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Indonesian Airport Introduces Video Contact Center

October 12, 2017

Soekarno-Hatta Airport in Indonesia, has implemented a video contact center. The system enables travelers to chat face-to-face with customer service personnel when airport information is needed. It was set up by state-owned airport operator PT Angkasa Pura 2 (AP 2).


Installed in Terminal 3, passengers can seek out information regarding flights and tenants from any of the 12 airports managed and operated by AP 2. But, the information is not limited to departures, arrivals, and lost travelers.

“For example, transiting passengers can ask about their favorite foods available at the airport. Those who wish to pick up their colleagues can also ask our officers about the arrival of the plane,” according to senior general airport manager, M Suriawan Wakan.

The popularity and efficiency of the video contact system led to the airport installing similar systems in two other terminals at the airport.

To keep the system working and flowing properly, all calls will be recorded and saved for training purposes. However, it has not been said as to how long the calls will be retained. That could cause an issue for travelers who may question if the policy is compromising security and privacy.

The new addition of the video contact center comes just a few weeks after the airport introduced a Skytrain to accommodate an increase in international visitors. It’s all part of a broad initiative to build out a bigger and more technologically advanced transportation infrastructure.

At the end of August, Delta was the first US airline to offer a video contact center, at Ronald Reagan Washington National Airport. The goal was to ease the stress of agents during busy times and bad weather. It started with just five kiosks as a tester, one of which is handicap-accessible.

Would you use a video contact center?




Edited by Erik Linask

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