Governor Koster evaluates Ngurah Rai Airport service improvements

Denpasar (National Archipelagic Wire) - Bali Governor Wayan Koster chaired the Coordination Meeting for Improving the Quality of Services at I Gusti Ngurah Rai International Airport to evaluate the effectiveness of improving public facilities and the flow of passenger arrivals.

"The coordination meeting was attended by all service providing agencies at I Gusti Ngurah Rai Airport. This coordination meeting is a continuation of the previous coordination meeting which was held on August 23 and December 28 2025," said Koster in a statement in Denpasar, Saturday.

The governor explained that this series of evaluations began with the many direct reports and complaints from passengers in mid-2025.

At that time, passengers complained about baggage waiting times that took more than an hour, snaking immigration queues, and slow customs inspection processes.

Following up on this problem, the Bali Provincial Government immediately instructed a complete overhaul of the service system.

These directions include cutting baggage waiting times to 30-45 minutes, speeding up immigration and customs routes, as well as rejuvenating basic infrastructure such as replacing old conveyor belts.

Apart from that, Governor Koster asked airport managers to replace outdated toilet facilities, provide chairs for passengers waiting for baggage, update furniture in the customs hall, and optimize communication systems, cleanliness and lighting quality.

He, as the representative of the central government in the regions, assigned all service delivery agencies to create models and steps that must be implemented to improve all service systems and this can be reported at the next coordination meeting.

In a follow-up coordination meeting at the end of December 2025, all relevant agencies have reported concrete steps to improve the system being designed.

At that time, Koster immediately agreed to the proposal with a note that it should be implemented consistently and responsibly.