1 CHAPTER III DISCUSSION A. Description of PT. Rosalia Indah 1. History of PT. Rosalia Indah PT. Rosalia Indah is one of the biggest companies in Indonesia. It provides many kinds of service.even though the main product is bus, airplane ticket alsobecomes the best-seller product for the company because of the big enthusiasm from people who want to reserve airplane ticket. The company was built in 1991, 21 March by Mr. Yustinus Soeroso and Mrs. Yustina Rahyuni Soeroso. They started to build the company in 1983, but they firstly only provide bus for transportation. At that time, the bus only took passengers from one town to other towns in one province. Becausethe competition of transportation business got stronger, in 1983, they started to develop their business by makingthe different route. It was from a town to other towns in other provincessuch asyogyakarta Solo Surabaya Malang. According to General Director of Tourism No.: 05/D.2/BPU/III/1991 on March 1991, PT. Rosalia Indah got permission to become BPU (Biro Perjalanan Wisata).The first office is located at Jalan Raya Solo Sragen KM. 7,5 Jaten, Karanganyar, Central Java. The company develops fasterbecause they always concern with the services, comfort, safety, and cleanness. Nowadays, the competition of transportation business 14
2 15 is more difficult. PT. Rosalia Indah decidestodevelop and expandtheir route, which is firstly only a route connecting cities in a province, and now becomes a route connecting cities inter province. The company always gives the number one service until now.accordingly,it becomes the best company and getsa good perception from people because the company provides many kinds of service.with more than 1000 staffs and more than 140 agents all arround Indonesia, PT. Rosalia Indah will give the best service for customer. The company has three branches in Solo now. They are located in Palur, Slamet Riyadi, and Kleco. Not only in Solo, they also have agencies and branches office in big cities all around Indonesia, from EastJava, WestJava, Lampung, and Sumatera, supported with professional staffs. PT. RosaliaIndah always givesthe best service. Accordingly, it always becomesfavorite tour and travel for people and they always use the product of Rosalia Indah.They provide not only bus ticket but also airplane ticket, railway ticket, voucher hotel, tour package, good shipping service, and travel documents. 2. Vision and Mission of PT. Rosalia Indah Tour and Travel Vision : Becoming a land transportation company connecting cities andprovincesas well asproviding high quality services for customer satisfaction and employee prosperity.
3 16 Mission: Giving the best service for getting customer satisfaction by applying Panca Pesona from PT. Rosalia Indah including : safety, cleanness, comfort, accuracy, and family. Providing the tool and infrasctructure supported with sophisticated technology. Applying a great management system supported with high quality human resources. 3. Service Products of PT. Rosalia Indah Tour and Travel a. Airline Ticket Airline ticket is one of the service products of PT.Rosalia Tour and Travel.They provide all of the airlines operating in Indonesia,for domesticflight and international flight. The airlines such asgaruda Indonesia, Lion Air, Sriwijaya Air, Air Asia, Batik Air, andcitilink. b. Tour Package The company also offers tour package for domestic and international, tourists for group and individual. c. Railway Ticket Passenger can also reserve railway ticket start from economy class till executive class for all kinds of train, such as Malabar, Argowilis, Majapahit, Pasundan, Senja Utama, and Mutiara Selatan. d. Good Shipping Service
4 17 The company also providesgood shipping service. It is PT.Rosalia Express whichserves shipping not only in a small scale but also in a big scale. There are more than 20 employees that have commitment in their job, so that the safety of baggage and the comfortof customers become a priority. The kind of services are as follows: 1) Regular service 2) One day service 3) Door to door service 4) Pool to pool service 5) Packing & repacking 6) Electronic package 7) Motorcycle package 8) Good removing package 9) Trucking e. HotelVoucher The company also provides hotelsvoucher. Customer can book hotel in all over Indonesia. They can book by telephone, or come to office directly. f. Travel Documents The company also provides product for making travel documents, such as visa and passport.
