Contacting Amsterdam Airport Schiphol

You can contact Schiphol via the phone, email, a contact form on the Schiphol website and via social media platforms such as Facebook Messenger, Instagram and X.

Depending on your question, the following personal data can be processed.
Managing your account in our system

• First and last name,
• Email address
• Phone number
• Privium ID (if you have a Privium membership)
• Information about your question/request

When you call us

• First and last name
• Phone number
• Language choice
• Call information (recording, duration, date and time of the call)
• Short written elaboration of the conversation

When you email or send the contact form

• First and last name
• Email address
• Date received email/contact form
• Content of the email/contact form
• IP address
• Indication of reduced mobility (option on contact form)

When you contact us via social media (YouTube, Instagram, X, Facebook, LinkedIn)

• Account name
• Date and time of message
• Content of message

When you contact us via WhatsApp

• WhatsApp user name
• Phone number
• User profile photo
• Date and time of sending/receiving message
• Whether the message has been read (single tick, double tick)
• Content of the message

When you contact us via our chatbot

• Content of the message
• IP address

Schiphol will use your personal data to answer your question/request as well as possible.

Phone numbers and email addresses are used to keep your contact requests together under one account in our system, so that we have your information at hand when needed.

If you have a Privium membership, then we use your Privium ID and your requests to retain that under your account. This way we can serve you better and quicker as a Privium member.

When you call, recordings can be made and they are used for training purposes to improve the customer service.

IP addresses are processed automatically via the platforms that are used to contact us. This data is not used to manage your question or request.

When you send your personal data via the contact form, then we ask for your consent to process your personal data.

When you contact us via other ways, then we process your personal data based on our legitimate interests.

We delete or anonymize your personal data as soon as your personal data is no longer necessary for Schiphol to keep in relation to the purpose for which we collected your personal data.

To offer our customer service, Schiphol works together with RIFF. This is an organisation that specialises in offering these types of services.

Schiphol processes all contact requests in a cloud-based Customer Relationship Management (CRM) application.

In addition, Schiphol uses a communication platform that is integrated into the CRM application for processing phone calls.

Furthermore, Schiphol works together with parties specialised in Social Media Management for the integration of social media platforms into the CRM application.

The data processed in all abovementioned applications are not transferred outside the European Union and the European Economic Area (EEA) and strict privacy and security agreements have been made with the abovementioned parties on how to handle personal data.

If your question or request can only be answered by another organisation (e.g. an airlines or the border police), we will refer you to this organisation. We will never pass on any of your personal data to another party ourselves.

If you contact us via social media, then there is the possibility that your personal data will also be processed by the social media platform that you use. Would you like to know more about this? Then you have to go to the privacy statement of this organisation.

Schiphol doesn’t process process your personal data outside of the European Union or the European Economic Area.

Access to, amendment and deletion of your personal data
You have the right to know what personal data of your are processed by Schiphol. If we have not obtained the data directly from you, you also have the right to know from what source they derive and to receive a copy thereof.

If your personal data proves to be incorrect, you can ask us to amend your data. You can also request us to delete personal data and to discontinue their use.

Restriction of processing and right to transfer your data
If Schiphol, according to you, doesn’t process your personal data in a correct manner, then you can request a restriction of the processing of your personal data.

You can also ask us to transfer your digital personal data to you or to another party in a readable and usable form.

Lodging an objection
Besides requesting or restriction of the processing of your personal data, you can also object to the processing of personal data by Schiphol.

If you lodge an objection, we can temporarily discontinue or restrict the processing. If your objection is accepted, then we will definitively discontinue or restrict the processing.

Your request and our response.
If you have a question, a request or if you wish to lodge an objection, email our Data Protection Officer (DPO) via dpo@schiphol.nl. We will do our utmost to respond to your request in a timely manner.

We may ask you to send us a copy of a valid ID if this is necessary in order to confirm your identity. You can make a safe copy of your ID via this website of the Dutch government.

If any part of your request is unclear to us, we may ask you to specify your request and/or to supplement it, to enable us to provide you with the best possible service.

This privacy statement is issued by Schiphol Nederland B.V. Our contact details:

Schiphol Nederland B.V.
P.O. Box 7501
1118 ZG Schiphol

Schiphol has a Data Protection Officer (DPO) for all your questions concerning privacy. The DPO also provides advice to us and monitors compliance with the privacy laws and regulations by Schiphol.

Do you have any questions or requests concerning your data? If so, you can send an email to the DPO via dpo@schiphol.nl or send a letter to our postal address, for the attention of the Data Protection Officer. Together with your request, please provide your name, address, email address and telephone number.

If you are dissatisfied with the way in which we treat your privacy or handle your request or objection, you can file a complaint with the Dutch Data Protection Authority.

You will find the latest version of this privacy statement on this web page. If necessary, we will update this privacy statement. This may be due to changes in policies, changes in the data processing operations or changes in the systems we use to process data.