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This study aims to analyze passengers' understanding of prohibited items at Terminal 2 of Juanda International Airport and evaluate the effectiveness of information delivery strategies implemented to support aviation safety and security. The research uses a descriptive qualitative method with data collection techniques such as observation, interviews, and documentation. The findings show that most passengers, particularly elderly individuals, still do not have a clear understanding of the difference between items allowed in the cabin and those that must be placed in checked baggage. Information regarding prohibited items is only discovered when passengers reach the security check area (PSCP), which is considered too late, causing panic and discomfort among passengers. The main factor contributing to the low level of understanding is the unstrategic delivery of information and the lack of engaging communication media. Although information about prohibited items is available through posters and announcements, these methods do not effectively attract passengers' attention. Passengers often overlook the information placed in less visible or strategic locations. This indicates that the current information media have not been effective in providing significant impact on passengers' understanding. This study recommends several steps to improve passenger understanding. The placement of more effective information media, such as eye-catching educational banners and 3D video displays at the departure entrance area, is expected to attract more attention from passengers. Additionally, the use of digital platforms, such as airport apps or social media, could be an effective way to deliver information to passengers before they arrive at the airport. With these strategies, passengers can better prepare and avoid potential mistakes during security checks, thus supporting the smoothness and safety of their flights.  

This study aims to improve the performance of roadside supervision services for Baggage Towing Tractor (BTT) movements at Kualanamu International Airport, Deli Serdang. The research background is based on the high level of operational risk on the airside, which requires strict supervision of Ground Support Equipment (GSE) vehicles. The method used is descriptive qualitative with data collection techniques in the form of direct observation, semi-structured interviews, and field documentation. The results of the study indicate that violations of Standard Operating Procedures (SOP) such as excessive speeding, inappropriate lane use, and compliance with procedures are still common. The main causes include lack of training, weak monitoring systems, and low awareness of safety culture. From the results of the observation, it was found that supervision is still manual and not optimally supported by monitoring technology such as CCTV with a real-time integration system. In addition, the number of supervisory personnel is also not able to cover the entire service area of the road which is quite extensive, especially during peak operating hours. The lack of a firm reward and punishment system also contributes to the low discipline of BTT drivers. Interviews with several BTT operators showed that they have not received regular safety training, and most do not understand the importance of complying with established signs or markings. Therefore, it is recommended that airport authorities implement a monitoring system through the use of sensor-based technology and GPS tracking, as well as increase the intensity of occupational safety training. Furthermore, a dedicated unit should be established to continuously monitor GSE movements and integrate a digital reporting system to ensure prompt action on violations. Improving safety culture can also be achieved through internal campaigns and ongoing outreach.

Baggage handling is a crucial aspect of airline operations, including the lost and found unit, which handles lost, damaged, exchanged, and found baggage issues. At Juanda International Airport in Surabaya, these issues remain common. This study aims to analyze the performance of Citilink's lost and found officers in handling various baggage issues and evaluate the unit's productivity, efficiency, and effectiveness. The method used was descriptive qualitative research with a case study approach, collecting data through observation, semi-structured interviews with officers, and documenting operational procedures and baggage handling reports. The results indicate that lost and found officers play a crucial role in post-flight service, from receiving reports to providing compensation. Although procedures are carried out according to SOPs, obstacles such as a lack of manpower and a manual reporting system slow down the process. Officer performance is quite good, but efficiency improvements and the use of technology are needed, such as further training and a modern baggage tracking system.  

Bag inspection aims to ensure compliance with baggage regulations for flight safety. However, it was found that some officers were not meticulous and acted unfairly during the bag inspection process. The lack of responsiveness and minimal empathy from the officers will affect passenger satisfaction. This condition indicates the need for improvement in performance and service quality to maintain passenger satisfaction and the company's image. This research uses a quantitative method, with data collection techniques in the form of questionnaires. The study samples passengers using Citilink Airlines at Juanda International Airport Surabaya, totaling 100 respondents. The data analysis techniques used include instrument testing, classical assumption testing, multiple linear regression equations, hypothesis testing, and the coefficient of determination using the SPSS (Statistical Product and Service Solutions) application. The research results show that performance and service quality have a positive and significant effect on passenger satisfaction of Citilink Airlines at Juanda International Airport Surabaya. The regression coefficients for performance are 0.479 and for service quality are 0.318, with significance values of 0.000 and 0.001, respectively (<0.1), as well as an F-test of 0.000 which indicates the simultaneous effect of both. The adjusted r square value of 0.494 indicates that 49.4% of passenger satisfaction is influenced by performance and service quality, while the remaining 50.6% is influenced by factors outside of the study.

