Analisis Pelayanan Bagasi Petugas Lost and Found PT Jasa Angkasa Semesta di Yogyakarta Internasional Airport

Rida Sukma Andaruni; Anita Nur Masyi’ah

doi:10.59603/masman.v3i2.839

Authors

Rida Sukma Andaruni Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
Anita Nur Masyi’ah Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.59603/masman.v3i2.839

Keywords:

Officer Service, Handling Luggage, Lost, Found

Abstract

At Yogyakarta International Airport there is one unit, namely the Lost And Found unit where in this unit there are problems handled by Lost And Found officers, namely complaints about lost baggage at the previous station during Malaysia Airline flights when they arrive at the destination airport to pick up their baggage. This study aims to determine how Lost And Found officers deal with lost baggage, find out the obstacles faced by Lost And Found officers in dealing with lost baggage, and to find out the efforts made by officers to handle complaints from passengers. This study uses a qualitative method, where this study is descriptive and uses analysis by paying attention to inductive analysis. This study was conducted for four months from January to April 2025 at the Lost And Found Unit of PT Jasa Angkasa Semesta Maskapai Malaysia Airline at Yogyakarta International Airport. The data used in this study were in the form of interviews, observations, and documentation which were then supported by valid evidence, so that later they could be declared credible. The results of this study are the services of Lost And Found officers in handling lost baggage by officers making PIRs for passengers who lose their baggage, if the baggage is not found within 14 days, the officer can provide compensation in accordance with applicable regulations. The obstacles faced by Lost And Found officers in dealing with lost baggage are the limitations of human resources and language faced by officers. Efforts made by officers in handling complaints from passengers are that Lost And Found officers provide clear and precise information to passengers regarding the steps in handling baggage.

References

Albana, F., & Firdausy, D. M. (2022). Pengaruh kinerja penanganan dan kualitas pelayanan bagasi terhadap kepuasan penumpang di maskapai Citilink rute Malang–Jakarta. Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis, 2(3), 310–319.

Anisa, A. (2020). Peran unit lost and found dalam mengangani bagasi penumpang maskapai Silk Air oleh PT Jasa Angkasa Semesta di Bandar Udara Internasional Adi Sutjipto Yogyakarta [Tugas akhir, Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta].

Apriana, Z. (2019). Peran petugas passasi dalam penanganan bagasi hilang atau rusak pada maskapai Garuda Indonesia Bandar Udara Internasional Lombok [Tugas akhir, Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta].

Arniawati, A. (2021). Implementasi penanganan bagasi lost and found pada maskapai Batik Air di Bandar Udara I Gusti Ngurah Rai Bali pada tahun 2020 [Skripsi, Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta].

Moleong, L. J. (2016). Metodologi penelitian kualitatif. PT Remaja Rosdakarya.

Oktyaninoor, S. (2021). Analisis penanganan bagasi terhadap kepuasan penumpang maskapai Garuda Indonesia PT Gapura Angkasa di Yogyakarta International Airport [Disertasi, Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta].

PT Jasa Angkasa Semesta. (n.d.). Profile PT Jasa Angkasa Semesta. https://www.ptjas.co.id/ (Diakses 12 Desember 2024)

Putra, W. A. (2022). Analisis penanganan unit lost and found dalam kasus damage baggage pada saat tiba di arrival station Bandar Udara Tjilik Riwut Palangkaraya periode Agustus–Oktober 2021. Jurnal Kewarganegaraan, 6(2), 2487–2497.

Putri, E. N. (2020). Perbandingan jumlah penerbangan sebelum COVID-19 pada maskapai Malaysia Airlines [Tugas akhir, Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta].

Sugiyono. (2017). Metode penelitian kuantitatif, kualitatif, dan R&D. CV Alfabeta.

Sukadana, I., Erawati, N. M. R., & Ginaya, G. (2023). Penanganan bagasi penumpang Scoot Airlines di unit lost and found pada PT Gapura Angkasa Bandar Udara I Gusti Ngurah Rai [Disertasi, Politeknik Negeri Bali].

Sulaeman, U., & Choiri, M. M. (2019). Metode penelitian kualitatif di bidang pendidikan. Nata Karya.

Susilowati, T., & Saputra, A. P. (2021). Peranan unit lost and found dalam penanganan bagasi yang bermasalah pada maskapai Citilink Indonesia di Bandara Halim Perdanakusuma. Jurnal Mitra Manajemen, 12(1), 39–44.

Tjiptono, F. (2015). Strategi pemasaran (Edisi ke-4). Andi Offset.

Undang-Undang Republik Indonesia Nomor 1 Tahun 2009 tentang Penerbangan. Lembaran Negara Republik Indonesia Nomor 1, Tambahan Lembaran Negara Republik Indonesia Nomor 4956.

Wekke, I. S., et al. (2019). Metode penelitian sosial. Gawe Buku.

Widoyoko, E. P. (2016). Teknik penyusunan instrumen penelitian. Pustaka Pelajar.

Zuhri, A. M. (2018). Upaya ustadz untuk meningkatkan kedisiplinan santri dalam aktivitas keagamaan di Pondok Pesantren Miftahul Ulum Bandung Tulungagung.