ANALISIS PEMANFAATAN COMMON USE CHECK-IN SYSTEM TERHADAP KELANCARAN PELAYANAN PENUMPANG DI BANDAR UDARA INTERNASIONAL YOGYAKARTA // ANALYSIS OF THE UTILIZATION OF THE COMMON USE CHECK-IN SYSTEM ON THE SMOOTHNESS OF PASSENGER SERVICES AT YOGYAKARTA INTERNATIONAL AIRPORT

Bandar Udara Internasional Yogyakarta memiliki 96 meja counter Check-in di terminal keberangkatan, namun hanya 36 unit yang didukung oleh Common use check-in system. Ketidakseimbangan ini mengakibatkan penumpukan penumpang pada jam sibuk dan berpotensi menurunkan Level of service serta mengancam ketepatan waktu penerbangan. Penelitian ini bertujuan untuk (1) mendeskripsikan kondisi pemanfaatan CUCS pada jam sibuk di Terminal Keberangkatan YIA, dan (2) mengidentifikasi faktor-faktor yang mempengaruhi kelancaran arus pergerakan pelayanan penumpang dalam pemanfaatan CUCS. Penelitian menggunakan metode kualitatif deskriptif dengan teknik pengumpulan data melalui wawancara mendalam semi-terstruktur dalam dua sesi (wawancara terstruktur dan konfirmasi pasca-wawancara), observasi lapangan selama pelaksanaan On the Job Training (OJT), dan dokumentasi. Informan penelitian adalah seorang Supervisor dari unit Airport Operation and Landside Terminal (AOLT) dan seorang Controller Ground Handling PT Angkasa Pura Indonesia. Analisis data dilakukan menggunakan model Miles, Huberman, dan Saldana melalui tahap reduksi data, penyajian data, dan penarikan kesimpulan. Penelitian ini menyimpulkan bahwa permasalahan pemanfaatan CUCS di YIA bersifat multidimensi dan tidak dapat diselesaikan hanya dengan penambahan unit fisik. Diperlukan perbaikan simultan pada aspek mekanisme koordinasi alokasi, penyediaan fasilitas Baggage Drop, pembagian jalur layanan penumpang berkebutuhan khusus, dan penguatan komitmen sumber daya manusia maskapai pada jam sibuk. // Yogyakarta International Airport has 96 check-in counter desks in its departure terminal, yet only 36 units are supported by a Common use check-in system. This imbalance results in passenger congestion during peak hours and has the potential to lower the Level of service as well as jeopardize flight punctuality. This study aims to (1) describe the condition of CUCS utilization during peak hours at the YIA Departure Terminal, and (2) identify the factors influencing the smoothness of passenger service flow in the utilization of CUCS. The study employs a descriptive qualitative method, with data collected through semi-structured in-depth interviews conducted in two sessions (a structured interview and a post-interview confirmation), field observation during the On the Job Training (OJT) period, and documentation. The research informants were a Supervisor from the Airport Operation and Landside Terminal (AOLT) unit and a Controller from Ground Handling, both of PT Angkasa Pura Indonesia. Data analysis was carried out using the Miles, Huberman, and Saldana model through the stages of data reduction, data display, and conclusion drawing. This study concludes that the problem of CUCS utilization at YIA is multidimensional in nature and cannot be resolved merely by adding physical units. Simultaneous improvements are required in the mechanism of allocation coordination, the provision of Baggage Drop facilities, the separation of service lanes for passengers with special needs, and the strengthening of airline human resource commitment during peak hours.