Batavia Air pernah menduduki peringkat tiga sebagai
maskapai domestik terbesar di Indonesia di bawah Lion
Air dan Garuda. Pada masanya, Batavia Air merupakan
salah satu maskapai yang diperhitungkan dalam percaturan
industri penerbangan di Indonesia. Namun pada akhirnya
maskapai ini harus tumbang juga dalam kompetisi yang
sedemikian ketat. Apakah yang terjadi dengan Batavia
Air?
Berdiri dengan kekuatan sendiri
Batavia Air didirikan di Jakarta pada tanggal 5 Januari
2002 oleh bapak Yudiawan Tansari dan keluarga (100
persen pemegang saham dari keluarga) dengan nama PT
Metro Batavia. Sebelum itu beliau lebih dahulu
berkecimpung di dunia travel, dengan mendirikan Setia
Sarana Travel di Pontianak dan charter pesawat,
bekerjasama dengan Mandala Air, Bouraq Air, serta Bali
air. Modal awal pertama dari Batavia Air ialah 1 buah
pesawat Fokker tipe F-28 MK-400 dan 2 buah pesawat
Boeing tipe B737-200 untuk rute Pontianak, Jambi, dan
Medan.
PT. Metro Batavia mendapatkan surat izin usaha dari
Departemen Perindustrian dan Perdagangan Republik
Indonesia pada tanggal 30 November 2001 dengan Nomor
0149/09-01/PB/XI/2001 di Jakarta dan AOC (Air
Operator Certificate) dari Departemen Perhubungan Republik Indonesia pada tanggal 3 Januari 2002 dengan
Nomor AOC/121-007 di Jakarta.
Visi dari Batavia Air adalah untuk menjadi sebuah
perusahaan penerbangan nasional yang berorientasi kepada
aspek ekonomis, kenyamanan, keselamatan penerbangan
dan selalu berusaha melaksanakan komitmen terhadap
kepuasan pelanggan, sehingga menjadi pilihan pertama
dan terutama bagi pemakai jasa transportasi udara.
Sedangkan misinya mencakup: menjadikan perusahaan
yang efektif, efisien dan menguntungkan, sehingga
memberikan nilai tambah bagi lingkungan, masyarakat,
pelanggan dan karyawan serta pemegang saham; bekerja
sebaik mungkin untuk terciptanya keamanan dan
keselamatan penerbangan; selalu berusaha mencari
peluang untuk memberikan kepuasan kepada pelanggan;
memberikan sumbangsih untuk perkembangan transportasi
udara di Negara Republik Indonesia; dan menjadikan
perusahaan yang sehat sehingga menjadi tempat yang yang
nyaman untuk berkarier bagi karyawan.
Batavia Air memiliki 39 destinasi domestik yaitu:
Surabaya, Pontianak, Malang, Banjarmasin, Semarang,
Balikpapan, Solo, Tarakan, Yogyakarta, Palangka Raya,
Banda Aceh, Tanjung Karang, Medan, Denpasar, Padang,
Ampenan, Palembang, Kupang, Pekanbaru, Jayapura,
Pangkal Pinang, Manokwari, Batam, Sorong, Berau,
Waingapu, Bengkulu, Maumere, Jambi, Ambon, Manado,
Ternate, Palu, Tanjung Pandan, Makasar, Gorontalo,
Luwuk, Tanjung Pinang, Kendari. Selain itu juga, Batavia
Air memiliki 6 destinasi internasional yaitu: Guangzhou (Cina), Jeddah (Arab Saudi), Riyadh (Arab Saudi),
Singapore, Kuching (Malaysia), dan Dili (Timor Leste).
Pada masa puncak kejayaannya, Batavia Air
mengoperasikan 36 unit pesawat yang terdiri dari pesawat
Airbus dengan tipe A319, A320, A330 dan pesawat
Boeing 737-300, 737-400.
Keselamatan yang terjaga dan kemampuan
operasional yang cukup baik
Batavia Air tidak bermain di kelas bisnis atau eksekutif,
untuk kelas bisnis atau eksekutif diserahkan kepada
pemain yang sudah lama dan berpengalaman seperti
Garuda Indonesia. Sedangkan, pangsa pasar yang
ditargetkan Batavia sejak awal adalah masyarakat kelas
menengah bawah. Hal itu sesuai dengan konsep awal
pendirian perusahaan yang memberikan pelayanan
transportasi udara murah dan terjangkau oleh masyarakat
luas. Motto bisnis penerbangan Batavia Air adalah
“ENAK”. E berarti ekonomis atau murah dan terjangkau,
N adalah nyaman pelayanannya, A adalah aman atau
pesawat benar-benar laik terbang sesuai dengan ketentuan
Direktorat Jenderal Perhubungan Udara, sedangkan K
adalah Komitmen dalam memberikan servis yang terbaik
secara konsisten.