5 18 g. Bus Ticket This is the main product ofpt. Rosalia Indah. There are many kinds of bus classes here such as executive, patas, super executive, non AC, and VIP. 4. Reservation system for airplane ticket in PT. Rosalia Indah Tour and Travel : There are some media such as phone, walking guest, , and message that makepassenger easy to make reservation in PT. Rosalia Indah Tour and Travel which are as follows : a. Phone Having a reservation by phone is very easy and beneficial although it has some weaknesess from it. Most of the reservation accepted by PT. Rosalia Indah come from phone. Thus, the ticketing staff should be ready, fast, accurate, carefull, friendly, and kind in making reservation and transaction with passengers which will create a good impression and excitementfrom the passengers.if passengers havemadereservation by phone, they will get booking code as the proof that the data has been put on the reservation system. The data will be savedin the system before time limit.if it is put more than time limit, the system will automatically cancel those data. Accordingly, the ticket must be issued before time limit.making reservation by phone is the common way to reserve airplane ticket. The passengers can easily call the office without coming to the office. Through this way, passengers will get information quickly but it certainly needs a very fast response from the ticketing staff.in
6 19 this case, you can only call during office hour. If you call out of office hour, they will not answer your phone.every ticketing staff should give good service. By giving good service, the customers will feel comfortable when reserving something. When passengers reserve ticket by phone, they should give the departure schedule (time and date),kind of plane, and seat class. Then, they will get booking code and time limit. After that, they sould confirm about the ticket with the staff before the time limit. If they pass over the time limit, the ticket will automatically be canceled. b. Walking Guest The ticketing staff will get a great impression from customer if they directly greet the guest with a friendly smile and offer of help. It is because it will make customers feel comfortable during reservation process. Making reservation by walking guest is the best way to have a reservation because passengers will have more time to ask about everything and get many information than making reservationby phone, message or . After having a reservation, passengers will get the print out from ticketing staff which contains booking code and time limit. After that, they should confirmabout the departure before time limit.when passengers come directlyto PT. Rosalia Indah Tour andtravel for having reservation, it will be beneficial for passengersbecause they have more time in doing reservation and getting more information about everything than having reservation by phone, message or . Then, they will get booking code and print out from their reservation
7 20 c. Message A passenger can also have a reservation by message, but when they send a message they should give the time and date of departue, kind of plane, and the type of class. Then the staff will reply it by giving booking code, time limit, and price. d. Besides those ways above, making reservation by is also the common way that is usually used by the passenger for booking airplane ticket. Therefore, the ticketing staff should check everytime and it is hoped that there willnot be anymisscomunication between the passengers and the staff. Like the other ways above, when passenger send an , they should complete the with the date and time of departure, kind of plane as well as the class. Then theticketing staff will reply the . B. The Job Training Activities PT. Rosalia Indah Tour and Travel is located at Slamet Riyadi street 469 Kleco, Central Java. It is one of the transportation companies that develops quickly until now and gets a good perception from people. It is also trusted by people as a good transportation company because of the services. Therefore, the writer choosen this company to do job training during a month. The writer started to do the job training from 1-30 September, She started to work from 8 am until 5 pm,
8 21 except on Sunday. During the job training the writer did many kind activities that is related to English. Every morning she should made broadcast message about plane ticket promo, tour package and travel documents in English. After that, she should sent the message in all contact in Blackberry Messenger. Besides, the writer ever got the job to make an in English when she was asked to sent an for other companies, for example when she should made an for booking hotel in Singapore. The writer also had a job to translate about offering letter and corporation offering letter using English. Thus, the English skill of the writer was very useful during the job training. However, the main job of the writer was helping to handle ticketing reservation of airplane in all airlines, such as Garuda Indonesia, Lion Air, Citilink, Sriwijaya Air, and Air Asia. She also answered telephone and follows some meetings. In answering telephone, she helped the employees handle such questions by looking at the flight schedules on-line and helped the employee of making reservations. She always helped all kinds of job from other employees during the job training.
9 22 C. The Procedure of Handling Garuda Indonesia Ticket Reservation by Online System 1. The procedure of Garuda Indonesia ticket reservation Garuda Indonesia airline in PT.Rosalia Indah Tour and Travel uses online system. The procedureof Garuda Indonesia ticket reservation with online system are as follows : a. Ticket booking of Garuda Indonesia airline This is the first step of booking ticket. Before booking the plane ticket, ticketing staff should get information from passengers about flight route, flight timing, the plane, and number of passenger. They also should know about the complete name of passenger based on the identity card, gender, and phone number. Here, the step of booking Garuda Indonesia ticket : 1) Sign in The ticketing staff should sign in by inputting code as a password and user name. Every staff has different password and username which isonly known by the ticketing staff. This is the example of code asusernamein using Garuda Indonesia websiteof PT. Rosalia Indah Tour and Travel. SSULARTO.SOCGI2106
10 23 2) Avalaible Display Showing information about flight schedule and avalaible seat. By completing the date, month, and flight route. AN20NOVSOCCGK <enter> Note : AN 20NOV SOCCGK = Mandatory = Month and date of departure = Three-letter codes for flight Solo Jakarta Then, it will be displayed as follows: > GA 223 J9 C9 D9 Y9 B9 M9 K9 / SOC CGK N9 Q9 GL T9 V9 S9 Note : GA = Garuda Indonesia code 223 = flight number J-C-D-Y-B-M-etc SOCCGK Avalaible seat = Class/sub class = Origin/destination = for example, J9-C9- D9-etc, it means that there are still nine seats which are available.
