Skytrax Evaluation Becomes the Starting Point for Garuda Indonesia's Service Transformation

Skytrax’s evaluation of the airline’s service, released by the international rating agency, has become a reflection point for PT Garuda Indonesia (Persero) Tbk to reinforce the transformation of its service and operations. That moment is also part of Garuda Indonesia’s steps to accelerate improvements in service governance and enhance passenger travel experience, in line with efforts to strengthen the company’s financial performance. Management of PT Garuda Indonesia (Persero) Tbk stated that the update of the Skytrax service rating classification is understood as part of reflection on the phase of transformation currently being undertaken by the company. ‘This is something we will strengthen in 2026 through various initiatives to reinforce the foundation of service aspects,’ the management of PT Garuda Indonesia (Persero) Tbk said in an official statement, Jakarta, Friday (6/3/2026). In recent years, Garuda Indonesia has focused on recovery as well as strengthening and restoring the fundamental performance of the company, particularly in financial aspects and business sustainability. The process has gradually introduced various improvements across several service and operational aspects. This effort is part of consolidation toward a healthier, more adaptive, and sustainable business performance foundation. Entering 2026, the company has placed fundamental service transformation as one of its top priorities in business development. Garuda Indonesia is currently carrying out fundamental reform through the preparation of a comprehensive service improvement roadmap. The roadmap covers improvements and refreshment of several touchpoints in the passenger journey. Steps include improving cabin service quality and flight experience, refreshing ground service at airports, updating lounges, developing digital services and in-flight service, and refining various other service elements. These efforts are expected to deliver a more consistent, comfortable, and value-added travel experience for passengers.