<![CDATA[Travel agencies have faced significant challenges due to declining sales, particularly in North Sumatra, including PT. Narasindo Tour and Travel. Despite reduced demand, the company continues to bear operational costs such as employee salaries. In response, many agencies have adopted alternative measures such as refund vouchers and deposit top-ups for domestic airline tickets. This study aims to (1) examine the online ticket booking procedures at PT. Narasindo Tour and Travel Medan, (2) identify the obstacles in ticket sales during the Covid-19 pandemic, and (3) evaluate the company’s sales targets during the 2020–2021 pandemic period. The research employs a descriptive quantitative approach, with data collected through observations, questionnaires, and documentation at PT. Narasindo Tour and Travel. The findings reveal that ticket bookings are processed via the via.com platform, streamlining tasks from flight requests to ticket issuance. However, several obstacles were identified, including limited staff proficiency in computerized systems, technical issues such as unstable internet connections, and the impact of the pandemic itself. The company failed to meet its annual sales target of 1,800 tickets, selling only 408 in 2020 and 146 in 2021. The study recommends strategic improvements in human resources and digital infrastructure to enhance future sales performance.]]>
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