ANALISIS TATA KELOLA AREA PASSENGER ON TICKET SYSTEM (POTS) GUNA MENDUKUNG PELAYANAN PADA JAM SIBUK DI BANDAR UDARA ADI SOEMARMO BOYOLALI

Bandar Udara Adi Soemarmo Boyolali merupakan salah satu simpul transportasi udara yang melayani berbagai jenis penerbangan, termasuk penerbangan domestik dan umroh. Pada jam sibuk, khususnya pukul 06.00–12.00 WIB, terjadi penumpukan penumpang di area Passenger On Ticket System (POTS) akibat kapasitas area yang terbatas dan belum adanya pemisahan jalur antara penumpang domestik dan umroh. Penelitian ini bertujuan untuk menganalisis tata kelola antrean di area POTS guna mendukung pelayanan di Bandar Udara Adi Soemarmo. Metode yang digunakan adalah pendekatan kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Teknik pengumpulan data dilakukan melalui observasi langsung terhadap alur penumpang di area POTS, wawancara dengan petugas Terminal Service Officer (TSO) di Bandara Adi Soemarmo, serta dokumentasi berupa foto, catatan lapangan, dan referensi dokumen pendukung lainnya. Hasil penelitian menunjukkan bahwa pengelolaan antrean di area POTS masih kurang optimal, ditandai dengan antrean panjang dan terganggunya kenyamanan penumpang domestik. Oleh karena itu, diperlukan strategi peningkatan pelayanan berupa pemisahan jalur antrean antara penumpang domestik dan umroh serta penerapan pola antrean zig-zag dengan penambahan queue line. Kesimpulannya, penelitian ini menegaskan mengenai pengaturan antrean di area POTS sebagai langkah strategis untuk kelancaran dan juga kenyamanan pelayanan yang lebih terstruktur.
Kata Kunci : Passenger On Ticket System (POTS), Antrean, Pelayanan, Penumpang

Adi Soemarmo Airport in Boyolali is one of the air transportation hubs that serves various types of flights, including domestic and Umrah flights. During peak hours, particularly between 06:00 and 12:00 WIB, passenger congestion occurs in the Passenger On Ticket System (POTS) area due to limited space capacity and the absence of separate lanes for domestic and Umrah passengers. This study aims to analyze the queue management in the POTS area to support service standards at Adi Soemarmo Airport. The method used is a qualitative approach with data collection techniques including observation, interviews, and documentation. Data were collected through direct observation of passenger flow in the POTS area, interviews with Terminal Service Officers (TSOs) at Adi Soemarmo Airport, and documentation in the form of photos, field notes, and supporting reference documents. The results indicate that queue management in the POTS area remains suboptimal, as evidenced by long lines and disrupted comfort for domestic passengers. Therefore, a service improvement strategy is needed, including separating queue lanes for domestic and Umrah passengers and implementing a zig-zag queue pattern with additional queue lines. In conclusion, this study highlights queue management in the POTS area as a strategic step to ensure smoother operations and more structured, comfortable service delivery.
Keywords: Passenger On Ticket System (POTS), Queue, Service, Passengers