PT Gapura Angkasa is one of the aviation companies whose business includes ground handling services. At Zainuddin Abdul Madjid Lombok International Airport, PT Gapura Angkasa handles ground handling for Garuda, Citilink, and Sriwijaya Air. Aircraft essentially transport passengers, baggage, cargo, and mail. Airlines are responsible for checked baggage entrusted by passengers. Regarding baggage, many passengers often experience issues such as lost, damaged, delayed, or mixed-up baggage. The unit responsible for handling problematic baggage is the Lost and Found unit. This research aims to evaluate the performance of the Lost and Found Unit in managing baggage issues. The study uses a qualitative method. The subjects of this research are the Lost and Found Unit at PT Gapura Angkasa Pura, Zainuddin Abdul Madjid Lombok International Airport Branch. Data for the research is obtained from primary sources, including observations and interviews, and secondary sources, such as photos/images and company records as well as Standard Operating Procedures (SOPs). Data credibility is tested through triangulation. Data analysis is performed through data reduction, data examination, and conclusion drawing. The research results show that the responsibility of the carrier towards problematic baggage at the Lost and Found Unit of PT Gapura Angkasa is carried out comprehensively, including steps for receiving reports, identifying, documenting, storing, and coordinating with airlines according to the applicable Standard Operating Procedures. However, there are still challenges, such as delays in tracking and returning baggage that need improvement. The carrier's responsibility for problematic baggage is in line with the regulations stipulated in PM No. 77 of 2011 concerning the procedures for managing and the responsibility for problematic baggage, including handling damaged, delayed, and lost baggage.

This study aims to analyze the handling of left-behind baggage by Lost & Found officers of PT Gapura Angkasa for Fly Scoot airline at Zainnudin Abdul Madjid Internation Airport, Lombok. Left -behind baggage is a critical issue in ground handling service as it directly affects passenger satisfaction and the airline’s reputation. This research employs a descriptive qualitative method, using data collection techniques such as observation, interviews, and documentation. The findings reveal several key factors contributing to babbage being left-behind, including limited time during connecting flights, labeling errors, and the inclusion of prohibited items such as betteries and power bank is cheked baggage. Additionally, procedural errors and human error were also identified as challenges in the handling process. To address these issues, Lost & Found Officers track baggage through the World Tracer system, coordinate with the origin airport and related airline, and arrange delivery of the baggage to passengers’ addresses. This research is expected to serve as an evaluative reference for improving the quality of left-behind baggage handling services at the airport.

In aviation, two important factors can affect passenger satisfaction: time efficiency in service, especially in the baggage claim process, and airline image. These two activities also apply to passengers at Halim Perdanakusuma International Airport. This study aims to determine whether there is an influence between the duration of baggage claim and airline image on passenger satisfaction, both partially and simultaneously. This study uses a quantitative approach to data collection. It distributes questionnaires to 105 Citilink Indonesia passengers and 105 Batik Air passengers who claim their baggage in the arrivals area. In addition, it uses baggage manifest data in the form of first baggage (fi-bag) and last baggage (la-bag) time data. The data is then analyzed using the t-test (partial test) and f-test (simultaneous test). The results of the study indicate that partially, the Baggage Claim Duration variable has a significant effect on the Passenger Satisfaction variable, both for Citilink Airlines (sig.=0.30) and Batik Air (sig.0.035). The results of the study indicate that partially, the Airline Image variable has a significant effect on the Passenger Satisfaction variable for both Citilink Airlines (sig.=0.000) and Batik Air (sig.=0.000). Furthermore, the Baggage Claim Duration and Airline Image variables simultaneously affect the Passenger Satisfaction variable, with a significance of 0.000 for both Citilink and Batik Air Airlines.

