@thesis{thesis,
		author={VITA  NURUL HUSNI},
		title ={PENANGANAN SISTEM REFUND PADA PT. INDONESIA AIR ASIA DI 
BANDAR UDARA HUSEIN SASTRANEGARA BANDUNG},
		year={2021},
		url={http://repository.stp-bandung.ac.id/831/},
		abstract={This study aims to determine how to handle the AVA (AirAsia Virtual 
Allstar) refund system implemented by PT. Air Asia Indonesia, seen from four 
aspects, namely speed, accuracy, friendliness, and comfort. This study uses a 
qualitative descriptive method with data collection techniques through interviews 
and field observations. Key informants include managers, supervisors, company 
employees, and AirAsia passengers. Observations were made twice in a period of 
three months. Based on findings in the field, the AVA (AirAsia Virtual Allstar) 
refund system is good in terms of speed and accuracy, but is still weak in terms of 
friendliness and comfort. Therefore, this study recommends backing up this system 
with qualified human resources, so that the inconvenience problem experienced by 
some passengers can be resolved.
Keywords: Refund system, AVA (AirAsia Virtual Allstar), passenger comfort}
		}