Accessibility of lost and found units has a significant effect on passenger experience and their perception of airport services. In situations of lost or left behind items, passenger satisfaction is influenced by ease of access to services, including strategic location, clarity of information, and efficiency of reporting and retrieval processes. This study aims to measure the effect of accessibility of lost and found units on passenger satisfaction and the level of satisfaction at PT Gapura Angkasa, Sultan Thaha Saifuddin Jambi Airport, using the Customer Satisfaction Index (CSI) method. This quantitative study took place from August 1 to September 30, 2024, with a population of around 45 passengers per month. The sample consisted of passengers aged at least 17 years who used the lost and found services of Garuda Indonesia and Citilink airlines. Data collection techniques were carried out through the distribution of questionnaires and surveys. This study found that the t-test showed a significance of 0.002 <0.05 and t count 3.292> t table 2.024, so the alternative hypothesis (Ha) was accepted. This means that there is a positive influence between the accessibility of lost and found units and passenger satisfaction of PT Gapura Angkasa at Sultan Thaha Syaifuddin Airport, Jambi; the better the accessibility, the higher the passenger satisfaction. The level of passenger satisfaction was recorded as very high, with a Customer Satisfaction Index (CSI) of 97.45%. However, there needs to be improvement in several aspects, such as the activeness of information officers, ease of reporting procedures, and the number of staff, to maintain service quality and improve passenger satisfaction.

The aviation industry in Indonesia has experienced rapid growth in line with the increasing demand for air transportation. One of the key aspects of airline service is the check-in process, which serves as the first interaction between passengers and the airline and plays a role in shaping the customer experience. This study aims to analyze the impact of check-in counter service quality on passenger satisfaction with Super Air Jet at Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan International Airport, Balikpapan. This research employs a quantitative approach using a survey method, involving 100 passenger respondents who have used Super Air Jet at least once and are aged between 17 and 40 years. The survey was conducted at Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan International Airport, Balikpapan. Data analysis was performed using validity tests, reliability tests, classical assumption tests, simple linear regression, T-tests, and the coefficient of determination (R²). The results of the study indicate that the quality of check-in counter service has a positive and significant impact on passenger satisfaction. The simple linear regression test shows a regression coefficient value of 0.351 with a correlation value of 0.942. Additionally, the T-test results show a calculated t-value of 20.931, which is greater than the critical t-value of 1.660, with a significance level of 0.000 < 0.05, thereby supporting the research hypothesis. Based on these findings, it can be concluded that improving service quality at the check-in counter plays a crucial role in enhancing passenger satisfaction.