Indonesia is now Southeast Asia’s largest aviation market, with 10 million seats available every month. And the country is only set to rise on the global air travel rankings, as high rates of tourism and domestic economic growth push demand for air travel.

Amid these changes, ground handlers Gapura Angkasa play a critical role in delivering an efficient service. CEO Ichwan Agus says customer expectations have evolved as technology becomes more prevalent in other areas of the world:

Passengers have new benchmarks. When they fly to other places, they see technology that works very well to improve their experience and provides real-time information.

Airlines, Gapura Angkasa’s direct customers, also have higher expectations of ground handling, seeking operational data that can improve their performance. Agus is currently overseeing the first phase of tech deployment that will see Gapura Angkasa add real-time sensors and the foundations for full-scale operational AI.

Using data to understand labour fluctuations for optimum allocation will also be key going ahead. While Indonesia might not face the same workforce challenges that have impeded growth in other economies, understanding patterns within their workforce will help Gapura Angkasa deliver higher standards of service. Additionally, Agus notes the importance of data sharing and collaboration to achieve these results. Partners across Indonesia hold regular meetings to analyse data and discuss effective resource allocation to ensure the burgeoning industry can provide more seamless, modernised journeys.

We cannot work alone, because we are not really isolated. We need the three of us, ground handling, airlines, and terminal operators, to give a better experience to the passengers.

🎥 Watch the video to get the full interview with Ichwan Agus.

Questions asked include:

  • How have ground ops in Indonesia changed as the local aviation industry has grown? 
  • What impact is AI having on your operations? Do you have any successful use cases to share?
  • How are you finding workforce management at the moment? How can technology help cover gaps in staffing? 
  • How do you collaborate effectively with airports and airlines to deliver the best airport service possible?

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