The Bali Consumer Protection Bureau (YLPK-Bali) has undertaken a customer service surveys for Bali Ngurah Rai International and the Lombok International Airports.
I Putu Armaya, director of YLPK, told Metrobali.com on June 24, 2014, that the survey was undertaken over 5 days ,June 4-8, 2014. The survey involved around 300 respondents - both domestic and international air passengers.
While many gave “good” ratings to the Bali and Lombok Airports, negative comments focused on the minimum access to public transport at both airports.
Armaya pointed to other major airports in Indonesia where public transport is supplied by Damri Busses. He complained that in Bali the airport authority has failed to establish cooperation with the Provincial Government of Bali and to fully connect the airport with the Trans-Sarbagita Regional Bus Service.
Said Armaya: “We hope that the provincial government will go beyond mere rhetoric and undertake the important steps to improve service at Bali’s Ngurah Rai International Airport and make it the best airport in Indonesia.”
He went on to explain that Ngurah Rai must upgrade its services in order to meet the requirements of the Consumer Protection Laws, underlining that customers are in the end paying for services and not technology or a luxurious infrastructure.
To this end, he insists, Ngurah Rai Airport must open access to third parties to provide public transport now dominated by a monopoly operated by a local cooperative.
Passengers completing the survey at the Lombok airport also bemoaned a similar lack of public transport.
The same survey also revealed many complaints regarding aggressive luggage porters demanding from foreign tourists as much as US$10 per bag (Rp. 120,000) when, in fact the official tariff set by the airport is only Rp. 5,000 per bag.
Armaya said PT Angkasa Pura I, as the airports managers should take strong action again porters victimizing Bali visitors.
The survey at the Bali Airport was conducted in free-flowing dialog that included members of the Airport’s management.
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