THE NETHERLANDS. Royal Schiphol Group has reported a +1.7% increase in total concessions revenue for the first six months of 2019, to €100 million (US$109.7 million). This was in line with a +1.4% increase in passenger traffic at Amsterdam Airport Schiphol, to 34.5 million.
However, average retail spend per departing passenger in post-security shops at Schiphol fell by -1.8% to €12.92 (US$14.17), according to the interim results. Food & beverage spend per departing passenger rose by +3.4% to €4.90 (US$5.38).
Royal Schiphol Group is the owner and operator of Amsterdam Airport Schiphol, Rotterdam The Hague Airport and Lelystad Airport, and holds a majority stake in Eindhoven Airport. In the first six months of 2019, the company said it invested €336 million (US$368.3 million) to improve customer experience and operational efficiency (up from €232 million in the first half of 2018). At Schiphol, this included the development of a new pier and the redevelopment of departure hall 1.
Despite this investment, Royal Schiphol Group said that “on a number of occasions [it] failed to deliver the level of customer service we aspire to and which our passengers expect”, citing baggage system malfunctions and over disruptions. However, passenger appreciation in Amsterdam increased from 32 to 35 based on the company’s ‘Net Promotor Score’, which measures customer satisfaction.
Overall Royal Schiphol Group revenue rose +7.3% in the first half, to €766 million. EBITDA was up +4.7% to €299 million. Passenger traffic rose +2.2% to 38.7 million across all its airports, with a +8.9% increase at Eindhoven to 3.2 million.
Looking ahead, Royal Schiphol Group said it expected a similar net result while passenger traffic would growth between +1-2% in 2019. It noted that up to and including the 2020 operational year (until 1 November 2020) the number of commercial air transport movements at Schiphol is limited to 500,000 per year, as laid down in agreements with the state and other stakeholders.
