Putra, M. Aditya Kurnia (2025) Pertanggung Jawaban PT. Lion Air terhadap Penumpang yang Mengalami Penundaan Keberangkatan (Delay) Ditinjau dari UU No. 8 Tahun 1999 tentang Perlindungan Konsumen. Other thesis, Universitas Islam Riau.

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Abstract

Through Law Number 8 of 1999 concerning Consumer Protection, the Indonesian government takes part in regulating consumer rights that must be protected Based on the results of flight statistics data before the pandemic at Sultan Syarif Kasim II Airport in 2019, it shows that flight performance figures both in terms of delay, cancellation and on time performance can all airlines have OTP levels still below the minimum limit of the category called punctual. The main problems of this study are: First, how is the responsibility of PT. Lion Air for passengers who experience delays in departure (delay) reviewed from Law No. 8 of 1999 concerning Consumer Protection? Second, What are the factors that hinder the consumer protection of Lion Air passengers affected by domestic flight delays in the Pekanbaru area? This research uses the research method This research is an empirical or sociological legal research using observational research methods (field surveys). The author directly went to Angkasapura II and the Airline Staff for interviews and passengers The data analysis technique used in this study is qualitative descriptive. This means that the data obtained is processed systematically. In research applying the deductive method, the deductive method is a method used to draw conclusions from general rules of opinion and then lead to certain (special) rules or opinions. The results of the handling research from PT. Lion Air are not in accordance with applicable legal regulations, especially Law Number 8 of 1999 concerning Consumer Protection and PERMENHUB Number 89 of 2015. Based on the results of research conducted by the author through a questionnaire of PT. Lion Air service users, there are still many respondents who experience departure delays and do not receive compensation in accordance with PERMENHUB Number 89 of 2015, Factors that usually cause departure delays are technical factors, PT. Lion Air will provide information if there is a significant departure delay and will be informed to passengers, usually if the departure delay occurs only ± 30 minutes it will be informed at check-in, PT. Lion Air suffers losses due to the occurrence of departure delays if the delay occurs due to operations in the form of OTP (on time performance) which will have a bad impact. Passengers who experience departure delays are those who demand their rights if this has happened then PT. Lion Air will provide a policy in accordance with company regulations (operational delay).

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