BeritaBali reports that Bali Governor Wayan Koster again presided over a coordination meeting on Saturday, 15 August 2026, to improve service quality at I Gusti Ngurah Rai International Airport. The meeting was part of an ongoing evaluation to ensure that services at Bali’s main gateway are faster, more comfortable, and world-class.
The meeting was attended by all agencies responsible for service delivery at I Gusti Ngurah Rai International Airport, including the General Manager of Angkasa Pura, the Head of Immigration, the Head of the Airport Authority, the Head of Customs, and other relevant stakeholders.
This meeting was convened as a follow-up to the coordination meetings held on 23 August 2025 and 28 December 2025. The evaluation covered various aspects of service in the International Arrival Terminal, ranging from ground handling, immigration, and baggage handling (conveyor belts) to Customs, communication systems, security, electrical systems, restrooms, cleanliness, waiting-area facilities, and interior aesthetics.
The first coordination meeting was held on 23 August 2025. It was convened after Governor Koster received reports from passengers about excessive baggage-waiting times—exceeding one hour—as well as issues with immigration queues and Customs inspection processes.
During the evaluation, Koster issued several directives to improve service quality. He mandated reducing baggage waiting times from approximately 1.5 hours to 30–45 minutes. Additionally, he called for accelerating immigration queues and Customs inspection processes.
Governor Koster also instructed Ngurah Rai Airport Management to replace aging baggage conveyor belts and outdated restrooms, provide seating for passengers waiting for luggage, update furniture in the Customs area, provide communication facilities, and improve cleanliness and lighting.
All service-providing agencies were then tasked with formulating models and measures to improve service systems, to be reported at the next coordination meeting.
At the second coordination meeting held on 28 December 2025, all agencies reported to the Governor of Bali on the progress of service system improvements. Koster approved the improvement proposals submitted by each agency and directed that implementation be carried out consistently, with each party bearing responsibility for its execution.
The latest evaluation results from the third coordination meeting on 15 August 2026 have demonstrated significant improvements. Baggage waiting times for medium and small aircraft now range from 13 to 30 minutes.
Meanwhile, for large aircraft carrying more passengers, baggage waiting times range from 18 to 40 minutes. This situation represents an improvement that addresses earlier complaints.
Immigration services have also become faster through the use of automated gates (Auto Gates) and electronic passports. However, as citizens of certain countries—such as India—still use standard passports, processing times may vary from flight to flight.
Additionally, the facilities at Ngurah Rai Airport were reported to be clean. Plans are in place to replace aging restrooms, procure new furniture, add service staff, and implement various other facility upgrades.
Governor Koster commended the efforts of all agencies to enhance passenger service quality. He urged that the current high standard of service be maintained while areas still deemed to be lacking be promptly addressed.
Koster emphasized that I Gusti Ngurah Rai International Airport, Bali’s primary gateway, is key to providing quality services to both international and domestic tourists.
”Service must be high-quality and competitive, given that Bali is a premier global tourist destination and serves as Indonesia’s primary showcase to the world,” said Koster in a written statement. According to Koster, this strategic position requires I Gusti Ngurah Rai International Airport to implement world-class service standards. The quality of service at the airport directly impacts the image of Bali and Indonesia in the eyes of the world.
Ngurah Rai Serves Millions of Tourists
The significant role played by Ngurah Rai Airport is evident from the number of tourists it served in 2025. In that year, I Gusti Ngurah Rai International Airport handled the arrival of 7.05 million international tourists.
This figure represents approximately 45.8 percent of the total 15.39 million domestic and international tourists visiting Indonesia. In 2025, Ngurah Rai Airport welcomed some 9 million domestic tourists during the same year.
Bali’s tourism sector not only contributes significantly to regional economic growth but also plays a vital role in national economic growth and foreign exchange earnings from Indonesia’s tourism industry.
Therefore, Koster—acting as the central government’s representative in the region—has affirmed that he will continue to hold regular coordination meetings to both enhance and maintain the quality of services at I Gusti Ngurah Rai International Airport.
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