Travel Advice at Angkasa Pura II Airports. Click here.

  • News
  • PT Angkasa Pura II Change Customer Assistant Services at 19 Airports from Face to Face Virtual Through the INAirports Application on Smartphones


Latest news about PT Angkasa Pura II (Persero)

PT Angkasa Pura II Change Customer Assistant Services at 19 Airports from Face to Face Virtual Through the INAirports Application on Smartphones

06 Apr 2020

Jakarta - PT Angkasa Pura II (Persero) has changed customer service from face-to-face to be entirely carried out virtually with video calls.

This innovation is called Virtual Customer Assistant (VICA) and is the latest feature of the Indonesia Airports (INAirports) application released by PT Angkasa Pura II. Correspondingly, VICA can be accessed anywhere and anytime through INAirports starting Thursday, April 9, 2020, on gadgets and smartphones.

Meanwhile, since it was first launched until as of March 31, 2020, the INAirports application has been downloaded up to 303,325 times on Android and iOS.

Besides on iOS, VICA can also be accessed through the site and the Zoom application.

PT Angkasa Pura II President Director Muhammad Awaluddin said that VICA is an step to optimize the use of information technology in the company's ecosystem as well as supporting the implementation of physical distancing amid the COVID-19 pandemic.

"Starting April 9, 2020, customer assistant officers do not conduct face-to-face meetings with travelers or airport visitors to support physical distancing to prevent the spread of COVID-19. More than that, customer assistant officers can reach more people because the service is done with video calls from anywhere and anytime through smartphones or gadgets. ”

The VICA service can be accessed by travelers through the INAirports application by selecting the menu icon in the form of three lines at the bottom right, then selecting the VICA service.

Meanwhile on the site, VICA services can be accessed by clicking the Contact Us icon at the bottom of the home page.

As for Zoom, PT Angkasa Pura II will release Meeting ID and QR Code so that travelers can access VICA services at each airport.

VICA completes other customer assistant services owned by PT Angkasa Pura II, namely:
- Contact Center Airport 138, by simply pressing number 138 on the smartphone or telephone;
- whatsapp at +62811984138;
- email at
- twitter account at @ contactap2;
- Facebook account at AP II Contact Centers.

All of these customer service services can also be utilized by the public or traveler to get information on travel advisory, flight information and policies at PT Angkasa Pura II airports in the middle of the COVID-19 pandemic.

Based on the data, the number of incoming calls to the 138 Airport Contact Center for the period January 1 to April 6 2020 was 14,522 calls. Of these, calls from travelers or the public asking for information related to COVID-19 reached 3,456 calls.

While on social media, the number of followers of Twitter, Instagram and Facebook accounts of PT Angkasa Pura II reached 237,131 in the period from January 1 to April 6, 2020.

To facilitate a traveler, information related to COVID-19 is displayed in a pop up link on and the Indonesia Airports application.

"We hope that with more complete customer service, PT Angkasa Pura II and the 19 airports it manages can be more easily reached or contacted by the wider community. Our commitment is to provide assistance so that people and travel are stress free, hassle free, free from difficulties when they are at PT Angkasa Pura II airports, "said Muhammad Awaluddin.

PT Angkasa Pura II currently manages 19 airports including Soekarno-Hatta International Airport with 3 aircraft passenger terminals and 1 cargo terminal, of which the airport is the busiest and largest airport in Indonesia.

Other airports managed by PT Angkasa Pura II are Halim Perdanakusuma (Jakarta), Husein Sastranegara (Bandung), Kertajati (Majalengka), Radin Inten II (Lampung), HAS Hanandjoeddin (Belitung), Fatmawati Soekarno (Bengkulu), Sultan Syarif Kasim II (Lampung) Pekanbaru), Raja Haji Fisabilillah (Tanjung Pinang).

Then Depati Amir (Pangkal Pinang), Sultan Thaha (Jambi), Sultan Mahmud Badaruddin II (Palembang), Banyuwangi International Airport, Sultan Iskandar Muda (Aceh), Minangkabau (Padang), Supadio (Pontianak), Silangit (North Tapanuli), Kualanamu (Deli Serdang) and Tjilik Riwut (Palangkaraya).