Electronic Theses and Dissertation

Perlindungan hukum atas hak kenyamanan penumpang trayek banda aceh–sigli telah diatur dalam uu lalu lintas dan angkutan jalan dan uu perlindungan konsumen. regulasi ini menjamin pelayanan yang aman dan nyaman bagi penumpang. namun, kenyataannya praktik overload, pelanggaran lalu lintas, dan kekurangan armada masih sering terjadi. pengawasan dan penegakan hukum dinilai kurang efektif sehingga hak penumpang terabaikan. kurangnya edukasi pengemudi dan pelibatan masyarakat juga menjadi kendala. kesenjangan antara aturan hukum dan kondisi nyata perlu diatasi. peningkatan pengawasan, armada, edukasi, dan partisipasi masyarakat sangat diperlukan untuk perlindungan optimal. penelitian ini bertujuan untuk menjelaskan bentuk perlindungan hukum atas hak kenyaman penumpang jasa angkutan orang, menjelaskan faktor penyebab terjadinya pelanggaran atas hak kenyaman, dan mengidentifikasi upaya yang dapat dilakukan penumpang jika mengalami pelanggaran atas hak kenyaman. metode penelitian yang digunakan adalah metode yuridis empiris dengan pengumpulan data primer melalui wawancara dan data sekunder melalui studi pustaka. data yang didapat kemudian dianalisis dengan menggunakan metode deskriptif. bentuk perlindungan hukum atas hak kenyamanan penumpang diatur dalam uu no. 22 tahun 2009 dan uu perlindungan konsumen meliputi standar pelayanan minimal, pengawasan kendaraan, perilaku pengemudi, dan kompensasi atas gangguan layanan. namun, pengawasan dan penegakan hukum yang lemah menyebabkan pelanggaran sering terjadi berikut faktor penyebab utama adalah rendahnya kesadaran operator, tekanan ekonomi, ketidakseimbangan armada, dan persaingan tidak sehat, rendahnya literasi dan partisipasi penumpang juga memperparah kondisi. upaya penanggulangan meliputi peningkatan kesadaran hukum penumpang, komunikasi dengan penyedia jasa, pengaduan ke dinas perhubungan, dan jalur litigasi agar perlindungan hak kenyamanan penumpang terpenuhi. disarankan agar penyedia layanan angkutan dapat mengoptimalkan aspek kenyamanan sebagai bagian integral dari hak penumpang, sehingga tercipta perlindungan yang menyeluruh terhadap pemenuhan kebutuhan dan kenyamanan selama pemanfaatan jasa transportasi demi menjamin kepuasan pengguna angkutan secara berkelanjutan.

Legal protection of the right to passenger comfort on the Banda Aceh–Sigli route has been regulated under the Road Traffic and Transportation Law and the Consumer Protection Law. These regulations guarantee safe and comfortable services for passengers. However, in practice, issues such as overloading, traffic violations, and a shortage of fleets still frequently occur. Supervision and law enforcement are considered ineffective, resulting in the neglect of passenger rights. The lack of driver education and community involvement also poses challenges. The gap between legal provisions and actual conditions needs to be addressed. Strengthening supervision, fleet availability, education, and public participation is urgently needed to ensure optimal protection. This study aims to explain the forms of legal protection of the right to comfort for passengers of public transportation services, to identify the factors causing violations of this right, and to examine the possible remedies available to passengers when their right to comfort is violated. The research method employed is an empirical juridical approach, using primary data collected through interviews and secondary data obtained through literature studies. The data were then analyzed using descriptive methods. The forms of legal protection of passenger comfort are regulated under Law No. 22 of 2009 on Road Traffic and Transportation and the Consumer Protection Law, covering minimum service standards, vehicle supervision, driver behavior, and compensation for service disruptions. However, weak supervision and ineffective law enforcement have resulted in frequent violations. The main contributing factors include low awareness of operators, economic pressures, imbalance in fleet availability, and unhealthy competition. Furthermore, passengers’ low legal literacy and limited participation exacerbate the situation. The efforts to address these issues include raising passengers’ legal awareness, fostering communication with service providers, filing complaints with the Department of Transportation, and pursuing litigation to ensure the fulfillment of passengers’ right to comfort. It is recommended that transportation service providers optimize comfort as an integral component of passenger rights, thereby creating comprehensive protection for the fulfillment of needs and comfort in the use of transportation services to ensure sustainable passenger satisfaction.