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  • Being the Best in the World Wins the World's Best Staff Airport 2021 in the midst of a pandemic, here are the Frontliner Fighters at Soekarno-Hatta Airport

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Being the Best in the World Wins the World's Best Staff Airport 2021 in the midst of a pandemic, here are the Frontliner Fighters at Soekarno-Hatta Airport

08 Aug 2021

Jakarta - Soekarno-Hatta Airport is rated as one of the airports with the best staff in the world and won the Sktrax World Airport Awards 2021 as ranked 10th in the 2021 World's Best Staff Airport category.

This award is given in line with the quality of frontliner staff at the airport including behavior, friendliness and efficiency in serving customers. Frontliner staff includes staff working on customer assistance, security staff, immigration staff, retail staff, and so on.

President Director of PT Angkasa Pura II (Persero) Muhammad Awaluddin said this award from the international community proved the dedication of the staff at Soekarno-Hatta Airport in carrying out their duties and work.

"We are very proud and grateful to all frontliner staff at Soekarno-Hatta Airport, both staff from AP II and other stakeholders, for their dedication in carrying out their duties. The COVID-19 pandemic is no reason for you to continue to serve the community, and now you are one of the best in the world."

"Thank you for bringing Soekano-Hatta Airport to the ranks of the Top 10 World's Best Staff Airport 2021. This also shows the world that Indonesia has the best people in the hospitality sector, especially providing an airport hospitality experience to airplane passengers or airport visitors, "said Muhammad Awaluddin.

Innovation is also presented in services to customers at Soekarno-Hatta Airport, such as the presence of digital officer personnel with digital devices, Video Customer Assistant (VICA), concierge express, and so on.

The following are the general staff of AP II frontliners on duty at Soekarno-Hatta Airport to serve the various needs of airplane passengers and airport visitors:

1. Service Quality Inspector
Duty to ensure customers can always get a seamless journey experience while at the airport by measuring, monitoring, and analyzing service activities at the airport. In addition, officers also follow up on findings related to services at the airport.

2. Customer service
In charge of carrying out information service activities at the information counter or through VICA (Video Customer Assistant), making announcements related to flights and non-flights through the Public Address System, handling customer needs directly or indirectly, and also providing services in the VIP room

3. Digital Officer With Digital Device
A customer service officer who is equipped with various gadgets to ensure an issue can be handled properly so it doesn't get bigger

4. Golf Car Assistant
In charge of providing transportation services within the terminal building using a golf car

5. Aviation Security
In charge of controlling and supervising airport security, including conducting security checks on people, goods and vehicles

6. Land Transportation Assistant
In charge of supervising and ensuring service standards are met at the Shelter Ground Transport and Skytrain

7. Transit Oriented Development (TOD) Service
In charge of supervising and ensuring the fulfillment of TOD service standards located in the area behind Soekarno-Hatta Airport, as a transit building for public travel to be able to go to the airport using public transportation

8. Concierge Express
Officers who provide premium assistance and helper services that can be used by prospective airplane passengers who can be ordered through the travelin application or directly at the booth at the passenger terminal

9. Terminal inspection services
Officers who ensure the readiness of service facilities in the passenger terminal building and take measurements against service standards


Muhammad Awaluddin said customer service at Soekarno-Hatta Airport was also supported by the iPerform application used by AP II internals.

Through iPeform, various services that have an impact on customer satisfaction can be monitored, such as baggage service, utilization of check-in counters, to the use of parking stands to facilitate the arrival and departure of airplane passengers.

Skytrax World Airport Awards 2021 is a prestigious world-class event that awards the best airports in the world based on a survey with respondents from more than 100 countries involved.

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