Indonesian Minister of Tourism and Creative Economy, Sandiaga, issued an action call for airport staff at Bali Airport to provide consistently exceptional service. The directive comes after a leading passenger rights group listed I Gusti Ngurah Rai International Airport as one of the worst in the world.
In Jakarta, Minister Uno addressed this issue and stressed the importance for hospitality workers to create a positive impression of Indonesia among tourists. This includes those working at airports, borders, and other areas. He said, “They form their first impressions at the airport. We must make sure that our airports are a good example of Indonesian hospitality.”
In response to the AirHelp Survey which ranked Bali Airport as one of the ten worst airports in the world for performance, customer service and amenities,Minister Uno recognized the need for improvements. Minister Uno cited similar low scores for Syamsuddin Noor Airport, Banjarmasin, and Halim Perdanakusuma Airport, Jakarta. He noted that these findings would serve as the basis for departmental assessments.
Bali’s I Gusti Ngurah Rai International Airport ranked 189th out of 194 airports in a global airport ranking, scoring only 6.55. This ranking puts it above five airports that have lower ratings: Belgrade Nikola Tesla Airport; Lisbon Humberto Delgado Airport; London Gatwick Airport; Malta International Airport and Banjarmasin Syamsudin Noor International Airport.
Minister Uno confirmed that the Ministry is continuing to train airport staff including immigration and porters in order to improve the public facing aspects of airport operations. He stressed the importance of airport staff focusing on providing excellent hospitality to all tourists.
Uno, in highlighting the wider implications, said, “It is crucial that tourists continue visiting Indonesia, encouraging quality and sustainable tourism which leads to business opportunities, economic development, and job creation.”
He added: “Tourists not only value natural beauty, but also their overall experience of Indonesia.” It is important to prioritize service and hospitality.
Minister Uno called on airports to consistently provide excellent service to tourists and create a welcoming atmosphere. He highlighted Ngurah Rai Bali and Soekarno Hatta as well as the entry points to Batam and Riau Islands for improvement in hospitality and services.
