ANALISIS PENGATURAN PELAYANAN BUGGY CAR PENUMPANG BERKEBUTUHAN KHUSUS DI BANDAR UDARA INTERNASIONAL SULTAN HASANUDDIN-MAKASSAR ANALYSIS OF BUGGY CAR SERVICE ARRANGEMENTS FOR PASSENGERS WITH SPECIAL NEEDS AT INTERNATIONAL AIRPORT SULTAN HASANUDDIN-MAKASSAR

ABSTRAK
Penelitian ini dilatar belakangi oleh pentingnya penyediaan layanan transportasi internal yang aman, nyaman, dan aksesibel bagi penumpang berkebutuhan khusus di lingkungan bandar udara, sesuai dengan standar pelayanan transportasi udara yang mencakup keselamatan, keamanan, keandalan, kenyamanan, kemudahan, dan kesetaraan. Meskipun Bandar Udara Internasional Sultan Hasanuddin-Makassar telah menyediakan fasilitas buggy car bagi penumpang prioritas, namun beberapa aspek pengaturan layanan masih memerlukan evaluasi, khususnya terkait jumlah unit, desain jalur, penerapan skema prioritas, serta Standar Operasional Prosedur (SOP) layanan. Metode penelitian yang digunakan meliputi observasi lapangan, wawancara, dan studi dokumentasi. Data yang diperoleh dianalisis untuk mengidentifikasi hambatan dalam pengoperasian buggy car serta mengevaluasi implementasi standar pelayanan yang berlaku. Hasil penelitian menunjukkan bahwa jumlah unit buggy car yang tersedia masih belum optimal, terutama saat jam sibuk, sehingga berdampak pada waktu tunggu dan kenyamanan penumpang prioritas. Selain itu, desain jalur layanan yang belum optimal, marka lintasan yang kurang tegas, serta belum tersusunnya SOP khusus buggy car turut menjadi faktor yang menghambat kelancaran pelayanan. Kesimpulan dari penelitian ini adalah Bandar Udara Internasional Sultan Hasanuddin-Makassar perlu melakukan optimalisasi jumlah unit, perbaikan desain jalur layanan, penerapan skema prioritas yang tegas, dan penyusunan SOP khusus layanan buggy car bagi penumpang berkebutuhan khusus. Hal baru yang diperoleh dari penelitian ini adalah identifikasi area perbaikan spesifik terkait fasilitas dan pengaturan layanan buggy car, serta rekomendasi teknis yang dapat segera diimplementasikan untuk meningkatkan kualitas layanan bagi seluruh pengguna jasa.
Kata Kunci : Buggy Car, Penumpang Berkebutuhan Khusus, Bandar Udara Sultan Hasanuddin, Standar Operasional Prosedur (SOP) Transportasi Internal
ABSTRACT
This research is motivated by the importance of providing safe, comfortable, and accessible internal transportation services for passengers with special needs in the airport environment, in accordance with air transportation service standards that include safety, security, reliability, comfort, convenience, and equality. Although Sultan Hasanuddin-Makassar International Airport has provided buggy car facilities for priority passengers, several aspects of service arrangements still require evaluation, especially related to the number of units, route design, implementation of priority schemes, and Standard Operating Procedures (SOP) for services. The research methods used include field observations, interviews with related parties, and documentation studies. The data obtained were analyzed to identify obstacles in the operation of buggy cars and evaluate the implementation of applicable service standards. The results of the study indicate that the number of buggy car units available is not optimal, especially during peak hours, which has an impact on the waiting time and comfort of priority passengers. In addition, the design of the service route is not optimal, the lane markings are not clear enough, and the lack of a SOP specifically for buggy cars are also factors that hinder the smooth running of services. The conclusion of this study is that Sultan Hasanuddin-Makassar International Airport needs to optimize the number of units, improve the design of service routes, implement a strict priority scheme, and prepare a special SOP for buggy car services for passengers with special needs. The new thing obtained from this study is the identification of specific areas of improvement related to buggy car service facilities and arrangements, as well as technical recommendations that can be immediately implemented to improve the quality of service for all service users.
Keywords : Buggy Car, Passengers with Special Needs, Sultan Hasanuddin Airport, Standard Operating Procedure (SOP) for Transportation Internal