Proses Penanganan Delayed Baggage Maskapai Singapore Airlines Pada Unit Lost & Found PT JAS Bali

Abstract

This final project discusses the handling process of delayed passenger baggage for Singapore Airlines by PT Jasa Angkasa Semesta (PT JAS) at I Gusti Ngurah Rai International Airport, Bali. The purpose of this study is to understand the procedures, challenges, and solutions involved in managing delayed baggage to ensure optimal passenger satisfaction and operational efficiency. The research was conducted through direct observation, interviews with relevant personnel, and document analysis. The findings indicate that PT JAS follows a structured baggage tracing and delivery process, which includes coordination with the airline, updating baggage tracking systems, and providing compensation or assistance to affected passengers. However, several challenges such as miscommunication, system delays, and limited resources occasionally hinder the effectiveness of the service. Additionally, the increasing number of flight operations during peak travel seasons often adds pressure to the baggage handling system, increasing the likelihood of errors and delays. To address these challenges, PT JAS has implemented various strategies, including regular training programs for staff, the use of automated tracking systems, and continuous improvement initiatives based on passenger feedback. Furthermore, collaboration with Singapore Airlines and other stakeholders is essential in minimizing the negative impact of baggage delays and ensuring a swift resolution process. The study concludes with suggestions to enhance the baggage handling process, including improved staff training, better use of technology, and stronger coordination between ground handling agents and airline representatives. It also emphasizes the importance of adopting proactive communication strategies to keep passengers informed throughout the delay process, thereby fostering trust and improving the overall customer experience.