CHAPTER IV CONCLUSION AND SUGGESTION. A. Conclusion. with the customers in a right way. Based on the discussion, it can be concluded

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1 CHAPTER IV CONCLUSION AND SUGGESTION A. Conclusion By doing the job training in Sriwijaya Air TTO Solo, the writer got many new experiences and valuable knowledge about ticketing and reservation. The writer also learnt how to work individually and in group, and how to communicate with the customers in a right way. Based on the discussion, it can be concluded that: 1. The quality of services that provided by Sriwijaya Air TTO is fair. The staffs of Sriwijaya Air TTO have good skills in flight industry. They are graduated from flight academies prepared to be a good airline s staff, and to be able to serve the passengers with good services and wide knowledge about airline and everything that are related with it. Sriwijaya Air TTO uses online system for all of the services which make the steps of reservation, check in, refund, rebook, and invoice faster. Beside online system which makes the steps of the services faster, Sriwijaya Air TTO also provides some facilities which are expected to make the passengers feel more comfortable. The facilities are toilet, air conditioners, telephones, chairs, computers, printers, car, etc. Unfortunately some of the facilities which are provided are too old and a bit unfit to be used, for example there are some chairs which are already torn, and the car which is too old and not comfortable to ride. It will be good if Sriwijaya Air TTO

2 improve some old facilities to be new one. From that fact it can be concluded that the quality of service in Sriwijaya Air TTO is fair because there are some strengths and also weaknesses which still need some improvements. 2. The process of ticketing and reservation in Sriwijaya Air TTO Solo are: a) Signing In The first step of ticket reservation is signing in to online system. After entering the web address, the staff then must sign in with his/her user name and password. Every staff has his/her own user name and password, so that if accidentally there is a mistake, the one who make the mistake will be known from the user name which is shown. b) Selecting Route When the staff has signed in successfully, he/she then should select the route, departure date, and the number of the passenger(s) to see whether the seat which is needed by the passenger is still available or not, and also how much the fare is. c) Inputting Passengers data After the staff re-confirm the route and the fare to the passenger and the passenger is willing to book the ticket, the staff should enter the passenger s data which are needed such as, full name that is the same as the one on ID card, contact number, and DOB for infant and children. d) Checking and re-confirming the PNR (Passenger Name Record) to the passenger whether the name and the route are correct or not, and then informing the time limit and the fare of the ticket.

3 e) Issuing Ticket Issuing ticket can only be done by accounting staff, so the passenger can go directly to cashier and then pays the ticket. After the ticket has been issued, the ticket status will turn from Hold to Confirm, and then the ticket can be printed. f) Issuing Invoice The staff makes an invoice as an evidence of transaction. g) City checking in City check in can be only done at Town Ticketing Office one day before the departure date. The passengers must bring the ID card to do city check in. Infants and passengers with wheelchair services are not allowed to do city check in and they must do check in at airport. h) Rebooking and Refunding Rebook and refund are not a step in ticket reservation, but it also the duties of ticketing and reservation staff. 1) The steps of rebooking a ticket are: a. Open the booking code b. Click the Rebook option c. Choose the new schedule d. Click Rebook/Rebook IROP e. Add remark: RBK FRM SJ211 2) The steps of refunding are: a. Open the booking code

4 b. Print the ticket c. Add remark: TKT WILL REFUND INFO BY (passenger s name+contact number)//(officer Initial) d. Click Refund/Refund IROP e. Print history 3. The problems that often occur in ticketing and reservation processes and the solution to overcome the problems in Sriwijaya Air TTO Solo are: 1) Time limit Informing the time limit to the passenger who books the ticket by phone is a very important thing. If the staff do not inform the time limit to the passenger, so that the ticket will be expired before the passenger pays it. The solution of this case is by rebooking a new ticket. 2) Typo Typo mostly happens when inputting the passenger s data. It can be passenger s name, gender or contact number. If the mistake was found before the ticket is issued, the solution is by booking a new ticket as soon as possible to avoid upgrading class. However, if the ticket has already issued, the only solution is by making a remark on the ticket about the mistake and the correct one. 3) City Check In Procedures There are some problems that happen in city checking in. The most case which happened was about ID card. The procedure of city check in is by bringing the ID card of the passengers, but some passengers come alone

5 to TTO and do not bring the other passengers ID card. If this case happen, the passenger that does not bring the ID card cannot does city check in. The solution of this case is by giving some options to the passenger whether he/she can check in at airport, or if he/she really wants to check in at TTO he/she can ask the other passenger to send the photo of the ID card by messenger or asks he/she to come to TTO and to bring the ID card. 4) Rebook Process In rebooking a ticket the staff needs to change the schedule with online system. There are some rules in rebooking a ticket. The mistakes that mostly happened in rebooking flight is in choosing the schedule or the class, which is not appropriate with the rules. If the mistake in rebooking happened, usually there will be the fee that must be paid. If the passenger does not want to pay that fee, the person who does the mistake cannot force the passenger to pay because it was his/her fault, so the solution was he/she must pay the fee that should be paid by himself/herself. Based on the description above, it can be seen that the errors are mostly caused by human errors. In order to avoid those errors, the staffs must be really careful and thorough in serving the passenger and also in inputting the data. One thing that also must be done by the staffs is re-confirming the data/information to the passenger, so if there is a mistake the staff can correct it as soon as possible. Moreover, it will be better if Sriwijaya Air hold an annual training for the staffs in order to improve and to maintain the staffs skill.

6 B. Suggestion 1. Sriwijaya Air Town Ticketing Office Solo Sriwijaya Air TTO Solo should pay attention to some aspects such as: a) Sriwijaya Air should continue to improve the quality of services. Sriwijaya Air has many strategies to improve passengers, for example by making some promotions, discounts or other events. It will be better if Sriwijaya Air do more promotions that will catch passengers attraction to use its services. b) In order to be more competitive among other airline companies, Sriwijaya Air should try to improve the facilities. Currently, the airline companies compete to provide better and futuristic facilities to increase the number of the passenger. From that fact Sriwijaya Air needs to be more creative and innovative in providing the services or facilities that will catch passengers attraction. For example, Sriwijaya Air can start to use online system for check in, so the passengers do not need to come to TTO or arrive at airport earlier and they can check in wherever and whenever they want easily, because people in this era tend to like simple and easy things. From the discussion above, it can be seen that human error is the problem that mostly occur in ticketing and reservation division. From that fact, it will be better if the ticketing and reservation staffs are more careful and thorough in inputting the data and information, also the most important thing is to remember to re-confirm the data and information to the passengers. Moreover, it will be

7 better if Sriwijaya Air hold an annual training for the staffs in order to improve and to maintain the staffs skill. 2. English Diploma Program Students The writer expects this final project report will be useful to English diploma program s students who take tourism major as a reference to write final project report. From this final project report, hopefully the students will be able to know about the ticketing and reservation activities in airline especially in Sriwijaya Air.

CHAPTER III DISCUSSION. A. Sriwijaya Air. Bundjamin, and Andy Halim. Sriwijaya Air made the routes of its first flight from

CHAPTER III DISCUSSION. A. Sriwijaya Air. Bundjamin, and Andy Halim. Sriwijaya Air made the routes of its first flight from CHAPTER III DISCUSSION A. Sriwijaya Air The name of Sriwijaya Air was taken from the name of Sriwijaya Empire. It was built on November 10 th 2003 by Hendry Lie, Chandra Lie, Johannes Bundjamin, and Andy