I am writing to formally raise a complaint regarding the treatment I received at Schiphol Airport on 15th September 2025 around 18:00 while travelling on easyJet flight EZY6320 to London at 20:25.
At the boarding pass entrance, I approached a staff member to confirm whether I was at the correct gate. She told me to go to Departure 2, so I left and spent around 30 minutes searching for the location. After not finding it, I ran back, only to discover that I had been at the correct gate the entire time.
When I confronted the staff member and explained the situation, she told me that the gates “were not open yet.” I pointed out that she could have simply asked me to wait rather than send me away. Instead of acknowledging this, she repeated the same statement and refused to take responsibility for misleading me.
I also observed her letting other passengers through before me, while I was told to leave. When I asked for her name to file a complaint, she walked away and when I asked again, she yelled at me saying she did not want to talk to me.
This treatment left me feeling humiliated, discriminated against and highly stressed, as I nearly missed my flight despite following airport rules and behaving respectfully. I believe every passenger has the right to fair, respectful and accurate communication from airport staff and in this case, I did not receive that.
I kindly request that you:
1. Investigate this incident and identify the staff member involved.
2. Provide an explanation and assurance that such behaviour will not happen again.
3. Clarify whether the actions of this staff member were in line with Schiphol Airport’s service standards.
I look forward to your response and to a resolution of this matter.