24 A NEW CHAPTER
Following last year’s disruption at Schiphol Airport, the IBC Daily speaks to new CEO Ruud Sontag to fi nd out what happened and what’s been put in place this year to avoid a similar incident
IBC has been in Amsterdam since 1992 and the major international hub that is Schiphol was a key reason behind the move to the Netherlands. However, last year there was major distribution at Schiphol. Can you tell us what happened and why?
In 2022 Schiphol disappointed many travellers and airlines, and we apologised for that. It is also a chapter we will not forget, so that all new chapters we write will be better. We are working hard on this, and in 2022 we started already to implement structural improvements. In 2022 Schiphol had insuffi cient resources, mainly security agents, to accommodate the rapid increase in travellers post-Covid. Combined with issues at our partners, handlers and airlines, this led to operational problems during the May holidays and in summer 2022.
You were brought in as CEO of Schiphol shortly after this. What changes have you made since then and what can we expect to see this year? We immediately came up with an action agenda to structurally tackle the underlying problems. Schiphol started working on that last year. In the run-up to the May holiday we reinforced our efforts and continued to do so during this summer. In the 2023 May holiday and summer holiday season travellers experienced a good journey from Schiphol. That demonstrates that the measures we took have worked. We have recruited more than 1000 new security agents, improved working terms and conditions, and improved mutual co-operation in the sector. On top of that we have put a lot of time and energy into maintaining our equipment, such as the security fi lters, elevators and baggage system. This improved the performance of our infrastructure. All in all, our employees and partners deserve a big compliment. And our travellers tell us they are much happier with Schiphol this year.
What is in place this year to help passengers plan their journeys better? Figures show that 90% of travellers went through the security check within 5-10 minutes this year. That was, of course, due to the recruitment of around 1000 new security offi cers, but also because travellers were well prepared. Schiphol is therefore once again asking travellers to prepare well for
Ruud Sontag, Schiphol
“We have recruited more than 1000 new security agents,
improved working terms and conditions, and improved mutual co-operation in the sector”
their journey from the airport. They can fi nd information about their travel day, such as when the check-in desk opens and expected crowd levels at security, on
Schiphol.nl and in the Schiphol app.
In addition, I’d suggest the following tips:
• Arrive at the airport on time, but not too early. Follow your airline’s advice. Generally, that is to arrive two hours before a European fl ight and three hours before an international fl ight. • Where possible, check in for your fl ight online before coming to the airport. That means you’ll only have to drop off your baggage when you arrive. • Travellers fl ying with KLM, Transavia or TUI can drop off their baggage and check in at the P3 car park.
Get travel information via the IBC app
The travel section of the IBC app will take you to the Schiphol website where you can view departure information and get information specifi c to your check-in terminal, such as how busy it is and your gate number. You can also book a security slot via the Schiphol app or website. Travel information is also available at the information kiosks located next to most of the info screens located around the RAI.
• At Schiphol we use 3D CT scans and that means you can leave your electronics, liquids and fi lled water bottle in your bag. Furthermore, Schiphol has extended the option to book a free time slot for the security check. Travellers can now reserve a time slot for both Schengen and non-Schengen destinations, allowing them to go through the security check at a time of their choice, via
www.schiphol.nl/en/page/timeslots/.
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