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)