CITIZEN: Jurnal Ilmiah Multidisiplin Indonesia Vol 2, No. 1, 2022 ISSN: 2807-5994 https://journal.das-institute.com/index.php/citizen-journal Hlm | 96 www.journal.das-institute.com STRATEGI PUBLIC RELATIONS BANDAR UDARA INTERNASIONAL JUANDA DALAM MENJEMBATANI KELUHAN KONSUMEN DI MASA PANDEMI COVID-19 Firdaus Juliansyah 1 , Yulis Nila Sari 2 , Renada Audri Suhariono 3 , M. Syahrul Munir 4 , Carlos Antonio Lopulalan 5, Dyva Claretta 6 , Dian Hutami Rahmawati 7 1,2,3,4,5,6,7 Universitas Pembangunan Nasional “Veteran” Jawa Timur, Indonesia firdausjuliansyah@outlook.com Copyright © 2022 The Author This is an open access article Under the Creative Commons Attribution Share Alike 4.0 International License DOI: 10.53866/jimi.v2i1.39 Abstract The Covid-19 pandemic is currently a significant polemic in various countries; one of the areas affected is the aviation sector. Juanda International Airport, which is included in this sector, has not been spared the impact caused by the pandemic. Therefore, people who want to take a flight need to find out the information and requirements before leaving. There are not infrequently consumers who complain about this through social media or call centers. This study aims to determine the response and strategy given by Juanda Airport Public Relations to bridge consumer complaints. The methodology used is descriptive qualitative with taking informants using the purposive sampling method. As a reference in the research theory, the Organization- Public Relationship (OPR) consists of four dimensions: control mutuality, trust, satisfaction with a relationship, and commitment to a relationship. This study was conducted to determine Juanda Airport's attitude or public relations strategy in bridging consumer complaints during the Covid-19 pandemic. Based on the results of the study, it was found that the implementation of the activities carried out by public relations at Juanda Airport was following the OPR theory, and in responding to consumer complaints on social media, public relations always prioritized a humanist and persuasive approach, to create relationships and responses between humans, not results from robots. Keywords : Strategy PR, Consumer Complaints, Pandemic, Relationship Management Abstrak Pandemi Covid-19 saat ini menjadi polemik utama di berbagai negara, salah satu bidang yang terdampak adalah pada sektor penerbangan. Bandar Udara Internasional Juanda yang termasuk kedalam sektor tersebut tidak luput dari dampak yang diakibatkan oleh pandemi. Oleh karena itu, masyarakat yang ingin melakukan penerbangan perlu mencari terlebih dahulu informasi dan persyaratan yang diperlukan sebelum berangkat. Tidak jarang juga terdapat, konsumen yang mengeluh perihal tersebut melalui media sosial maupun call center. Penelitian ini bertujuan untuk mengetahui respon dan strategi yang diberikan oleh public relations bandar udara Juanda untuk menjembatani keluhan konsumen. Metodologi yang dipakai adalah, kualitatif deskriptif dengan teknik pengambilan informan menggunakan metode purposive sampling. Sebagai acuan dalam penelitian ini, teori yang digunakan adalah Organization-Public Relationship (OPR) terdiri dari empat