<![CDATA[AbstrakMeskipun mengalami penurunan penumpang akibat adanya pandemi COVID-19 tapi tetap saja penumpang dari pesawat udara tidaklah sedikit dan terus meningkat seiring berjalannya waktu. Maka dari itu industri penerbangan memerlukan petugas pelayanan bagasi yang profesional atau juga dikenal dengan petugas Unit Lost and Found. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana penanganan oleh Unit Lost and Found terhadap bagasi yang rusak dan apa saja kendala yang dihadapi pada masa pandemi COVID-19 di maskapai Garuda Indonesia di Bandar Udara Internasional Supadio Pontianak. Penelitian ini merupakan penelitian kualitatif dengan menggunakan data primer dan sekunder. Data primer diperoleh langsung dengan cara wawancara dan observasi terhadap petugas Unit Lost and Found serta data sekunder diperoleh secara tidak langsung dari berkas-berkas laporan penanganan bagasi rusak di Bandar Udara Internasional Supadio Pontianak, penelitian terdahulu serta internet. Teknik analisis data yang dupakai adalah pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian ini menjelaskan penanganan kerusakan bagasi oleh Unit Lost and Found yang sesuai dengan Standart Operationg Procedure/SOP yang berlaku. Dalam menangani kerusakan bagasi terdapat beberapa kendala yaitu, tidak adanya kesepakatan ganti rugi, kekurangan petugas, kesalahan sistem komputer, kurangnya pemahaman terhadap Word Tracer. Perbedaan pada masa pandemi COVID-19 petugas Unit Lost and Found harus menerapkan protokol kesehatan 5M (memaki masker, mencuci tangan, menjaga jarak, menjauhi kerumunan, membatasi mobilitas)Kata Kunci: Lost and Found, Bagasi Rusak AbstractAlthough it has decreased due to the COVID-19 pandemic, there are still few aircraft from the air and it continues to increase over time. Therefore, the aviation industry requires professional baggage service officers or also known as Lost and Found Unit officers. The purpose of this study was to find out how the Lost and Found Unit handled damaged baggage and what were the obstacles faced during the COVID-19 pandemic on Garuda Indonesia airline at Supadio Pontianak International Airport. This research is a qualitative research using primary and secondary data. Primary data were obtained directly by means of interviews and observations of the Lost and Found Unit officers and secondary data obtained indirectly from the report files for handling damaged baggage at Pontianak Supadio International Airport, previous research and the internet. Data analysis techniques in this study are data collection, data reduction, data presentation and conclusion drawing. The results of this study explain the handling of baggage damage by the Lost and Found Unit in accordance with the applicable Standard Operating Procedure/SOP. In dealing with baggage damage, there are several obstacles, namely, the absence of a compensation agreement, shortage of officers, computer system errors, lack of understanding of Word Tracer. As for the difference during the COVID-19 pandemic, Lost and Found Unit officers must apply Protokol Kesehatan 5M (The 5M Health Protocol), namely wearing masks, washing hands, keeping distance, staying away from crowds and limiting mobility.Keyword: Lost and Found, Damaged Baggage]]>
