Passenger Services

Passenger Services

Airport Helper

Aiport Helper as the frontline of customer service at the airport, was formed on September 1, 2017. Airport Helper comes as a manifestation of PT Angkasa Pura II (AP II) efforts through PT Angkasa Pura Solusi (APS) to improve service in handling baggage.

Unlike the porter, Airport Helper personnel have the main task of helping airplane passengers carry their luggage for free. In addition, Airport Helper also acts as an information officer who is always ready to help passengers to get information about flights and the airport area in general. Furthermore, Airport Helper is not allowed to accept tips in any form from any one.

Products and Services

  • Service time: according to airport operating hours
  • Management Location: Soekarno-Hatta International Airport (Cengkareng) and Husein Sastranegara International Airport (Bandung)


Service Description

In carrying out its duties, the Airport Helper prioritizes service with the 5S concept (Smile, Greetings, Welcomes, Polite, and Courteous) no excuse nor indiscriminate. Airport Helper services can be enjoyed by every passenger in need, especially for those who are priority services, such as the elderly, pregnant women, mothers carrying children, and people with disabilities.

To maintain and improve service quality, the effort is always intensified through the implementation of training for Airport Helper personnel. The Airport Helper should pass first, Induction Training, which is a training on the introduction of company profiles (APS). Second term is Service Training, which focuses on service procedures and it is usually held once a month by AP II. Third term is On-Site Training, regular training after working hours by supervisors regarding work SOPs and specific service concepts.

In addition to training, APS also made a number of other efforts to change the mindset of the Airport Helper to focus on providing the best service for passengers. Starting from conducting Briefings (yells, pledges, and giving material), Touch Management, Counseling, & Punishment (personal approach to troubled personnel), Team Work, and Award or Service Championship (given to outstanding personnel).

Airport Helper performance is monitored using the OTHON application (Operation Terminal Helper On Network). The OTHON application which can only be used by this Supervisor applies a rating system with the rate / star in accordance with the quality of performance of each person.

Until now, APS has managed 1,018 personnel, with details of 989 personnel at Soekarno-Hatta International Airport and 29 personnel at Husesin Sastranegara International Airport.

Development plan

- Expand the coverage of the Airport Helper business area to other airports that currently still use porter services, such as Kualanamu International Airport (Deli Serdang) and Supadio International Airport (Pontianak).

- Applying the Airport Helper concept at the Railway Station and other public spaces, such as malls and supermarkets.

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