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BALI’s I Gusti Ngurah Rai International Airport is continuously enhancing its service quality and developing its human resources through various facility improvements and improvements in service quality. These improvements are designed to address the needs of service users. This initiative aligns with the airport’s commitment to providing services that adhere to global airport service standards.
According to the Daily Acting General Manager of I Gusti Ngurah Rai International Airport, Ibnu Solikin, said service improvements were carried out comprehensively, integrated, and oriented towards the experience of service users.
“The quality of services at airports is significantly influenced by the characteristics of the passengers. For this reason, we are committed to ongoing improvement, with an approach that is centered on passenger needs. We implement development and renewal programs in a methodical and quantifiable manner to ensure a tangible impact on enhancing service quality,” stated Ibnu.
I Gusti Ngurah Rai Airport is currently implementing 24 improvement programs. These include updates to terminal facilities and support areas, such as the renovation of the check-in area and restrooms, enhancement of access to public transportation, the installation of hand-baggage trolleys, reconfiguration of WiFi, and the redesign of signage.
In addition, a program is being developed to enhance the comfort of public spaces and optimize digital services. This initiative will include improvements to cleanliness, the addition of seating in the departure waiting room, enhancements to the flight information display system (FIDS), and upgrades to self-check-in facilities to expedite departure services.
“All of these efforts are designed to increase passenger comfort and address operational needs that are growing in line with the increasing mobility of society, particularly in the context of air transportation users,” he stated.
In the field of human resource development, I Gusti Ngurah Rai Airport also strengthens frontline service competencies through sign language training for customer service and airport security (Avsec) officers. “The objective of this training program is to ensure the provision of increasingly inclusive services, thereby facilitating a more comfortable and equitable experience for passengers with special needs,” he reiterated.
As part of the ongoing evaluation of service quality, I Gusti Ngurah Rai Airport actively participates in various national and international assessment events. At the national level, assessments are carried out in collaboration with INACA (Indonesia National Air Carriers Association). At the global level, airports participate in service quality assessments conducted by Airport Councils International (ACI). This initiative enables the continuous measurement of service standards and facilitates real-time passenger needs identification by management.
This year, I Gusti Ngurah Rai Airport has the honor of representing Indonesia in the distinguished Skytrax World Airport Award. This global award evaluates airport services through public voting and direct audits by Skytrax auditors.
According to Ibnu, participation in this event is not only a means of achieving international recognition; it is also an important method of identifying the hopes and needs of service users. This information will facilitate ongoing improvements.
“Assessments like Skytrax provide us with objective parameters for maintaining service standards. This process enables us to understand passenger needs more comprehensively,” he added.
I Gusti Ngurah Rai Airport has emphasized that all of these service improvement initiatives are part of a long-term commitment carried out consistently through synergy with regulators, airlines, and other stakeholders.
“We are very grateful for the input, criticism, and suggestions submitted by passengers, the community, local government, and stakeholders. This commitment to excellence drives our ongoing efforts to enhance our service offerings. We are dedicated to implementing a service transformation program that is grounded in the principle of continuous improvement,” he concluded. [sources/photo special]
