History

Garuda Indonesia dates its founding to 1949 when it began life with a single Douglas DC-3 lent by the government of Myanmar (Burma). The name Garuda is derived from Hindu mythology where the Garuda bird was the god Vishnu’s ‘vehicle’. Throughout the 1950’s and 1960’s the airline expanded with a mixed fleet and its extensive network stretched from North America to Europe. The airline took delivery of its first jet in 1965. During the heyday of the airline they could even lay claim to being the launch customer of Airbus’s A300 in 1984. Garuda Indonesia was primarily an international airline with its focus being the mystical tourist island of Bali, while its head office has always been in Jakarta. During the 1990’s Garuda hit turbulence. It suffered two fatal accidents and was hard hit by the financial downturn in 1997. Things could not get much worse but they did. Deregulation robbed the airline of much of its customer base and its reputation took a battering when all Indonesian airlines were banned from EU airspace in 2007. Garuda Indonesia began an aggressive programme to improve the airline and its flying rights in Europe were restored in 2009. The airline joins SkyTeam in 2012 and is once again regarded as Indonesia’s best carrier.

On-Board Service

Garuda Indonesia can rightly claim to be the worlds most improved airline based on its spectacular changes over the last five years. Crew are attractively attired in a colourful Indonesian batik uniform and provide a high level of service. Crew are a mixture of experienced older flight attendants and younger enthusiastic ones. Indonesians are naturally reserved so passengers can expect a polite rather than familiar service. Crew perform their duties rather than exceed them.

Network

Garuda’s network has undergone considerable change over the years. It once provided only limited domestic services, leaving them to its domestic partners, now it competes on all major internal routes. Its international route map has shriveled since the 1980’s and hit a low in 2007. Internationally the airline links Bali to major tourist markets in Australia, Japan, China and other rich Asian countries, while services aimed at Indonesian workers in the Middle East depart from Jakarta. The airline has restored an Amsterdam service as its sole European destination.

Price

Garuda Indonesia represents excellent value for money. All inclusive holiday packages tour partner Orient Holidays offer unbeatable value. Garuda’s main competitors are often no-frill airlines like Jetstar, Tiger Airways and AirAsia which are inferior in every way; sometimes including price. When comparing prices its important to remember that Garuda tickets include meals, drinks, entertainment, extra baggage allowances and a genuine Indonesian experience with a smile rather than aggressive check-in agents and on-board crew eager to sell items to make commission.

Catering

As a legacy airline Garuda Indonesia still provides a legacy catering service which includes light meals and drinks on shorter domestic legs and full service meals on international routes. Meals show few signs of cost cutting and drinks are topped up with a smile. Meals originating in Indonesia are based on tasty traditional fare while many other routes have a more international flavour.

Entertainment

As part of the airline’s modernization efforts Garuda is investing in modern seat back in-flight entertainment units for larger aircraft. Movies are a mixture of Hollywood and Asian films with numerous audio channels in a variety of languages. In short there is something for everyone, no matter what the language will be. The airline’s inflight magazine, called ‘Garuda’ has some interesting articles and fine photography.

Ground Service and baggage

Indonesia has a poor reputation for airport baggage theft and unreliable service and Garuda is no exception. Checking in is simple enough and staff don’t seem to care much about excess weight which is good for big shoppers, but bags that miss connecting flights or get lost often stay lost. Low paid baggage handlers in Indonesia don’t seem to care very much about the passengers luggage so fragile items do get broken. Bags should be locked. Check-in times can range from very fast to slow. Staff seldom seem to be in a hurry.

Premium Classes & Lounges

Garuda has improved its Executive Premium Class enormously. Aircraft interiors are inviting and relaxing with spacious seating and modern amenities. The airlines meal service is now top-notch however crew tend to not be proactive in topping up drinks. Even premium passengers typically need to ask to have their glass refilled, rather than staff taking the initiative. Garuda’s premium lounges however are pretty average with a limited range of food items on occasions. If Singapore Airlines was running their lounges, they would begin by firing all the staff. Lounge attendants are primarily interested in chatting to each other and seem quite lazy. Economy passengers can purchase lounge access at the airport which is a good deal if you have a long wait. Outside Indonesia premium passengers use other airline’s lounges.

Economy Class

Garuda Indonesia’s ticket prices are cheap, the airline allows passengers to carry far more than what it says on the ticket and meals, drinks and entertainment are all included. In short, Garuda is the best way to begin a Bali holiday. Aircraft interiors are pleasant and the flight is a good way of easing into Indonesia.

Frequent Flyer Programme

Until Garuda decided to join SkyTeam it has a crappy frequent flyer programme not really worth joining, even for frequent flyers. Very few benefits resulted from membership and staff seldom acknowledged high tier customers. Their GFF (Garuda Frequent Flyer) programme still has a long way to go and it is difficult to see why anyone should join. Points are regularly not accredited for flights and its practically impossible to have them awarded later. There are far better SkyTeam schemes to belong to which will earn points on a Garuda flight.

Corporate Culture

Working for an airline was once considered a very good job in Indonesia and largely still is. Staff never want to lose their job so will do what their bosses say even if it’s illegal or corrupt. The upper echelons of the company did not get their jobs because of their skill but because of their connections. Business is conducted the Indonesian way at Garuda so it’s important to have the right connections and please the right people. What Westerners might regard as corruption is just more transparent in Indonesia than it is other countries who give it a better sounding name. However Garuda’s management team would benefit from better management skills.

Safety

Garuda Indonesia has a shockingly terrible safety record and well deserved to lose its flying rights to the EU in 2007. The airline has had 11 fatal accidents and one fatal hijacking. The EU flying ban resulted following a Garuda 737-400 attempt to land at excessive speed and crash landed killing 21. Pilot error was to blame.Garuda seemed more concerned to down play the incident than learn from it, but it took the EU ban to improve things. Indonesia’s highly deregulated aviation market compels airlines to cut corners. During incidents Garuda’s crew visible seem concerned with their survival than the passengers. Few Garuda staff would receive bravery awards.

Garuda Indonesia - Rating

Great value for money, great service and rapidly improving reputation make a Garuda Indonesia flight a good deal.

www.garuda-indonesia.com/