Garuda Indonesia Tops Asian Airlines Service Quality Survey

[HD video below] Indonesia’s national airline, Garuda Indonesia, has been recognized as Asia’s leading service quality airline, according to a recent independent survey of all major airlines across the region.

The survey conducted by the Centre for Asia Pacific Aviation (CAPA), scored Garuda ahead of Singapore Airlines, Thai Airways, Cathay Pacific and Malaysia Airlines for the overall quality of its service.

The survey finding follows Garuda being named the ‘World’s Most Improved Airline’ at the Skytrax 2010 World Airline Awards in Hamburg, Germany, in May.

CAPA is an independent research centre providing aviation market intelligence, analysis and data services. It publishes aviation surveys for Asia Pacific, the Americas, the Middle East and Africa.

The Asia survey covered criteria such as passenger comfort, food, in-flight and ground services and customers’ perceptions of the value of flying with the airline.

The survey reported that travellers were genuinely impressed with the service offered by Garuda and that the airline appeared to be rebuilding itself on firm foundations.

Emirsyah Satar, Garuda Indonesia’s President and CEO, said the CAPA recognition was further evidence that the airline’s ‘turnaround’ strategy first implemented in 2006 is achieving results.

“Garuda’s business transformation programme covers all aspects of the company. This CAPA survey result is an endorsement of our efforts to transform the airline and to deliver the highest standards of service to our passengers on the ground and in the air,” he said. “It is also due recognition of our heavy investment in training, maintenance and new aircraft. We have added 24 new aircraft to our fleet and successfully addressed service quality in 28 product areas.”

As part of its transformation program, Garuda Indonesia invested heavily in developing a service concept known as the ‘Garuda Indonesia Experience’. This combines warm Indonesian hospitality with elements of the country’s rich and diverse cultural heritage, reflected in the on-board decor, staff uniforms, food and beverages. Its new aircraft fleet features seatback video-on-demand systems throughout Executive and Economy classes, while the long-haul Airbus A330-200s are equipped with lie-flat beds in Executive Class.

A New-Look Garuda Indonesia Boeing 737-800 NG @ Singapore Airshow 2010

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