PT Angkasa Pura II (Persero)
Airport Digital Journey Experience
The aviation industry that keeps growing each year and the number of passengers that continue to rise, cause each airport in Indonesia have to give their effort to satisfy their customer. PT Angkasa Pura II (Persero) is a state-owned enterprise that responsible to manage 15 airports in Indonesia. Every year, we are required to improve the level of service of our airports through innovation, either through business process improvement or new product development.
As the company’s vision of “the best smart connected airport in the region” PT Angkasa Pura II (Persero) continues to improve the level of service, which PT Angkasa Pura II (Persero) has identified Customer Experience at Pre-Journey, Airport Journey, and Post Journey stages. Every stage has identified pains and needs. The gap between them is encourage PT Angkasa Pura II (Persero) to improve the level of service, one of the innovations that have a direct impact on customer experience.
One of the biggest concern in creating innovation is the direct impact on its customer. Nowadays, every company is using technologies like social media, mobile, analytics, and embedded devices to change their customer engagement, internal operations, and even their business models. PT Angkasa Pura II (Persero) has developed digital-based application services to ease their customer in accessing airport facilities because many customers are becoming more technology savvy than before. The digital-based application is built by using user-friendly features so everyone can utilize this application.
Digital-based application service is the solution to minimize customer dissatisfaction about the airport facilities. A business cannot survive without conducting ongoing efforts to understand their customer needs. It takes a long time to ascertain customer’s emotional and material needs, for a company discovers if a product or service is having a positive effect and create customer loyalty. Therefore, digital-based application service will be used not only to provide information to the customer but also to capture customer feedback.
The application called Indonesia Airport Apps or IA Apps. Indonesia Airport Apps presented to make passengers experience smoother, more convenient at every step.
This application was designed to help the traveler to utilize time in PT Angkasa Pura II (Persero)’s airports. Indonesia Airport Apps satisfy the needs of the wider community of applications on smartphones that now have become a part of everyday lifestyle. Starting from an Android-based smartphone, now this application can be downloaded on IOS-based smartphones with a total of 9.006 users of IOS users and 21.639 for Android users.
In the first stage of Pre-Journey, it requires only one application from the moment customers woke up until they had arrived onboarding gate. Passengers can arrange a plan before heading to the airport by using flight and information system which are available in this application. The flight and information system provide information about flight schedule, gate, terminal and also remarks.
The most common problems that happen in Indonesia’s airports are the availability of transportation modes to/from the airport, especially during peak hours. The long queueing line for a taxi is frequently seen in Soekarno-Hatta International Airport. The advantages of this application are giving passengers a device for booking an online taxi in advance after they are arriving at the airport. PT Angkasa Pura II (Persero) offers some alternative transportation besides a taxi as PT Angkasa Pura II have Airport Train, Skytrain, free Shuttle Bus or car. The Airport Train allows passengers to travel more conveniently and efficiently from the capital city to destined airport terminals and the other way around. In the Airport Journey stage, to ease passengers connects all terminals in the airport, Skytrain facilitates an easier access from one terminal to other terminals.
Passengers like to keep hurried when they are at the airport. Every second that have been passed, from they have arrived at the airport until they passed the boarding gate is calculated. Including the time when they are queuing at the check-in area, which can further lengthen the check-in process. To manage this case, PT Angkasa Pura II (Persero) provides Self Check-in kiosk where passengers can directly issue e-boarding pass. Passengers who bring luggage do not need to queue to weigh their luggage because there is baggage scale on some point of Self Check-in Kiosk. Baggage scale is combined with self-baggage drop service on the curbside of the terminal.
To provide a clearer guide to the airports facilities, this digital-based application is also equipped with guidance menu. It directs passengers to a comfortable lounge, nursery room, kids zone, free wi-fi, toilet and convenient praying room. The lounge in our airports provide sleep-friendly furniture so the passengers feel comfortable while waiting for their flight. PT Angkasa Pura II (Persero) also provides some functional places such as coworking space and reading corner.
All data that have been captured are being used as a part of big data analysis. Passengers will be treated as special person. Push announcement for flight information, maps for surrounding and nearby facility will be personalized for each person.