T

he planned expansion and renovation of Soekarno-Hatta International Airport is undeniably urgently needed to improve the image of Indonesia’s main gateway located outside the capital city.

However, the project will appear as no more than a money-wasting facelift if there is no guarantee that the frequent complaints from travelers regarding services at the 29-year-old airport are heard.

The existing facilities at the airport, which is the 16th busiest in the world, can no longer accommodate the increasing number of travelers. The three existing terminals are too crowded, as they were designed to accommodate only 22 million people per year, while the number of travelers passing through it now reaches 44.3 million people per year.

Executive director of PT Angkasa Pura II (AP II), the state-owned operator of the airport, Tri S. Sunoko, said the Rp 11.7 trillion (US$1.37 billion) project is scheduled to begin early next year and is expected to be completed in 2014. Once renovations are complete, the airport is expected to be able to accommodate 62 million travelers per year; therefore, additional land needs to be acquired for expansion: 830 hectares of it. Currently, the airport stands on 1,800 hectares of plot.

The expansion and modernization of Soekarno-Hatta airport is timely, if not arguably a bit late, particularly given the data on the growing number of travelers. Our neighboring countries — Malaysia, Thailand and Singapore — have renovated their international airports in their respective capitals for similar reasons.

It is highly appreciated that the airport operator has decided to promote traditional architecture in the project, such as the use of Toraja-style roofs, and interiors featuring Balinese paintings and ornaments. All the local ethnic flavors will immediately impress both domestic and foreign travelers with the Indonesian atmosphere.

Hopefully, when the renovation project is completed, it will present a fresh image of Indonesia to travelers.

More than that, the expanded terminals will provide plenty of space for both inbound and outbound travelers. More spaciousness and more contemporary airport facilities are surely important to help travelers feel comfortable while awaiting departure or claiming their baggage.

But it is surely not enough. There are many more challenges facing the airport operator, and other relevant parties, in improving services. Travelers for sure need speedy and reliable handling.

Electricity cuts, such as the one that occurred recently, are intolerable incidents in a busy international airport like Soekarno-Hatta. Poor service at immigration checkpoints (one of the most complained about services), needs to be addressed by both immigration officers and the airport operator.

Several other problems that often tarnish the image of the airport include the operation of street vendors, unlicensed taxis, motorcycle taxis and ticket scalpers, as well as the poor hygienic conditions of the airport’s toilets.

It will be good, and make us feel proud, to have an international airport with modern facilities, but at the end of the day, travelers will be more impressed with good services and being well taken care of. Therefore, investment in human resources, including those working on the front lines, is no less important than just a facelift to improve the airport’s image.