TANGGUNG JAWAB MENARA STAR TOUR DAN TRAVEL TERHADAP PENGEMBALIAN DANA PENUMPANG PESAWAT YANG BATAL BERANGKAT KARENA PANDEMI COVID-19

Abstract

One of the public transportation sectors affected by the COVID-19
pandemic is air transportation. Many cities or countries have imposed a lockdown
or social distancing system in their area, resulting in almost all flights being
cancelled. This is what causes many prospective passengers to cancel their
departure, and there are reports that there have been no refunds or delays in
refunding airplane tickets by airline ticket agents to their customers. Of course,
this phenomenon causes the rights of passengers as consumers to not be fulfilled.
The purpose of this thesis research is to examine, first, the responsibility of travel
agents for canceling passenger plane tickets during the COVID-19 pandemic.
Second, the obstacles and efforts of travel agents in carrying out their
responsibilities
This type of research can be classified as sociological-juridical research.
With a research location at the Travel Agent Office, Menara Star Tour & Travel
is on Jalan Wahid Hasim, Pekanbaru. While the population and sample are
parties related to the problem under study. This study used primary and
secondary data sources, and data collection techniques were carried out through
interviews and a literature review.
The results of the research conducted by the author are: First, when a
plane ticket cancellation has been made, the Star Tour and Travel Tower will be
responsible for all refunds for plane tickets that have been traded to consumers.
There are at least 10 (ten) people who have received flight ticket refunds in the
form of cash returns of 100% of the plane ticket price. The airline provides
responsibility by returning 100% of the ticket price value in the form of a voucher
and also applying normal regulatory refunds in cash, but with a stated time limit.
Second, the obstacles experienced by Menara Star Tour and Travel in returning
airplane tickets are due to several factors, namely airline policies, Income that
must be returned, time required, and the system used. To overcome these
obstacles, Menara Star Tour and Travel has several solutions, such as ensuring
that the refund process is carried out quickly and accurately; providing clear and
open communication to consumers; solving the problem as soon as possible; and
providing responsive customer service.
Keywords: Responsibility - Refund - Airline Passengers