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Jurnal Transportasi, Logistik, dan Aviasi Abnus Publisher

Analysis of Malaysia Airlines Check-in Service Process at Soekarno–Hatta International Airport During COVID-19 Pandemic

2022-07-22
Published
37-54
Pages
OPEN
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AH
Azzahra Hendiyana
Sekolah Tinggi Penerbangan Aviasi, Jakarta, Indonesia
DE
Dewi Endah
Sekolah Tinggi Penerbangan Aviasi, Jakarta, Indonesia
EI
Eka Immamah
Sekolah Tinggi Penerbangan Aviasi, Jakarta, Indonesia
NN
Nurhayati Nurhayati
Sekolah Tinggi Penerbangan Aviasi, Jakarta, Indonesia
Abstract

Purpose: This study aims to understand and analyze the check-in service process at Malaysia Airlines at Soekarno-Hatta International Airport during the COVID-19 pandemic, including procedures, roles of ground handling staff, and operational constraints faced during the departure process.

Research Methodology: This research uses a qualitative approach through direct observation, interviews with ground handling staff, and literature study. The study focuses on four main aspects: facilities and infrastructure, workforce, work procedures, and implementation of operational activities.

Results: Check-in and boarding followed SOP but required additional health document verification. Ground handling staff played a key role in assisting passengers and ensuring compliance. Main constraints included incomplete documents, schedule and gate changes, and limited facilities.

Conclusions: The pandemic increased the complexity of check-in processes. Effective operations depend on staff accuracy, coordination, adaptability, adequate facilities, and clear information dissemination.

Limitations: This study is limited to one airline (Malaysia Airlines) and one location (Soekarno-Hatta International Airport), which may not fully represent conditions in other airlines or airports. The data is also based on a specific time period during the COVID-19 pandemic.

Contributions: This research contributes to the understanding of aviation service operations during crisis conditions, particularly in check-in and boarding processes.

Airline Service Airport Operation Check-in Process COVID-19 Ground Handling
How to Cite
Hendiyana, A., Endah, D. ., Immamah, E. ., & Nurhayati, N. (2022). Analysis of Malaysia Airlines Check-in Service Process at Soekarno–Hatta International Airport During COVID-19 Pandemic. Jurnal Transportasi, Logistik, Dan Aviasi, 2(1), 37-54. https://doi.org/10.52909/jtla.v2i1.98
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Hendiyana, A., Endah, D. ., Immamah, E. ., & Nurhayati, N. (2022). Analysis of Malaysia Airlines Check-in Service Process at Soekarno–Hatta International Airport During COVID-19 Pandemic. Jurnal Transportasi, Logistik, Dan Aviasi, 2(1), 37-54. https://doi.org/10.52909/jtla.v2i1.98
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