Our Vision 2050: Quality of Service

We are constantly exploring new ways to deliver inspiring passenger journeys and experiences

At Schiphol, quality of service extends beyond the immediate travelling experience. To truly connect the world and its citizens, our airports must be a place where people from all walks of life – travellers, businesses, students and research institutions – can come together. Enabled by our smart and 'connected' real estate and quality business services, we help to boost the local business climate and knowledge economy by helping to forge new value-added connections and see potential for exploring further development and new concepts.

  • Customer appreciation

    Providing a high quality of service means listening to and addressing the needs of the many different customers who use our airports day to day.

Quality of Service
Results 2019
Passengers
Top Performance Indicator
36
Net Promoter Score
Ensuring a high-quality customer experience
Ensuring a high-quality customer experience
Providing a high quality of service means listening to and addressing the needs of the many passengers and other customers who visit our airport day-to-day. At Schiphol, we work hard to stay relevant and appeal to people from all walks of life, by offering a broad and ever-evolving range of retail, food & beverage and commercial options.
Facts and figures
270
outlets at Schiphol
Spend per departing passenger at Schiphol (in EUR)

2019

2018

Growth

Retail airside

12.90

13.13

-1.8%

Food & beverage airside

4.89

4.81

1.7%

Total

17.79

17.94

-0.8%

Number of outlets at Schiphol

Airside

Schiphol Plaza

Food & beverage

71

27

Retail

107

39

Services

19

7

Total

197

73

Quality of Service
Results 2019
Airlines
Top Performance Indicator
66.5%
On Time Performance
  • New passenger bridge

    The new fully automatic dual passenger bridges connect aircrafts to piers automatically in under a minute, which reduces waiting time for passengers and speeds up the airline’s operations.

Facts and figures
91.5%
average real estate occupancy rate
  • A new home for 'lost' vegetables

    Early 2019 brought an exciting new concept to Schiphol Plaza: Soup & Bakery by De Verspillingsfabriek (‘The Surplus Food Factory’).

Building an airport city
Building an airport city
Schiphol is much more than simply an airport. With Schiphol AirportCity, we have created a collaborative space where people and businesses can meet, work and connect, all within the Schiphol site.

Our Vision 2050

Royal Schiphol Group's Vision 2050 is to create the world’s most sustainable, high-quality airports, setting a new and aspirational goal for our organisation and the wider Dutch aviation industry. Our Vision is based on strengthening the fundamental ‘qualities’ we offer as a group: Quality of Network, Quality of Life and Quality of Service. Safety and a Robust organisation are the key enablers that support the three Qualities.