Overcoming Problem As A Ticketing Staff Of Not Being Allowed To Book And Issue The Tickets At TIKI Wisata Travel.

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i Maranatha Christian University

ABSTRACT

Tugas Akhir ini terdiri dari empat bab yang berisikan analisa masalah dan pengalaman yang saya dapatkan dalam proses magang yang telah saya tempuh di Biro Perjalanan TiKi Wisata Bandung pada bulan Juni sampai Agustus 2011. Tujuan penulisan Tugas Akhir ini adalah untuk menemukan pemecahan masalah yang terbaik berdasarkan hasil studi pustaka dan pengalaman magang.

Bab pertama berisikan identifikasi masalah yang saya temukan, yaitu tidak adanya kesempatan bagi saya dalam hal pencetakan tiket selama magang. Bab kedua menganalisa sebab dan akibat dari masalah yang dihadapi selama magang. Bab ketiga menganalisa tiga solusi untuk

menghadapi masalah tersebut, pertama yaitu dengan cara belajar dari staf lainnya dengan melakukan observasi bagaimana cara melakukan

pengisian dan pencetakan tiket dengan benar, kedua dengan cara

melakukan pendekatan dan bertanya kepada rekan kerja untuk melakukan pengisian dan pencetakan tiket, dan yang terakhir adalah dengan

melakukan pengisian maupun pencetakan tiket dengan didampingi oleh rekan kerja yang lebih senior. Bab keempat berisikan kesimpulan dari analisa masalah yang dihadapi.

Solusi terbaik untuk menghadapi masalah yang dihadapi selama magang adalah berupa gabungan dari ketiga pilihan solusi, yaitu belajar dari rekan kerja yang lebih senior melalui observasi, melakukan

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iv Maranatha Christian University

APPENDIX A

FLOWCHART

p

As a junior ticketing staff, I was not allowed to book and issue the tickets for the customers at TW 1. I was a new and inexperienced staff at TW

Travel.

2. The two of my senior staff did not delegate the task to me for fear that I would make mistakes in the process of booking and issuing the tickets.

3. TW Traveli would have to accept the consequences if I made a mistake in the process of booking and issuing the tickets.

1. As a ticketing staff at TW Travel, I gained limited experience.

2. It is time inefficient both for the customers who have come to TW and I.

3. The senior ticketing staff has to spend more time to do ticket booking and issuing for my customers.

I learn from my senior ticketing staff by observing the way they book and issue the ticket for the customers. 1. I will know the right

procedure to book and issue the ticket.

1. The senior ticketing staff may feel inconvenient.

I take initiative to approach and ask the senior staff to personally teach me how to book and issue the tickets. 1. It is easier for me to

understand how to book and issue the ticket.

2._{It creates better working}

environment.

1. It is time consuming for me and my senior ticketing staff to learn how to book and issue the tickets.

I learn to perform my task while accompanied by the senior ticketing staff. 1. The senior ticketing staff could

fix my mistakes immediately.

2._{I will know at that moment what I} should do next in booking and issuing the tickets.

1. I, as a junior ticketing staff might depend on my senior staff in the processes of booking and issuing the tickets.

I learn from my senior ticketing staff by observing the way they book and issue the ticket for the customer’s also taking initiative to approach and to ask the senior staff to personally teach me how to book and issue the tickets and I learn to perform my task while accompanied by the senior ticketing staff.

Causes of the Problem Effects of the Problem

Potential Positive Effects Potential Negative Effects

1st Potential Solution

2nd Potential Solution

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APPENDIX D

THE LIST OF INTERVIEW QUESTIONS

1. What is your name?

2. What is your background of the study?

3. What is your job title?

4. How long have you been working as a ticketing staff?

5. Could you tell me your job descriptions?

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APPENDIX E

THE TRANSCRIPTION OF THE INTERVIEW

Name of Interviewee: Nesya

Day/ Date : January 30, 2012

Time : 11.00 AM - 01.00PM

Venue : TiKi Wisata Travel Bandung

ALICE Siang mbak. Bisa diperkenalkan ehh dulu namanya siapa?

