Garuda earns both praise and criticism

Garuda earns both praise and criticism

JAKARTA (JP): Being the national flag carrier, it is only
natural that Garuda faces huge challenges fulfilling the
increasing demands of its passengers. While it is loved by many
it is also loathed by some.

The Jakarta Post talked to some Garuda customers, and ex-
customers, about their experiences.

Nadya Hutagalung, MTV disc jockey: "To me, all Garuda's crew
are pretty good. The only problem is its often delayed flights.
Wow ... so boring."

Fadel Muhammad, a prominent businessman: "In my experience,
the service of our airlines has got better and better even though
the ground staff and their crew could still improve their
services. Probably, the only major snag is the delays, which
sometimes cause us businessmen big losses."

Sri, a Garuda Indonesia stewardess in 1970s: "I feel so sad
about the overall performance of the inflight service crew
nowadays. The stewardesses, for instance, hand over meals without
even looking at the passengers. They sometimes only give good
service to wealthy looking passengers. I have no idea why, but it
could be that because of the high demand for stewardesses
airlines no longer have tight recruitment policies."

Harun Hajadi, president director of Ciputra group: "I always
fly Garuda Indonesia and only take other airlines if the flight
is delayed.

For businessmen like me, an airline has to be safe and
punctual. I think Garuda's flights are safe enough. But it is
very weak on punctuality, which is, I think, because of the lack
of discipline of its staff.

One time I flew Garuda, the passengers were all on board and
we waited and waited to take off. When I asked what the problem
was, the stewardess said: "We have to wait for the pilot".
Garuda has to improve the quality of its staff through training.

Garuda must also take special care of its customer service
department since the unit has direct contact with the public. In
many companies, including my firm, customer service is directly
under the supervision of the president director due to its
importance.

I feel sad when I hear how often Garuda's customer service
fails to give information about flights being delayed.

And in terms of inflight services Garuda needs to vary their
menu. As a frequent flyer, I spend 30 percent of my time in the
air. I need enjoyable food during a trip. In fact, Garuda serves
exactly the same menu each time and I can no longer eat the
food."

Amir Syamsuddin, a lawyer:"I have flown with many foreign
airlines. Their services are very good. One airline asks its
passengers a few days before the flight if they are Moslem or not
so they can provide halal food for them. They seem to take good
care of their passengers. I think Garuda could learn from this.
But, if we compare Garuda with other domestic airlines Garuda is
the best."

Iwan N., a telecommunications company official: "I complained
about Garuda's service during a flight to Amsterdam recently. A
minister was on board and was given good service.

For other passengers the food came late. When it eventually
came I was so disgusted I poured water on the food and said:
'Look here, I paid for the ticket, the minister didn't.'

One of the stewardesses apologized for the bad service."

Fred Sukowski, a consultant: "I like to fly with Garuda for
several reasons. The main reason is because the crew are much
more friendly than on other airlines. Garuda is more flexible in
checking luggage. They tolerate over-weight luggage to certain
limits. But, there are lots of delays and there is no guarantee
you get a seat even you have booked one."

Babe, an expatriate executive: "For me, the most important
thing about an airline is its punctuality and the way it handles
luggage.

Garuda is, honestly speaking, weak in punctuality. I think one
reason is because it uses old aircraft. I once flew Garuda. The
flight was delayed for long hours because of engine problems.
Then, soon after taking off, it returned to the airport because
of the engine problem. We were really upset.

It is also no longer a secret that Garuda also often delays
flights to wait for important people like ministers.

Their handling of luggage is also less than satisfactory.
After one Garuda flight, I arrived in Jakarta to find my new bag
was damaged. I filed a complaint. They said "It could have been
damaged by airport staff from abroad not here".

Garuda certainly has many weaknesses compared to world-class
airlines like Singapore Airlines. But many airlines abroad are
worse than Garuda." (team)