Airport Council International (ACI) Awarded the "Voice of the Customer" Recognition to 21 Airports in Indonesia

Photo: – Airport Council International (ACI), on February 10, 2022, announced that 200 airports around the world have received "the Voice of the Customer" recognition. This recognition is given to airports that prioritize listening and adapting to customers during the pandemic.

To qualify, airports must collect three or quarters or more of data through the Airport Service Quality (ASQ) program. This award is separate from the ASQ Awards, whose winners were announced in March.

"The pandemic has caused substantial changes in human behavior and provoked a whole new set of expectations affecting how products and services should be experienced—from a prioritization of health to increased digitalization such as contactless touchpoints," said ACI World Director General Luis Felipe de Oliveira. "The Voice of the Customer highlights the ongoing commitment of airports to understanding the evolving expectations of the end-user, the traveling public, in these challenging times.

"ACI research has revealed that passenger satisfaction directly impacts an airport's non-aeronautical revenue, an area that will play an increasingly important role in the recovery of the airport business. The ASQ program, the world's leading airport customer experience measurement and benchmarking program, plays a central role in helping airports maintain and strengthen their competitive advantage and contribute to their sustained long-term recovery."

Among the 200 airports worldwide, 21 airports in Indonesia also received recognition, namely:

  1. I Gusti Ngurah Rai Airport – Bali (PT. Angkasa Pura I)
  2. El Tari Airport – Kupang (PT. Angkasa Pura I)
  3. Frans Kaisiepo Airport – Biak (PT. Angkasa Pura I)
  4. Jenderal Ahmad Yani Airport – Semarang (PT. Angkasa Pura I)
  5. Zainuddin Abdul Majid Airport – Lombok (PT. Angkasa Pura I)
  6. Sam Ratulangi Airport – Manado (PT. Angkasa Pura I)
  7. Pattimura Airport – Ambon (PT. Angkasa Pura I)
  8. Sultan Aji Muhammad Sulaiman Sepinggan Airport – Balikpapan (PT. Angkasa Pura I)
  9. Sultan Hasanuddin Airport – Makassar (PT. Angkasa Pura I)
  10. Juanda Airport – Surabaya (PT. Angkasa Pura I)
  11. Adi Soemarmo Airport – Surakarta (PT. Angkasa Pura I)
  12. Syamsudin Noor Airport – Banjarmasin (PT. Angkasa Pura I)
  13. Yogyakarta Airport – Kulonprogo (PT. Angkasa Pura I)
  14. Soekarno-Hatta Airport – Jakarta (PT. Angkasa Pura II)
  15. Depati Amir Airport – Pangkal Pinang (PT. Angkasa Pura II)
  16. Husein Sastranegara Airport – Bandung (PT. Angkasa Pura II)
  17. Kualanamu Airport – Medan (PT. Angkasa Pura II)
  18. Sultan Mahmud Badaruddin II Airport – Palembang (PT. Angkasa Pura II)
  19. Sultan Syarif Kasim I Airport - Pekanbaru (PT. Angkasa Pura II)
  20. Sultan Thaha Airport – Jambi (PT. Angkasa Pura II)
  21. Supadio Airport – Pontianak (PT. Angkasa Pura II)

President Director of PT. Angkasa Pura II (AP II), Muhammad Awaluddin said, "It is very important to understand customers, especially in the midst of this challenging COVID-19 pandemic. AP II is committed to hearing the voices and input of travelers so that the customer experience remains intact in all situations. We thank ACI for appreciating ACI World's Voice of the Customer in line with a survey conducted by AP II in 2021 to hear traveler voices for services at departure, arrival and commercial points."


Airportman Indonesia

Airportman Indonesia

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