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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.