Garuda, get real!

Garuda, get real!

Following Garuda Indonesia's advertisement in The Jakarta Post
on June 12, 2000, I would like to relate my recent unpleasant
experience with the airline and ask why it is thanking its
customers for complaining but then doing nothing about the
complaints.

In February this year, I was traveling with my husband from
Denpasar to Jakarta, after our wedding on Bali. Upon checking-in
at Ngurah Rai International Airport, the check-in staff told us
to check in my husband's carry-on case, as the flight was full.

On arrival back home in Jakarta, we found that a number of
items were missing from the bag. One was an engagement gift from
me to my husband, a limited edition of Mont Blanc pen. The other
items were a wedding gift plus copies of documents in the file
they were in.

When we contacted Garuda about the missing items, they were
extremely reticent and suggested we write to their head office to
complain. Unhappy with this I asked to speak to someone in person
and had a meeting with a representative of the claim department.
As requested, I took the case with me for inspection and showed
where the missing items had been. The representative told me that
an initial amount would be offered based on Garuda policy but
that we could submit an appeal if we were not satisfied. After
duly filling out a claim form, we waited two months until I was
told that Garuda would offer compensation of Rp 400,000, in line
with their policy.

We were distinctly unsatisfied with this amount and pointed
out to the Garuda staff that one of the items alone was worth
US$200 and furthermore that the items stolen had sentimental
value and were irreplaceable. What they were offering to
compensate as for the dishonesty of their baggage handlers was an
insult.

However, the airline pointed out yet again that there was a
limited liability on baggage claims of Rp 20,000 per kilo. I
asked them what they suggested I could put into my luggage that
would be fully compensated for by this amount. No one had an
answer. When I then asked about appealing they told me that I was
not entitled to claim further as I had left the airport before
making the initial claim. Apparently it is the policy of Garuda
Indonesia that all baggage must be checked at the airport, if
passengers do not do so Garuda will accept no responsibility for
items subsequently found to be missing. (The customer services
manager did admit that was not actually practical to do so).

What I find to be the most infuriating aspects of this whole
episode is that by setting the compensation amount so low, it
appears that Garuda almost expects its staff to pilfer items from
passengers' baggage and so ensure that any compensation they have
to pay will not be substantial. Moreover, not one of the Garuda
employees I spoke to apologized to me or said they were sorry for
the loss, the invariable response was giggling and sniggering.

I am not sure whether my complaint was submitted before or
after the airline ushered in its "new Garuda Indonesia era" but
perhaps a reasonable response to this letter would prove how
"seriously committed to improving (its) professionalism" the
company is.

SARA OXLEY-FURNEY

Jakarta;