Schiphol revises traditional methods of passenger information delivery
Posted: 13 June 2019 | International Airport Review | 1 comment
Recent information screen blackouts at Gatwick and Heathrow have highlighted that airports need to diversify their information delivery systems.
Amsterdam Airport Schiphol has decided to use new communication channels to provide passengers in the terminal with better flight information and assistance when they have queries or problems.
Passengers have long been able to contact Schiphol 24/7 via phone, email, 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 flight information, check airport maps 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 2019, most passengers used the self-service information points to look up their flight details and view maps. A survey among the users showed that over 95 per cent were satisfied with the self-service points.
Customer surveys have also revealed that passengers prefer more digital communication with Schiphol through various online channels, irrespective of their location. Of course, passengers also greatly appreciate the option of speaking with a staff member face to face.
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Related topics
Information technology (IT), New technologies, Passenger experience and seamless travel, Terminal operations
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