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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.  

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 was made to determine the performance of Lost and Found unit in handling lost and damaged baggage, which aims to analyze the performance of Lost and Found unit in handling lost and damaged baggage at PT Merpati Angkasa Abadi Sultan Muhammad Kaharuddin III Sumbawa Airport. The research method uses a qualitative method, namely with the stages of observation, interviews, and documentation. It is known that the Lost and Found unit of Wings Airline at PT Merpati Angkasa Abadi Sultan Muhammad Kaharuddin III Sumbawa Airport is not in accordance with the SOP (Standard Operational Procedure), and there are several things that must be further improved by the Lost and Found unit in the future in carrying out its duties and taking full responsibility for passenger inconvenience about problems regarding luggage. It is expected to improve the form and quality of better performance for lost and found unit officers in handling Wings Air airline passenger baggage in order to minimize and avoid baggage irregularities and things that harm for passengers.

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.