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National Customer Day 2021, AP II Campaign for Safe and Seamless Travel Through Digital Services at Airports

04 Sep 2021

AP II prepares Airport ID as an access control terminal

Jakarta - Welcoming National Customer Day 2021, PT Angkasa Pura II (Persero) held a Customer Greet program as well as a safe and seamless travel campaign without interruption (Safe & Seamless Travel Experience) with digital services for airplane passengers.

As part of the Customer Greet, AP II gave a special welcome at the terminal for customers, travelers and airport visitors.

At Soekarno-Hatta Airport, travelers have the opportunity to express their appreciation and input regarding services and facilities, directly to the management. Each customer can also get special assistance in processing departures using various digital-based services.

"The Customer Greet Program in celebrating National Customer Day 2021 is held at all AP II airports, as a form of gratitude to all customers for trusting AP II so far. We wish you a Happy National Customer Day 2021," said President Director of AP II Muhammad Awaluddin.

Muhammad Awaluddin said, “National Customer Day has an important meaning for AP II, it makes us always remember that we must do more than provide services, but also must be able to understand customer needs. In line with that, we always apply the Know Your Customer [KYC] concept in the aspect of customer service.”

One of AP II's efforts to meet customer needs is to create digital-based service innovations.

Director of Operation & Services Muhamad Wasid said digital-based services are also very important in the midst of the COVID-19 pandemic.

"The COVID-19 pandemic brings heavy challenges, and the strict application of health protocols and digital-based services is a solution for AP II in responding to these challenges, to present a Safe & Seamless Travel Experience," said Muhamad Wasid.

Coinciding with Harpelnas 2021, AP II is campaigning for Safe & Seamless Travel Experience in the midst of the COVID-19 pandemic with digital-based services, as was done at Soekarno-Hatta Airport.

Senior General Manager of Soekarno-Hatta Airport Agus Haryadi said, "The Safe & Seamless Travel Experience campaign is carried out to further promote digital services that have been enjoyed by many customers at Soekarno-Hatta Airport. Soekarno-Hatta Airport is required to always provide a better experience with a sense of security and comfort through the use of technology."

A number of digital-based services presented by AP II, among others:

1. Travelin app
This application that can be downloaded on iOS and Android has features to support traveler travel, namely: online reservations for COVID-19 tests at Soekarno-Hatta Airport, e-check-in, hotel and airline ticket reservations, flight schedule information, commercial tenant information, ground transportation information, airport service information, emergency assistance service information, airportainment, tourist information, the latest news related to the aviation sector, and e-commerce.

2. CareProtect Application
PeduliLindung is an application used in handling COVID-19, where for the aviation sector it is used to process departures of prospective airline passengers. Filling of e-HAC by airline passengers is currently also carried out through PeduliLindungi
Meanwhile, AP II Airport has prepared a digital infrastructure to be able to read the QR Code in the PeduliLindung application on the gadgets of prospective passengers.

3. Virtual customer assistant (VICA)
In the midst of this pandemic, AP II has prepared VICA as an online face-to-face service between customers and customer service officers.

4. Customer touchpoint feedback system
Provide a means of brief customer reviews of services provided at a number of service points at the airport, where the results can be known quickly for later service improvement.

5. Digital taxi queing
The digital system can provide certainty for customers in getting taxi services

6. iMATE Lounge
i-Millennial Airport Travel Experience (iMATE) Lounge is equipped with various digital-based facilities such as virtual assistants, digital wayfinding, flight information display system (FIDS), game zones, and so on.

Airport ID as an access control terminal
AP II is currently discussing presenting an Airport Single Identity (Airport ID) as an access control terminal, which will also be integrated with the PeduliLindung application.

Airport ID can be used by travelers to get additional services at the airport, such as fast tracks, special vehicle parking locations, and so on. Through Airport ID, AP II will be able to get to know and understand customers better with the Know Your Customer (KYC) concept.