Abstract
This study uses a qualitative method. The instruments used were the researchers themselves supported by the results of interviews, observations and documentation with supporting documents from the AOCC and the air transport unit at Pattimura Ambon International Airport. To answer the formulation of the research problem, the researcher conducted 3 stages of analysis consisting of data reduction, data presentation, and drawing conclusions.
The results of this study show that the Covid pandemic has had a huge impact on airport services because this pandemic has required the government to issue regulations that greatly impact AOCC service activities because it results in changes to the work system so that it also has an impact on the performance of AOCC service officers. This is also related to the solution set by the Airport Operational Control Center Unit, namely changing their work system in providing services to passengers. Previously, Customer Service Staff provided services to passengers directly, so during the pandemic this was changed through a monitor screen. Not only that, the Airport Operational Control Center Unit also changed the working hour limit which was originally until 08.00 Wit. during the pandemic, the limit of working hours for AOCC was only until 04.00 Wit. coupled with the change of staff every day alternately.
