At Schiphol, we believe it is important that everyone can travel comfortably and independently. That is why we are continuously working on an inclusive and accessible airport. With the introduction of the European Accessibility Act (from 28 June 2025), we are taking extra steps to make certain products and services accessible to all travellers.
We are improving, among other things:
• Our website and app: these will comply with the WCAG 2.2 guidelines.
• Self-service terminals: we are working on a plan to make these accessible.
• Digital maps and wayfinding: these will be more user-friendly.
• Physical accessibility: in the event of malfunctions, we will provide clear alternatives.
We do this together with experts, such as the Accessibility Foundation, and learn from other airports. In this way, we ensure that everyone - with or without a disability - can travel carefree and comfortably at Schiphol. We have recorded our approach and measures in the Schiphol Declaration of Compliance – European Accessibility Act.
At Schiphol, we believe it is important that every passenger enjoys an inclusive and accessible travel experience at our airport. Ensuring the best possible journey for all passengers is part of the DNA of every Schiphol employee. The European Accessibility Act (EAA) helps us to make further improvements in this area, and its importance continues to grow. Not only are we seeing an increasing number of passengers with disabilities, but the ageing population is also leading to an increase in the number of passengers who may, for example, have reduced mobility. For this reason, we take the EAA seriously. Behind the scenes, we are actively implementing improvements that will make Schiphol even more accessible in the years ahead.
Pieter van Oord
President & CEO, Royal Schiphol Group
This document explains how Royal Schiphol Group (hereinafter referred to as ‘Schiphol’) implements the requirements of the EAA and outlines the measures we are taking to ensure accessibility for all passengers to the greatest extent possible. As accessibility is an area of continuous improvement, we regularly review and update this document to reflect on our ongoing efforts and progress..
The EAA, which came into effect on 28 June 2025, sets out accessibility requirements for certain products and services across Europe. The legislation is primarily aimed at manufacturers and distributors, whereas Schiphol is in most cases the purchaser of the products and services that fall within the scope of the EAA. Nevertheless, Schiphol considers it its responsibility as an airport operator to work closely with suppliers to ensure that the products and services offered to passengers comply with the applicable accessibility requirements. These requirements are therefore taken into account throughout our procurement processes.
The EAA applies to a wide range of products and services, including self-service terminals, websites, mobile applications, payment terminals, and interactive information displays. In some cases, digital and physical elements are integrated into a single solution, such as self-service kiosks, while in others they operate separately, such as websites and mobile applications.
In addition, we provide information about the airport’s digital accessibility through our website and offer passengers the opportunity to request assistance where needed.
Our website, the Schiphol app, and other digital services will comply with the WCAG 2.2 guidelines in the future. This means that they are designed to be perceivable, operable, understandable, and robust for all passengers.
In 2025, Stichting Accessibility carried out an accessibility assessment of our website. The assessment showed that we already comply with a number of requirements, but also identified several areas for improvement. We are currently working on those improvements. A follow-up assessment is scheduled for November 2026.
Schiphol maintains an inventory of all self-service terminals, including ticket machines, assistance call points, self-service check-in kiosks, and interactive information displays.
Most of these terminals do not yet meet all requirements of the EAA. Under the legislation, compliance must be achieved within five years or by the end of a product’s economic lifespan, up to a maximum of twenty years. To meet these requirements, Schiphol has developed an implementation plan and is working closely with suppliers to ensure that all self-service terminals comply within the applicable timeframe.
In the meantime, trained staff provide assistance to passengers at a wide range of passenger touchpoints, including check-in, security screening, passport control, and boarding. For example, if a passenger is unable to scan a QR code independently, a staff member is always available on site to provide assistance.
Information displays that only show flight information do not fall within the definition of interactive displays under the EAA. However, the information presented on these displays must be made accessible through alternative channels.
Up-to-date flight information, both visual and audio, is also available through our website and the Schiphol app.
Our helpdesk, the Customer Contact Center (CCC), can be reached by telephone, email, and WhatsApp. CCC staff have completed a special training focused on disability awareness, inclusion and the equal treatment of people with disabilities. This training enables them to provide appropriate support and assistance to passengers with disabilities.
In addition to this, they can also provide information about the accessibility of the airport.
If lifts, escalators, moving walkways, or other facilities are temporarily out of service, we provide an accessible alternative. In some cases, this may require passengers to travel a longer distance. If needed, passengers can ask a Schiphol staff member on site for assistance or request the use of a wheelchair.
Over the coming months, we will further improve this process by providing clear information through multiple communication methods and sensory channels, when a facility is out of service and by communicating available alternatives more effectively.
This information will be made available at the relevant location, and we are developing a solution that will enable us to display this information directly and in real time on our digital maps.
If the alternatives already in place do not sufficiently meet a passenger’s needs, free assistance can be requested. Information on how to request assistance, the locations of our assistance call points, and travelling with assistance at Schiphol is available on our website: Schiphol | Assistance
We have developed a Plan of Approach to support compliance with the EAA.
Accessibility team: A multidisciplinary team of subject matter experts and representatives from various departments is responsible for implementing and monitoring compliance with the EAA, if necessary in collaboration with other relevant stakeholders.
Assessment and monitoring: We carry out regular reviews and assessments to evaluate the accessibility of our products and services and to identify areas for further improvement.
Supplier engagement: Suppliers are required to demonstrate that their products and services meet the applicable accessibility requirements.
To support these efforts, we work closely with Stichting Accessibility (Bartiméus) and engage with other (logistics) organizations in the Netherlands, as well as airports abroad, to exchange knowledge, experience and best practices.
For more information or to provide feedback, please contact our Customer Service Centre: Schiphol | Contact us for questions and complaints.