Terminal impressions

One of the most consistent and persistent complaints, whether through letters to the editor or news stories, in this and other newspapers has been the quality of service at Indonesia's main port of entry -- Sukarno-Hatta International Airport. Add to this the many unsavory accounts relayed during private conversations with both foreigners and locals alike.

Whether it be the behavior of grim-faced immigration officials taking advantage of obscure regulations to extract U.S. dollar bribes, or unscrupulous taxi drivers who exploit weary travelers, for many people their first and last experience of Indonesia is one of rampant extortion. Accounts of officials making things more "difficult" for travelers rather than expediting their passage, and taxi passengers being charged ridiculous fares under the threat of being dumped in the middle of the road, are all too familiar.

It is ironic that as Indonesia seeks to boost tourism and present itself as a country of a thousand smiles, snickering officials perpetuate the existence of an airport mafia that preys on weary and unsuspecting travelers. How many times have we heard about -- if not personally experienced -- the difficulty of getting a simple, trustworthy taxi at the airport. Without personal transportation, most people are forced to fork out extra money for a limousine-style cab in order to avoid the dangers of using the licensed taxis, whose dubious reputations are legendary. Oddly, those taxi companies that do have good records are prevented from picking up passengers at the airport as they are refused operating licenses. In fact, if these reputable taxis are caught picking up fares, they will often be chased by security guards and their passengers forced to disembark.

This scandalous racket has been going on for far too long. The first or last impression one makes is usually the most lasting. If the airport management were to allow such practices to continue unabated, this would make them little more than accessories to criminal extortion.

We are therefore encouraged by the news that changes are being ushered in by PT Angkasa Pura II, the new administrator of the airport. Albeit only setting out, the company has pledged to review its airport taxi license concessions so as to allow more responsible taxi companies to operate at the airport.

Under the new system envisaged by the company's managers, passengers will have the choice of selecting the taxi company they prefer. Under the old system, passengers were "forced" to take whichever taxi was next in line. With power in the hands of the consumers, the new system will compel taxi companies to ensure better quality control or risk being shunned by potential fares.

Consumers will also be encouraged to hear that about 70 taxis from a certain notorious taxi company licensed to operate at the airport will have their licenses revoked next month.

These changes will begin to be introduced next month. If successful, we would urge the government to introduce similar service improvements in all major ports of entry across the country. One can only imagine the damage to our reputation that results from foreigners' first impressions of the country as being one of blatant cheating.

The improvements being made should include expediting immigration procedures. Frequently, arriving passengers have to stand in seemingly endless immigration lines simply because there are only one or two immigration booths actually manned.

The administrators should also rid the terminal of the many con artists hovering around. Presumably because people usually carry more cash in hand when about to travel, the airport attracts a variety of opportunists touting everything from fake watches to budget accommodation.

These problems should not, in reality, be difficult to resolve. It is a case of simple, good and honest management on the part of the airport administrators. Therefore, we can see no good reason why these sort of improvements should not be speedily introduced.

Now, if we could only get those brown-uniformed immigration officials to smile once in a while!