11 24 As we know, every airlines have their own flight, they are international flight and domestic flight. According to ABC World Airlines the name of city or country always used three letter. So, it usually called by Threletter codes. Table 3.1:Three letter codes for domesticflights No. Cities Codes No. Cities Codes 1. Ambon AMQ 14. Ujung Pandang UPG 2. Ampenan AMI 15. Medan MES 3. Balikpapan BPN 16. Menado MDC 4. Banda Aceh BJT 17. Padang PDG 5. Balikpapan BDJ 18. Pekanbaru PKU 6. Bandung BDO 19. Palembang PLM 7. Biak BIK 20. Pangkalpinang PGK 8. Denpasar DPS 21. Pontianak PNK 9. Jambi DJB 22. Semarang SRG 10. Jogjakarta JOG 23. Surabaya SUB 11. Kendari KDI 24. Tanjung Pandan TJQ Kupang T Tanjung Pinang a KUE TNI Tarakan Teluk Betung TRK TKC Sources : Dokumen Tiket express Tour & Travel Surakarta
12 25 Table 3.2:Three letter codes for Internationalflights Cities Codes Cities Codes 1. Amsterdam AMS 9. Kuala Lumpur KUL 2. Athena ATH 10. New York NYO 3. Bangkok BKK 11. Paris PAR 4. Bombay BOM 12. ROMA ROM 5. Colombo CMB 13. Singapore SIN 6. Frankfrut FRA 14. Sydney SYD 7. Hongkong HKG 15. Taipeh TPE 8. Karachi KHI 16 Tokyo TYO Sources : Dokumen Tiket express Tour & Travel Surakarta Table 3.3: Abbreviations for months No. Months Abbreviation No. Months Abbreviation 1. January JAN 7. July JUL 2. February FEB 8. August AUG 3. March MAR 9. September SEP 4. April APR 10. October OCT 5. May MAY 11. November NOV 6 June JUN 12. December DEC Sources : Dokumen Tiket express Tour & Travel Surakarta
13 26 3) Booking Seat Booking seat by completing the number of passenger and choosing the seat class. SS1YI <enter> Note : SD = Mandatory 1 =Flight segment Y = Class of passenger 1 = Number of passenger 4) Name Information To write the name of the passenger and the status (MR/MRS/MS) Example : NM1AISYAH/DWI PUTRI MS <enter> Note : NM = Name element 1 = One person AISYAH/DWI PUTRI MS = Name of passenger = Status of passenger 5) Contact Information Containing the information about contact person/local contact of passenger. APA ROSIN TRV CO ASIH APM CO PAX <enter> <enter>
14 27 Note : AP APA APM ROSIN = Contact code/number = Mandatory agency contact = Mandatory mobile contact = Name of the company (Rosalia Indah) 6) TKOK <enter> 7) RFPAX <enter> 8) ER <enter>2x 9) FXX/R,U <enter>to check the ticket pricefor domestic fare FXX <enter> To check the ticket price for international fare b. Issuing ticket of Garuda Indonesia airline After booking ticket,theticketing staff will give information about the time limit and booking code for prospective passenger, then passenger should confirm to the ticketing staff before the time limit. After confirmed by passenger, the staff should issue ticket in advance. The steps of issuing Garuda Indonesia ticket are as follows : 1) RT YIFUKL or RT/AISYAH <enter> Note : YIFKUL AISYAH = Booking code = Passenger s name 2) FXP/R,U <enter> 3) FPCASH <enter>
15 28 4) FM5 <enter> 5) RFPAX <enter> 6) TTP/RT <enter> 7) RT <enter> 8) <enter> 9) ITRD <enter> 10) The ticket will be printed c. End of Transaction End of Transaction is the last segment of Garuda Indonesia ticket reservation. The last segment will show the booking code and the price of the ticket. Then, it will be displayed as follows : RP/SOCGI2106/SOCGI2106 AT/GS 24JAN16/0439Z YIFUKL 1.AISYAH/DWI PUTRI MRS 2 GA 223 S 22FEB 1 SOCCGK HK *1A/E* 3 APA ROSIN TRV CO ASIH 4 APM CO PAX 5 TK OK24JAN/SOCGI OPW-25JAN:1100/1C7/GA REQUIRES TICKET ON OR BEFORE 26JAN:1100/S2 7 OPC-26JAN:1100/1C8/GA CANCELLATION DUE TO NO TICKET/S2 >
16 29 LAST TKT DTE 22FEB16 - DATE OF ORIGIN <PRIVATE> AL FLGT BK T DATE TIME FARE BASIS NVB NVA BG SOC JKT GA 223 S S 22FEB 0740 SOX 20 IDR FEB16SOC GA JKT IDR END IDR 5000YR IDR 30000D5 IDR 62000ID IDR Note : AISYAH/DWI PUTRI MS YIFUKL GA 223 S 22FEB HK1 = Passenger s name = Booking code = Code and flight number = Sub class = Date offlight = The status is ready for one passenger 0740 = ETD ( Estimate Time of Departure ) 0855 = ETA ( Estimate Time of arrival )
