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Jakarta Post

Ngurah Rai airport services still dissatisfying

  • Wasti Atmodjo

    The Jakarta Post

Denpasar | Thu, April 24 2014 | 09:58 am

Bali'€™s tourism industry is still not satisfied with the quality of services provided at the newly renovated Ngurah Rai International Airport.

In a discussion involving representatives from the Indonesian Tourism Industry Association ( GIPI ) Bali, Ngurah Rai airport management and other tourist-related associations, it was found the airport still had to improve the quality of its services to bring them up to an international standard.

'€œThe physical renovation of the airport'€™s buildings and facilities must be followed by improvements to its passenger services,'€ said Ida Bagus Ngurah Wijaya, chairman of GIPI.

An airport, Wijaya said, was the first impression of any destination. '€œPassengers must feel comfortable and safe when they arrive at an airport. This will reflect the condition of any destination, especially for Bali as an international tourist destination,'€ Wijaya said.

I Ketut Ardana, chairman of the Indonesian Tour and Travel Agencies Association ( Asita ) Bali, was very concerned over complaints filed by both domestic and foreign visitors.

Visitors often complain about dirty public toilets, a lack of trolleys, poor money changer outlets, taxi services and the attitude of airport employees.

Nyoman Sudiarta, chairman of the Tourism Transportation Association ( Pawiba ), added the airport management must provide a special drop off zone for tourist buses and minibuses.

'€œWe have to pay parking fees although we only drop off and pick up our passengers. We should have different parking fees,'€ Sudiarta said.

Eddy Sunyoto, head of marketing for Asita, emphasized immigration services, which were still complicated and time consuming.

'€œTourists still have to wait for quite a long time to get through immigration. They should not have to wait if the immigration officers worked more quickly and efficiently,'€ Sunyoto said.

In relation to security staff, Sunyoto complained that many of the security guards were unfriendly and impolite.

'€œThey [the security staff] do not have to look '€˜tough'€™ and be unfriendly toward visitors. This is very annoying,'€ Sunyoto added.

Co-general manager of PT Angkasa Pura ( PAP ) I, Gusti Ngurah Arditha, admitted there were still many problems that needed to be fixed. '€œThe airport renovation is not complete yet, we have to improve all facilities. The airport was designed to provide international-standard services but we have to wait until the domestic terminal is ready,'€ Arditha said.

He continued that the domestic terminal would be completed in June.

'€œNgurah Rai is the smallest international airport in the world, covering only 285 hectares of land, but we should have international-standard services,'€ he added.

Saroha Manulang, head of communications with the Immigration Agency, explained it would only require one minute and four seconds for each visitor to pass through immigration. International-standard immigration procedures should take no longer than two minutes per person.

At the international terminal, there are 24 immigration counters to allow a fast and easy flow through immigration counters.



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