Amsterdam Airport Schiphol will bring passenger assistance services in house from 2028 as demand for reduced mobility support continues to increase.
Amsterdam Airport Schiphol (AMS) has announced that it will bring its passenger assistance services for passengers with reduced mobility (PRM) in house, with the transition expected to take place in early 2028.
The airport said taking direct responsibility for the service will provide greater control over quality, continuity and future development as demand for assistance continues to grow. Until the transition is completed, Axxicom Airport Caddy, part of Facilicom Groep, will continue delivering the service.
Axxicom Airport Caddy has managed PRM services at Schiphol since 2003, assisting approximately 750,000 passengers every year. Nearly 1,000 employees currently provide support to passengers requiring additional assistance throughout their airport journey.
Schiphol strengthens passenger assistance services
Schiphol said increasing passenger numbers and rising demand for accessibility services were key factors behind the decision to integrate the operation into its own organisation.
Patricia Vitalis, Chief Operating Officer at Royal Schiphol Group, said: “Our colleagues at Axxicom Airport Caddy do important work that affects large numbers of Amsterdam Airport Schiphol’s passengers. They provide assistance to people in need of additional support during their time in our airport.”
She added: “We expect significant further growth in the numbers of passengers requiring such assistance in the coming years. This will only increase the importance of these services to Schiphol. That is why we have decided to take on this responsibility ourselves, taking over the organisation and making it part of our daily practice.”
Vincent Kas, Managing Director at Axxicom Airport Caddy, said: “Our workers have managed to build up something special since 2003. Day after day, they provide assistance to passengers in need of additional support.”
He added: “Passengers who place their trust in us may continue to count on our support. At the same time, we will be working with Schiphol to ensure a careful transition focused on continuity: for passengers, for the services provided and last but not least, for our workers.”
The transition will be implemented gradually, with Schiphol and Facilicom Groep working together to ensure continuity of service while protecting employees throughout the process.
The organisations confirmed that all Axxicom Airport Caddy employees will retain employment, with detailed agreements on the transfer to be developed in consultation with trade unions. Schiphol noted that it had considered all stakeholder views before reaching its decision to internalise the service.
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