Amsterdam Airport Schiphol improving information provision to passengers with introduction of self-service information points

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Amsterdam Airport Schiphol will use new communication channels to provide passengers in the terminal with even better assistance when they have queries or problems. Passengers have long been able to contact Schiphol 24/7 via phone, email, chat apps, and social media platforms such as WhatsApp, Facebook (Messenger), Twitter and Instagram.

This list of options has now been expanded to include self-service information points, scattered across various locations in the terminal. Passengers can access the self-service information points to look up their flight information, check maps of the airport, and view frequently asked questions and answers. For more complex queries or problems, passengers can speak with a Schiphol staff member via a video call. If need be, a mobile assistant will come and help the passenger on the spot.

The self-service information points were introduced in phases and tested over the past few months. In May, most passengers used the self-service information points to look up their flight details or view airport maps. A survey among the users showed that over 95% were satisfied with the self-service points.

Customer surveys have revealed that passengers prefer more digital communication with Schiphol through various online channels, irrespective of their location. It goes without saying that passengers also greatly appreciate the option of speaking with a staff member face-to-face.

13 June 2019

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