Peran Divisi Lost&Found dalam Penanganan Bagasi Custom Issue Maskapai Jetstar Oleh PT. Jasa Angkasa Semesta

Abstract

I Gusti Ngurah Rai International Airport is one of the main entry and exit points for both domestic and international travelers, with a hight volume of flight traffic. One of the ground handling companies operating at this airport is PT. Jasa Angkasa Semesta (JAS), which is responsible for various aviation services, including baggage handling. Within its operations, the lost and found division of PT JAS plays a vital role in addressing baggage- related issues, particularly custom issues that frequently occur with international airlines such as Jetstar. Custom issues refer to situations where passenger baggage is held by customs authorities due to security concerns, incomplete documentation, or suspected violations of import regulations. The final report aims to provide an in-depth description of the role of the lost and found division in handling passenger baggage affected by custom issues on Jetstar flights. The research method used is descriptive qualitative, with data collection techniques including direct observation, interviews with staff, documentation, and literature review. The author undertook a four-month internship at the lost and found unit of PT JAS and was directly involved in managing problematic baggage cases. The findings indicate that the lost and found division plays a crucial role in identifying, recording, and coordinating with relevant parties such as customs and the airline to expedite the resolution of held baggage cases. Proactive efforts and effective communication are key factors in delivering quality service to passengers. This report is expected to serve as both an academic and particulary reference for improving the quality of ground handling services, particulary in managing baggage related issues at international airports.