perpustakaan.uns.ac.id digilib.uns.ac.id 6 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) commit to user 6 perpustakaan.uns.ac.id digilib.uns.ac.id 7 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. commit to user perpustakaan.uns.ac.id digilib.uns.ac.id 8 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 commit to user perpustakaan.uns.ac.id digilib.uns.ac.id 9 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) commit to user perpustakaan.uns.ac.id digilib.uns.ac.id 10 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 commit to user perpustakaan.uns.ac.id digilib.uns.ac.id 11 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 commit to user perpustakaan.uns.ac.id digilib.uns.ac.id 12 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.