Press Releases

Airport leaders come together for ACI Customer Experience Global Summit

Annual summit kicks off in Bali, Indonesia

Bali, 3 September 2019 – Airports Council International (ACI) World has today kicked-off the second annual ACI Customer Experience Global Summit with the aim of sharing industry best practice and emerging trends in the airport customer experience.

Welcoming delegates to the Summit, ACI World Director General Angela Gittens thanked the event’s host, airport operator PT Angkasa Pura I (Persero), and underlined the benefits of gathering in the Asia-Pacific region.

“I’d like to thank Faik Fahmi, President Director of PT Angkasa Pura I (Persero), for so generously and ably hosting this important event,” she said.

“You have provided us with a stellar experience, emblematic of your airports’ customer service standards. We are fortunate to gather in Indonesia and in the Asia-Pacific region, home to some of the world’s most dynamic cities, fastest-growing economies and airports. The region is also home to the second largest Airport Service Quality (ASQ) airport membership, testifying to the commitment of airports in the region to customer experience excellence.”

PT Angkasa Pura I (Persero) President Director Faik Fahmi commented, “We are extremely delighted to welcome the second annual ACI Customer Experience Global Summit 2019 delegates in Bali, the Island of Paradise. We are truly proud to be appointed as the first airport operator in Asia Pacific to host this prestigious event, and especially knowing that this opportunity has allowed us to share our expertise in managing customer experience at 14 Indonesian airports within our network.

“We hope that all delegates enjoy their stay in Bali and may this two-day summit provide each of us with real benefits, one of which establishing stronger collaboration among world airport operators in order to deliver the best customer experience to global air transport customers.”

Angela Gittens elaborated on the event’s theme: “One airport community; Many passenger journeys,” provided an overview of the programme, and highlighted the global nature of the Summit.

“In an increasingly dynamic and competitive environment, airports are tasked with meeting and exceeding ever-evolving customer expectations through different providers under one airport community. At the same time, airports cater to diverse passengers with different profiles, trip purposes and expectations.

“This year’s theme recognizes these factors and we are fortunate to have with us a wide range of speakers, from around the world, to share valuable insights on best practices and emerging trends in the customer experience. The programme showcases how the annual ACI Customer Experience Summit is a global event and how airports in every region of the world share a common value: putting the passenger first.”

Angela Gittens also featured the newly released ACI Customer Experience Accreditation programme, which helps airports assess and improve their approach to customer experience management and identify new practices that can be developed in the short- and long-term, in order to progress through the levels of accreditation.

“We will have an entire session dedicated to the programme and we’ll hear from participating airports’ experiences in the trial and their lessons learned. What’s more, we’ll celebrate the first class of accredited airports tonight at the Gala Dinner at the inaugural Customer Experience Accreditation Ceremony.”

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. 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 5 subsidiary companies: Angkasa Pura Logistics, Angkasa Pura Supports, Angkasa Pura Property, Angkasa Pura Hotel and Angkasa Pura Retail. The airport network company served more than 96 million passengers in 2018.
  3. More information on the second annual ACI Customer Experience Global Summit.
  4. More information on the ACI’s Airport Service Quality programme.
  5. More information on ACI’s Airport Customer Experience Accreditation programme.

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