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New airport system to measure real-time passenger satisfaction

News Desk

The Jakarta Post

Jakarta  /  Tue, January 14, 2020  /  05:03 pm
New airport system to measure real-time passenger satisfaction

Soekarno-Hatta International Airport's Terminal 3 (Shutterstock/rnkadsgn)

In an effort to improve airport services, state-owned airport operator PT Angkasa Pura II, the management company behind 19 Indonesian airports including Soekarno-Hatta International Airport, has launched a new real-time customer satisfaction measurement system.

The system, called the Real Time Dashboard System for Customer Experience (READY4CX), allows travelers to communicate with airport management by giving ratings that can be accessed directly. If a customer is unsatisfied, it is said that airport management will immediately take hold of the situation.

Read also: Indians top list of foreigners denied entry by Soekarno-Hatta immigration this year

“The digitalization of airport management cannot be denied. Airports can no longer be managed in traditional ways anymore, as they […] connect all economic activities,” said Muhammad Awaluddin, president director of PT Angkasa Pura II, as reported by

Currently, travelers can only rate services on a scale of one to five through READY4CX devices located at airports’ i-Mate kiosks. However, Angkasa Pura II is currently preparing for these devices to accept input from travelers in the form of comments and suggestions.

“This real-time satisfaction measurement system will help us maximize its performance as it allows a quick response to customer input. It can also be an early warning detection system of the existing services,” Awaluddin said. (vel/kes)

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