Amsterdam Airport Schiphol is set to bring its assistance services for passengers with reduced mobility (PRMs) under its direct management starting in early 2028. This strategic move aims to bolster operational control, elevate service quality, and proactively address an anticipated increase in demand for these essential services.
Transitioning PRM Assistance to In-House Management
Currently, the vital task of assisting passengers with reduced mobility is handled by approximately 1,000 employees from Axxicom Airport Caddy, a service that has been in place since 2003. Each year, Axxicom Airport Caddy supports around 750,000 passengers navigating the airport. The decision by Schiphol to assume direct responsibility for these services signifies a commitment to greater oversight of continuity, quality standards, and future service development.
The transition is planned for early 2028. Until that time, Axxicom Airport Caddy will continue to provide all PRM assistance services seamlessly. Schiphol and Axxicom Airport Caddy, part of the Facilicom Groep, are collaborating closely on a phased approach to ensure minimal disruption for passengers and a smooth transfer of operations and personnel.
Rationale Behind the In-House Strategy
Patricia Vitalis, Chief Operating Officer at Royal Schiphol Group, highlighted the growing importance of PRM assistance. “Our colleagues at Axxicom Airport Caddy do important work that affects large numbers of Amsterdam Airport Schiphol’s passengers,” Vitalis stated. “They provide assistance to people in need of additional support during their time in our airport. Axxicom Airport Caddy has handled this work for Schiphol with impressive care, skill and dedication for over 20 years. We have enjoyed our collaboration with Facilicom Groep and value their engagement.”
Vitalis further explained the strategic imperative: “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.” This proactive measure is designed to ensure Schiphol can meet the evolving needs of its passengers with enhanced efficiency and personalized care.
Ensuring a Smooth Transition for Passengers and Staff
The transfer of PRM assistance management is being approached with meticulous planning to safeguard service continuity. Schiphol and Axxicom Airport Caddy are committed to a careful, step-by-step process. A key focus of this transition is the welfare and integration of the nearly 1,000 employees who currently provide these services. These staff members will be kept informed throughout the process regarding their transition to Schiphol’s direct employment.
Vincent Kas, Managing Director of Axxicom Airport Caddy, expressed pride in the team’s contributions over the past two decades. “Our workers have managed to build up something special since 2003,” Kas remarked. “Day after day, they provide assistance to passengers in need of additional support. That requires knowledge of the work, but above all, patience and an ability to put people at ease. This combination makes our services so valuable. I am enormously proud of that. Axxicom Airport Caddy could never have become what we are today without our people’s dedication.”
Kas also reassured passengers and emphasized the collaborative spirit of the transition: “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 Future of PRM Assistance at Schiphol
By bringing PRM assistance in-house, Amsterdam Airport Schiphol aims to achieve several key objectives:
- Enhanced Operational Control: Direct management allows for more integrated planning and execution of services.
- Improved Service Quality: Greater oversight enables the implementation of consistent, high standards of care tailored to passenger needs.
- Future-Proofing for Growth: The move prepares the airport to effectively manage the anticipated rise in passengers requiring assistance.
- Staff Integration and Development: Bringing the team in-house offers potential for career development and a more unified airport workforce.
The collaboration between Schiphol and Axxicom Airport Caddy during this transition period is crucial. Both parties are dedicated to maintaining the high level of service passengers have come to expect while ensuring a secure and positive future for the employees involved.
This initiative underscores Schiphol’s commitment to inclusivity and passenger experience, ensuring that all travelers, regardless of their mobility needs, can navigate the airport with comfort and ease.
