ACM rejects complaints about Amsterdam Airport Schiphol’s adjusted charges

The Netherlands Authority for Consumers and Markets (ACM) has rejected complaints filed by airlines about Amsterdam Airport Schiphol’s adjusted charges that went into effect on April 1, 2023. The complaints are based on, for example, the long lines at the security checkpoints in 2022, which were mainly the result of staff shortages. ACM requested information on the measures that Schiphol had taken to restore the quality of its services. Schiphol expects that these measures, which mainly concern staffing, will, to a sufficient degree, restore the quality of service. On the basis of this information, ACM has ruled that Schiphol’s adjusted charges are not unreasonable.

In early 2022, ACM ruled that Schiphol had set the charges for the period 2022-2024 in accordance with the legal requirements. Airlines filed an appeal against this decision, which means that the court still has to decide on this matter. In the meantime, Schiphol has adjusted the charges to account for the differences in costs and in revenues. However, the airlines that filed the complaints find these adjusted charges unreasonable. That is mainly because of the reduced quality of service at the airport.
Schiphol argues that they already have their staffing in order to such an extent that 95% of passengers no longer have to stand in line at the security checkpoints for long periods of time, even though the airport does expect longer lines as a result of high demand during the school holiday period in May. Lines may also form, for example, at immigration checkpoints and baggage handling. However, other entities are responsible for the quality of those services.

ACM rejects complaints about Amsterdam Airport Schiphol’s adjusted charges

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