The Practices of Communicative English of Customer Service Officers in Adisutjipto International Airport Yogyakarta

Ajeng Kusumaning Ratri(1), Dewi Cahya Ambarwati(2*)

(1) Universitas Gadjah Mada
(2) Departemen of Languages, Arts, and Culture Management Vocational College Universitas Gadjah Mada
(*) Corresponding Author


This article described the performance of communicative English for the customer service officers (CSO) in Adisutjipto International Airport. PT. Angkasa Pura I Adisutjipto International Airport (AP 1 JOG) aims to provide an excellent service to the passengers by having communication skill in English. Data were collected using qualitative method by employing interviews, field notes taking and photographs documentation. The result showed that communication is the foremost key for the CSOs to provide an excellent service. It is also significant to have a strong communication skill in English. The function in mastering English for them is not only to communicate, but also to open more opportunities for the company to grow internationally. The result of this study contributed to identify the communicative English skill for the CSOs in Adisutjipto International Airport in recognition of its international status. Speaking skill was considered to be the most important skill compared to other skills, i.e. listening, reading, and writing. Moreover, The result found that there were several listening, reading and writing problems faced by the CSOs. It provided some insights into the assessment of English performance of the CSOs in Adisutjipto International Airport for a better service.


Adisutjipto International Airport; Customer Service Officer; English; Communication

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Adisutjipto International Airport Yogyakarta.

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