MANGUPURA — I Gusti Ngurah Rai International Airport continues to reinforce its position as one of the top-performing airports in the region through a comprehensive transformation of services and facilities. The airport is implementing a series of improvements designed to enhance passenger experience and maintain world-class service standards.
Acting General Manager of I Gusti Ngurah Rai International Airport, Ibnu Solikin, emphasized that all service upgrades are developed with a strong focus on passenger needs.
“Passenger characteristics evolve, and so must our services. Every improvement is planned and measured to ensure it delivers a real and meaningful impact on the passenger experience,” Ibnu stated.
The airport is currently executing 24 enhancement programs, including terminal facility upgrades, revitalized check-in areas, improved public transport access, new hand baggage trolleys, enhanced Wi-Fi configuration, and clearer, more informative signage.
Additional initiatives focus on improving public space comfort, such as better cleanliness standards, additional seating in departure waiting areas, optimization of the Flight Information Display System (FIDS), and strengthened self check-in facilities to speed up the departure process.
“These efforts are intended to ensure maximum comfort and address the growing operational demands driven by rising passenger mobility,” Ibnu added.
Beyond physical improvements, Ngurah Rai Airport is also enhancing its human resources capabilities. Frontline staff in customer service and aviation security (Avsec) have received sign language training to broaden the airport’s inclusivity efforts.
“Our goal is to provide a safe, comfortable, and equitable experience for all passengers, including those with special needs,” he explained.
To ensure continuous quality improvement, the airport actively participates in national and international service quality evaluations. In addition to assessments conducted with INACA, the airport is once again representing Indonesia in the prestigious Skytrax World Airport Awards.
Regarded as the benchmark for global airport excellence, Skytrax assessments rely on worldwide passenger voting and direct audits by Skytrax evaluators.
“Participating in Skytrax is not merely about achieving recognition; it helps us understand passenger expectations in real time and maintain the highest service standards,” Ibnu stressed.
Ngurah Rai Airport underscores that its service transformation is part of an ongoing, long-term commitment executed in collaboration with regulators, airlines, and stakeholders.
“We appreciate every piece of feedback from passengers and partners. Their input drives us to continually improve through a principle of continuous enhancement,” he concluded.
The airport management invites the public to show their support by participating in the Skytrax World Airport Awards via the official voting link: skytrax.injourneyairports.id.
Public votes serve as valuable encouragement and recognition for the team’s ongoing efforts to deliver the best airport experience.***
