Garuda customer service<\/p>\n
I and members of my staff are frequently flying to various
\nplaces within Indonesia. As the National Carrier it has always
\nbeen my policy that we should use Garuda in preference to other
\nairline companies because of better service and greater
\nflexibility. On Wednesday, July 7, I was driving to Soekarno-
\nHatta Airport to board flight GA 328 to Surabaya, due to depart
\nat 8.00 p.m. On the way I received a phone call from Garuda
\ninforming me there would be a 40 minute delay -- good customer
\nservice.<\/p>\n
Having checked-in, the flight was called and about 100 plus
\npassengers assembled at the gate, expecting to depart at about
\n8.40 p.m. We could see the plane at the air bridge.<\/p>\n
There then followed a period of three hours 10 minutes
\nwaiting, during which time the Garuda ground staff were unable to
\nreliably inform us what was happening. There were no formal
\nannouncements. We asked for a duty manager to come and tell us
\nwhat was happening but no Garuda Official bothered, or were
\nafraid of facing many angry and upset passengers. As the evening
\nwore on we had no idea whether there would be a flight leaving,
\nor when. No consideration was given to passengers with infants or
\nyoung children and no refreshments were offered.<\/p>\n
By about 11.00 p.m. many passengers were very concerned and
\nasking the Garuda ground staff whether or not hotel arrangements
\nwere being made -- the ground staff were constantly on the radio
\nto their supervisors but with no response to our situation.<\/p>\n
At about 11.50 pm we were asked to board the aircraft with
\nstill no sign of a Garuda manager, no explanation and no apology
\n-- it was as if nothing had happened. The pilot did make a half-
\nhearted attempt by saying "they are sorry for the delay due to
\ntechnical reasons". Clearly something unexpected had happened and
\nI do not know if other flights that evening were similarly
\naffected or not.<\/p>\n
Whilst credit must be given to garuda junior ground staff who
\nbore the brunt of angry and upset passengers, Garuda Indonesia
\nwould do well to review their procedures and encourage their
\nmanagement to be more customer aware -- after all, we customers
\ndo have a choice and after that bad experience I and my staff
\nwill use another airline wherever possible.<\/p>\n
WILLIAN N THOMAS, President Director, PT Securicor Indonesia,
\nJakarta<\/p>",
"url": "https:\/\/jawawa.id\/newsitem\/garuda-customer-service-1447893297",
"image": ""
},
"sponsor": "Okusi Associates",
"sponsor_url": "https:\/\/okusiassociates.com"
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