The Airport Successfully Delivered Excellence in Customer Service and Retained 5 Years Consecutive ASQ Awards
Jakarta, April 27, 2022 – SAMS Sepinggan Airport in Balikpapan under the management of Angkasa Pura Airports has won the ACI Director General's Roll of Excellence in Airport Service Quality” award for consistently achieving excellence in customer service. This award was the first to be awarded to an airport operator in Indonesia for the achievements of SAMS Sepinggan Airport, Balikpapan for winning the Airport Service Quality (ASQ) award for five consecutive years in the last 10 years.
In 2021, only four airports worldwide have won The ACI Director General’s Roll of Excellence in Airport Service Quality award, including SAMS Sepinggan Airport - Balikpapan, Fiumicino Airport - Rome, Sardar Vallabhbhai Patel International Airport - India and Shanghai Hongqiao International. Airport - China. This achievement also aligns the achievements of Sepinggan Airport in Balikpapan with 64 other airports in the world that have won similar awards from 2011-2020, including Beijing Airport, Changi Airport, Incheon Airport, Hongkong Airport, and Dubai Airport.
“This award is an international appreciation for Angkasa Pura Airports ’s commitment to maintaining and providing excellent service standards to all service users on an ongoing basis, so that SAMS Sepinggan Airport in Balikpapan won the ASQ Awards for 5 consecutive years from 2017 to 2021. We would like to thank all service users, business partners, communities and all relevant stakeholders at SAMS Sepinggan Airport for the synergy, cooperation and collaboration so that Angkasa Pura Airports managed to achieve the best achievement,” AP I’s President Director, Faik Fahmi said.
Since its terminal expansion and inauguration in 2014, Sepinggan Airport has proven its quality as one of the best and internationally recognized airports in Indonesia. The airport has won 11 awards at the ASQ Awards from 2017 to 2021 in the class capacity of 5-15 million passengers per year. The awards include:
- ASQ Awards 2017 (1 Award) as Best Airport by Size;
- ASQ Awards 2018 (4 Awards) as Best Airport by Size in Asia Pacific, Best Environment and Ambience by Size, Best Customer Service & Best Infrastructure and Facilitation;
- ASQ Awards 2019 (4 Awards) as Best Airport by Size in Asia Pacific, Best Environment and Ambience by Size, Best Customer Service & Best Infrastructure and Facilitation;
- ASQ Awards 2020 (1 Award) as Best Airport by Size and Region in Asia Pacific;
- ASQ Awards 2021 (1 Award) as Best Airport by Size and Region in Asia Pacific;
ACI World Director General, Luis Felipe de Oliveira expressed his pride in the four airports in the world for winning the awards over this five-year period. “The four airports receiving the awards this year have consistently demonstrated that customers are the center of all services provided. To attract tourists to fly after the recovery of the global aviation industry, airports must actively listen and embrace their customers to find out their needs and expectations in the future,” Luis Felipe de Oliveira explained.
The awards will be given to the four airports at the ASQ Awards Ceremony. This event is part of the fourth ASQ Forum & ACI Customer Experience Global Summit that will take place in September in Krakow, Poland and has a main focus on Airport Customer Experience.
“With this award, SAMS Sepinggan Airport, Balikpapan will continue to be a role model in terms of excellent airport service quality and continuous collaboration with ACI to improve service standards and best practices in the aviation industry,” Luis Felipe de Oliveira added.
