Schiphol receives ACI’s ‘Voice of the Customer’ recognition


Amsterdam Airport Schiphol has once again received the ‘Voice of the Customer’ recognition from Airports Council International (ACI). ACI, the global overarching organization of airport companies,  has granted the recognition of Schiphol's efforts over the past year to try to look after the interests of passengers in the best possible way. This ACI recognition was created specifically within the context of COVID-19, to reflect changing expectations among passengers. 

According to ACI, over the past year Amsterdam Airport Schiphol went to considerable lengths to ask passengers for their needs and expectations and use this information as input for further service improvements. The Voice of the Customer award underlines the considerable efforts Schiphol is making to respond to the continuous changes in conditions and passenger expectations and to improve service levels.  

It is very important for us to ensure that passengers always feel comfortable with us, even in these challenging times. To that end, we do whatever we can to listen to passengers and identify their needs, because their wishes and expectations develop rapidly. This feedback has helped us once again to realise some wonderful improvements for our passengers this year. We're committed to continuing this effort,,

Wieke Vrielink, Senior Manager Marketing & Customer Experience at Amsterdam Airport Schiphol

Pre-orders, crowding indicator in Schiphol app & Sanitizing Service  
One example is a new tool that allows passengers to pre-order food and drink and pick up their order behind Security Control the moment they arrive. This reduces the number of contact moments, because all steps – from ordering to payment – take place online. Another example is the crowding indicator, which we launched in response to passenger feedback about the impact of crowding levels on their experience at the airport. The Schiphol app helps passengers find a quiet place at the airport and shows them at a glance which parts of the airport are busy and which are not. Schiphol also received this award in 2020, when the ‘Sanitizing Service’ points (among other things) were installed at the airport.