Tanggung Jawab Layanan Bagasi (Baggage Handling) Pada Maskapai Penerbangan PT. Garuda Indonesia - Sitti Masrifah (Research and Development Agency of The Ministry of Transportation, 2012)
The analysis result shows that the main problems are in terms of lost, damage and pilferage, there are approximately 45 cases/day or 1,356 cases/month. Meanwhile, damage compensation according to the type, brand, size and shape of the baggage, for the case of lost and destroyed is ranged from Rp 200,000/kg to Rp 4,000,000/passenger and compensation for delay is Rp 200,000/day. Therefore, PT Garuda Indonesia has conducted an evaluation on the problems by improving its baggage handling services in certain methods like: additional personnel, more proactive Branch Office in the control and surveillance of loading/unloading processes and firmness in personnel who conduct pilferage and damage to passengers’ baggage.Hasil analisis ditemukan permasalahan yang utama diantaranya baggage handling (Lost, Damage, Pilferage) rata-rata sebesar 45 kasus/hari atau 1.359 kasus/bulan, dengan ganti rugi kerusakan dengan penggantian sesuai jenis, merk, ukuran dan bentuknya, kehilangan dan musnah sebesar RP. 200.000,- /kg dan maksimal Rp. 4.000.000,-/penumpang, keterlambatan dengan uang tunggu sebesar Rp. 200.000,-/hari, untuk itu PT. Garuda dengan mengevaluasi permasalahan tersebut dengan meningkatkan layanan bagasi antara lain: perlu penambahan SDM, Branch Office lebih proaktif dalam pengendalian dan pengawasan proses loading/ unloading, ketegasan kepada oknum SDM yang melakukan kecurangan/pengrusakan bagasi.