Pacific Royale Airways hanya sempat berkiprah kurang lebih 1,5 tahun saja dalam kompetisi industri penerbangan di Indonesia. Meskipun hanya sekejap namun konsep yang diusung oleh maskapai ini cukup berani yaitu layanan full service bagi para penumpangnya. Ini melawan arus Low Cost Carrier yang berkembang dengan pesat di Indonesia.
Apa yang terjadi dengan maskapai ini dan hal apa yang telah dilakukannya meskipun singkat?

Impian tinggi untuk menembus persaingan

Maskapai Pacific Royale Airways adalah perusahaan PMA yang komposisi saham awalnya di miliki oleh Goenarni Gunawan (Indonesia 51 persen) dan Tarun Trikha (India 49 persen). Mendapatkan AOC (Air Operator Certificate) dengan Nomor AOC 121 – 045 pada tanggal 29 Mei 2012 . Visi dari maskapai ini ialah: sebagai perusahaan penerbangan yang terbaik di kelasnya yang memberikan pelayanan penuh (full service) bagi para pelaku usaha, korporasi dan wisatawan yang menjadi target pasar, sebagai penerbangan dengan pelayanan yang terbaik di Indonesia dengan penggunaan teknologi masa kini dalam standar pelayanan yang berkualitas, dan sebagai suatu kegiatan usaha yang menguntungkan serta efektif dan efisien dalam pengelolaannya. Misinya ialah: menciptakan nilai tambah bagi para stakeholder pengguna jasa angkutan udara di Indonesia khususnya, dengan memberikan jasa pelayanan yang mengutamakan keselamatan, kenyamanan dan keamanan dengan harga yang terjangkau; untuk mendukung perekonomian daerah, nasional dan regional dengan pelayanan angkutan udara baik bagi penumpang dan barang dengan standar yang lebih tinggi, sehingga menjadikan jembatan udara di seluruh wilayah Indonesia sebagai aset bangsa; dan berpartisipasi dalam pengembangan industri pariwisata daerah, nasional dan regional, secara khusus untuk mengembangkan industri pariwisata antara Indonesia dengan Malaysia, Singapura, Hong Kong dan India.

Rencana armada yang digunakan ialah: 5 pesawat tipe Fokker F50 (baling-baling), 4 pesawat tipe Airbus A320 dan 1 pesawat tipe Airbus A330. Untuk rute yang akan diterbangi Fokker F50 untuk rute domestik adalah: Batam, Jambi, Kerinci, Padang, Pekanbaru, Dumai, Matak, Natuna, Semarang, Sampit, Pangkalan Bun, Gunung Sitoli, Putussibau, Jember, Blimbing Sari dan Solo; sedangkan untuk rute internasional adalah: Penang dan Subang (Malaysia). Sedangkan penerbangan Airbus A320/A330 untuk rute domestik adalah: Jakarta, Surabaya, Bandung, Makassar, Denpasar, Gorontalo, Ternate, Jayapura, Pontianak, dan Banjarmasin; dan untuk rute internasional adalah: Singapura, Hongkong, Bombay dan New Delhi (India), Ghuangzou (Cina), Bangkok (Thailand), dan Perth (Australia).

Untuk pelayanan bagi penumpang di semua kelas baik ekonomi maupun bisnis adalah full service. Pacific Royale Airways adalah maskapai penerbangan kedua setelah Garuda Indonesia yang menerapkan sistem pelayanan full service.

Mengapa full service?
Menjadikan konsep full service sebagai metode pelayanannya menjadikan Pacific Royale Airways harus
berkonsenterasi pada niche market, atau segmen pasar yang sangat spesifik tapi menguntungkan. Pendekatan ini dimaksudkan untuk memperkecil pesaingan di pasar.

Hanya sedikit pengusaha yang berkecimpung dalam niche market tertentu, sebab mereka lebih spesifik dalam memasarkan sesuatu. Selain itu, pemikiran pemilihan konsep full service tersebut juga didasari oleh kenyataan bahwa jumlah kelas menengah di Indonesia naik setiap tahunnya dengan rata- rata sekitar 7 juta jiwa. Berdasarkan data Bank Indonesia (BI) pada tahun 2012 jumlah kelas menengah di Indonesia mencapai 60 persen dari jumlah penduduk Indonesia atau sekitar 135 juta jiwa. Hal ini dilihat dari produk domestik bruto per kapita 2012 yang diperkirakan mencapai 3.850 dolar AS. Kalau kelas menengah naik maka ekonomi masyarakat juga naik dan tentunya daya beli mereka juga naik termasuk dalam pariwisata.


