Garuda services

Garuda services

From Media Indonesia

I am answering the letter by A Nuril Hidayat and Benny Poluan in Media Indonesia on Dec. 20, 1994. They stated their disappointment in Garuda's ground handling services at Soekarno- Hatta airport. Mr. Hidayat's luggage was lost. We regret the loss and the inconvenience it caused. Although the problem has been solved, Garuda finds it necessary to clarify the matter as follows:

* Most airline companies cooperate in carrying out the ground handling at every transit point. Garuda Indonesia is responsible for handling the luggage of foreign companies at Soekarno-Hatta airport.

* All problems concerning luggage should be reported to the lost and found department in the airport concerned.

When a customer has a luggage problem the first thing they should do is to report the case to the lost and found department. If the luggage cannot be traced, the customer place their claim with the airline they flew with, not to the company doing the ground handling.

* Every passenger should ensure that their luggage is tagged for their destination. While moving hundreds of pieces of luggage, errors can occur.

* We fully realize that luggage is often lost by airlines. Many times the customer reports the case to the wrong company.

In this specific case Garuda's image was tarnished because the claim was wrongly directed to Garuda. We hope this will clarify the problem of Garuda's ground handling.

JANSIUS SIAHAAN

Head of Public Relations

PT Garuda Indonesia

Jakarta