Untuk melayani penumpang, Batavia Air mempunyai 51
cabang (distrik dan kantor penjualan) termasuk 4 distrik
luar negeri ditambah 1 GSA (kerjasama dengan agen
local) di Jeddah dan Riyadh serta kurang lebih 3.400 agen.
Penjualan dan distribusi melalui 2 cara yaitu: penjualan langsung lewat distrik/perwakilan/cabang (mencakup
13,70 persen dari total penjualan), internet/B2C (1,70
persen), dan melalui agen (84,60 persen). Penjualan dan
distribusi menggunakan e-ticketing dan pembelian
langsung melalui internet, dimana sistem reservasi tersebut
dibangun sendiri oleh tim teknologi informasi (IT) Batavia
Air diluar dari sistem reservasi penerbangan yang telah
ada secara internasional dan nasional (Abacus, Sabre, Arga
dan sebagainya) dengan tujuan untuk mengurangi
terjadinya kecurangan di lapangan, adanya jaminan
penerimaan uang tiket (melalui agen deposit),
menghilangkan biaya distribusi tiket, mengurangi komisi
penjualan, lebih mudah dipergunakan oleh pihak agen dan
konsumen, dan dapat digunakan sebagai media informasi
kepada agen maupun konsumen. Hal ini didasarkan pada
pengalaman Batavia Air di masa lalu, dimana penggunaan
tiket manual dan sistem distribusi melalui pihak ketiga
membuat biaya penjualan dan distribusi menjadi tinggi.
Hal tersebut disebabkan antara lain: biaya untuk
pencetakan tiket manual, charge pada setiap kode booking
yang dikeluarkan oleh sistem, dan biaya pengiriman tiket
ke seluruh kantor cabang.
Untuk meningkatkan pelayanan, Batavia Air melakukan
beberapa perbaikan sarana dan prasarana. Pada tahun
2010, Batavia Air melakukan perpindahan dari terminal
1B ke terminal 1C yang baru selesai direnovasi oleh
Angkasa Pura, sehingga dengan fasilitas check-in dan
boarding yang baru dapat menambah kenyamanan
penumpang Batavia Air. Batavia Air juga memperbaharui
dan menambah berbagai fasilitas penunjang operasional,
termasuk: hanggar perawatan utama di area Bandara
Soekarno Hatta, Cengkareng, Tanggerang, hanggar di area
Bandara Sepinggan Balikpapan, engine shop di Bandara
Mas, Tangerang, gudang logistik di Bandara Mas,
Tangerang, dan tempat pendidikan pilot dan pramugari
(Batavia Training Center) di Bandara Mas, Tangerang
yang terdiri dari: ruang kelas, simulator Boeing B737-200,
simulator Boeing Series B737-300 dan B737-400,
simulator Airbus Series A319 dan A320, dan mock up
cabin. Pada saat itu Batavia Air adalah satu-satunya serta
yang pertama sebagai maskapai swasta domestic, yang
mampu memiliki fasilitas hanggar di areal Bandara
Soekarno Hatta dan fasilitas training center dengan 3 jenis
simulator. Semua fasilitas ini membuat perawatan pesawat
dan pengawasan keselamatan dari Batavia Air menjadi
lebih terjamin.
Batavia Air mempunyai anak perusahaan (PT Aeroflyer
Indonesia) yang bergerak dalam pendidikan pilot dengan
kepemilikan saham sebesar 40 persen. Aeroflyer
mempunyai lokasi untuk pelatihan penerbangan di
Bandara Budiarto Curug Tangerang dengan memiliki
sekitar 10 pesawat latih jenis Cessna.
Dalam pelaksanaan operasional kegiatan sehari-hari
terutama karyawan frontliner yang berada di bandara,
selalu mengacu pada Standard Service Manual yang telah
ditetapkan oleh maskapai Batavia Air. Seluruh kegiatan
tersebut dipantau langsung oleh Station Manager setempat
di masing-masing bandara dan dikoordinasikan penuh
dengan Departemen Customer Service yang berkedudukan di kantor pusat Batavia Air. Buku Service Manual
meliputi: Standard Layanan Penumpang, Standard
Penampilan Petugas, Standard Pelayanan di Airport,
Irregularities, dan Penanganan Keluhan. Selain itu
Maskapai Batavia Air selalu mengadakan pelatihan-
pelatihan untuk meningkatkan kualitas pelayanan dari
karyawan frontlinersnya. Pelatihan-pelatihan yang
diberikan antara lain: service excellence, bahasa Inggris
untuk airlines, dan beauty class untuk para karyawati.
