ABSTRACT
This final project report is written based on the job training in Lost and Found Unit Soekarno Hatta International Airport, Jakarta. The objectives of this final project report are to explain the Lost and Found Unit and to know the customers satisfaction on the services of Lost and Found Unit International Arrivals Soekarno Hatta Airport Jakarta.
The report shows that Lost and Found Unit is a place to report any missing, found, or damaged baggage. Lost and Found Unit works as a “bridge” between passengers and the airlines company to do the tracing. Tracing procedure is done based on the regulations of IATA using World Tracing System.
The report also shows that the customers satisfaction on the services of Lost and Found Unit Soekarno Hatta International Airport run by PT Gapura Angkasa is high. It can be seen from some aspects such as staffs’ kindness, staffs’ services, staffs’ working performance, and time period of baggage receiving. This result can be maintained by being more professional and patient in facing passengers.