Optimalisasi Layanan Joumpa Dalam Meningkatkan Pelayanan Terhadap Penumpang di PT. Gapura Angkasa Bandar Udara Internasional Supadio Pontianak

Abstract

Abstrak

JOUMPA memiliki makna “Your Journey Companion†yang jika diartikan ke Bahasa Indonesia berarti “Teman Perjalan Andaâ€, yang diharapkan mampu memberikan pelayanan prima dan kemudahan penumpang pesawat saat berada di Bandara, melalui beragam layanan dari pre journey, pre flight, post flight hingga post journey yang tersedia di Bandar Udara Internasional Supadio Pontianak. Penelitian ini bertujuan untuk mengetahui apa saja layanan yang disediakan oleh layanan JOUMPA kepada penumpang, optimalisasi layanan JOUMPA dalam meningkatkan pelayanan penumpang, dan mengetahui kendala yang dialami pada saat melakukan layanan JOUMPA dan bagaimana solusinya di Bandar Udara Internasional Supadio Pontianak. Penelitian ini menggunakan metode penelitian deskriptif dengan pendekatan kualitatif. Metode yang digunakan untuk mengumpulkan data penelitian dengan metode observasi, wawancara dan dokumentasi. Aktivitas dalam analisis data yaitu Data Reduction (Redaksi Data), Data Display (Penyajian Data), Conclusion Drawing/Verification. Hasil penelitian layanan yang disediakan oleh layanan JOUMPA kepada penumpang Bandar Udara Internasional Supadio Pontianak yaitu Fast Track, Meet and Greet, Layanan Transfer, dan Layanan Baggage Delivery Service. Optimalisasi layanan JOUMPA dalam meningkatkan pelayanan penumpang yaitu dengan meningkatkan kualitas pelayanan upaya staff dalam meningkatkan pelayanan terhadap penumpang yaitu melakukan pelayana cepat dan tanggap, pelatihan petugas JOUMPA, mendengarkan keluhan penumpang, menjaga kesabaran, menjaga kesopanan, mencari solusi tepat, meminta feedback dari pelanggan. Hal–hal yang dapat menjadi kendala yang dihadapi ketika melakukan layanan JOUMPA yaitu saat terjadi suatu pembatalan, perubahan jadwal atau keterlambatan solusi yang diberikan layanan JOUMPA kepada penumpang yaitu staff akan membantu semua proses akibat irregularty flight tersebut dan belum adanya booth di Bandara Supadio melihat hal itu Layanan JOUMPA telah bekerja sama dengan Hotel Mercure, BANK BRI, Lounge Blue Sky dan beberapa travel agent.

Kata Kunci: JOUMPA, Pelayanan, Penumpang

 

Abstract

JOUMPA has the meaning "Your Journey Companion" which if translated into Indonesian means "Your Travel Companion", which is expected to be able to provide excellent service and convenience for airplane passengers while at the airport, through various services from pre journey, pre flight, post flight to post journey available at Pontianak Supadio International Airport. This study aims to find out what services are provided by JOUMPA services to passengers, optimize JOUMPA services in improving passenger services, and find out the obstacles experienced when performing JOUMPA services and how to solve them at Pontianak Supadio International Airport. This study uses a descriptive research method with a qualitative approach. The method used to collect research data with the method of observation, interviews and documentation. Activities in data analysis are Data Reduction (Data Editor), Data Display (Data Presentation), Conclusion Drawing / Verification. The results of the research on the services provided by JOUMPA services to passengers at Supadio Pontianak International Airport are Fast Track, Meet and Greet, Transfer Services, and Baggage Delivery Service. Optimizing JOUMPA services in improving passenger service, namely by improving the quality of service, staff efforts to improve service to passengers, namely providing fast and responsive service, training JOUMPA officers, listening to passenger complaints, maintaining patience, maintaining politeness, finding the right solution, asking for feedback from customers. Things that can be an obstacle when carrying out JOUMPA services, namely when there is a cancellation, schedule change or delay in the solution provided by JOUMPA services to passengers, namely the staff will assist all processes due to the irregularty flight and there is no booth at Supadio Airport to see this JOUMPA services have collaborated with Mercure Hotel, BRI BANK, Blue Sky Lounge and several travel agents.

Keywords: JOUMPA, Service, Passenger