NESYA Boleh. Nama saya Nesya. Umurnya 19 tahun. Latar belakang

pendidikan saya dari Sekolah Pariwisata.

ALICE Eehh... Pengalaman kerjanya ehh berapa lama trus, sebagai

apa gitu?

NESYA Pengalaman kerja saya satu tahun di travel Java Star, eeh

untuk bagian tiket domestik.

ALICE Berarti bagian tiketing yah?

NESYA Iyah.

ALICE Kalau di Tiki Wisata sendiri sebagai tiketing staff juga ya?

NESYA Iyah,Ticketing staff.

ALICE Pekerjaan.. Kalau boleh tahu pekerjaan ticketing staff itu apa

aja ya. Mulai dari apa..eeh. apa gitu..

NESYA Ooo boleh. Eeh.. Pekerjaannya sih paling kalau misalnya ada

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penerbangan nanti kita bisa bantu. Gitu...

ALICE Mulai dari apa?

NESYA Mulai dari pengecekan jadwal, misalkan reservasi tiket yah.

Contohnya tahap- tahap pertama itu pengecekan jadwal,

setelah itu pembookingan dan terakhir mhh pengissuean

ticket.

ALICE Ehmm, oia mbak, saya masih ada satu hal yang mau saya

tanyain yah...

NESYA Heeh.

ALICE Berhubungan dengan issuing ticket, bisa diceritain ga proses

issue proses issuing ticket dari awal sampe akhirnya itu kayak

gimana?

NESYA Boleh. Hhh, pert... langkah pertama itu kita mengecek jadwal,

klo misalnya udah confirm orangnya nanti kita booking, klo

misalkan orangnya jadi, jadi issued gitu, kita mhh bisa bantu

issued buat issuedin tiket ehh penumpangnya.

ALICE Berarti proses dari awal sampe akhirnya, ehh pengecekan

jadwal dulu yah?

NESYA Iyah, pengecekan jadwal...

ALICE Trus...

NESYA Pembookingan langsung pengissuedan tiket.

ALICE Ohh, itu mhh issuing tiket itu.

NESYA Iya.

ALICE Mhh, oke deh gitu aja. Makasih mbak atas waktunya

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1 Maranatha Christian University

CHAPTER I

INTRODUCTION

A. Background of the Study

Working in a travel agent is one of the choices that is available in

Bandung. It is stated in Merriam Webster dictionary that, “Travel agent

is an agency engaged in selling and arranging transportation,

accommodations, tours and trips for traveler” (par. 1). In Bandung,

tourism industry has been developing from year to year. In an article

posted by PT. Bandung Media Televisi Indonesia, I notice that based

on PHRI (Perhimpunan Hotel dan Restoran Indonesia) Bandung city

survey, it is stated that the contribution to PAD (Pendapatan Asli

Daerah) Bandung from tourism industry is almost 67% (par. 2).

Bandung has become one of popular destinations for domestic and

foreign tourists. Therefore, using the service of a travel agent is

important to arrange the trip. In addition, people in Bandung also go to

a travel agent to buy tickets for travelling to other cities in Indonesia by

trains or airplanes. As a result, the staff of a travel agent have to be

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One of travel agents in Bandung is TiKi Wisata (henceforth, TW).

The office is located in Buah Batu Regency Blok A-1 No 6/7 Bandung.

It opens from 9:00 AM to 5:00 PM from Monday to Friday, and on

Saturday it opens from 9:00 AM to 1:00PM. I choose TW as the place

of my internship because this travel agent is still new and developing.

This situation gives me more chances to learn about travel agency.

Besides, TW has a good reputation as one of the travel agents in

Bandung that gives services in ticketing, hotel voucher, and tour

packages. There are five employees working at TW Travel.

During my internship, I worked as a junior ticketing staff to help my

senior ticketing staff. Ticketing staff is a staff employed by a tours and

travel agency to give services related to tickets arrangement for the

travelers. Widjaja states that a ticketing staff should know things such

as “time schedule” (airplane, train, etc) (32), “ticket reservation” (32),

“types of tickets” (domestic and international) and “kinds of tickets

available” (first, business or economy class) (38), “tickets validity” (39),

and “ticket issuing” (40). I believe that a ticketing staff at travel agent is

a truly important job to support the existence of the travel agent.

