Effectiveness of Garuda Indonesia Self Check-In on Services and Operations at Soekarno-Hatta International Airport

Salsabilla Haura Friskasari (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)
Brendha Chintya Conny (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)
Dinar Dewi Kania (Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia)

Jurnal Siber Multi Disiplin
Vol. 3 No. 4 (2026): Jurnal Siber Multi Disiplin (Januari - Maret 2026)

The self check-in process remains a challenge for elderly passengers due to their unfamiliarity with technology. This study aims to evaluate the effectiveness of self check-in services and operations at Soekarno-Hatta International Airport. Using a descriptive qualitative method and interviews as the primary data collection technique, the findings revealed that PT. Gapura Angkasa (Garuda Indonesia) collaborates with several vendors to offer self check-in. These self check-in employ techniques such as entering booking numbers, ticket numbers, and passport scans. A major drawback identified is the potential misuse of booking numbers or tickets, although identity verification is conducted at the boarding gate. The self check-in provide bilingual options in Indonesian and English to enhance usability. However, passengers unfamiliar with technology, particularly the elderly, may still encounter difficulties. To prevent long queues, check-in staff are available to assist passengers.