IMPLEMENTASI PASAL 146 UNDANG-UNDANG NOMOR 1 TAHUN 2009 TERKAIT TANGGUNGJAWAB PENGANGKUT TERHADAP KETERLAMBATAN PENGANGKUTAN DI TINJAU DARI PERSPEKTIF KONSUMEN ( Studi di PT. Garuda Indonesia (Persero) Tbk ) di Jakarta

Airplane passengers who are consumers and airlines as business actors have their rights and obligations. However, many complaints were raised by the public to the Indonesian Consumers Foundation, ranging from baggage, departure, passenger seats and more. The formulation of the problem in this study is 1) How is the implementation of article 146 of Act No. 1 of 2009 related to the responsibility of transporters to the delay in transportation in the perspective of consumer protection? 2) What are the obstacles faced by transporters in applying accountability to passengers who experience transportation delays in a consumer protection perspective? In this study using a sociological juridical approach method. The data used in this study are primary and secondary data. Data analysis techniques are processed using sociological juridical methods which describe phenomena that are examined systematically, factually and accurately. The existing data is described descriptively in accordance with the conditions in the field related to the responsibility for late delivery Conclusions from the results of the study are the implementation of article 146 of Act No. 1 of 2009 concerning the responsibility of transporters for late transportation in the perspective of consumer protection. PT Garuda Indonesia provides compensation and other alternatives if experiencing delay. The policy carried out by PT Garuda Indonesia is a form of implementation of article 146 of Act No. 1 of 2009 regarding the responsibility of transporters for the delay in transportation. Constraints faced by transporters in applying accountability to passengers who experience delays in transportation in the perspective of consumer protection, namely regarding socialization related to delay information and claims if there is a delay. This condition makes frequent errors in the process of handling delays resulting in dissatisfaction with the services provided by PT Garuda Indonesia