I Gusti Ngurah Rai International Airport – Bali is one of the airports with the busiest flight traffic in Indonesia, for both domestic and international routes. The high intensity of operational activities on the airside demands optimal management of all supporting elements, one of which is Ground Support Equipment (GSE). GSE plays a vital role in supporting aircraft movements and handling baggage, cargo, and passengers. Therefore, the provision of well-organized Equipment Parking Area (EPA) facilities in the Make Up and Break Down areas is crucial to ensure smooth and safe operations on the apron. This paper aims to examine the effectiveness of EPA provision and management in supporting GSE work efficiency, while identifying challenges and providing solutions to various emerging problems. The method used is a descriptive qualitative approach through direct observation, field documentation, and analysis of the actual layout compared to the provisions of the Directorate General of Civil Aviation Regulation No. PR 21 of 2023 concerning Technical and Operational Standards for Civil Aviation Safety Regulations. This research also complements EPA management practices at other airports in Indonesia, to provide a constructive comparative perspective. The study results indicate that the current management of the EPA at I Gusti Ngurah Rai Airport is not optimal. The main problems identified include irregular parking of GSE vehicles, the absence of zoning based on vehicle type, minimal markings, and a weak monitoring system due to limited personnel. As a result, congestion often occurs on GSE operational routes, which can disrupt the smooth operation of ground handling services. Based on these findings, proposed improvements include redesigning the EPA layout based on vehicle classification, installing signs and vehicle flow maps in strategic areas, and implementing an integrated technology-based monitoring system such as CCTV and digital access control.

Transportasi udara telah menjadi bagian penting bagi manusia yang banyak dipilih oleh masyarakat umum. Salah satu pelayanan pada transportasi udara di bandara adalah check in counter. Pelayanan pada check in counter sangat penting untuk mendukung kelancaran penerbangan. Petugas check in counter harus memiliki kinerja yang baik dalam melayani penumpang dan bagasi penumpang. Penelitian ini bertujuan untuk mengetahui kinerja dan kendala petugas check in counter pada PT. Kokapura Avia cabang Yogyakarta International Airport.Penelitian ini menggunakan metode kualitatif. Berbagai teknik, termasuk observasi, wawancara, dan dokumentasi, digunakan untuk mengumpulkan data untuk penelitian ini. Reduksi data, penyajian data, dan penyusunan kesimpulan merupakan tiga tahapan analisis yang digunakan dalam penelitian.  Hasil dari penelitian ini adalah Petugas check in counter telah melaksanakan tugasnya dengan baik berdasarkan SOP seperti, hadir tepat waktu, memberikan pelayanan maksimal kepada penumpang seperti, memberikan informasi secara detail, waktu boarding, nomor penerbangan, rute, memastikan tujuan penumpang serta menangani bagasi penumpang dengan mengutamakan kepuasan penumpang serta bersikap profesional. Kendala yang dihadapi petugas check in counter yaitu system server check in down, antrian penumpang menumpuk, over baggage (bagasi berlebihan), keluhan penumpang dan bagasi stranded. Saran bagi perusahaan agar dapat mempertahankan kualitas pelayanan penumpang dan mencari solusi serta mengatasi kendala yang dihadapi petugas check in counter.

The importance of calculating weight and balance on an aircraft to support flight safety is something that must be done by service providers. Mistakes in calculating weight distribution can cause overloads that risk endangering the safety of passengers, crew, and the aircraft itself. This study was conducted at AirAsia Airlines with a focus on the Airbus A320 aircraft at Husein Sastranegara Airport, Bandung. The study used a quantitative method with primary and secondary data collection. Primary data was collected through direct observation in the field, while secondary data was obtained from documents, journals, and related literature. This study analyzed data related to aircraft weight, fuel, passengers, baggage, and cargo to calculate weight and balance on the loadsheet. The results of this study indicate that calculating weight and balance on loadsheets is an important process in ensuring flight safety. Steps involving calculating the weight of passengers, baggage, cargo, fuel, and the distribution of the aircraft's center of gravity ensure that the aircraft operates within the safe limits set by the manufacturer. Based on the analysis of passenger, baggage, cargo, and fuel data, the Zero Fuel Weight (ZFW) was 60,516 kg, Takeoff Weight (TOW) was 67,516 kg, and Landing Weight (LW) was 62,516 kg. All of these parameters are within the specified safe limits. Load management on an Air Asia A320 aircraft when overloading requires special attention to parameters such as Maximum Takeoff Weight (MTOW), Maximum Landing Weight (MLW), and Maximum Landing Weight (MZFW). If an overload occurs, as recorded on the fourth day in Hold 5, the solution that can be taken is to reduce the cargo load on that Hold. For the situation on the fifth day, where the Landing Weight (LW) exceeds the MTOW, the right step is to reduce the amount of fuel.