17 30 APA APM OPC-26JAN:1100 = Telephone number of agency = Telephone number of passenger = Time limit (the last time to confirm the ticket until twenty sixth january at eleven a.m.) IDR = The ticket price 2. Ticket time limit Ticket Time Limit is the time limits given to passengers to confirm the ticket. If they do not confirm with ticketing staff the ticket will be canceled, if it passes over the time limit. But, if the passenger comes into the office and pay for ticket, the time limit will not be written in the ticket and the ticket will be issued by the ticketing staff. Example : >OPC-26JAN:1100/1C8/GA CANCELLATION DUE TO NO TICKET/S2 The example above, shows that the time limit of the ticket is on twenty sixth January before eleven am. Note : OPC 26JAN:1100 = Mandatory = Time limit (time and date)
18 31 3. Data written in the ticket The ticket contains the following data : a. Booking Reference Booking reference is booking code after the process of booking ticket is done. Example : YIFUKL b. Passenger Containing the name of passenger according to the identity and the status (MS/MRS/MR/MISS). Example : AISYAH/DWI MISS c. Ticket Number Mentioning the number of flight. d. From/To Explaining the origin place and the destination place by using three-letter codes. Example : SOC for Solo and CGK for Jakarta e. Flight Explaining the number of flight that will be used. Example : GA531 f. Baggage Explaining the weight of the baggage that will allow for passenger. g. Last Check-in Explaining the last time for check in.
19 32 h. Fare Containing basic fare of the ticket based on the class and the route. i. Taxes Containing the tax that should be paid by passenger. But, Garuda Indonesia airline only takes 10% for one ticket. j. Class Explaining the seat class of passenger. D. Problems in Handling Ticket Reservation 1. Technical Problem Techinal problem is the common problem that is usuallyfacedwhen reserving plane ticket. It can be a fatal problem if the ticketing staff dowhen having ticket reservation. For example, when the ticketing staff enter the wrong name or telephone number,but the name of the passenger should be same with the identity card. The staff should check for all the passenger s data when booking plane ticket to minimize the mistake.thus, I suggest every ticketing staff should be more carefull and pay more attention when booking plane ticket. Theyshould learn from the past sothey will not make the same mistake.it should be overcome indeed because it disturb their job and make customers feel dissapointed. In order to minimize the mistake I think the company should make training programfor all the ticketing staff once in a month.
20 33 2. Slow Internet Connection The slow internet speed is the disturbing thing inticket reservationprocess. Because, if the internet speedruns slowly disturbing the process of ticket reservation.for example, when there is apassengers asking to issue ticket but the internet speedruns slowlywhereas the ticket will be used as soon as possible, it makes customers waiting.i suggest that the company should change the intenet connection into the better one and increase the use of internet, it means they only use internetfor important thing. Because of the internet connection is the main thing when booking plane ticket, to keep the internet connection good they can use an amplifier signal. 3. Error System Error system is the problem that often happens.the system or website used to reserve theplane ticket can get error every time.it often happens duringthe process of booking plane ticket. For example, when the ticketing staff do the wrong step it makes the website get error, then it cannot be used in a while. I suggest for the ticketing staff that they should be more carefull when using the website and stay focus when booking ticket.