I Gusti Ngurah Rai Airport Wins International Airport Service Quality Award for the Sixth Time

Mangupura, September 12, 2025 – I Gusti Ngurah Rai International Airport has once again achieved global recognition by winning the Best Airport of 15 to 25 Million Passengers in Asia-Pacific award from Airports Council International (ACI). This marks the airport’s sixth triumph in this prestigious category. The award was personally received by I Gusti Ngurah Rai Airport’s General Manager, Ahmad Syaugi Shahab, in Guangzhou, China, on Wednesday (September 10).

This achievement reaffirms the airport’s commitment and consistency in delivering exceptional services and creating a memorable travel experience for passengers.

“This award is dedicated to all airport users and the entire I Gusti Ngurah Rai Airport family, as this accomplishment would not have been possible without the support and hard work of our team and the strong synergy with all stakeholders. Our only commitment is to continuously enhance service quality and provide a safe, comfortable, and memorable travel experience,” said Syaugi.

The Airport Service Quality (ASQ) program, organized by ACI, is a year-long global survey measuring passenger satisfaction across 32 service aspects. These include airport facilities, accessibility, arrival processes, check-in procedures, security and travel document checks, comfort and seating availability in waiting areas, Wi-Fi services, retail options, and other passenger-related services.

He further emphasized that the assessments are based on direct passenger feedback, reflecting both their perspectives and expectations of ideal airport services.

“Based on the survey results, we carry out comprehensive service transformations, including system improvements and enhancement programs across all operational areas, to elevate service quality and strengthen public trust in I Gusti Ngurah Rai Airport,” he added.

As an international airport serving over 23 million passengers annually, I Gusti Ngurah Rai continues to innovate through terminal upgrades, service digitalization, and the implementation of international safety and security standards. Key initiatives include the revitalization of passenger terminals, widening of internal access roads, development of traffic management systems, adoption of Airport Collaborative Decision Making (A-CDM), and the construction of a pedestrian overpass.

Echoing Syaugi’s remarks, PT Angkasa Pura Indonesia President Director Mohammad R. Pahlevi highlighted that the ASQ Awards recognize the success of 10 InJourney Airports in delivering world-class customer experiences to air travelers and airport users. These airports include Yogyakarta Kulon Progo International Airport, Soekarno-Hatta Tangerang, Juanda Surabaya, SAMS Sepinggan Balikpapan, Sultan Hasanuddin Makassar, Pattimura Ambon, Supadio Pontianak, Sultan Mahmud Badaruddin II Palembang, Ahmad Yani Semarang, and I Gusti Ngurah Rai Bali.

Pahlevi stated, “We initiated airport transformation programs since the establishment of InJourney Airports, starting with Soekarno-Hatta and I Gusti Ngurah Rai as pilot projects. This ongoing transformation aims to position airports as gateways of national pride. Passengers and airport users can now experience significant improvements at these two pilot airports.”

Airports Council International (ACI) is a global airport organization representing 2,181 airports across 170 countries, making the ASQ Awards one of the highest benchmarks of excellence in the global aviation industry.