ANALYSIS OF SUPPORTING FACILITIES FOR PASSENGERS WITH DISABILITIES AND THE ELDERLY TO IMPROVE SERVICES AT THE AJI PANGERAN TUMENGGUNG PRANOTO AIRPORT SAMARINDA

Abstract

Aji Pangeran Tumenggung Pranoto Samarinda Airport, located in Samarinda, East Kalimantan, provides
facilities such as wheelchairs, guiding blocks, special toilets, priority seats, elevators, and staff assistance
for passengers with disabilities and the elderly. Services include guidance from terminal arrival, check-in,
to boarding, aiming to meet passenger needs and ensure travel comfort. This study aims to identify
challenges and strategies to improve such services.Using qualitative methods, data were collected through
observation, interviews, documentation, and literature review. The focus was on facilities for passengers
with disabilities and the elderly, involving the head of service and cooperation, the information management
coordinator, and information officers.Findings revealed several issues: damaged guiding blocks, inactive
arrival lifts, ramps not meeting slope standards, lack of designated parking, limited wheelchairs, and staff
lacking sign language skills. Strategies include improving and maintaining facilities, training staff in sign
language, and conducting regular monitoring and evaluation to ensure service quality.