InJourney Airports Uses AI to Strengthen Employees’ English Skills in Partnership with ELSA Business

At nine Indonesian airports, customer service employees will receive mandatory English training through an artificial intelligence platform designed to fit around their shifts.

PT Angkasa Pura Indonesia, known as InJourney Airports, is working with ELSA Business on the Multilanguage with AI-Powered Coaching program. It targets Customer Handling Officers, who interact directly with passengers, and focuses on situations such as providing information to international travelers, handling complaints and recovering service after problems.

The training uses AI speech analysis, scenario-based role play and lessons tailored to each participant’s ability and professional role. Employees in other business functions will also receive Professional Business Communication materials for workplace needs.

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Service transformation is not determined only by infrastructure and technology, but also by the quality of interaction each employee provides to customers. This collaboration directly supports business transformation and the improvement of international-standard services, which is InJourney Airports’ strategic mission.

Participants can access the program on smartphones during flexible periods, including shift changes, commutes and free time, without disrupting airport operations. An analytics dashboard allows the company to track skills development, participation and progress over time. Human resources and management teams can use the data to assess the program and identify areas requiring further improvement.

Hary Budi Waluyo, InJourney Airports’ head of learning and development, said service transformation depended on more than infrastructure and technology. “Transformasi layanan tidak hanya ditentukan oleh infrastruktur dan teknologi, tetapi juga kualitas interaksi yang diberikan setiap karyawan kepada pelanggan. Kolaborasi ini secara langsung mendukung transformasi bisnis dan peningkatan kualitas layanan berstandar internasional yang menjadi misi strategis InJourney Airports,” kata Hary. In English: “Service transformation is not determined only by infrastructure and technology, but also by the quality of interaction each employee provides to customers. This collaboration directly supports business transformation and the improvement of international-standard services, which is InJourney Airports’ strategic mission.”

Will Polese, ELSA Business’s vice president, said communication skills shaped customer experience and corporate reputation in aviation. “In the aviation industry, every interaction contributes to the customer experience and the company’s reputation. Therefore, English proficiency is no longer merely an individual skill, but a strategic investment to improve the quality of InJourney Airports’ services in the eyes of the world.”

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In the aviation industry, every interaction contributes to the customer experience and the company’s reputation. Therefore, English proficiency is no longer merely an individual skill, but a strategic investment to improve the quality of InJourney Airports’ services in the eyes of the world.