A limited security area is an area used for aircraft movement activities, employee or staff movement, and work equipment for flight activities, passenger and baggage movement that will board the aircraft, and vital installations/objects that are directly related to aircraft operations. The purpose of this study was to determine whether the perimeter fence of the limited security area of Adi Soemarmo International Airport was in accordance with applicable provisions and what efforts were made by Airport Security officers to meet the perimeter fence standards in the limited security area of Adi Soemarmo Boyolali International Airport. This study uses a qualitative approach with the types and sources of data, namely primary data and secondary data. This research was conducted at Adi Soemarmo Boyolali International Airport and the time of implementation of this research was carried out from August 1 to January 11 at the Airport Security (AVSEC) unit. The results of this study are that the condition of the perimeter fence of the limited security area of Adi Soemarmo International Airport is not in accordance with applicable regulations. This can disrupt flight activities and threaten flight safety. Efforts made by Airport Security officers for security are patrols in the perimeter fence area and approaches to the community to prevent unlawful acts.

This study aims to analyze the Level of Service (LoS) at the international departure terminal facilities at I Gusti Ngurah Rai Airport, Bali, in accommodating the growth of passenger traffic. Referring to IATA standards, PM 178 of 2015, and PM 41 of 2023, this research evaluates the performance of facilities such as passenger and baggage screening, check-in, immigration, and waiting areas. The research method used is qualitative, with data collected through observation, interviews, and documentation. The results show that the international departure terminal facilities meet the established service standards and are capable of handling passenger congestion during holiday seasons (high season and peak season). Efforts made by airport management include terminal expansion, queue management, and the enhancement of security systems with the latest technology. In conclusion, the Level of Service at I Gusti Ngurah Rai Airport is categorized as good and complies with existing standards, but infrastructure development is still needed to accommodate future increases in passenger numbers.

Ground time is one of the important things in handling aircraft while in the apron area and Ramp handling officers are responsible for block on to block off activities and play an important role in improving service functions in the apron area. Ground time that does not comply with company standards can affect flight schedules and operational costs for an airline. This research aims to analyze the ground time achievements of the Airbus A350-900 aircraft on the performance of ramp handling officers. The method used in this research is a quantitative approach with data collection techniques, namely observation and interviews. The data analysis technique uses SPSS 25 which includes descriptive analysis by processing primary data in the form of ground time records for the Airbus A350-900 aircraft for two months which has been adjusted to secondary data, namely company documents to determine the average (mean) ground time each month.Based on the results of descriptive analysis to find out the average ground time, the results obtained in August were 55.53 minutes and in September it was 55.93 minutes, meaning that in general the ground time was still achieved and the performance of the ramp handling officers was very good because they reached the ground time on time. . If ground time is looked at based on the daily schedule, there are still several delays caused by several factors, namely delays in the arrival of planes from the origin airport to the destination airport, weather factors and delays for passengers with baggage.

PT Citilink or Citilink Indonesia is a subsidiary of the Garuda Indonesia (Persero) company. This airline uses a low-cost flight system or Low Cost Carrier (LCC) with Lost and Found Services related to handling passenger luggage on Citilink airlines, but many people don't know about it. part of the baggage handling itself, one of which is the use of Citilink's Web Baggage Central Tracking (BCTC), in handling Irregularity Property. The purpose of this research is to find out the use of the BCTC web in handling Irregularity Property in the Lost and Found unit at Yogyakarta International Airport and to find out the obstacles faced in using the BCTC web in handling Irregularity Property in the Lost and Found unit at Yogyakarta International Airport.This study used descriptive qualitative method. This research was carried out on April 1– April 20 2023 at Citilink Airlines, Yogyakarta Kulon Progo International Airport, Citilink Airlines, Yogyakarta Kulon Progo International Airport. The data collection techniques used in this research were documentation, observation and interviews with Lost and Found unit officers at Yogyakarta International Airport. Data analysis techniques use data reduction, data presentation, and drawing conclusions.The results of the research show that in handling baggage damage, passengers who experience property irregularities can report it to the relevant officers or make a report on Citilink's official BCTC website to get further action in accordance with Citilink airline's standard operating procedures for handling baggage damage. and baggage damage is handled within 14 days from receipt of the complaint submitted by the passenger to the airline. Obstacles in using the BCTC Web to handle Irregularity Property at the Lost and Found unit of Yogyakarta International Airport include technical problems, coordination with airlines, the need for adequate resources, and increasing passenger volume. The proposed solution includes intensive training, formation of a technical team, development of collaboration protocols, adequate budget allocation, and proper growth planning.  

