Garuda, get real!<\/p>\n
Following Garuda Indonesia's advertisement in The Jakarta Post
\non June 12, 2000, I would like to relate my recent unpleasant
\nexperience with the airline and ask why it is thanking its
\ncustomers for complaining but then doing nothing about the
\ncomplaints.<\/p>\n
In February this year, I was traveling with my husband from
\nDenpasar to Jakarta, after our wedding on Bali. Upon checking-in
\nat Ngurah Rai International Airport, the check-in staff told us
\nto check in my husband's carry-on case, as the flight was full.<\/p>\n
On arrival back home in Jakarta, we found that a number of
\nitems were missing from the bag. One was an engagement gift from
\nme to my husband, a limited edition of Mont Blanc pen. The other
\nitems were a wedding gift plus copies of documents in the file
\nthey were in.<\/p>\n
When we contacted Garuda about the missing items, they were
\nextremely reticent and suggested we write to their head office to
\ncomplain. Unhappy with this I asked to speak to someone in person
\nand had a meeting with a representative of the claim department.
\nAs requested, I took the case with me for inspection and showed
\nwhere the missing items had been. The representative told me that
\nan initial amount would be offered based on Garuda policy but
\nthat we could submit an appeal if we were not satisfied. After
\nduly filling out a claim form, we waited two months until I was
\ntold that Garuda would offer compensation of Rp 400,000, in line
\nwith their policy.<\/p>\n
We were distinctly unsatisfied with this amount and pointed
\nout to the Garuda staff that one of the items alone was worth
\nUS$200 and furthermore that the items stolen had sentimental
\nvalue and were irreplaceable. What they were offering to
\ncompensate as for the dishonesty of their baggage handlers was an
\ninsult.<\/p>\n
However, the airline pointed out yet again that there was a
\nlimited liability on baggage claims of Rp 20,000 per kilo. I
\nasked them what they suggested I could put into my luggage that
\nwould be fully compensated for by this amount. No one had an
\nanswer. When I then asked about appealing they told me that I was
\nnot entitled to claim further as I had left the airport before
\nmaking the initial claim. Apparently it is the policy of Garuda
\nIndonesia that all baggage must be checked at the airport, if
\npassengers do not do so Garuda will accept no responsibility for
\nitems subsequently found to be missing. (The customer services
\nmanager did admit that was not actually practical to do so).<\/p>\n
What I find to be the most infuriating aspects of this whole
\nepisode is that by setting the compensation amount so low, it
\nappears that Garuda almost expects its staff to pilfer items from
\npassengers' baggage and so ensure that any compensation they have
\nto pay will not be substantial. Moreover, not one of the Garuda
\nemployees I spoke to apologized to me or said they were sorry for
\nthe loss, the invariable response was giggling and sniggering.<\/p>\n
I am not sure whether my complaint was submitted before or
\nafter the airline ushered in its \"new Garuda Indonesia era\" but
\nperhaps a reasonable response to this letter would prove how
\n\"seriously committed to improving (its) professionalism\" the
\ncompany is.<\/p>\n
SARA OXLEY-FURNEY<\/p>\n
Jakarta;<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/garuda-get-real-1447893297", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }