Improving Unaccompanied Minor (UM)-service at Schiphol Airport

Schiphol’s Unaccompanied Minor (UM)-service assists children who are traveling unaccompanied by an adult. It is a service supported by Airport Facility Service (AFS). Schiphol UM ensures that unaccompanied children travel as comfortably as possible, reach the right plane, and help them when delays or other disruptions occur. This service is mandatory for children from 5 to 14 years old. For children aged 15 to 17, the service can be booked as an option.

Every year, around 40.000 unaccompanied minor passengers pass through the Unaccompanied Minor desk at Schiphol. AFS would like to know what parents, legal caretakers, and underage travelers think of the service. Since the service is provided to travelers who are underage, it is important to know that everything is well organized at the desk and that travelers are helped in a smooth and pleasant manner. Therefore, AFS wanted to study passenger experience and called upon us. With INPRC, they get real-time insight into the customer experience. AFS can use the INPRC app and they can intervene quickly if they see that customer satisfaction declines unexpectedly.

INPRC installed feedback consoles that are directly connected to a central database. The experience of travelers is registered in real-time and visible in the INPRC app. At any time, AFS can monitor customer satisfaction and take action when necessary.