ACI customer-experience awards honour Bali and Jakarta airports
Bali’s I Gusti Ngurah Rai Airport and Jakarta’s Soekarno-Hatta International Airport have received top Asia-Pacific honours in ACI’s 2025 Airport Service Quality Customer Experience Awards, highlighting Indonesia’s push to upgrade…
Editor: Mursyid Sonsang
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Denpasar — I Gusti Ngurah Rai International Airport in Bali and Soekarno-Hatta International Airport near Jakarta have received top regional honours in the Airports Council International (ACI) Airport Service Quality (ASQ) Customer Experience Awards 2025, underscoring Indonesia’s push to upgrade passenger services at its busiest gateways.
According to ACI’s ASQ Customer Experience Awards listing and statements from airport operator PT Angkasa Pura Indonesia, which trades as InJourney Airports, Bali’s I Gusti Ngurah Rai Airport was named Best Airport of 15 to 25 Million Passengers in Asia-Pacific. The category groups airports by annual passenger volume and assesses their customer experience rather than operational performance alone.
Soekarno-Hatta International Airport in Tangerang received two distinctions in the same programme: Best Airport at Departures: Over 40 Million Passengers in Asia-Pacific and Cleanest Airport in Asia-Pacific, according to InJourney Airports’ public communications and Indonesian media reports. The awards place the country’s main international hub among the top-rated departure terminals and highlight cleanliness as a core component of passenger satisfaction.
InJourney Airports’ wider recognition
InJourney Airports said that 10 airports under its management collectively earned a total of 32 international awards in the ACI ASQ Customer Experience Awards 2025, reflecting performance across multiple categories and passenger-volume bands. The operator manages major Indonesian airports including Soekarno-Hatta, I Gusti Ngurah Rai, Yogyakarta International, Juanda in Surabaya, Sultan Hasanuddin in Makassar, Supadio in Pontianak, Pattimura in Ambon, Sultan Mahmud Badaruddin II in Palembang, SAMS Sepinggan in Balikpapan and Ahmad Yani in Semarang.
InJourney Airports President Director Mohammad R. Pahlevi has described the ASQ awards haul as a milestone in the company’s transformation programme, which was launched in September 2024 to reposition Indonesian airports as the “face and pride of the nation”. The programme is structured around premises, process and people, with technology positioned as an enabler for more efficient and passenger-focused services.
What the ASQ awards measure
The ASQ Customer Experience Awards are based on ACI’s Airport Service Quality survey, which collects feedback directly from passengers while they are at the airport. The programme measures satisfaction across the travel journey, covering areas such as terminal facilities, cleanliness, wayfinding, security screening and overall service interactions.
The recognition for I Gusti Ngurah Rai therefore reflects the airport’s performance in delivering a positive customer experience at a medium-to-large hub, rather than a ranking of runway capacity or air-traffic operations. Similarly, Soekarno-Hatta’s awards for departures and cleanliness point to the quality of the passenger environment in its terminals, with the cleanliness award highlighting a specific service outcome within the broader ASQ evaluation.
Other Indonesian airports honoured
InJourney Airports reports that several other Indonesian airports under its management also received ASQ-related honours in the 2025 cycle, including Yogyakarta International Airport, Supadio Airport in Pontianak, Pattimura Airport in Ambon and Sultan Hasanuddin Airport in Makassar. Supadio, for example, has been cited for both its overall service quality and the ease of the passenger journey, contributing to the operator’s total award count.
ACI, a global association representing more than 2,200 airports worldwide, positions the ASQ Customer Experience Awards as a benchmark for airport service performance and a tool for operators to monitor and improve standards over time. For Indonesia, the latest results add international validation to ongoing efforts to modernise and standardise service levels across its key tourist and transit hubs.
Sources
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