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Diligently Hearing Voices of Traveler for Innovation Amid Pandemic, 14 AP II Airports Appreciated by Airport Council International

09 Feb 2021

Jakarta - The organization that houses airports around the world, Airport Council International (ACI), gave appreciation to 14 airports of PT Angkasa Pura II (Persero) for implementing the ACI World's Voice of the Customer initiative in the midst of the COVID-19 pandemic on 2020.

The airports that received the appreciation were Soekarno-Hatta (Tangerang), Sultan Mahmud Badaruddin II (Palembang), Husein Sastranegara (Bandung), Sultan Syarif Kasim II (Pekanbaru), Depati Amir (Pangkalpinang), Silangit, Raja Haji Fisabilillah (Tanjung Pinang), Halim Perdanakusuma (Jakarta), Banyuwangi, Kualanamu (Deli Serdang), Minangkabau (Padang), Sultan Thaha (Jambi), and Sultan Iskandara Muda (Aceh).

This appreciation indicates that PT Angkasa Pura II airports are continuously diligent in hearing the voices of travelers, both various appreciations and inputs, to always improve aspects of service.

Meanwhile, PT Angkasa Pura II continuously conducts a survey every 3 months (every quarter) involving airplane passengers / travelers as respondents. The survey results are used as the basis for maintaining and improving services, including in the midst of a pandemic.

"This initiative [ACI World's Voice of the Customer] acknowledges that the airport continues to prioritize customers and is committed to ensuring their voices are heard amid the COVID-19 pandemic in 2020," said ACI World Director General Luis Felipe de Oliveira in his letter to the President Director of PT Angkasa Pura. II Muhammad Awaluddin.

Luis Felipe de Oliveira added, “Your airport has made significant achievements in gathering feedback through the Airport Service Quality program from ACI, and this helps you to better understand customers, as well as provide information to you in carrying out your commitment to providing external services. usual in the midst of this difficult situation. "

Along with the voice of a traveler, Luis Felipe de Oliveira said that PT Angkasa Pura II airports can consistently provide the best service during the pandemic.

President Director of PT Angkasa Pura II Muhammad Awaluddin said the company introduced various innovations to keep it easier and realize seamless journey for travelers while still prioritizing health protocols.

"We introduced a number of innovations last year to make travel easier by plane and to support travelers in meeting health protocols in the midst of a pandemic. One of the foundations for these innovations at AP II airport is the voice of a traveler or airplane passenger, ”said Muhammad Awaluddin.

A number of innovations were introduced by PT Angkasa Pura II last year in the midst of a pandemic, including:

1. Airport Health Center
This health facility is one of the backbones of AP II airports and responds to prospective aircraft passengers who wish to carry out a COVID-19 test at the airport. Through this health facility, prospective aircraft passengers can easily fulfill health protocols, especially those related to the requirements for the COVID-19 test, be it a rapid antigen test or a PCR test.

2. Digital platform
Through the Ministry of Health's eHAC application, the results of the COVID-19 test issued by the Airport Health Center at AP II Airport can be checked digitally, making it easier for prospective aircraft passengers to travel while adhering to protocol.

3. Biosafety and Biosecurity Management
AP II Airport strengthens health protocols with Biosafety and Biosecurity Management to provide a healthy, clean and hygienic airport for travelers, airport visitors, and airport workers.

4. Video Customer Assistant (VICA)
For travelers who need direct service at the terminal with two-way communication, AP II introduces VICA. This facility provides services like a customer assistant, but is done via video to reduce direct interaction during a pandemic.

5. Travel Advisory Information
The flight requirements that travelers must meet on domestic and international routes are very dynamic amid the COVID-19 pandemic. Therefore, AP II provides travel advisory information that is updated regularly, through the system and the INAirport application.

PT Angkasa Pura II is committed to always listening to customers' voices so that it can always give birth to new innovations to maintain and improve services.