TW Travel has cooperations with several airlines and PT. KAI

(Kereta Api Indonesia) for issuing the ticket directly without the

customers‟ having to queue to buy the tickets. Besides, when the

customers are running out of the ticket in the airport or in the train

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Before I continue to discuss the problem that I found, I would like to

explain several terms. Based on my observation and interview with the

ticketing staff at TW travel, ticket issuing means the process from ticket

reservation/ booking until the ticket is being issued (Nesya).

It is also stated that ticket issuance means “actual purchase of ticket for

flights previously reserved” (Ticket Issuance, par 1) and ticket

reservation means “an arrangement by which accommodations are

secured in advance, as in a hotel or on an airplane” (The American

Heritage Dictionary, par 1).

During my internship from June to August 2011, I was working as a

junior ticketing staff for eight hours a day and three times a week. My

job was collecting the data needed from the customers for the ticket

issuing process, handling customers who came to TW by giving them

information, and telephoning the customers for getting their

confirmation about the reservation or booking and the payment. I

checked the online flight or time schedule that consisted of the names

of the airplane and train, the flight or train codes, the arrival and

departure time, availability of the seats, types of classes and the prices.

I had to ask the customers whether the ticket will be one way or return

ticket. In addition, I needed to ask for information from the customers,

such as the name of the passenger, the departure time and the arrival

time. I wrote the information down in a piece of paper, handed it over to

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reservation and issuance. After the customers agreed to pay the

tickets, I filled the invoice.

As a junior ticketing staff at TW, I am allowed to do the following

activities :

1. Collecting data of the customers

a. Asking and writing the data on a piece of paper, such as the

name of the passenger, types and classes of airlines, time

schedule, and others

b. Checking the schedule of airplanes in the computer using

MOVEL System

The processes of issuing tickets that I am not being allowed to do at

TW are as follow :

1. Booking process

a. Choosing the schedule flight and fare details in the computer

using MOVEL System

b. Inserting the customer‟s information

c. Saving the booking reference

d. Asking for the confirmation and the payment from the customers

e. Choosing the menu „Airline Ticket‟ and clicking „Issue Ticket‟

2. Issuing the tickets

a. Retyping the booking reference on the menu of „Issue Ticket‟

using MOVEL System

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c. Checking the issued list containing flight date and schedules,

booking reference, passenger‟s name and phone number, ticket

price and fee

d. Printing the ticket

During my internship, I was allowed to collect the data from the

customers. I asked them by phone, met them face to face or had online

chatting with them. Then, I wrote down the data needed for booking and

issuing tickets on a piece of paper. Orelse, I read the information for the

ticketing staff while she was doing the booking and issuing process in

the computer using MOVEL System.

During my internship, I was not allowed to do the process of booking

and issuing the tickets by myself because the other ticketing staff was

afraid if I made mistakes in such processes, and if that happens the

consequence is TW Travel would have to pay 25% of the ticket price.

Based on the above explanation, I would like to analyze my problem

of not being allowed to book and issue tickets by myself. Furthermore, I

also would like to find the best solutions to overcome my problem.

B. Identification of the Problem

After having had an internship at TW Travel, I found a problem

related to my work. The problem is formulated in the following

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1. Why was I not allowed to book and issue the tickets for the

customers at TW Travel Bandung?

2. How could I learn to be able to book and issue the tickets properly

as a ticketing staff at TW?

C. Objectives and Benefits of the Study

The objective of the study is to find out the causes and the effects

of the problem. Besides, I would like to find the best solution to

overcome the problem that I was not allowed to book and issue tickets

by myself during my internship.

This study has benefits for some people. The first is for TW staff,

they will gain some useful information about assisting the new ticketing

staff (training new staff) effectively. The second is for the readers of the

term paper, it is expected that they could have new and useful insights

about ticketing staff at the travel agent. And the last objective is for me

to learn how to book and issue the tickets properly, to handle the

problem and also to find solutions for handling the problem.

