ABSTRACT
This final project was written based on the job training which was done in Sriwijaya Air TTO District Solo within 2 months. The objectives of this final project are to know the quality of service in Town Ticketing Office of Sriwijaya Air District Solo, to describe the process of ticketing and reservation with online system in Town Ticketing Office of Sriwijaya Air District Solo, and to find out the problems that often occur in ticketing and reservation process and the solutions to overcome the problems in Town Ticketing Office of Sriwijaya Air District Solo.
Based on the observation that was done during the job training, Sriwijaya Air TTO Solo has a good quality of services that is provided to satisfy passengers and it can be seen from the facilities and the products available. Besides, there are some activities done by reservation and ticketing division. Their responsibilities are helping passengers in making ticket reservation, checking in, rebooking, refunding, issuing ticket, and giving information that related to the flight.
The writer finds out that there are some problems which often occur in ticketing and reservation operations of Sriwijaya Air TTO district Solo and the solution to overcome the problems. The problems are mostly caused by human error but also can be caused by the online system. In order to minimize the error, the writer suggests the staff to be more careful in inputting the data, to remember to re-confirm the data to the passengers, and to have a good communication with the passengers and avoid miscommunication.