The award was presented by the CEO of Skytrax Mr Edward Plaisted to the President and CEO of Garuda Indonesia Mr Emirsyah Satar, during the biggest airshow in the world, the Farnborough International Airshow 2014. The award was given to Garuda Indonesia based on a global customer satisfaction survey conducted by Skytrax of more than 18 million passengers between August 2013 and May 2014.
Skytrax is acknowledged as running one of the most comprehensive customer satisfaction surveys in the airline industry. More than 105 different nationalities participated in the customer satisfaction survey, which covered over 245 airlines, from largest international airlines to smaller domestic carriers. The surveys measure standards across 41 key performance indicators of airline front-line product and service.
Commenting on the honors, Mr Emirsyah Satar said, “I would certainly like to thank Skytrax and all of our loyal customers for recognizing the efforts we have made in our services, presenting the "Garuda Indonesia Experience" which aims to ignite each of the five senses and bestowing Garuda Indonesia with "The World's Best Cabin Staff 2014" award in this prominent ceremony.”
“Being awarded "The World's Best Cabin Staff 2014" is certainly an honor for all of Garuda's dedicated employees - and in particular our cabin crews, who have committed themselves wholeheartedly to the advancement of Garuda Indonesia and have embraced the challenge together to achieve a level of "Service of Excellence”. I believe that this award will serve as further inspiration for Garuda and its employees to remain committed and even improve further, while it will also mark another milestone as a firm recognition of the sustained development which we have continued to make over the recent years, not only in terms of services, but also throughout all aspects of our company.”
Garuda Indonesia introduced its distinctive service, the “Garuda Indonesia Experience”, which is a service concept based on Indonesia's rich cultural heritage, in 2009. This unique service blends the country's warm and gracious hospitality as well as its unique atmosphere with the airline's professional service, which puts priorities in safety and comfort.
The Indonesian hospitality concept was then translated into services that delighted the five senses: sight, sound, taste, scent, and touch by reflecting the unique and diverse elements of the archipelago's rich ethnic groups, traditions, culture, art, music and the inner spiritual beauty of the people.
By offering product and services based on Indonesian culture and hospitality, the local passengers travelling abroad can feel quite at home during their flights with Garuda Indonesia, while for foreign visitors can feel the hospitality and nuances that are uniquely Indonesia, even before they arrive in the country.
As Garuda Indonesia carries out its business transformation program and continuous service improvements, the airline's performance is increasingly being recognized at international level. Garuda Indonesia was awarded "The World's Best Regional Airline" at the Farnborough International Airshow 2012 and “The World's Best Economy Class” by Skytrax during the Paris Aishow 2013. Garuda Indonesia is now also included in the list of “The World's Top 10 Airlines” by Skytrax.
Furthermore, during the “Passenger Choice Award 2013” held in September 2013 in Anaheim, California, USA, and organized by “Airline Passenger Experience Association (APEX)”, Garuda Indonesia was chosen as the “Best in Region: Asia and Australasia”.
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