Batavia Air juga menerbitkan In-Flight Magazine sebagai
sarana untuk komunikasi antara pihak perusahaan dengan
penumpang Batavia Air. Majalah ini terbit setiap bulan
dan dibagikan secara gratis. Selain itu sebagai sarana
untuk menampung kritik dan saran dari penumpang
mengenai pelayanan telah dibuka pula layanan SMS Kritik
& Saran yang dimulai pada bulan Mei 2007. Hasil
rekapitulasi dari kritik dan saran akan diteruskan kepada
Departemen terkait untuk dijadikan masukan ataupun
acuan dari keputusan yang akan diambil, misalnya:
keluhan keterlambatan dan kru akan diteruskan ke
Departemen Operasi, usulan rute akan diteruskan ke
Departemen Penjualan dan Pemasaran, dan sebagainya.
Tumbang karena salah perhitungan?
Berdasarkan data yang ada pada tahun 2009 dari
Kementerian Perhubungan, Batavia Air menguasai sekitar
14 persen pangsa pasar penumpang dan berada di
peringkat ke 3 setelah Lion Air (30,7 persen) dan Garuda
Indonesia (19, 3 persen) serta diatas dari Sriwijaya Air
(12,5 persen). Hal ini merupakan pencapain yang cukup
baik bagi Batavia Air. Dari sisi keselamatan pun dalam
hasil pengkategorian maskapai sejak periode keempat
Desember 2009, Departemen Perhubungan telah
memasukkan Batavia Air ke dalam peringkat pertama
dalam hal pemenuhan aspek keselamatan penerbangan
sipil. Prestasi berikutnya ialah pada tahun 2010 Batavia
Air menjadi salah satu dari empat maskapai yang lolos dari
larangan terbang ke Uni Eropa.
Pada bulan Mei 2010, Batavia Air terbang ke Jeddah dan
Riyadh dimana pangsa pasar penumpang umrah dan TKI
sangat besar di Indonesia. Batavia Air meluncurkan
program angsuran umrah yang bekerjasama dengan PPUH
yang ditunjuk selama 9 hari 7 malam. Paket perjalanan
Umrah mulai Rp.12.500.000 dapat diangsur selama 6
bulan, 12 bulan, 24 bulan, 36 bulan serta pembayaran
dengan kartu kredit dengan bunga 0 persen. Ini akan
dijadikan batu loncatan oleh manajemen Batavia Air untuk
mengikuti tender pelaksana angkutan udara untuk jamaah
haji Indonesia. Segala persiapan dilakukan yaitu dengan
mendatangkan 2 buah pesawat Airbus A330 yang
sementara digunakan untuk program Umrah dan juga
persiapan untuk kru baik kokpit maupun kabin dengan
melaksanakan perekrutan serta training. Selain itu dari segi
peningkatan keselamatan pun harapan tinggi dicanangkan
yaitu lolos dalam IATA Operational Safety Audit (IOSA).
Tetapi ternyata, niatan untuk menjadi pelaksana angkutan
udara untuk jamaah haji Indonesia inilah yang
menyebabkan kondisi finansial internal menjadi
berantakan selain juga perang harga yang semakin ketat.
Tender untuk angkutan haji gagal selama 2 tahun berturut-
turut (2011 dan 2012), sementara rekrutmen dan pelatihan
kru secara khusus sudah berjalan sejak tahun 2010.
Ditambah lagi dengan energi besar yang harus dikeluarkan
oleh manajemen dalam persiapan IOSA serta biaya
operasional 2 pesawat A330 yang semakin berat. Ini
menyebabkan Keluarga Tansari pada bulan Juli 2012
berupaya menyerahkan saham nya pada Grup Air Asia dan
PT Fersindo Nusa Perkasa, namun ternyata akuisisi itu
juga gagal. Keuangan perusahaan semakin berdarah
menyebabkan jumlah pesawat, rute dan frekuensi terpaksa
dipangkas. Namun ternyata semua itu tidak membawa
hasil yang berarti dan akhirnya tanggal 30 Januari 2013,
Batavia Air dinyatakan pailit oleh Pengadilan Niaga
Jakarta Pusat atas permintaan salah satu kreditur yaitu
ILFC karena tidak mampu membayar hutang sebesar
US$4,68 juta. Inilah salah satu bukti bahwa pengelolaan
maskapai secara baik dari segi keselamatan dan pelayanan
saja tidak cukup, tetap harus didukung oleh investor
dengan dana memadai dan pengelolaan finansial
perusahaan secara efektif serta efisien.
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