Passengers' Perceptions of Airport Design during a Pandemic (Study on Passengers at Sultan Hassanudin International Airport–Makassar, Indonesia)

Abstract

There have been many articles about the airport's relationship with the Covid-19 pandemic, but there are still few articles that discuss airport design during the pandemic, especially from a passenger perspective. This article aims to propose airport terminal operations in a pandemic situation at Makassar Sultan Hasanuddin International Airport based on the views of passengers. This research uses a qualitative approach with a case study type. Primary research data was collected through in-depth interviews with 27 passengers at Hasanuddin Airport with various destination destinations classified using Atlas it software l; and secondary data collected through literature study. Airport redesign during a pandemic refers to Brownrigg (2020). The data analysis technique uses four stages of qualitative data analysis techniques, namely data collection, data condensation, data presentation, and drawing conclusions. The results of the study show that: (1) Airport facilities are still inadequate. (2) Compared to other international airports in Indonesia, Hasanuddin Airport still lacks facilities and services. (3) The sense of security at the new airport is minimal. (4) Passenger satisfaction is still in the unsatisfied category. (5) Facilities needed during a pandemic are still relatively lacking. (6) Airport technology facilities are still relatively underdeveloped because most services are carried out manually or with old technology. (7) Facilities during a pandemic need to be permanent. (8) Airport human resources need to improve their professionalism to be more capable of running the latest airport technology.