JAKARTA - Angkasa Pura Airports has implemented virtual customer service in 12 airports since March 20. It is one of the company's efforts to minimize the spread of Covid-19 at the airport while providing convenient and optimal services with customer service officers amid the Covid-19 pandemic.
The virtual customer service means the customer service officers do not physically interact with airport service users but through a monitor screen device. Customer service officers, who 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 tele-conference technology.
"This virtual customer service is one form of physical distancing implementation in the airport apart from setting a minimum distance of one to two meters in the airport's public areas to minimize the spread of Covid-19. The launch of this service is also a form of the company's efforts to make airport service users feel comfortable when interacting with airport officials during a pandemic situation like this,” said Angkasa Pura Airports president director Faik Fahmi.
Interaction between service user and customer service officer is done through a screen. To help passengers using the service, guidelines have been provided on the TV screen at the customer service outlets. The application of this service is carried out during the Covid-19 emergency response period.
The number of virtual customer service locations are different in each airport, depending on the area and density of the airport. At I Gusti Ngurah Rai International Airport in Bali, there are five virtual customer service points spread at the passenger terminal at the international departure lobby, the international arrival lobby, the international departure waiting room, check-in counter at domestic departure area, and the domestic departure waiting room.
"With this virtual customer service, we hope airport service users to receive convenient service and don’t have to worry when interacting with our customer service officers. We also urge airport service users to follow the appeal and rules related to preventing the spread of Covid-19, such as keeping a minimum distance from other people in the airport area, regularly washing hands or using hand sanitizers for the comfort and health of all,” Faik added.
The 12 airports that implement virtual customer service are I Gusti Ngurah Rai International Airport, Juanda International Airport in Surabaya, Sultan Hasanuddin International Airport in Makassar, Yogyakarta International Airport (YIA) in Kulon Progo, Sultan Aji Muhammad Sulaiman Sepinggan International Airport in Balikpapan, Syamsudin Noor International Airport in Banjarmasin, General Ahmad Yani International Airport in Semarang, Adi Soemarmo International Airport in Solo, Sam Ratulangi International Airport in Manado, El Tari International Airport in Kupang, Lombok International Airport in Praya, and Pattimura International Airport in Ambon. [AD]
