How can the "victims" of Schiphol receive compensation?

Amsterdam Schiphol Airport has become the talk of the town among travelers. This place is associated with chaos and long queues for many hours, and there is no end in sight to this phenomenon. Social networks are full of photos and complaints of the "victims" of Schiphol. The question arises: in what cases can injured passengers count on compensation? 

• Can I get a refund if my flight is delayed?

If your flight to or from a European country is late more than three hoursyou are entitled to compensation. On short flights it is 250 euros, and on long-haul flights up to 600 euros. If the flight is delayed more than five hours, you must return the cost of the ticket or offer another flight.

By the way, KLM has recently been fined for violating passenger rights - read about it our news.

• Is the airline obligated to return me to the Netherlands?

Yes, the airline must arrange for you to return home. However Babs van der Staak of the Consumer Association recommends caution in such situations. For example, you may be offered a flight ticket from an airline from a non-EU country (such as Turkey, Dubai or Morocco), and then the flight to Europe is not subject to European rules.

• I arrived at Schiphol on time but missed my flight due to long queues. Will I receive compensation?

You only have consumer protection rights if you show up at the check-in counter on time. If you are late, you have not complied with this requirement, which means you have lost the right to compensation.

Babs van der Staak says: “Passengers can't be blamed for being stuck in line, as things are obviously going wrong at the airport. We believe that the airport should compensate the passengers, but the decision on this should be made by the court.”

Recommendations: 

• always contact your airline or tour operator if you risk missing your flight;

• some travel insurance policies cover the missed flight, then the insurer pays for rebooking costs on a new flight;

• most airlines are now very lenient and will rebook you for free;
• Keep your parking ticket or departure time on your public transport chip card to prove that you arrived at Schiphol on time.

Read more about consumer protection in the Netherlands in our article.

• My flight has been cancelled. Who pays for the extra night at the hotel and travel costs?

If your flight is cancelled, you can choose one of two options: 1) refund; 2) a ticket for another flight. At the same time, you have the right to choose the date of the trip yourself, without paying extra. If you do not agree to another flight, you are entitled to a refund and a return trip to your point of origin. This is very handy if you get stuck, for example, halfway during a transfer.

• KLM has asked passengers whose flights were canceled on Trinity Weekend to apply. Does this mean that KLM will pay damages due to the Schiphol situation?

The airline or travel agency must provide food, beverages, necessary accommodation and transportation between the airport and the accommodation in the event of a flight cancellation. This also applies to a flight delay of more than two hours. If the passenger incurred the cost of all this from his own wallet, then the airline must reimburse them. However, you may have to prove that you incurred these expenses: keep all receipts.

• What do I need to do to receive compensation?

By this link you can find a sample application to the airline with a claim for monetary compensation (in the event of a flight delay or cancellation). Many airlines allow passengers to request a refund online, and if the trip is booked through a travel agency, the request can be made by the travel agency on behalf of the customer. Sometimes the airline offers a voucher, but you are not required to accept it: you are entitled to a refund.

• What should I do if the airline refuses to pay compensation for my claim?

As a last resort, you can go to court. You can read about the procedure for litigation on consumer protection issues. here. And if you are not sure how to proceed, then contact for a paid individual consultation. to us.