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Bali Airport Wins Top Customer Satisfaction Award 

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Bali Airport is the gateway to the Island of the Gods for millions of tourists every year.

I Gusti Ngurah Rai International in Denpasar is one of the busiest airports in Indonesia, and the management teams have long been public about their commitment to improving upon customer experience offered across the terminals.

Bali Sign in. Red Letters At Bali Airport Domestic Terminal.jpg

Hard work by the management teams at I Gusti Ngurah Rai International Airport has been paying off. The airport has received a prestigious award from the Indonesian National Air Carriers Association (INACA). Bali Airport topped the votes for the best airport for customer satisfaction in 2023

Bali Airport came in first place, with Sultan Aji Muhammad Sulaiman Sepinggan Airport in Balikpapan, East Kalimantan, and Syamsudin Noor Airport in Banjarbar in South Kalimantan coming in second and third place.

Operations Manager for PT Persero Angkasa Pura (AP I), which is the state-owned company responsible for Indonesia’s biggest airports, shared his delight that customer satisfaction across airports in Indonesia is increasing year upon year. 

Indah Preastuty shared, “The awards achieved by the three AP I airports are a form of appreciation from stakeholders, in this case INACA, for service standards at the airport.”

He revealed that Bali Airport scored 4.93 out of a possible 5 on the customer satisfaction index (CSI). Preastuty explained, “For AP I, the CSI score is not just a number, but an indicator of customer satisfaction. And it is an important factor for AP I to determine priorities in efforts to improve service standards.” 

Winning the best customer satisfaction award is just another trophy for Bali Airport to add to the cabinet. In August, I Gusti Ngurah Rai International Airport was crowned as a worthy winner at the ASEAN Energy Awards 2023. 

Bali Airport won Best Energy Management in Buildings and Industries. While it may seem an unglamorous award for some it was a big deal for the airport management teams who are working to ensure that Bali Airport aligns with environmental sustainability values. 

2023 has been a big year for Bali Airport, accumulatively there have been a series of small but impactful improvements to the airport for tourists, with more to come in the next few months.

Much to the delight of Bali lovers, it was announced last week that 90 new auto-gates will be installed across the international departures and arrivals halls at Bali Airport.


The installation process is already underway. It has been confirmed that to start with 60 auto gates will be installed in the international arrivals hall and 30 will be installed at departures.

This will speed up immigration processing times, especially during peak passenger traffic.

Airport officials have confirmed that the auto gates will not be replacing staffed immigration counters. Rather they will be an addition to the services offered at the terminals.

Bali Airport is on a mission to increase its capacity as tourism targets set by the central and provincial governments increase every year. 


Bali has already surpassed tourism targets for 2023, and in 2024 it can be safely assumed that tourism targets set by Ministers will be notably bigger than the provincial goal of 4.5 million international arrivals targeted for this year.

As Bali prepares for the festive seasons and the huge influx of tourists the holiday brings, tourists have been asked to be patient as the new auto gates are installed.

Speaking on the 30th of October the Head of Immigration at Ngurah Rai, Suhendra, told reporters, “The work process will take approximately two months for the first stage in 2023.”


He added, “We apologize to passengers for any inconvenience that may arise in the immigration area during “The process of installing the auto gate.” 

The General Manager of Bali Airport, Handy Heryudhitiawan, added: “As a mitigation measure, we have coordinated with Ngurah Rai Immigration to regulate the flow of passenger arrivals and ensure immigration services in the arrival area can be served at regular counters so that airport operations continue to run smoothly.”

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Thursday 9th of November 2023

Well this award does n't say much for all other airports in Indonesia. They must be terrible. .. I been to yogjakarta and Jakarta and feel both them see much more superior

Wisky man

Thursday 9th of November 2023

Indonesian National Air Carriers Association (INACA)

The other airports in this country must be an absolute mess if this one wins first place.


Saturday 11th of November 2023

@Paul Morris, Reason baggage handing is so slow is because of handlers checking each baggage to see what they can steal.

Paul Morris

Friday 10th of November 2023

@Wisky man, totally agree with you it’s a shambles , hopefully when the new turnstiles are in service for immigration services things should improve significantly. The next job should be to fix the baggage handling area waiting 30 to 40 minutes for your luggage is a joke.

Malcolm Warner

Thursday 9th of November 2023

Obviously skewed numbers to make Bali International look good. I use that terminal for departures and arrivals at least 10 times a year. The arrivals as you exit customs is bad enough with all the touts for sim cards and overpriced transport etc. Once you exit and head for the car park, you are pounced on by tens of illegal transport touts offering crazy prices. It's stressful enough and this is the FIRST time travellers experience/impression of Bali!! . It's always been the same, because Airport Management simply don't care.


Friday 10th of November 2023

@wp “Indonesian National Air Carriers Association”

A self-invented award for customer satisfaction I can't believe it, self glorification.

Doesn't mean anything internationally.

Malcolm Warner is right, his comment is correct.

A mess of trickery and deceit.