Skytrax Explains Why Garuda Indonesia Has Dropped to a 4-Star Airline

Jakarta — The quality rating granted to airlines by the global flight rating agency Skytrax has become one of the key benchmarks in assessing service standards in the aviation industry. The assessment covers various aspects, from cabin product quality to the service of staff at airports and during flights. In Skytrax’s rating system, Indonesia’s national carrier Garuda Indonesia is now classified as a 4-Star Airline. Skytrax states that Garuda Indonesia has continued to maintain good staff service, but several product and facilities aspects have been deemed to have deteriorated, failing to meet the standards of a 5-star airline. ‘Garuda Indonesia is certified as a 4-Star Airline for the quality of its airport and onboard products and its staff service. The product rating includes seats, facilities, food and beverages, IFE (in-flight entertainment), cleanliness, and more, and the service rating covers both cabin crew and ground staff,’ Skytrax wrote on its official site. Previously, Garuda Indonesia was known as one of the airlines that had achieved the 5-Star Airline status from Skytrax. However in the latest evaluation, that status was lowered to four stars. ‘Garuda Indonesia, which used to be a 5-Star airline, is currently undergoing a restructuring. With many onboard products and ground facilities in Jakarta and Denpasar now very outdated and in need of upgrading/modernisation, Garuda Indonesia’s rating has been lowered to a 4-Star Airline,’ Skytrax said. According to Skytrax, the ageing facilities and service products of Garuda Indonesia were the main factors in the downgrade. The assessment covers customer experience both onboard and the airline’s service facilities at the main airports. Nevertheless, the agency assessed that the standard of Garuda Indonesia’s staff service remains at a good level. ‘Although staff service standards remain good, product standards have fallen too drastically in recent years, making it unable to sustain the rating,’ Skytrax said. The statement emphasises that the quality of service from cabin crew and ground services staff remains adequate. However, overall product standards are no longer strong enough to sustain a 5-star status. The World Airline Star Rating programme run by Skytrax is a global airline quality evaluation system used worldwide.