Amsterdam’s Schiphol airport has experienced complete chaos this summer due to extremely long security lines. As a result, airlines were instructed to limit the number of passengers transported to match better what the airport can handle (passenger caps).
Now, the airport has agreed with Consumer Association and Ombudsman to compensate passengers who missed their flights due to long lines. However, compensation won’t apply for flights that airlines canceled (EC 261/2004 applies for those).
You can access Schiphol’s page for compensation request here.
Note that the deadline to apply compensation is September 30, which applies to missed flights between April 23 and August 11, 2022.
This scheme is intended for passengers who:
(a) booked a flight that departed from Schiphol in the period between 23 April 2022 and 11 August 2022;
(b) were present at the Schiphol terminal sufficiently in advance of the indicated flight departure time;
(c) missed their flight due to the exceptional waiting time for the security check; Schiphol Pagina 2 van 4
(d) incurred (additional) costs arising solely as a direct and necessary consequence of missing their original flight and for which no compensation has been given by or could have been obtained from third parties
Compensation Is For:
Schiphol is willing to meet a passenger’s reasonable (additional) costs that are solely, directly and necessarily the result of missing his/her flight. This could entail, for example, compensation of the following costs:
(a) The reasonable costs for (i) rebooking the original flight, (ii) a replacement flight to the destination or (iii) the original flight in case the passenger was unable to make the trip;
(b) The reasonable costs of accommodation, meals and/or refreshments at or near the airport due to the replacement flight’s time of departure;
(c) The reasonable costs of transport if the passenger had to travel once more to Schiphol Airport or to another airport in order to fly to his/her destination;
(d) The reasonable costs of alternative transport if the passenger has chosen to travel to his/her original destination by other means;
(e) Expenses incurred at the destination that did not fulfil their purpose because the passenger was unable to arrive at his/her destination due to a missed flight or arriving at his/her destination later. This includes the costs incurred for services that had been booked but which could not be cancelled, such as for (i) accommodation at the destination, (ii) transport at the destination and (iii) activities (excursions, shows, etc.);
(f) Expenses incurred at the destination due to the delayed arrival at the destination.
Compensation Is NOT Awarded For:
(a) the costs for which the passenger has received or could have received compensation from another party;
(b) the costs which the passenger could reasonably have avoided or limited;
(c) missed intangible benefits and compensation for non-monetary losses;
(d) consequential damage other than that mentioned under 3.1;
(e) the costs incurred by the passenger upon submitting a request for compensation to Schiphol prior to or after the entry into force of this scheme.
In any case, when requesting compensation under this scheme, the passenger shall provide Schiphol with the following information:
(a) The name and address of the passenger.
Should the passenger submit the request also on behalf of other passengers, said passenger shall also provide the names and addresses of those passengers and an explanation as to why he/she may also submit the request on behalf of those other passengers.
(b) A brief description of the facts that form the basis for the request.
(c) With respect to the missed flight: (i) the flight number, (ii) original departure date and time, (iii) booking confirmation and (iv) whether or not the passenger was travelling with hold baggage.
(d) Evidence showing that the passenger was present at the Schiphol terminal on time (e.g. a parking card with entry time, train station check-out receipt, a time-stamped photo, a WhatsApp message, etcetera).
(e) Evidence of the costs which the passenger considers to be the direct and necessary consequence of missing the flight. In case of a replacement flight, also (i) the flight number, (ii) the date and time of the departure, (iii) a booking confirmation, (iv) the cost of the flight and (v) proof of payment.
(f) Any other information requested by Schiphol when handling the passenger’s request for compensation.
(g) The IBAN number and the name of the bank account to which Schiphol can transfer the granted compensation.
Requirements in PDF:
Announcement from Schiphol:
Schiphol compensates travellers who missed flight due to long queue
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 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.
CEO Dick Benschop of Schiphol:
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.
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 toward this solution through our action. The trial process is now over, as people are being compensated.’
Sandra Molenaar, director of the Consumers’s 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.
Schiphol has so far received 1,500 compensation requests before they launched this scheme under pressure from consumer groups mentioned above.
There must be tens of thousands of passengers that missed their flights due to long lines that are eligible for compensation for expenses incurred.
If you missed your flight at Schiphol and have not been compensated by the airline or insurance, you should claim expenses from the airport. The deadline for filing the claim is relatively soon (September 30, 2022).