Press Releases

ACI World partners with PT Angkasa Pura I (Persero) for 2019 Customer Experience Global Summit in Indonesia

The second ever Global Summit will be held in Bali in September

Montreal, 24 January 2019 – Airports Council International (ACI) World has today announced that the second ACI Customer Experience Global Summit will be held in partnership with PT Angkasa Pura I (Persero) from 2 to 5 September in Bali, Indonesia.

Last year’s inaugural summit was held in Halifax, Nova Scotia, Canada and this year’s event is expected to attract more than 400 delegates from around the world to explore industry best practice in delivering a better experience for passengers at airports.

The Summit will comprise three main elements: an international Airport Service Quality (ASQ) Forum, a Customer Excellence Global Summit, and the prestigious annual ASQ Awards ceremony.

ACI’s ASQ programme is the globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport. It provides a detailed view of the passenger experience through the complete airport journey and the ASQ Awards celebrate the top airport performers who serve as role models for the industry. Airport operators subscribe to the programme as an aid in their commitment to delivering the best experience for passengers travelling through their airports.

“The ACI Customer Experience Global Summit is dedicated to helping airport operators understand and meet the ever-changing needs of their customers by exploring trends in passenger experience,” said Angela Gittens, ACI World Director General. “Airports are taking a leading role in improving passenger experience and the ASQ programme helps them to meet the higher levels of service passengers are demanding.

“Several of the PT Angkasa Pura I (Persero) group’s airports have excelled in the ASQ Programme in recent years and we look forward to partnering with them to bring our global summit to Bali to help expand our industry’s knowledge and expertise.”

Faik Fahmi, President Director PT Angkasa Pura I (Persero) said, “We are exceptionally thrilled to be chosen as the host of the second ACI Customer Experience Global Summit 2019 which will take place in the magical island of Bali from 2 to 5 September 2019. On top of our past and continuous success in the ASQ programme since 2013, the trust given by ACI to Angkasa Pura I as the first airport operator in Asia Pacific to host this prestigious event which further strengthens our position on the international stage.

“As an airport company that operates 13 airports in Central and East Indonesia, this opportunity will also allow us to introduce the vast selection of Indonesian tourism destinations and culture, as well as the warmth of Indonesian hospitality, to the world.”

The ACI Customer Experience Global Summit will give attendees the opportunity to share ideas, celebrate success and recognize the top performers in customer service according to the passengers themselves.

Notes for editors

1. Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. As of January 2019, ACI serves 646 members, operating 1,960 airports in 176 countries.

2. The ACI ASQ programme is the world-renowned and globally established global benchmarking programme measuring passengers’ satisfaction whilst they are travelling through an airport.

3. PT Angkasa Pura I (Persero) is the leading State Owned Airport operator in Indonesia which manages a total of 13 airports in Central and Eastern Indonesia: Bali’s I Gusti Ngurah Rai International Airport (DPS), Surabaya’s Juanda International Airport (SUB), Makassar’s Sultan Hasanuddin International Airport (UPG), Balikpapan’s Sultan Aji Muhammad Sulaiman Sepinggan International Airport (BPN), Biak’s Frans Kaisiepo Airport (BIK), Manado’s Sam Ratulangi International Airport (MDC), Banjarmasin’s Syamsudin Noor International Airport (BDJ), Semarang’s Jenderal Ahmad Yani International Airport (SRG), Yogyakarta’s Adisutjipto International Airport (JOG), Solo city’s Adi Soemarmo International Airport (SOC), Lombok’s Praya International Airport (LOP), Ambon’s Pattimura Airport (AMQ) and Kupang’s El Tari International Airport (KOE). Angkasa Pura I also operates 5 subsidiary companies: Angkasa Pura Logistics, Angkasa Pura Supports, Angkasa Pura Property, Angkasa Pura Hotel and Angkasa Pura Retail.

Media contacts

Anita Berthier
Manager, External Relations and Special Events
ACI World
Telephone: +1 514 373 1254

Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1200

Mr. Awaluddin
Senior Manager, Corporate Communications
Angkasa Pura I (Persero) / Angkasa Pura Airports
Telephone: +6221 654 1961 Ext. 2113

Mr. Denoan Rinaldi
Corporate Communications Officer
Angkasa Pura I (Persero) / Angkasa Pura Airports
Telephone: +6221 654 1961 Ext. 2116