Baggage handling has a very important role in supporting the safety and comfort of passengers while traveling by airplane, then processing the baggage according to existing procedures until the baggage arrives at its destination using the same aircraft as the passenger. To find out the handling of BHS in improving passenger baggage security, as well as solutions in handling BHS operational operations so as to improve passenger baggage security, baggage handling at Operations (BHS) at Sultan Muhammad Kaharuddin Airport, Sumbawa. It is carried out through a system that has several gradual processes. The process begins when passengers check-in and hand over their baggage to the check-in officer, then the baggage is given a special coded label as baggage identity. Then the baggage will enter the system with the conveyor belt as the path, then the baggage will go through several stages or levels of security and several stages of automatic sorting. After all stages of the process, both at the security level check and at the baggage sorting stage, are deemed safe, the baggage will go to the make up area of each airline or to the destination on the baggage identity tag which the system has read during the sorting process. Each stage of operations (BHS) is able to guarantee the safety and movement of the baggage is always maintained and monitored through a system that is connected to one another. The existence of a connection from the system guarantees that the baggage is in a safe condition, both the contents and physical condition of the baggage and the baggage handling process becomes faster and more efficient in terms of time and effort.

The Lost and Found Unit is a work unit that has duties and responsibilities in handling passenger luggage. If there is a problem with the passenger's baggage, the passenger can immediately report it to the Lost and Found unit so that efforts are made to handle it. In serving the Lost and Found unit, it hopes to deal directly with passengers, so of course the service provided must be better. The purpose of this research is to find out the procedures for handling Delayed Baggge, damaged baggage by Lost and Found unit officers, factors causing problems and what efforts are made by Lost and Found unit officers in order to reduce the occurrence of cases. This study used a qualitative method with data collection in the form of observation, interviews and documentation, in which this study interviewed 5 informants from the Lost and Found unit officers. The results of this study indicate that Lost and Found unit officers have followed Standard Operational Procedures (SOP) and Job Desks in handling cases of Delayed Baggage and damaged baggage. Factors that cause problems include Human Error, Check In Counter, Airport Facilities, Make Up Area, Loading and Unloading processes, Misrouted, minimum Connection time and passenger baggage. Efforts made by Lost and Found unit officers in order to reduce the occurrence of cases by controlling every activity and reminding officers to be more careful, thorough and focused when doing work. Officers must prioritize Safety and Security and comply with the established SOP.

Air transportation modes have increased after the Covid-19 pandemic, this was offset by an increase in the number of airplane passengers. With the recovery of flight activity, it must be balanced with adequate services, one of which is passenger baggage services. The lost and found unit is a unit that serves arrival passengers' baggage so it must have adequate performance. This study aims to analyze the performance of the lost and found unit of Lion Air at Yogyakarta International Airport. The research method uses a qualitative descriptive method. Data sources for this study were obtained from primary and secondary data. The technique of collecting data by data triangulation uses the method of observing, interviewing, and documenting. Data analysis applies three stages, namely data reduction, presenting, then conclusion. The results of this study are to indicate the performance and constraints of the lost and found units of Lion Air at Yogyakarta International Airport. lost and found unit officers have not carried out their duties properly based on standard operating procedures (SOP) such as inadequate baggage handling, lack of friendly attitude, not punctuality, and lack of ability or expertise of officers. and lost and found units have external and internal constraints such as lack of work equipment, tracking systems, human resources, work environment, and ability, and attitude of officers in handling passenger baggage. It is hoped that the lost and found unit can improve the quality of service for passenger baggage handling.