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All Journal Filosofi: Publikasi Ilmu Komunikasi, Desain, Seni Budaya
Diye Fillia Saska
Universitas Islam Syekh-Yusuf
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Pola Komunikasi Pimpinan dan Boarding Gate Staff dalam Penanganan Delay: Studi Kasus: Lion Air di Bandara Soekarno-Hatta Tangerang Diye Fillia Saska; Ukon Furkon Sukanda; Riza Gusti Rahayu
Filosofi : Publikasi Ilmu Komunikasi, Desain, Seni Budaya Vol. 3 No. 3 (2026): Agustus: Filosofi : Publikasi Ilmu Komunikasi, Desain, Seni Budaya
Publisher : Asosiasi Seni Desain dan Komunikasi Visual Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/filosofi.v3i3.1173

Abstract

The high frequency of flight delays at Soekarno-Hatta International Airport creates crucial challenges in information coordination for frontline staff. This study aims to analyze internal communication patterns between Lion Air's leadership and boarding gate staff and identify supporting and inhibiting factors in the delay management process. Using a qualitative approach and descriptive case study method, data were collected through in-depth interviews, field observations, and documentation studies. The results show that the interaction flow is not linear, but rather forms a dynamic, situational communication network pattern. In the pre-duty phase, communication adopts a vertical wheel pattern. When a delay occurs, the pattern evolves into a hybrid one, combining the vertical wheel pattern through a WhatsApp group for leadership instructions and an all-channel pattern for cross-unit coordination. In hard complaint situations, the pattern shifts to more personalized, two-way face-to-face communication. Key supporting factors include the accessibility of the WhatsApp group and supportive leadership, while key barriers include environmental noise, signal constraints, and information overload. In conclusion, the dynamics of crisis management in the field are greatly influenced by the flexibility of the application of DeVito's adaptive communication network structure/pattern, thus minimizing formal bureaucratic tensions and accelerating coordination during a crisis.
Co-Authors Riza Gusti Rahayu Ukon Furkon Sukanda