† Summary

Schiphol has again received the “The Voice of the Customer” recognition from Airports Council International this year (ACI) received. In this way, ACI underlines that Schiphol has made every effort in the past year to stay as informed as possible about the wishes of travelers in a challenging period. This recognition from ACI, the global umbrella advocacy organization for airport companies, is special to groups during COVID-19 given the changing expectations of travelers. † According to ACI, Schiphol has made significant efforts over the past year to listen to passengers’ needs and expectations through surveys, in order to be able to improve service in response to them. The Voice of the Customer recognition underlines that Schiphol does its best to respond to constant changes and expectations of travelers and to improve service. †† We think it is important that travelers feel comfortable with U.S. That is why we try to listen as closely as possible to what they need, because wishes and expectations are constantly changing. With the feedback from travelers we were able to make very nice improvements for travelers in the past year. We remain committed to that.

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

Pre-order, pressure gauge in Schiphol app & Sanitizing Service
An example is the
preorder of food and drink, so that it is then ready for collection after the security control on arrival. This reduces the number of contact moments because all actions, from ordering to paying, take place online. Another example is the pressure gauge, because we learned from passengers about the impact of crowds on their experience. Travelers can find a quiet spot at the airport in the Schiphol app and immediately see where the airport is busy or less busy. Schiphol also received the recognition in 19, when the ‘Sanitizing Service’ points introduced at Schiphol. †

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