ABSTRACT

ANALYSIS OF PASSENGER HANDLING AT BOARDING GATE OF

CITILINK INTERNATIONAL AIRPORT I GUSTI NGURAH RAI
BALI
Anisa Nopianti¹ and Hodi, SIP., M.M.²

Handling of passengers at boarding gate by ground handling officers must be

served to the maximum in accordance with standard operating procedures. In
carrying out their duties Ground Handling officers often experience various
obstacles. The purpose of this research is to find out the handling of passengers at
The Boarding Gate of Citilink International Airport I Gusti Ngurah Rai Bali and the
obstacles faced and how to overcome these obstacles.

This research uses qualitative research methods. Data sources are obtained
from primary data and secondary data. Data collection methods use interview
techniques, observation, documentation, and library studies. Data analysis techniques
use qualitative descriptive. The steps of data analysis use the theory of Miles and
Huberman, namely collecting data, reducing data, presenting data and drawing
conclusions or verifying data.

The results showed that the Handling of Passengers at Citilink Airline

Boarding Gate at I Gusti Ngurah Rai International Airport Bali has been in
accordance with standard operating procedures (SOP). Obstacles faced, among others
1) Incomplete Pax Dokummen, the solution passengers are given FOI 2) Cabin
Baggage that is too large, the solution is included in the Cargo of the plane 3) The
presence of passengers who queue is not orderly, the solution is the officer gives
announcement in advance 4) Passengers No Show Gate but has checked baggage, the
solution is to call passengers or make announcements of passenger names many times
5) The existence of aircraft parking transfer, the solution the officer provides
Announcement of Gate 6) Limited Departure Gate, the solution officers coordinate
to all Citilink officers who are responsible for passenger departure to provide
maximum service.

Keywords: Passenger Handling, Boarding Gate, Citilink Indonesia.

¹Taruni Transportation Management Study Program, STTKD Yogyakarta.

²Dosen, STTKD Yogyakarta.

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