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Indonesian airports recognized for service quality

Novi Abdi

The Jakarta Post

Balikpapan, East Kalimantan  /  Thu, March 8, 2018  /  07:36 pm
Indonesian airports recognized for service quality

A Batik Air Airbus A320-200 docked at the terminal building of Sepinggan International Airport in Balikpapan, East Kalimantan. (Shutterstock/File)

Sepinggan International Airport in Balikpapan, East Kalimantan, has been named the second best airport in the world with a 5-15 million passenger capacity per year, and also received the 2017 Airport Service Quality (ASQ) Award from the Airport Council International (ACI).

Based in Montreal, Canada, ACI is an international organization that specializes in measuring customer satisfaction level toward airport services around the globe.

"ACI assessed 34 aspects of all services provided at and related to the airports, from accessibility to check-in efficiency, baggage and passenger inspection, shopping and restaurant facilities and toilets," Sepinggan airport general manager Handy Heryudhitiawan told The Jakarta Post on Thursday.

The results of the assessments are announced every three months, before being accumulated to find the overall winners for the year. Up to 343 airports across 84 countries were included in the assessment, which were categorized based on annual passenger capacity. ACI reportedly sent their people to conduct the assessment of the airports openly as well as in secret.

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Managed by state-owned airport operator PT Angkasa Pura I (AP I), Sepinggan is the only Indonesian airport that has placed in the top ten best airports in the world every year for the past four years. Additionally, two other AP I airports, Ngurah Rai International Airport in Denpasar and Juanda International Airport in Surabaya, were also named the best and third best airports in the 15-25 million annual passenger capacity category, respectively.

According to ACI, the best airport in the world in the 5-15 million annual passenger capacity is Rajiv Gandhi International Airport in Hyderabad, India. Tied with Sepinggan was Hohhot Baita International Airport in Inner Mongolia, China. Meanwhile, Cochin International Airport in China; Netaji Subhas Chandra Bose International Airport in Kolkata, India; and Pune Airport in Maharashtra, India, were recognized as the joint third best airports.

"The top ten list is dominated by airports in China and India. We're the only one from Indonesia," said Handy. (kes)