The Indonesian Minister of Tourism and Creative Economy, Sandiaga Uno, has done so issued a call to action for airport staff to consistently provide exceptional service to passengers at Bali Airport. This guidance follows the listing of I Gusti Ngurah Rai International Airport as one of the worst in the world by a leading passenger rights organization.
Addressing the issue from Jakarta, Minister Uno emphasized the importance of hospitality workers, especially those at airports and borders, in creating a positive first impression of Indonesia for tourists. He stated: “They get their first impression at the airport and we must ensure that our airports exemplify typical Indonesian hospitality.”
Respond to the AirHelp surveyin which Bali Airport is ranked among the ten worst in the world in terms of performance, customer service and facilities, Minister Uno recognized the need for improvement. He pointed to similarly poor scores for Syamsuddin Noor airports in Banjarmasin and Halim Perdanakusuma Airport in Jakarta, noting that these findings will serve as a basis for department evaluations.
Bali’s I Gusti Ngurah Rai International Airport ranked a lowly 189th out of 194 in a recent global airport rating, with a score of just 6.55. This ranking places it just above five other airports with worse ratings: Belgrade Nikola Tesla Airport, Lisbon Humberto Delgado Airport, London Gatwick Airport, Malta International Airport and Banjarmasin Syamsudin Noor International Airport.
Minister Uno affirmed the Ministry’s continued efforts to train airport staff, including immigration and porter services, to improve the public aspects of airport operations. He emphasized the need for airport staff to focus on providing excellent hospitality to tourists from all regions.
Highlighting the broader implications, Uno said: “It is critical that tourists continue to visit Indonesia, promoting quality and sustainable tourism, leading to business opportunities, economic growth and job creation.”
He added: “Tourists appreciate not only the natural beauty but also their overall experience in Indonesia. Prioritizing service and hospitality is essential.”
Minister Uno urged airports across the country to commit to providing excellent service and consistently creating a welcoming environment for tourists. He identified Ngurah Rai Bali, Soekarno Hatta and the entry points in Batam and Riau Islands as crucial areas for hospitality and service improvement.
While Minister Uno’s comments reflect a constructive response to the survey feedback, there are divergent views among officials. The vice president of PT Angkasa Pura, the state-owned company that manages Bali Airport, expressed skepticism about the results of the survey, citing the lack of detailed survey parameters and the awards Bali Airport received in 2023 for customer service, environmental commitments and operations.
Looking ahead, Bali Airport will introduce an advanced immigration process for tourists. New autogates, which will be installed in both the arrival and departure terminals, will make it easier for tourists to use the e-Visa on Arrival process, with the aim of speeding up airport transit and improving efficiency.
Tourists will be encouraged to apply for the e-Visa on Arrival online, although the Visa on Arrival option remains available to travelers from 97 countries. Minister Uno also hinted at the possibility of restoring visa-free travel for Bali’s top tourists, although no official changes have yet been announced.
