Temporary scheme: Compensation of costs resulting from queues
We understand how inconvenient it must have been to miss your flight and incur extra costs as a result of queues for the security check at Schiphol. To make up for this, we set up a temporary compensation scheme for travellers who experienced problems during the May holiday and summer period. This scheme ended, but because some travellers encountered extraordinarily long queues after the summer too, we set up a new temporary scheme for the period 12 August to 31 October.
Despite the measures we took, busy periods over the past weeks and months sometimes meant long queues for the security check. As a result, some travellers missed their flight and incurred extra costs. And they have nowhere to go to claim these costs back.
That is an undesirable situation. Although we do not believe that Schiphol is directly to blame for these extraordinary circumstances, we wanted to compensate this particular group of travellers by way of a special temporary scheme.
Why is there a new scheme?
The original temporary scheme ran until 11 August. However, on some days in the period after that date there were fewer security officers available to work than we had counted on. This unexpected situation unfortunately led to more long queues on occasion. We want to offer these travellers the chance to claim a reimbursement of their additional costs too. That's why we have set up a new temporary scheme for compensation.
Who is the scheme for?
The scheme is for travellers who missed their flight and incurred additional costs as a result of queues for the security check at Schiphol. You are eligible for compensation if you meet the following conditions:
- You booked a flight departing from Schiphol in the period between 12 August and 31 October 2022.
- You were in the terminal at the time indicated by your airline and therefore well in advance of the specified departure time of your flight.
- You missed your flight as a result of the unprecedented waiting times at the security check.
- You incurred additional costs due to missing your flight, and these are not being reimbursed by another party.
How does it work?
If you meet these conditions, you can request a reimbursement of the additional costs you incurred. In order to assess whether you are eligible for compensation, we need you to provide us with certain information. This includes your contact details, flight information, supporting documents and your bank details. Please fill out this form.
Please note: to be eligible for this scheme, your request must be submitted no later than 30 November 2022.
We use the information you send to determine whether we will partially or fully reimburse the costs you incurred. We aim to let you know within 6 weeks. If you are entitled to compensation, we will transfer it to the bank account number you provided within 14 days.
If you have already submitted a compensation claim, we'll contact you. You do not need to submit another claim.
What do we reimburse exactly?
You can request compensation for costs incurred when rebooking your flight or arranging a replacement flight, for alternative transport if you chose to travel to your destination in a different way, or for additional travel costs that you incurred when travelling to Schiphol again or to another airport. You may also reclaim accommodation costs at or near Schiphol, as well as expenses for accommodation, transport or activities at your destination that can no longer be cancelled.
This scheme is not for flights that were cancelled or delayed. If that was what happened in your case, please contact your airline.
Would you like to know more about the temporary scheme: