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CHAPTER II

LITERATURE REVIEW

A. Airport

1. Definition of Airport

The aviation industry is composed of all of the companies whose business is the building or operating aircraft and spacecraft. This includes manufacturers of airframes, aircraft engines, instruments, control systems, helicopters, missiles, rockets, and all other types of aviation equipment. It also includes commercial airlines and airports. Airport as the main place where all planes are parking and landing can be divided into several parts based on the aviation area and categories of airport activities.

Based on the Surat Keputusan Pemerintah No. 100/1987/ airport refers to a place for landing and departing of aircraft, usually with facilities for housing and maintaining places and for receiving and discharging passengers and cargo.

According to Allen, airport is:

Tract of leveled land where aircraft can take off and land, usually equipped

with hard-surfaced landing strips, a control tower, hangars, aircraft

maintenance and refueling facilities, and accommodations for passengers and

cargo such an installation in which the landing area is on water

(Allen, 1979: 4)

The definition of airport based on the Airport Planning and Management

is “a facility where aircraft such as airplanes and helicopters can take off and

land.” (Wells, 1986: 13)

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2. Categories of Airport

Federation Aviation Administration divides airport into two categories.

The first category is based on the aviation area and the second one is based on

airport activities. The first category of airport based on the aviation area is divided

into:

a. International airport is an airport typically equipped with customs and immigration facilities to handle international flights to and from other countries. Such airports are usually larger, and often provide longer runways and facilities to accommodate the large aircraft commonly used for international or intercontinental travel. b. Domestic airport is an airport that handles only domestic flights or flights within the same country. Domestic airport do not have customs and immigration facilities and are therefore incapable of handling flights to or from a foreign airport. These airports normally have short runways, which are sufficient to handle short/ medium haul aircraft and regional air traffic. c. Regional airport is an airport serving traffic within a relatively small geographical area. Contrast with international airport, a regional

airport usually has no facilities to process traffic between countries,

such as customs. (Federal Aviation Administration, 1987: 24812)

The FAA (Federal Aviation Administration) also defines airports by

categories of airport activities, including commercial service, primary, cargo

service, reliever, and general aviation airports. Each airport will be explained as

follows:

a. Commercial Service Airports are publicly owned airports that have

at least 2.500 passengers boarding each year and receive scheduled

passenger service.

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b. Cargo Service Airports are airports that; in addition to any other air

transportation services that may be available, are served by aircraft

providing air transportation of only cargo with a total annual landed

weight of more than 100 million pounds.

c. Reliever Airports are airports designated by the FAA to relieve

congestion at Commercial Service Airports and to provide improved

general aviation access to the overall community. These may be publicly or privately-owned. d. The remaining airports, while not specifically defined in Title 49 USC, are commonly described as General Aviation Airports. This airport type is the largest single group of airports in the U.S system. The category also includes privately owned, public use airports that enplane 2.500 or more passengers annually and receive scheduled airline service.

B. Baggage Handling

1. Definition of Baggage Handling

Baggage means such articles, effects and other personal property of a

passenger, which are necessary or appropriate for wear, use, comfort or

convenience in connection with the trip. Baggage is specified into both checked

and unchecked baggage. Checked baggage is all passengers‟ belonging that is

checked, weighed, and carried into compartment in plane. It has to be labeled as

an identification mark suitable with the passengers‟ destination. All checked

baggage needs to be known by passengers at check in time.

Unchecked baggage or cabin baggage is passengers‟ belonging that is

unchecked and allowed to be put on the cabin. Passengers are responsible to their

own cabin baggage. Every cabin baggage should be able to be put under the seat

or in the hatrack or luggage bin above passengers‟ seat. For the convenience and

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safety, passengers need to be informed about the regulations and restrictions that

may be allowed to carry as cabin baggage during check in time.

Baggage handling is one of the important service forms in aviation

industry. It is a process of handling passengers‟ baggage at the origin station or

departure from baggage profiling, baggage labeling when the passengers are

doing check in, baggage loading into container or baggage cart, baggage sorting and baggage transfer, baggage pulling into the plane, to baggage delivery at destination station. It can be said that baggage handling is a pre-flight and post- flight service in aviation industry. The main purpose of baggage handling is to get high customer satisfaction. If there are any irregularities happen to both checked and unchecked baggage, passengers are able to report to Lost and Found Unit which is also a part of baggage handling service.

2. Baggage Irregularity

Generally, irregularities that happens in baggage handling will be noticed when passengers arrived in destination station or post-flight service. It can be measured whether the ground handling‟s activity is good or bad, which means whether the Standard Level Agreement (SLA) or Service Delivery Standard

(SDS) that has been agreed between ground handling company and the airlines

can be fulfilled or not. If there is any irregularities happen but the regulations

cannot be fulfilled, the ground handling company will get penalty and the

passengers along with the airlines company will be disappointed. Moreover, this

can bring passengers into further complaint even claim.

Basically, cases that happen in arrival hall can be divided into:

 Missing Baggage with code AHL (Advice if Handling) or

BAH (Baggage Advice Handling)

 Found Baggage with code OHD (On Hand Baggage) or BOH

(Baggage On Hand)

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 Damage/ Pilfered Baggage with code DPR (Damage/ Pilfered)

2.1 Missing Baggage (AHL or BAH)

If passengers lose their baggage at the destination station, they have to

report to the related airline company or responsible ground handling

department which is Lost and Found Unit. Lost and Found staff then will help based on passengers‟ report:

 Apologizing and giving explanation well about the lost  Starting looking for the baggage around the baggage hall, baggage sorting area, baggage conveying devices, cargo tracing offices, etc.  Making Property Irregularity Report (PIR) that has to be signed by the passenger if the baggage cannot be found  Completely filling the data such as full name, address, and phone number as a local contact then keep the original PIR and baggage claim tag that belongs to the passenger  Sending Tracing Telex to the origin station and enroute station if the station has no CRT (Cathode Ray Tube). Find the baggage using

World Tracer system if the station has CRT

 If needed, giving a piece of compensation to passengers

 Monitoring the missing baggage and keep in touch with passenger

through phone to inform further

 Telling the passenger if the baggage is found through phone or e-mail

 Making a daily report

2.2 Found Baggage/ On Hand Baggage (OHD or BOH)

 If a baggage is found without any identity, securely keeping or sending

it back to the origin station with Rush Tag label

 Noting the found date and the carrying flight number

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 Trying to look after the owner from the information on the baggage

 Telling the airlines company

 Making a daily report

2.3 Damaged Baggage (DPR)

 If the passenger arrived in the destination station and got his/ her

baggage damaged, he/she has to report it to Lost and Found unit  Damage baggage claim can only accepted if there are supporting evidence  If the baggage is damaged, the solution is based on the related airlines regulations  Damage baggage claim should be completed with: o PIR copy o Claim form copy o Passenger manifest copy o Original ticket and claim tag

2.4 Pilfered Baggage

If the passenger found that there are some missing goods inside the

baggage, there are several things the receiving station has to do:

 Re-weighing the baggage weight

 Checking the claim tag with passenger manifest

 Making PIR

 Making claim form

 Checking the baggage condition

2.5 Delayed Baggage

 If the baggage is delayed due to the mishandled baggage, the claim can

be done and it has to be reported to the airlines company

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 The airlines company will give „first need compensation‟ with the

following rules:

o Overseas Establishments will be given:

 USD 100 for First Class passengers

 USD 75 for Business/ Executive Class passengers

 USD 50 for Economy Class passengers

o This is also given to domestic passengers:  F-class : IDR 100000  C-class : IDR 75000  Y-class: IDR 50000

(Angkasa Gemilang Training Centre)

3. The Basic of Tracing

Checked baggage, which does not arrive together with the passenger, is first considered delayed. Baggage is not considered lost until complete search has been conducted. Tracing for lost baggage is matching reports for missing baggage against reports of unclaimed baggage. In most cases, missing baggage will be found at

another airport. Nowadays computerized tracing systems are used to search

missing bags at airports all over the world electronically. Missing baggage is

reported on Passenger Irregularity Report (PIR) form or directly into computer

connected to one of the computerized systems available to store and compare

passenger claims and on hand (OHD) baggage records.

In 1997 there were computerized systems available for tracing missing

bags. EASYTRAC system was considered to be a primary system that means that

it was used to search for the bags for the first 5 days a bag is missing. After this

period, a secondary search was made. This hasd traditionally required the use of a

system called Airline Computerized Tracing System (ACTS). Secondary tracing

worked on the same principles as primary tracing except that detailed description

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of baggage contents as shown in IATA Resolution 743, Attachment D were used

to enhance the search. This required getting a complete inventory of contents to

create a Still Need (SND) file. On the OHD side with ACTS, unclaimed baggage

is inventoried and the contents reported in a Still Hold Message (SHL). These

records remain active for up to 90 days. Since this was a time and labor

consuming process, the secondary tracing is usually done by Claims Department

(LZ) office where people can be specially trained and gain experience using the system. Using these systems, the job of tracing for missing baggage was split between the airport baggage services office (usually the first 5 days) and the central tracing office (usually from 6 to 90 days). The third system operated by IATA and SITA for over 290 airlines is World Tracer World Tracer System (Tracing and Management Module) can be traced up to 100 days. The system uses 17 elements in the search for possible matches for a missing baggage file. The system allows each airline to decide when each station‟s file is transferred to another location, for example, the central baggage tracing office.

A link exists between all three tracing systems. This link makes it possible

to search for OHD baggage anywhere in the world during any phase of tracing

process.

Lost and Found staff is initially solving the problems arising from

baggage handling and secondly by the Baggage Claims department, which is

acting instead of Lost and Found Office as well. Gapura Angkasa Lost and

Found (LL) agents will trace temporary lost baggage for 7 days at the airport

where missing baggage was reported.

3.1 Tracing Procedure

Having completed manually written Property Irregularity Report (PIR) in

triplicate or suitable alternative (in continuous tracing system) the agent should

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weigh the rest of baggage if necessary and together with the passenger undersign

the report. LL agent should hand over to the passenger one copy of report and

Baggage Inventory Form for each piece of missing baggage. At the same time

passenger should be advised to forward complete Inventory Form to our Central

Tracing Office in case if baggage is not found and delivered to him within 5

days.

After that LL staff should perform complete local search of aircraft and terminal facilities including compartment, sorting and customs area. In period of the following 7 days LL offices receiving Match (MCH) messages on World Tracer match area (WT, CRT access) or printed via online printer connected to tracing system (WT, TTY access). All matches have to be carefully checked if they are likely to our AHL file. LL agents should use all their skills and knowledge using World Tracer additional options for more efficient tracing and missing bags. They should actively search for missing bags at all intermediate stops, transfer stations and also any subsequent stations on aircraft‟s route up to and including the terminal point of the flight in the case of interline transfer station. Other airports should also be checked if the passenger‟s identification tag shows an incorrect destination. AHL files will stay active in World Traces

system for 45 days from the date of creating (and up to 100 days when extended

tracing option is used).

If missing baggage is found, LL staff has to follow the procedures

according IATA Resolution 743a and forward it on together with a suitable

Forwarding (FWD) message addressed to:

 the airport that started with tracing for closing file and destination

airport

 all transfer airports that are involved in forwarding message.

Successful baggage tracing results in baggage will be handed over or

delivered to the passenger and closing of an AHL file.

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3.2 Procedure for Missing Checked Baggage

When a passenger is missing checked baggage he has to report it to the PT

Gapura Angkasa at the final destination or point of stopover to which baggage

was checked. A Property Irregularity Report (PIR) should be issued on basis of

the airlines ticket and the baggage tag(s).

The agent should also explain passenger the tracing procedure of agree upon the way of informing him or her. If the baggage has not been found within 5 days after it was reported missing, the airline that raised AHL file shall send the following documents to our Central Claims Office:  Property Irregularity report (PIR)  Baggage tag(s)  AHL and all other messages relating on the case At the same time passenger is being informed and asked to forward his baggage claim to Lost and Found Unit PT Gapura Angkasa as well. The most frequently appearing reasons for missing checked baggage are:  Station Errors  Tagging (wrong tagging, old tags removed)  Station Errors

 Loading (offloading and loading by error into wrong aircraft,

compartment or container)

 Station Errors

 Arrivals (sorting error, baggage delivered to wrong area)

 Transfer baggage (late arrival of delivering carrier, transfer baggage

not segregated into transfer container or hold)

 Miscellaneous (bag not identified by passenger at security check,

security removed items)

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3.2.1 Procedure for Missing Baggage or Advise If Hold (AHL)

In baggage tracing, the Advise If Hold (AHL) message represents the

passenger is missing a bag. An AHL file is created after information of missing

bag is transmitted to one of the tracing systems. Completing the following AHL

mask in World Tracer System (CRT access) creates a record with unique File

reference Number in it. Sample WT AHL mask input, CRT access: 1. WT AHL CGKMH 2. NM SRIREJEKI 3. IT SR 4. TN MH19862 5. FD MH717/11JAN 6. RT KUL/CGK 7. CT BK22HWX 8. BW 1/10 9. BI SAMSONITE/NYLON 10. PA TELUKAN APT B12 11. PN 08123456789

12. TK 67 2100 222222

13. CC FOOTWER/JOGGING

14. SHIRT/FIVE MALE WHITE SHIRTS

15. AG FURQON

16. FF ADDITIONAL FREE FORM INFORMATION

Explanation for entries:

1. WT message identifier followed by files type and file reference

station where passenger report is taken and airline designator.

2. (NM) Passenger‟s surname and name on bag (if different). A

maximum of three surnames, followed by obloquies (/). commit to user perpustakaan.uns.ac.id digilib.uns.ac.id

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3. (IT) Initials on bag, including first initial of surname.

4. (TN) Tag number airline designator plus six digits. If not available

do not enter this line.

5. (FD) Flight(s)/Date(s)

6. (RT) Routing cities/airports to be traced separated by obloquies (/).

7. (CT) Color and type code followed by three descriptive elements

as per IATA Baggage ID Chart. 8. (BW) Baggage weight number of pieces checked and total weight. 9. (BW) Brand name of bag followed by material of bag separated by an oblique (/). If not available do not enter this line. 10. (PA) Permanent address. 11. (PN) Phone number. 12. (TK) Ticket number. 13. (CC) Contents plain language contents with a category followed by up to 45 characters of description separated by an oblique (/). 14. Each additional category must begin on a new line starting with a hyphen (-). 15. (AG) Agent‟s signature. 16. (FF) Additional information. Enter only when required.

3.2.2 Procedure for Found and Unclaimed Baggage or On Hand Baggage (OHD)

One of the most important tasks of LL staff is to look out for misrouted

and unclaimed baggage and enter it into a computerized baggage tracing systems

using the On Hand Baggage (OHD) format. Found and unclaimed baggage is

defined as the one:

 Which didn‟t arrived at the destination airport

 That is not identifiable by airline baggage tag

 Is tagged with “HOLD FOR PICK UP”

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While the successful tracing depends on OHD messages, it is absolutely

essential that LL staff shall periodically check all areas where airline baggage

may be held (airport facilities, cargo areas, town terminals, etc.) and enter a

standard OHD message in the applicable primary baggage tracing system. In case

of a positive match answer (MCH) baggage should be forwarded with no delay

for delivery to its owner, Expedite (RUSH) tagged and followed by a Teletype

Forwarding (FWD) message (procedure according IATA Resolution 743a). Sample WT OHD mask, CRT access: 1. WT OHD CGKTG 2. TN TG99812 3. NM KUNTOAJI 4. IT KA 5. CT BU20XXX 6. RT SIN/CGK 7. FD TG789/13JAN 8. BI DELSEY/NYLON 9. PA FLAMBOYAN APT CIBINONG 10. CC SUITR/BLUE MALE SUIT ARMANI 11. SHIRT/FIVE MALE WHITE SHIRTS

12. FF ADDITIONAL FREE FORM INFORMATION

13. AG BANDRIO

14. TX SINLLTG/CGKLLLH

Explanation of entries:

1. WT message identifier followed by files type and file reference

station where OHD file is created for found or unclaimed bag.

2. (TN) Tag number airline designator plus six digits. If not available

do not enter this line.

3. (NM) Passenger‟s surname and name on bag (if different). A

maximum of three surnames, followed by obloquies (/). commit to user perpustakaan.uns.ac.id digilib.uns.ac.id

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4. (IT) Initials on bag, including first initial of surname.

5. (CT) Color and type code followed by three descriptive elements

as per IATA Baggage ID Chart.

6. (RT) Routing cities/airports to be traced separated by obloquies (/).

7. (FD) Flight(s) / Date(s)

8. (BI) Brand name of bag followed by material of bag separated by

an oblique (/). If not available do not enter this line. 9. (AB) Address found on bag. 10. (CC) Contents plain language contents with a category followed by up to 45 characters of description separated by an oblique (/). 11. Each additional category must begin on a new line starting with a hyphen (-). 12. (FF) Additional information. Enter line only when required. 13. (AG) Agent‟s signature. 14. (TX) Teletype addresses, on which OHD message will be sent, separated by obloquies (/)

Completing the above OHD mask in World tracer System (CRT access) creates a record with unique File Reference Number in it. At the same time OHD

message is sent to Teletype addresses included under TX element.

3.3 Baggage Delivery to Passengers

Baggage is being delivered to passengers by our handling agents at the

airports abroad on basis of a Property Irregularity Report (PIR). If delayed

baggage is received as Expedite (RUSH) Baggage damaged, a damaged/pilfered

report has to be raised on passenger‟s request. In such cases passengers must

collect their baggage at airport where damaged/pilfered report will be issued at

the same time. When baggage is found and received at Soekarno Hatta airport,

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for return of their belongings. Baggage should be delivered within reasonable

time after receiving bag on requested airport.

Delivery of baggage for which Property Irregularity Report (PIR) was

issued at domestic airports and their owners have permanent or temporary

address in will be by airlines own transport after passengers are being

informed of their baggage and timing of delivery with our LL staff is

determined. (Montenegro Airlines Baggage Handling Manual)

C. Soekarno Hatta International Airport

Jakarta International Airport (Soekarno-Hatta) is the main airport serving the greater area on the island of Java, Indonesia. The airport is named after the first President of Indonesia, Soekarno, and the first vice-president, Mohammad Hatta. The airport is often called Cengkareng by Indonesians. Its IATA code, CGK is originated from the word Cengkareng, a subdistrict located to the northwest of the city. Jakarta International Airport has 150 check-in counters, 30 baggage carousels and 42 gates. Each sub-terminal has 25 check-in

counters, 5 baggage carrousels and 7 gates. Although it primarily serves Jakarta,

it is located about 20 kilometres (12 mil) west of the capital city, in Tangerang in

the neighboring province of Banten. Soekarno–Hatta Airport began operations in

1985, replacing the former Airport (for domestic flights) in Central

Jakarta, and Halim Perdanakusuma International Airport in East Jakarta.

Kemayoran Airport has since been made into public areas. Halim

Perdanakusuma is still operating, serving hajj flight, VVIP, charters and military

flights and since January 2014 is reactivated for domestic schedule commercial

flights to ease Cengkareng Airport. Terminal 2 opened in 1991 and Terminal 3

opened in 2009. In 2010, the total passengers reached 43.7 million, surpassing

the 38-million-passenger capacity of all 3 terminals.

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Used between 1928 and 1985, Kemayoran Airfield was considered

unsatisfactory because it was too close to the major Halim Perdanakusuma

Indonesian military airport. The civil airspace in the area became increasingly

restricted, while air traffic increased rapidly, posing problems for international

air traffic. In 1969, a senior communication officers meeting in Bangkok

expressed these concerns. In the early 1970s, with the help of USAID, eight

potential locations were analyzed for a new international airport, namely Kemayoran, Malaka, Babakan, Jonggol, Halim, Curug, South Tangerang and North Tangerang. Finally, the North Tangerang site was chosen; it was also noted that Jonggol could be used as an alternative airfield. Meanwhile, as an interim step, the Indonesian government upgraded the Halim Perdanakusumah airfield for use for passenger services. The old Kemayoran site was closed in 1985, and the land was later used for commercial and housing purposes.

Between 1974 and 1975, a Canadian consultant/consortium, consisting of Aviation Planning Services Ltd., ACRESS International Ltd., and Searle Wilbee Rowland (SWR), won a bid for the new airport feasibility project. The feasibility study started on 20 February 1974, with a total cost of 1 million Canadian dollars. The one-year project proceeded with an Indonesian partner

represented by PT Konavi. By the end of March 1975, the study revealed a plan

to build three inline runways, three international terminal buildings, three

domestic buildings and one building for Hajj flights. Three stores for the

domestic terminals would be built between 1975 and 1981 at a cost of US$ 465

million and one domestic terminal including an apron from 1982–1985 at a cost

of US$126 million. A new terminal project, named the Jakarta International

Airport Cengkareng, began. In the newest masterplan, the capacity of the airport

is to be increased from 22 million passengers per annum to 62 million per

annum in 2014. The airport will use new theme "Modern Airport With

Traditional Sense" for the project. II, as the operator, designed

Soekarno–Hatta Airport to have 3 passenger terminals, 1 new freight terminal

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(cargo village) and an integrated building in 2014. Also, there will be an

increase in apron capacity from 125 airplanes to 174 airplanes. By 2015,

additional upgrades are expected to increase the airport's capacity to 75 million

passengers. An airport train from Manggarai Station and a people mover for

ground transportation to/from and inside the airport are also in planning.

Angkasa Pura II will spend Rp.11.7 trillion ($1.36 billion) to change the airport into a 'world class' airport which will be called 'aerotropolis', by 2014. In the first stage, Terminal 3 will be expanded and thereafter Terminal 1 and Terminal 2 will be integrated with green walls and the airport will have a convention hall, shopping center, hotel, playground, recreational facilities and parking area for 20,000 vehicles.

To anticipate a surge in passenger numbers, at least a ten percent increase each year, the government is preparing to build a third runway. This was planned to be completed in 2017. If the airport has 3 runways, the service capacity will rise to 623,420 movements per year and it will be able to anticipate growth at least until 2030. The expansion will use about 1,000 hectares (2,500 acres) from 10 villages in the Teluk Naga and Kosambi subdistricts. The expansion plan has been rejected by Tangerang Municipal

Government because the residents living around the airport wouldn't be able to

earn income for their family. The local government offered another location

such as in Balaraja, but Angkasa Pura II corporate secretary said that building a

new airport would not be an easy task, as it requires a thorough study. Due to

lack of space to make the third runway at Soekarno–Hatta International Airport,

the government plans to build a new airport around Cikarang and Karawang.

The airport would be integrated with the planned Cilamaya International

Seaport in Karawang.

The land area of the airport is 18 square kilometres (6.9 sq mi). It has

two independent parallel 3,600-metre (11,800 ft) long runways connected by

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two cross taxiways. There are three main terminal buildings; Terminal 1

(domestic flights only), Terminal 2 (international flights and Garuda Airlines

domestic flights) and Terminal 3, Pier 1 (Air Asia international and domestic

flights). There is also a freight terminal for domestic and international cargo.

Soekarno–Hatta International Airport has 180 check-in counters, 36

baggage carousels and 45 gates. The sub-terminals (1A, 1B, 1C, 2D, 2E, and 2F) have 25 check-in counters, 5 baggage carousels and 7 gates each. Terminal 3 has 30 check-in counters, 6 baggage carousels and 3 gates.

Terminal 1 is the first terminal built, finished in 1985. It is located on the south side of the airport, across from Terminal 2. Terminal 1 has 3 sub-terminals, each equipped with 25 check-in counters, 5 baggage carousels and 7 gates. It has the capacity to handle 9 million passengers per annum. The gates in Terminal 1 have a prefix of A, B or C. The gates are A1–A7, B1–B7 and C1–C7. In the newest masterplan, Terminal 1 will have its capacity increased to 18 million passengers per annum. Terminal 1 is used for domestic flights except for those operated by and Merpati Nusantara Airlines.

Terminal 2 is the second terminal built, finished in 1991. It is located on

the northern side of the airport, across from Terminal 1. It operates international

flights and Garuda Indonesia and Merpati Nusantara Airlines domestic flights.

This terminal has 3 sub-terminals. Each sub-terminal has 25 check-in counters, 5

baggage carousels and 7 gates. It can handle 9 million passengers per annum. The

gates in terminal 2 are prefixed D, E and F. The gates are D1–D7, E1–E7 and F1–

F7. In the newest masterplan, Terminal 2's capacity will be expanded to 19

million passengers per annum.

On November 28, 2011, Garuda Indonesia and Angkasa Pura II made a

memorandum of understanding regarding the management of Terminals 2E and

2F, which will be used solely by Garuda Indonesia to anticipate ASEAN Open

Sky Policy in 2015. Terminal 2E will be used for international travel and

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Terminal 2F for domestic flights. Garuda Indonesia said that it will share the use

of its international terminal with other Sky Team members when Garuda

Indonesia joins in early 2013. Predicted domestic transfer times are around 30

minutes for domestic and 45 minutes for international passengers. Currently Sky

Team has 20 members, but not all of them fly to Indonesia.

This terminal is used for International airlines such as Air China, All Nippon Airways, Asiana Airlines, , Cebu Pacific. , China Southern Airlines, Emirates, Etihad, Eva Air, , Jetstar Airways, KLM, , Kuwait Airways, , , Malindo Air, Mihin Lanka, Oman Air, , , Qatar Airways, , Sichuan Airlines, , International, Thai Lion Air, , Valuair, Vietnam Airlines, Xiamen Airlines and Yemenia.

The first phase of terminal 3, located on the eastern side of the airport, consisting of the first of the two planned piers, opened on April 15, 2009. The terminal has a different style than terminals 1 and 2, using an eco-friendly modern design. It currently houses the Air Asia Group, and Lion Air (only to Denpasar/Bali). With a capacity of 4 million passengers per annum, terminal 3

has 30 check-in counters, 6 baggage carousels and 3 gates with two jet bridges. In

the newest master plan, Terminal 3 will be designed in a U shape with a total

capacity of 25 million passengers per annum and an area of 354,000 square

metres (3,810,000 sq ft), compared to the current 34,000-square-metre

(370,000 sq ft) area, and will have A380-capable gates. The first phase of

Terminal 3 expansion will (not) be finished in September 2014 and the

second/final expansion will be finished in June 2015. T3 expansion area will span

1.2 kilometers and the T3 apron can serve 40 aircraft. When finished, T3 will be

an aerotropolis terminal.

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Current capacity of T1, T2 and T3 is 22 million passengers a year, but

today the passengers are over 47 million a year. After T3 expansion is finished,

the total capacity of three terminals become 43 million passengers a year, so T1

and T2 will be revitalized, so all the three terminals finally will accommodate 67

million passengers a year. The T3 expansion also can serve 60 airplanes from the

current 40 airplanes.

Terminal 3 officially opened for international flights on November 15, 2011, when Indonesia AirAsia started using Terminal 3 as its new base for international flights as well as domestic flights. Immigration has cancelled the policy to close immigration counter in Terminal 3 and immigration counter in Terminal 3 is still operates, but plan to centralized immigration counter in Terminal 2 only is still valid.

The Expensive Terminal 4 of Soekarno–Hatta International Airport designed in Bantenese and Futuristic Modelled in the South of Freight Cargo and the East of Terminal 1 that Constructed by Hanwha Engineering and Construction Corporation from South Korea and Buckeridge Group of Companies from Australia between 2018 and 2022.

The freight terminal is located on the east side of terminal 1. This terminal

was used to handle cargo at the Soekarno–Hatta International Airport, both

domestic and international cargo. In the newest master plan, the freight terminal

will move to the west side of terminal 2 and have a larger capacity than the

current terminal. (Wikipedia.org)

D. Description of Lost and Found Unit

Lost and Found Unit is a place located in public places where people can

retrieve their missing or report found things. However, Lost and Found Unit in

this report refers to one in airport that is usually called Irregularities Handling

where passengers can report their missing, damaged, or any found baggage.

According to IATA Standard Ground Handling Agreement on April 1998, its commit to user perpustakaan.uns.ac.id digilib.uns.ac.id

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duty is to take immediate action in accordance with the Carrier‟s and/ or local

authorities‟ instructions in respect of irregularities, damage or mishandling of

dangerous goods and special cargo shipment.

Lost and Found Unit International Flight Lost and Found Unit PT Gapura

Angkasa is located in Soekarno-Hatta Airport lower ground arrival area. Handling

foreign airlines; Malaysia Airlines (MH), Japan Airlines (JL), Oman Air (WY), Thai Airways (TG), China Airways (CI), Vietnam Airways (VN), China Southern Airlines (CZ), Air China (CA), Royal Brunei Airlines (BI), and Korean Airlines (KE), lost and found unit − or is known as LL − is responsible to lost (AHL), found (OHD), and damaged baggage (DPR). Found and unclaimed baggage (surplus baggage) is a condition where baggage arriving from the origin station does not proper with the owners or passengers so that no one collects it in destination station (AGTC, 2014).

E. Customers Satisfaction

One of the successful keys in every company is to achieve high customers‟ satisfaction on the services in order to keep the existence of the company in global competition. High customers satisfaction level is believed as

the basis of the profitability proof of a company. Terry G Varaa (1997) says,

“Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business.”

Customer satisfaction is the key factor determining how successful the

organization will be in customer relationships (Reichheld, 1996), therefore it is

very important to measure it. Customer satisfaction level can be measured using

survey research. Gaining high levels of customer satisfaction is very important for

a business because satisfied customers are most likely to be loyal and to make

repeat orders and to use a wide range of services offered by a business.

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There are two principal interpretations of satisfaction within the literature

of satisfaction as a process and satisfaction as an outcome (Parker and Mathews,

2001). Early concepts of satisfaction research have typically defined satisfaction

as a post choice evaluative judgment concerning a specific purchase decision

(Oliver, 1980; Churchill and Suprenant, 1992; Bearden and Teel, 1983; Oliver

and DeSarbo, 1988).

The most widely accepted model, in which satisfaction is a function of disconfirmation, which in turn is a function of both expectations and performance (Oliver, 1997). The disconfirmation paradigm in process theory provides the grounding for the vast majority of satisfaction studies and encompasses four constructs ± expectations, performance, disconfirmation and satisfaction (Caruana et al., 2000). Swan and Combs (1976) were among the first to argue that satisfaction is associated with performance that fulfils expectations, while dissatisfaction occurs when performance falls below expectations.

In addition, Poisz and Von Grumbkow (1988) view satisfaction as a discrepancy between the observed and the desired. This is consistent with value- percept disparity theory (Westbrook and Reilly, 1983) which was developed in response to the problem that consumers could be satisfied by aspects for which

expectations never existed (Yi, 1990). The value-percept theory views satisfaction

as an emotional response triggered by a cognitive-evaluative process (Parker and

Mathews, 2001). In other words, it is the comparison of the ``object‟‟ to one‟s

values rather than an expectation.

There is general agreement that: Satisfaction is a person‟s feelings of

pleasure or disappointment resulting from comparing a product‟s perceived

performance (or outcome) in relation to his or her expectations (Kotler, 2003, p.

36). Based on this review, customer satisfaction is defined as the result of a

cognitive and affective evaluation, where some comparison standard is compared

to the actually perceived performance. If the perceived performance is less than

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expected, customers will be dissatisfied. On the other hand, if the perceived

performance exceeds expectations, customers will be satisfied.

Several studies have shown that it costs about five times to gain a new

customer as it does to keep an existing customer (Naumann, 1995) and this results

into more interest in customer relationships. Thus, several companies are adopting

customer satisfaction as their operational goal with a carefully designed framework. Hill and Alexander (2000) wrote in their book that “companies now have big investment in database marketing, relationship management and customer planning to move closer to their customers”. Jones and Sasser (1995) wrote that “achieving customer satisfaction is the main goal for most service firms today”.Increasing customer satisfaction has been shown to directly affect companies‟ market share, which leads to improved profits, positive recommendation, lower marketing expenditures (Reichheld, 1996; Heskett et al., 1997), and greatly impact the corporate image and survival (Pizam and Ellis, 1999).

Studies carried out by companies like Argos and Cadburys have found very high levels of customer satisfaction. It is not surprising because these companies emphasize market research and marketing as the tools to find out what

customers want. Knowing what customers want makes it possible to merge the

strategies to please the customers.

Loyal and satisfied customers are best achieved by loyal and satisfied

employees (Heskett, 1994). It is widely recognized from literature that without

satisfied and motivated employees it is impossible to produce world-class

products and impossible to achieve satisfied and loyal customers (Eskildsen and

Dahlgaard, 2000)

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There are many factors which lead to high levels of customer satisfaction

including:

 Products and services which are customer focused

 Customer service giving personal attention to the needs of

individual customers.

 After sales service – following up to the original purchase with after-sales support such as maintenance and updating.

What is clear about customer satisfaction is that customers are most likely to appreciate the goods and services that they buy if they are made to feel special. This occurs when they feel that those they buy have been specially produced for them or for people like them. This relates to a wide range of products such as razors that are designed for ease of use and good quality finish, petrol products that are environmentally friendly and customized to meet the needs of particular types of engines, etc.

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