Press Releases

Registration opens for second ever ACI Customer Experience Global Summit

Summit will be hosted by PT Angkasa Pura I (Persero) in Bali, Indonesia

Montreal, 15 May 2019 – Airports Council International (ACI) World has today announced that registration has opened for the second ACI Customer Experience Global Summit which will be held in partnership with PT Angkasa Pura I (Persero) in Bali, Indonesia.

The summit – to be held under the theme ‘One airport community; Many passenger journeys’ – will comprise a training day, an international Airport Service Quality (ASQ) Forum, the Customer Excellence Global Summit, and the prestigious annual ASQ Awards ceremony and will be held from 2 to 5 September.

The theme has been devised to allow attendees to explore how airports can best cater for passengers with different profiles, needs, and expectations as demand for air services soars.

“This year’s theme identifies that, while there is one airport community, there are many passenger journeys,” ACI World Director General Angela Gittens said. “The challenge for airports is in delivering the best customer experience throughout a passenger journey that encompasses different providers, from the airport operator, to airlines, ground handlers, retailers, and governmental agencies.

“The ACI Customer Experience Global Summit provides the opportunity for attendees to share ideas, celebrate success and recognize the top performers according to the passengers themselves on this crucial topic.”

Faik Fahmi, President Director PT Angkasa Pura I (Persero) said, “As the first airport operator in Asia Pacific to host this prestigious event, we are proud to welcome ACI delegates in Bali and to join with world airport operators to discuss the latest trends and challenges on customer relations and services in the aviation industry.

“Bali offers a truly memorable experience to many, not only through it’s exotic white sand beaches and magnificent sunsets, but also the are vast selection of activities that you can do, such as surfing, hiking, shopping the Balinese traditional handcrafts, watching the captivating Balinese dances or simply indulging in a yoga retreat. We also encourage visitors to stay longer after the event to better explore other Indonesian exotic destinations in Java Island, Lombok Island, Komodo Island and East Nusa Tenggara.”

ACI’s ASQ programme is the globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport and provides a detailed view of the passenger experience through the complete airport journey. The ASQ Awards celebrate the top airport performers who serve as role models for the industry.

For the first time this year, ACI will be recognizing the first airports to be accredited under the new Airport Customer Experience Accreditation programme which was launched this year at the ACI Asia-Pacific/World Annual General Assembly, Conference and Exhibition held at the AsiaWorld-Expo in Hong Kong.

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.

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. Registration is now open and available through the event website.
  3. The ACI ASQ programme is the world-renowned and globally established global benchmarking programme measuring passengers’ satisfaction whilst they are travelling through an airport.
  4. PT Angkasa Pura I (Persero) is the leading State Owned Airport operator in Indonesia which manages a total of 14 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), Yogyakarta International Airport (YIA), 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 five subsidiary companies: Angkasa Pura Logistics, Angkasa Pura Supports, Angkasa Pura Property, Angkasa Pura Hotel and Angkasa Pura Retail.

Media contacts

Bojana Jeremic
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