Skytrax Downgrades Garuda Indonesia as It Overhauls Service Quality and Financial Performance

The national carrier Garuda Indonesia has earmarked 2026 as a moment to accelerate transformation across its business lines and operations. This step is part of the company’s efforts to strengthen service quality for passengers while also driving sustainable improvements in financial performance. The transformation also forms part of the company’s response to dynamics in the global aviation industry, including Skytrax’s updated service rating classifications for airlines. In a formal release dated 6 March 2026, Garuda Indonesia’s management said the rating change reflects the transformation phase the company is currently undergoing. Alongside this process, a range of improvements to services and operations are being implemented as part of a consolidation towards a healthier, more adaptive, and sustainable business foundation. Previously, Garuda Indonesia no longer held the five-star airline status from Skytrax. In the update released in early March 2026, the airline’s rating was downgraded to four stars. In its statement, Skytrax attributed the downgrade to several products and facilities being deemed outdated and in need of renewal. “Garuda Indonesia, which previously held a five-star rating, is undergoing a restructuring period. With many products inside the aircraft and ground facilities in Jakarta and Denpasar now well overdue for upgrades or modernization, Skytrax wrote that Garuda Indonesia’s rating has been downgraded to four stars.” The product assessment covers various aspects of the passenger experience during a flight, including seat comfort, cabin facilities, food and beverage quality, on-board entertainment system (in-flight entertainment/IFE), and cabin cleanliness. In response, Garuda Indonesia is undertaking fundamental reforms through the development of a comprehensive service-improvement roadmap. The programme covers improvements and refreshment of various passenger journey touchpoints, from airport services to in-flight experience. Several measures planned include improving cabin service quality and flying experience, refreshing ground service at airports, updating lounges, developing digital services and inflight service, and refining various other service elements. All these developments continue to align with Garuda Indonesia’s distinctive 5-senses experience concept, encompassing sight, sound, scent, taste, and touch. Through the implementation of this transformation, Garuda Indonesia hopes to strengthen its position as a national airline that is adaptive and globally competitive.