Garuda customer service

I and members of my staff are frequently flying to various places within Indonesia. As the National Carrier it has always been my policy that we should use Garuda in preference to other airline companies because of better service and greater flexibility. On Wednesday, July 7, I was driving to Soekarno- Hatta Airport to board flight GA 328 to Surabaya, due to depart at 8.00 p.m. On the way I received a phone call from Garuda informing me there would be a 40 minute delay -- good customer service.

Having checked-in, the flight was called and about 100 plus passengers assembled at the gate, expecting to depart at about 8.40 p.m. We could see the plane at the air bridge.

There then followed a period of three hours 10 minutes waiting, during which time the Garuda ground staff were unable to reliably inform us what was happening. There were no formal announcements. We asked for a duty manager to come and tell us what was happening but no Garuda Official bothered, or were afraid of facing many angry and upset passengers. As the evening wore on we had no idea whether there would be a flight leaving, or when. No consideration was given to passengers with infants or young children and no refreshments were offered.

By about 11.00 p.m. many passengers were very concerned and asking the Garuda ground staff whether or not hotel arrangements were being made -- the ground staff were constantly on the radio to their supervisors but with no response to our situation.

At about 11.50 pm we were asked to board the aircraft with still no sign of a Garuda manager, no explanation and no apology -- it was as if nothing had happened. The pilot did make a half- hearted attempt by saying "they are sorry for the delay due to technical reasons". Clearly something unexpected had happened and I do not know if other flights that evening were similarly affected or not.

Whilst credit must be given to garuda junior ground staff who bore the brunt of angry and upset passengers, Garuda Indonesia would do well to review their procedures and encourage their management to be more customer aware -- after all, we customers do have a choice and after that bad experience I and my staff will use another airline wherever possible.

WILLIAN N THOMAS, President Director, PT Securicor Indonesia, Jakarta