JAKARTA - The three airports managed by Angkasa Pura Airports achieved the world-classprestigious achievements of the ASQ Awards 2017 hosted by Airport Council International (ACI). The three airports were I Gusti Ngurah Rai Airport, Sultan Aji Muhammad Sulaiman (SAMS) Airport Sepinggan Balikpapan, and Juanda Airport Surabaya.
I Gusti Ngurah Rai Bali Airport won awards in three categories:
- "The Best Airport by Size and Region: Asia Pacific, 15-25 million passenger per year"
- "The 1st place Best Airport by Size: 15-25 million passenger per year"
- "The 2nd place Best Airport in Asia Pacific (over 2 million passengers per year)".
While SAMS Sepinggan Airport in Balikpapan won "The 2nd place Best Airport by Size: 5-15 million passenger per year". Meanwhile, Juanda Airport Surabaya was awarded on "The 3rd place tie Best Airport by Size: 15-25 million passenger per year".
The assessment was based on the results of the Airport Service Quality (ASQ) survey released March 6, 2018 Canada time. ASQ is the only global benchmarking program that measures airport passenger satisfaction levels by the Airport Council International (ACI), a leading international airport organization based in Montreal, Canada.
"In March 2018, our three airports again won world-class prestigious awards at ASQ Awards 2017. I Gusti Ngurah Bali Airport succeed to increase the achievement from previous years. Similarly, Juanda Airport Surabaya and SAMS Sepinggan Balikpapan Airport which in previous years only managed to enter the top ten in their respective categories. This recognition was a clear proof of our hard work and focus to always improve service to airport users in the midst of the challenges of limited capacity. Therefore, we strive to always improve the service one of them by developing the existing airport and building new airports such as New International Airport Yogyakarta in Kulonprogo. In addition, various service innovations are also continuously conducted in order to increase customer satisfaction, "said by Director of Angkasa Pura Airports Faik Fahmi.
I Gusti Ngurah Rai Bali Airport has increased its achievement compared to the previous year, which this year succeeded in becoming the Best Airport in Asia Pacific in airport category with 15-25 million passengers per year. In 2016 and 2015 Bali Airport grabbed the Third Rank of World Best Airports 2016 and 2015 at the airport category with 15-25 million passengers per year. As for SAMS Sepinggan Balikpapan Airport and Juanda Airport Surabaya, this award was achieved for the first time where the previous year Juanda Airport ranked on 10th in the same airport category.
"Objective measurements and benchmarks are central to driving corporate performance across sectors, especially in competitive and dynamic sectors such as airport industry. These airports have dedicated themselves to providing quality customer service and creating an excellent customer experience. ACI was proud to recognize the achievements of all airports within the global ACI network and win the award,"said by the ACI World General Director Angela Gittens in ACI press release.
Since 2006, the ASQ survey has assessed passenger satisfaction with the services of world airports. 74 percent of the world's 100 busiest airports were part of the ASQ network. Each year, the program interviewed 600 thousand airport users in 42 languages in 84 countries worldwide. In 2017, the program conducted a survey in 343 world airports.
This program measured opinions through 34 performance indicators, including airport access, check-in, security screening, shopping and restaurant facilities, and toilets. Survey questions and mechanisms were conducted equally at all airports to create an industry database that allows each airport to compare themselves to other airports in the world. Scientific methodology, rigorous quality control procedures, and a commitment to impartiality in any ASQ survey assessments make it a global standard for measuring passenger satisfaction at airports.
