Analisis Kinerja Petugas Terminal Service Officer (TSO) dalam melakukan Pengawasan Fasilitas di Area Ruang Tunggu Bandar Udara Internasional Juanda Surabaya

Mochamad Nizar  Shulthoni; Fauzia Fahmi Yuniarti Nasution

doi:10.47134/aero.v1i1.2336

Authors

Mochamad Nizar Shulthoni Manajemen Transportasi Udara, Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
Fauzia Fahmi Yuniarti Nasution Manajemen Transportasi Udara, Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.47134/aero.v1i1.2336

Keywords:

Kinerja Petugas, Terminal Service Officer (TSO), Pengawasan

Abstract

Demi menunjang kelancaran serta pengawasan fasilitas penunjang operasional di terminal penumpang, maka Bandar Udara Internasional Juanda Surabaya memiliki unit Terminal Service Officer (TSO) yang bertugas sebagai pengawas pergerakan di area terminal dan bertugas untuk selalu memonitor fasilitas penunjang operasional di area terminal landside. Terutama fasilitas yang berada di area ruang tunggu, karena di dalam area ruang tunggu inilah penumpang paling banyak melakukan pergerakan dan paling banyak biasanya terjadi permasalahan-permasalahan terkait fasilitas yang disediakan. Oleh karena itu, dibutuhkan pengawasan yang baik agar fasilitas yang disediakan bisa berfungsi dengan maksimal. Penelitian ini bertujuan untuk mengetahui kinerja dan kendala yang dialami petugas Terminal Service Officer (TSO) dalam melakukan pengawasan terhadap fasilitas di area ruang tunggu Bandar Udara Internasional Juanda Surabaya. Penelitian ini menggunakan metode kualitatif dengan data primer dan sekunder. Data dikumpulkan melalui observasi, wawancara, dan dokumentasi. Kinerja yang dilakukan oleh petugas Terminal Service Officer cukup baik dalam melakukan pengawasan fasilitas area ruang tunggu yaitu memastikan fasilitas penunjang operasional yang tersedia dapat berfungsi dengan baik dan lancar. Adapun kendala yang ditemui petugas Terminal Service Officer adalah masih sering terjadinya penumpukan penumpang di area ruang tunggu yang diakibatkan adanya delay. Petugas harus segera melakukan koordinasi dengan pihak airline agar dilakukan pemindahan penumpang ke gate kosong yang tersedia. Selain itu masih sering ditemukannya fasilitas penunjang operasional yang tidak berfungsi dengan baik.

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