FnB Outlet and Airline Collaboration at Airport Adds Value for Passengers

The PASplus programme presented by Pelita Air not only provides benefits for passengers but also has a positive impact on the business partners involved in the programme. One such beneficiary is Eksposed Cafe, a food and beverage tenant operating at Sultan Hasanuddin International Airport in Makassar. Riska Namirah, owner and CEO of PT Arumahira Kuliner Indonesia, revealed that the customer response to the PASplus programme has been very good so far. According to her, the programme provides added value for Pelita Air passengers even before they travel. “Our customer response regarding the PASplus promo has been very positive so far. Pelita Air passengers can immediately feel the benefits even after check-in and before flying, with the discount given simply by showing their boarding pass at our outlet at Sultan Hasanuddin Airport,” said Riska. She explained that customers who are aware of and have experienced the programme’s benefits tend to return to utilise the promo when travelling with Pelita Air. “For customers who already know about this promo information and have experienced the benefits directly on previous trips, when they travel with Pelita Air, they will definitely make time to visit our outlet to enjoy the promo facilities,” she said. The presence of PASplus is also considered to have helped bring in new customers for the business she founded. Although the numbers are not yet dominant, some of these new customers have now become regulars. “Yes, there are several new visitors who have become our repeat guests,” she revealed. According to Riska, information about the PASplus promo is received by customers through various channels, ranging from pre-journey communications such as E-Boarding Pass and WhatsApp to Pelita Air’s digital channels, like social media and the website. Going forward, she hopes the promotion of this programme will become more massive so that its benefits can be felt by more passengers. “My hope for Pelita Air is that in the future it becomes a leading airline in Indonesia with excellent service. I also very much hope that Pelita Air will have more routes through Makassar. Regarding the PASplus programme cooperation, perhaps information to customers about the programme or promo could be further enhanced so that enthusiasm and the number of customers can increase,” she said. Eksposed Cafe began its journey in October 2020 as a supporting facility for the company’s homestay. Thanks to customer enthusiasm, the business grew from its first outlet on Jalan Singa, Makassar, to opening Eksposed Signature in the Center Point of Indonesia area and an outlet at Sultan Hasanuddin Airport. Operating at the airport presents its own challenges, from reduced flight numbers to increasingly tight competition. For Riska, success in the F&B business depends not only on the quality of food and drinks but also on the experience felt by customers. “The biggest lesson during managing Eksposed is that I realised this business is not just about delicious food and drinks. What determines whether a business survives or not is actually consistency, service, team quality, and the ability to continuously adapt to trends that tend to change,” she said.