Dalam penerapan konsep full service ada 2 hal yang menjadi prioritas yaitu manajemen kualitas, yaitu menjaga komitmen dalam kualitas pelayanan dengan kontrol terhadap kualitas, dan hubungan konsumen dimana didalamnya mencakup 3 fokus yaitu:
a) Siapakah pelanggan yang menguntungkan dan bagaimana kita menarik mereka? (customer
acquisition);
b) Bagaimana memberikan apa yang diinginkan oleh pelanggan, bagaimana mereka menginginkannya, kapan mereka ingin mengoptimalkan keuntungan dan pendapatan yang diperoleh (customer development);
c) Bagaimana membangun dan mempertahankan loyalitas pelanggan? (customer retention). Segmen full service saat itu dikuasai oleh Garuda Indonesia. Pada sembilan bulan pertama 2012, maskapai ini berhasil mengangkut 10,2 juta penumpang domestik. Jumlah ini tumbuh sebesar 16 persen dibandingkan dengan periode yang sama tahun 2011. Melihat potensi ini, semakin membuat manajemen Pacific Royale Airways optimis untuk menerapkan konsep full service dalam memberikan alternatif pilihan bagi penumpang di masa itu.


Goncangan dari dalam
Dalam perjalanannya saat itu, Pacific Royale Airways berhasil mendapatkan 5 Pesawat Fokker F50 seri terakhir yang dijual oleh Ethiopian Airlines. Sebagai langkah awal didatangkan 3 unit pesawat. Satu pesawat ditempatkan di Batam untuk melayani rute Batam, Jambi, Kerinci, Padang, dan Pekanbaru (PP). Satu pesawat ditempatkan di Surabaya untuk melayani rute Surabaya, Semarang, Pangkalan Bun, dan Bandung (PP). Satu pesawat akan difungsikan sebagai cadangan jika terjadi sesuatu pada 2 pesawat yang operasional.

Penerbangan perdana dari base Surabaya berjalan kurang mulus dengan sedikit gangguan pada blade propeler saat rute terakhir. Sementara itu penerbangan perdana untuk base Batam berjalan dengan cukup mulus dan disambut dengan antusias oleh masyarakat setempat. Sesudah itu secara operasional
perjalanan rute-rute penerbangan dari kedua base cukup lancar. Untuk memenuhi kebutuhan kru kokpit untuk rating Fokker F50, yang terbatas jumlahnya di Indonesia, manajemen Pacific Royale Airways mendatangkan beberapa pilot dan kopilot dari luar negeri (Belanda dan Australia). Selain itu juga mengirimkan beberapa calon untuk mengikuti training dan simulator di Belanda untuk program jangka panjang.


Soft launching dari maskapai Pacific Royale Airways berlangsung di arena yang cukup bergengsi di kawasan Asia Pasifik yaitu pada saat acara Singapore Air Show. Pelayanan full service yang diterapkan mendapatkan banyak tanggapan positif bahkan acungan jempol dari penumpang maupun pemerintah dan media lokal. Mereka sedikit terkejut terhadap layanan yang diberikan dengan harga yang masih kompetitif.

Pacific Royale Airways juga menggandeng mitra gerai kopi premium Anomali dan menggunakan produk-produk dari Nestle. Ini membuat citra yang eksklusif. Namun akhirnya Pacific Royale Airways terhenti akibat pertentangan internal antara kedua pemegang saham. Konflik kepentingan dari keduanya membuat manajemen sangat terganggu sehingga kinerja perusahaan terhambat. Disewanya 2 konsultan asing justru menambah ricuh suasana internal. Semua program baik operasional maupun
marketing terhenti. Ini membuat beberapa kru senior bahkan hengkang karena ketidak pastian suasana. Yang fatal adalah Beberapa anggota dewan direktur kunci akhirnya juga mengundurkan diri. Pada bulan Februari 2013 seluruh karyawan di rumahkan dan perusahaan berhenti beroperasi.

Konsep yang rapi dan fenomenal gagal dalam penerapannya karena sepak terjang para pemilik modal itu sendiri.

Pacific Royale Airways,ternyata harus layu sebelum berkembang.

airlinesmanajemen airlines
By 2.763 Komentar pada PACIFIC ROYALE AIRWAYS, KONSEP FULL SERVICE YANG LAYU SEBELUM BERKEMBANG

2.763 Replies to “PACIFIC ROYALE AIRWAYS, KONSEP FULL SERVICE YANG LAYU SEBELUM BERKEMBANG”

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