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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.  

Transportation services are one of the basic human needs. In the current era of globalization, with increasing mobility of people or goods, the role of transportation modes becomes very important both in the economic and social fields. Service quality is also inseparable from the desire of service users to obtain good, comfortable, fast and safe transportation facilities and infrastructure. Service quality is a determining and important factor, so that service managers can determine the strategies that must be implemented in order to meet all the needs of service users safely, quickly and comfortably. This research aims to determine the influence of Gapura Angkasa pre-flight service quality on Citilink airline passenger satisfaction at Yogyakarta International Airport by distributing questionnaires to 100 Citilink airline passenger respondents. Based on research and data testing that has been carried out, it can be concluded that the influence of the quality of pre-flight service at Gapura Angkasa on Citilink airline passenger satisfaction is significant, namely based on the calculated T value of Variable X (Service Quality) on Variable Y (Passenger Satisfaction) of 11,083 more than T table 1,985. So it can be concluded that the quality of Gapura Angkasa's pre-flight service has a significant effect on Citilink airline passenger satisfaction. The magnitude of the influence of the quality of pre-flight service at Gapura Angkasa on passenger satisfaction is proven by the coefficient of determination value of 55.6%, which means that Variable X (service quality) has an influence of 55.6% on Variable Y (passenger satisfaction).

The existence of a web check-in system facility provided by Citilink airline is one of the company's efforts to reduce complaints from passengers during the check-in process. Where many passengers have to stand for a long time to queue at the check-in counter. So that passengers feel tired and inefficient in the use of time. The purpose of this study is to obtain information about the effect of the web check-in system on Citilink airline passenger satisfaction at Abdulrachman Saleh Airport Malang in April - July 2023. In this study using quantitative research methods. In this study, primary data were used in the form of questionnaires distributed to Citilink airline passengers at Abdulrachman Saleh Airport, Malang with a total of 100 respondents. Secondary data was obtained from documentation in the form of data related to thesis preparation and literature study in the form of looking at previous guidelines. In analyzing the data, the instruments used are validity test, reliability test, normality test, simple linear regression test, T test and coefficient of determination test (R2). From the data analysis that has been done, it shows that the web check-in system has a positive and significant effect on Citilink airline passenger satisfaction at Abdulrachman Saleh Airport, Malang. Based on the results of the R square (R2) determination test, it can be concluded that the web check-in system has a 70.6% effect on Citilink airline passenger satisfaction at Abdulrachman Saleh Airport, Malang. While 29.4% of passenger satisfaction is influenced by other variables not examined. The simple linear regression test produces a constant value of 9.296 which is the consistency value of the passenger satisfaction variable (Y). Then the t test (partial) produces a significant value of 0.000 > 0.05 with a t count > t table (15.228 > 1.66055). The value obtained from the results of hypothesis testing shows that H0 is rejected and Ha is accepted.

In the era of globalization, good service in accordance with expectations can provide satisfaction for passengers because service quality has a close relationship with passenger satisfaction. In general, the level of passenger satisfaction depends on the quality of service received. Various ways are done to be able to attract the hearts of passengers to feel satisfied with what they expect. The purpose of this study was to find out whether service excellence has an effect on Citilink airline passenger satisfaction. This study used quantitative methods, with data collection techniques using questionnaires. Questionnaires were distributed to passengers who had experienced Citilink airline services at El Tari Kupang International Airport. The respondents of this research were 100 respondents. In this study using the SPSS application to process data, this research uses Simple Linear Regression. The results of hypothesis testing show that Ho is rejected and Ha is accepted with a significant value (sig) of 0.000 and a calculated T value of 8.700. Because the sig value is 0.000 <0.05 and the calculated T value is 8.700 > 1984 T table, it means that there is an influence between variable X on variable Y. The results of simple linear regression analysis show that the magnitude of the influence of variable X excellent service on variable Y is passenger satisfaction of 43, 6% while the other 56.4% is influenced by other factors outside the X variable (excellent service).

As part of the system factor, reward (reward) is an important element to create high employee performance. Reward (reward) is one way used to motivate someone to do good and work achievements or performance.  This study aims to find out whether the provision of rewards to employees at Citilink companies affects the performance of Citilink employees at Yogyakarta International Airport and how much influence the provision of rewards has on employee performance at Citilink Yogyakarta International Airport. Quantitative research was employed in this study. Questionnaires are sent in order to collect data. All Citilink Indonesia Airlines personnel at Yogyakarta International Airport comprised the population under study, totaling 20, and 20 persons made up the sample because the population was under 100. Data analysis techniques use instrument tests, namely validity tests, and reliability tests, as well as hypothesis tests, namely Simple Linear Regression, T Test, and Determination coefficient test. A significant value for the partial effect of X on Y is 0.008 < 0.05 and with the results of the t table and t value calculated, then 2.955 > 2.10092, it can be concluded that there is an effect of giving rewards on the performance of Citilink Airlines employees at Yogyakarta International Airport. This study found a relationship between the provision of rewards and employee performance. The partial effect of Variable X on Variable Y (0.327 R Square) is 32.7%, with additional factors not included in this research influencing the other portions.

Online check in is an online service check in for passengers by their personal smartphone that can be done anywhere within a maximum of 30 minutes before flight. In its implementation, passengers of Citilink Airlines at Bandung Husein Sastranegara International Airport still have several problems when using this service that leads to the implementation of online check in is not optimal. The purposes of this study are to examine: 1) The constraints experienced by passengers when traveling online check in, 2) Efforts to optimize implementation of online check in. This study uses a qualitative method with a descriptive approach. Data collection was carried out through observation techniques, interviews, literature studies, and documentation. To prove the validity of the research data, source and method triangulation tests were carried out. The results showed that the common problems experienced by Citilink Airlines passengers at Bandung Husein Sastranegara International Airport when using online  check in are unstable signal, error on website, fault input of booking code and the passenger's last name, as well as the passenger's lack of understanding and enthusiasm for the online check in itself. Based on these problems, the optimization efforts undertaken include the provision of wifi at airports, diversion from online check in to check in counter, as well as more active education from officers to passengers about online check in.