers who wish to submit a compensation request to Eindhoven Airport can download a form via www.eindhovenairport.nl/nl/contact. Eindhoven Airport will assess incoming requests based on the conditions that have been drawn up. Travellers who have already submitted a compensation request to Eindhoven Airport do not have to do it again. They will receive a message from Eindhoven Airport about their request.

11 August 2022

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