22 May 2025
Mangupura, May 22, 2025 – After previously securing two prestigious international awards from Airports Council International (ACI) and Skytrax, I Gusti Ngurah Rai International Airport has once again been recognized for its service excellence. This time, the award was granted by the Indonesian Ministry of Transportation at the 2024 Public Service Excellence Awards for the Transportation Sector held in Jakarta. I Gusti Ngurah Rai International Airport received the highest recognition in the air transportation sector, namely the Prima Utama distinction in the category of Passenger Terminal Service Units (Air Transportation).
Acting General Manager of I Gusti Ngurah Rai International Airport, Wahyudi, stated that this award serves as proof of the dedication of the entire airport community and the success of management in implementing transformation programs across nearly all service lines.
“Airport services are highly complex, involving end-to-end processes, multiple stakeholders, and direct interactions with passengers. Any shortfall can impact service quality. That is why one of our key transformations is implementing a strong customer focus. We must be proactive in delivering service excellence, both in terms of service quality and facilities,” he explained.
The Ministry of Transportation carried out the evaluation of services at I Gusti Ngurah Rai International Airport based on seven key indicators, namely: service policy, human resources professionalism, infrastructure and facilities, public service information systems, consultation and complaints services, innovation, and queuing systems.
The evaluation process consisted of two stages: first, an online survey distributed by the Ministry of State Apparatus Empowerment and Bureaucratic Reform (Kemenpan-RB) to passengers and airport business partners such as concessionaires, airlines, and cargo service providers. The second stage involved direct audits and assessments by a team comprising representatives from the Ministry of Transportation, Kemenpan-RB, the Ombudsman, and academia.
“The transformation initiatives carried out over the past two years are now delivering tangible results. As is widely known, we completed a major revitalization program aimed at meeting and enhancing service standards, such as optimizing passenger terminals and adding facilities to reduce queues, particularly during departure processes from check-in to boarding. In cargo and postal services, we have also implemented an Integrated Physical Inspection Facility (TPFT), streamlining export procedures,” Wahyudi added.
He further emphasized that improvements extend beyond physical infrastructure.
“We are also enhancing ‘software’ and soft skills by developing technology-based systems that integrate all aspects of service, including traffic-based operations management and Airport Collaborative Decision Making (A-CDM). Equally important is the development of human resources, strengthening the skills and competencies of our frontline staff in serving passengers,” he said.
Wahyudi concluded by dedicating the achievement to the entire airport community.
“This accomplishment belongs to the entire family of I Gusti Ngurah Rai International Airport. I would like to extend my highest appreciation for the dedication and commitment of all parties who have contributed to maintaining our service standards. We will continue to improve our services to ensure an excellent experience for all airport users,” he closed.