D. Description of the Institution

PT. TW Bandung is one of the institutions from TiKi Group

Company that focuses on ticket sales, hotel voucher, tour packages

and other travel related services. It has five employees which have one

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staff, and one ticketing staff. It was established in March, 2010 by Mr.

Witono Saputra. TW is located in Buah Batu Regency Blok A-1 No 6/7,

Bandung. It opens from 9:00 AM to 5:00 PM from Monday to Friday,

and 9:00 AM to 1:00 PM on Saturday.

E. Method of the Study

The primary data are based on my internship experience and my

internship journal. I also read several books in my library research

which are related to ticketing process. I also search on the Internet for

information related to the problem; the data are used to analyze the

problem and to find solutions.

F. Limitation of the Study

The subject of the research is I myself as a junior ticketing staff who

focuses on the activity of a ticketing staff especially in booking and

issuing tickets at TW Travel Bandung. The period of my internship is

from June to August 2011.

G. Organization of the Term Paper

This term paper consists of Abstract, Declaration of Originality,

Acknowledgements, Table of Contents and four chapters

.

Chapter one

is the Introduction. It explains Background of the Study, Identification of

the Problem, Objectives and Benefits of the Study, Description of the

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Organization of the Term Paper. Chapter Two presents the Problem

Analysis. It analyzes the causes and effects of the problem. Chapter

Three consists of potential solutions along with the positive and

negative effects. Chapter Four is Conclusion; it consists of the best

solutions that I choose supported by logical reasons. Bibliography and

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CHAPTER IV

CONCLUSION

The problem that I face is that I, as a junior ticketing staff, was not allowed to book and issue tickets for the customers during my internship at

TW Travel. The causes of my problem are I was a new and inexperienced

staff at TW Travel, the two of my senior staff did not delegate the task to

me for fear that I would make mistakes in the process of booking and

issuing the tickets, and they were afraid that TW would have to accept the

consequences if I made mistakes. The effects of my problem are I gained

limited experience to book and issue the tickets by myself, it is time

inefficient for the customers who have come to TW and I, and the other

ticketing staff has to spend their time to help me book and issue the tickets

correctly. Furthermore, the first potential solution to solve my problem is I

learn from my senior ticketing staff by observing the way they book and

issue the ticket for the customers. The second potential solution is I take

initiative to approach and to ask the senior ticketing staff to personally

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solution is I learn to perform my task while accompanied by the senior

ticketing staff.

In this chapter I would like to present the chosen solutions to solve the

problem that I got during my internship. I will apply all the three potential

solutions for my problem. First, I learn from my senior ticketing staff by

observing the way they book and issue the ticket for the customers. Then I

also take initiative to approach and to ask the senior ticketing staff to

personally teach me how to book and issue the tickets. Thus, after

learning and observing, I will perform my task while accompanied by the

senior ticketing staff.

Based on my experience during my internship at TW Travel, all of the

three potential solutions are useful because they are related. First of all, I

learn from my senior ticketing staff by observing the way they book and

issue the tickets for the customers, then I take initiative to approach and

ask them to personally teach me how to do them and the last I will try to

learn to perform my task while accompanied by the senior ticketing staff

during the process. These solutions could be effective for me as a new

ticketing staff to be allowed to book and issue the tickets at TW Travel. In

order to make the learning process happen, I need help from the other

staff especially my supervisor and co-workers to solve my problem. Nelson

explains, “Feedback from your boss, co-workers, or even friends can be

invaluable” (181). It means that I need feedback from the other staff to

learn in the process of learning how to book and issue the tickets properly.

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view mistakes as a fundamental source of workplace learning rather than

as failure” (13). Therefore, I need my senior staff help to teach me and

support when I make mistakes in booking and issuing the tickets.

To sum up, I will try to apply the chosen solutions to handle the

problem at work in the future. Doing mistakes at work is possible. Thus,

my suggestion is giving trust to a new employee so that the person can

improve his or her skills as a ticketing staff at TW Travel Bandung.

Besides, junior and senior ticketing staff at TW could work together as a

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Maranatha Christian University

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Interview