PENANGANAN SISTEM REFUND PADA PT. INDONESIA AIR ASIA DI BANDAR UDARA HUSEIN SASTRANEGARA BANDUNG

VITA, NURUL HUSNI (2021) PENANGANAN SISTEM REFUND PADA PT. INDONESIA AIR ASIA DI BANDAR UDARA HUSEIN SASTRANEGARA BANDUNG. D4 thesis, Poltekpar NHI Bandung.

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Abstract

This study aims to determine how to handle the AVA (AirAsia Virtual Allstar) refund system implemented by PT. Air Asia Indonesia, seen from four aspects, namely speed, accuracy, friendliness, and comfort. This study uses a qualitative descriptive method with data collection techniques through interviews and field observations. Key informants include managers, supervisors, company employees, and AirAsia passengers. Observations were made twice in a period of three months. Based on findings in the field, the AVA (AirAsia Virtual Allstar) refund system is good in terms of speed and accuracy, but is still weak in terms of friendliness and comfort. Therefore, this study recommends backing up this system with qualified human resources, so that the inconvenience problem experienced by some passengers can be resolved. Keywords: Refund system, AVA (AirAsia Virtual Allstar), passenger comfort

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