JAKARTA - Thirteen airports under the management of Angkasa Pura Airports have received The Voice of Customer recognition from Airport Council International (ACI). This recognition was an appreciation for the commitment of Angkasa Pura Airports to prioritize, listen and adapt to customers during the COVID-19 pandemic in 2021.
The thirteen Airports were: I Gusti Ngurah Rai Airport - Bali, Sultan Hasanuddin Airport - Makassar, Juanda Airport - Surabaya, Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan Airport - Balikpapan, Yogyakarta International Airport, Syamsudin Noor Airport - Banjarmasin, Jenderal Ahmad Yani Airport - Semarang , Adi Soemarmo Airport - Solo, Sam Ratulangi Airport - Manado, Lombok Airport - Praya, El Tari Airport - Kupang, Pattimura Airport - Ambon, and Frans Kaisiepo Airport - Biak.
“This recognition is an appreciation for the endeavors of Angkasa Pura Airports and its commitments to listening to the voices of service users, adapting and innovating in providing the highest service standards for service users amid the COVID-19 pandemic on an ongoing basis,” Angkasa Pura Airports President Directors Faik Fahmi said.
“The pandemic has caused substantial changes in human behavior and sparked new expectations about how products and services should be perceived – from prioritizing health to digitalization advances such as touchless touchpoints. The Voice of Customer highlights the commitment made by the airports to understand the evolving needs of customers in these challenging times,” ACI World’s Director General, Luis Felipe de Oliveira said.
“Angkasa Pura Airports always listen to the voices of service users as a step to continue to provide the best service and innovation. In addition, in the midst of the pandemic, we are trying to reduce the spread of Covid-19 through the implementation of strict health protocols and additional procedures in accordance with applicable regulations to ensure the comfort, safety and health of service users when traveling by air,” Faik Fahmi explained.
Service Innovations of Angkasa Pura Airports During the COVID-19 Pandemic
Angkasa Pura Airports has launched various service innovations in the midst of the COVID-19 pandemic with the aim of providing optimal convenience and comfort for service users. Several innovations that have been launched include:
- Virtual Customer Service: the customer service officers do not physically interact with airport service users but through a monitor screen device. Customer service officers, initially in charge of providing information to airport service users at customer service outlets, are now placed at the Airport Operation Control Center (AOCC) with service facilities using teleconference technology.
- Boarding Pass Scanner: a new facility at I Gusti Ngurah Rai Airport in Bali to reduce physical contact and provide convenience for passengers to automatically scan passenger boarding passes without having to queue at the manual scanning area. This facility can be used by passengers who bring their boarding pass in hardcopy or softcopy on a smartphone.
- Premium Airport Special Service (PASS): PASS is a service innovation through the creation of the best customer experience by the Company’s subsidiary, Angkasa Pura Hotel as a hospitality service provider and is expected to contribute significantly to the Company’s business performance. PASS includes meet and assist service, check-in assistant, baggage handling, escorting custom immigration and quarantine, and additional services such as executive lounge service for Domestic PASS, International PASS, and Connecting PASS.
- COVID-19 Information Microsite: Angkasa Pura I’s innovation to provide website-based information services on the latest flight requirements to facilitate prospective passengers to find out the latest flight requirements.
- Airport Health & Vaccination Center: Angkasa Pura I provides a facility for the COVID-19 Rapid Test and Vaccination inspection service at the airports to accommodate the needs of service users.
“Along with this recognition, the management would like to thank all Angkasa Pura Airports personnel for their hard work. Hopefully, this recognition will be an encouragement for Angkasa Pura Airports personnel to continue to provide and maintain the best service in the midst of the pandemic,” Faik Fahmi added.
