Kemarin saya termasuk orang yang MASIH percaya, bahwa GARUDA INDONESIA sebagai salah satu airlines terbaik yang Indonesia miliki. Pelayanan yang baik, kemudahan pembelian tiket melalui online reservation,dll. GA selalu terlihat WAH di mata saya dan profesional.
Walaupun pengalaman saya 4bulan lalu ketika mendapat perlakuan kasar dari salah satu staff mereka di bandara Cengkareng masih terngiang-ngiang. Ada ketakutan mungkin akan terjadi lagi tapi saya tetap bersikukuh bahwa kali ini GA akan berbeda, it's gonna be perfect.
Dan kemarin, finally saya meruntuhkan label bahwa GA tidak sehebat yang saya pikirkan. Management yang tidak begitu bagus diground, poor service, dua kali saya menggunakan jasa GA dalam empat bulan terakhir, dua-duanya kacau!! Ekspektasi saya yang "memuja" GA ternyata membawa saya ke pengalaman yang sangat melelahkan.
I sent my complaint letter to their customer care(again), walopun ngga tau deh ngaruhnya seperti apa.
****
Dear Cust. Care,
This is the second email I sent to you within 4months regarding your service, it was horrible,awful, unprofessional action from your management to the customer.
Me and my sister were scheduled to fly with GAxxx 12Aug2012 under PNR/booking reff xxxx, flight from CGK to xxx. I came by 05.00am, going through smooth check in and waited in the waiting area, it was F2. After sometimes, there was announcement informing us due the bad weather, the flight was re-scheduled from 06.00am to 06.30.
For OUR SAFETY, I am totally UNDERSTAND. Even after some minutes they told us again, re-scheduled to 07.30 ISO 06.30. I decided to sit in front of the gate not inside the gate because it was very cold. Again, they re-scheduled to 08.00, 08.30, and last one 09.30am. I don't have any ISSUE to wait more than 2-3hrs because of weather, it's something that you can't handle/predict. I was working at the airport and I am well-experience with this kind of situation.
What makes me EXTREMELY UPSET, when me and my sister came to the gate by 09.10 and they said, gate is CLOSED. The staff there tried to arrange the car and drove us to the ramp and I found out, the plane already on PUSH BACK position and queuing for take off.
We went to the gate again and one of the staff asked me to wait.
1. PLEASE, explain to me what was going on. How could you LET ME MISSED MY FLIGHT??? There was NO ANNOUNCEMENT, NO LAST CALL, NO ONE CALL OUR NAMES!! no one at the gate brave enough to explain this.
2. It was a delayed flight. I reported to the gate on time. I asked the staff about the new schedule many times, I was seated in front of the gate and frequently check the timings, UNFORTUNATELY the system on the screen showed NOTHING.
Your staff tried to call the supervisor, I waited 30minutes to see him.
I could not understand how you guys work under such a slow action.No one tried to explain to me what happened to my flight, why no body announce for last call nor our names, what happened to our luggage!! no one!! I refuse to wait in the gate for the next flight and Mr. AP brought us to the lounge.
He told me to wait while he tried to re-booked my flight at 11.25 flight. I am still angry but I understand, it's gonna takes time. BUT WHY he did not came back and explain to me the progress?? Is it okay or not okay? Then,I came to the receptionist at the lounge, ask the staff to call Mr. AP, I didn't notice his name at first, I knew it later when I met him again at the cust.service office.
You know what, even the receptionist HAS NO IDEA who is the one who put me in the lounge!! WOW, there is NO COORDINATION AT ALL. Each staff didn't notice each others!! they asked me to go to the cust.service office BY MYSELF, WITHOUT ASSISTANCE!! Where is the SERVICE??
Okay, let me tell you the worst schema.
I went to the cust.care office, I met Mr. AP again, it's already 11.10am and found out the flight for 11.25 was OVERBOOKED. It's unfair and frustrating I have been waited hours and again to wait another hours to go home. I knew from the staff that the availability for C/class was widely OPEN.
A. It's my right to get the seat on the next-earlier-flight since it was not my mistake that the plane LEFT.
B. I told them to upgrade my seat to the C/class but then they refused because my ticket was DISCOUNTED/ Promotional ticket. promotional or full fare ticket I bought IS NOT THE MAIN ISSUE. You have to put anything behind and give us the best service. But okay, then, If you disagree to upgrade MY DISCOUNTED TIX, why don't you upgrade your FREQUENT FLYER or ANYPAX with the highest tix fare,and GIVE US the seat.
Upgrading people to C class is the EASIEST even you can do that at the gate, before boarding, announce the name at the waiting area, change their tix to C class. Your GFF pax feel happy, Me either because I could get the seat, everybody would be happy right?? I have doing THIS SCHEMA SO MANY TIMES. But yesterday, this ACTION NEVER HAPPENED. I was stuck at the airport until the next flight, 15.00pm. Imagine, 09 hours at the airport.
Come on Garuda, we believe as our NATIONAL flight carrier, you have the BEST services than other airlines. What happened to your management??? Where is the service we paid for?? where is the comfort??
After a long discussion with Mr. AP and Mr. SJ, I don't have any choice, still. I am agree to wait for 3pm flight and I asked them to upgrade my tix to C class as compensation. What an AWFUL and TIRING experience with Garuda!!
In my suggestion, you should TRAIN YOUR STAFF in professional manner!! Saying sorry is not solving the problem, THINK and ACT FAST giving us solution instead of JUST saying SORRY.
1. At the gate, before the staff brought me to the RAMP area, why don't they tried to CONTACT DISPATCHER?? USE YOUR RADIO!!
2. SPV is very hard to be reached, the staff said he did not know the mobile number of SPV or Manager on Duty that day. Come onnnnnn, have you ever heard about BRIEFING?? BRIEF YOUR STAFF before they start to work, write down the number of SPV or DM/MOD on the board!!
3. Use the announcement/last call/ call the name is the normal procedure. FIX YOUR SCREEN/FLIGHT DISPLAY!! UPDATE IT.
4. Approach the pax with professional manner. Introduce yourself to the pax, what is your position, bring them personal to talk so it's not really noisy and became such a SHOW/Entertainment to other passenger.
5. FOLLOW UP is important. What is the progress, what is the status. Inform the pax directly, come and see them.
6. Always have an IDEA, as SPV or MOD you have higher authority than just a staff. But why do they act like a staff? where is the knowledge?? for example if it's company fault they missed their flight, the solving problem is gonna be like this:
- put them as the highest priority to the next flight
- if the flight is overbooked, look for another option, upgrading is the first solution or you have to DENIED boarding some pax or search for other airlines. transfer them immediately. update the luggage.
- if it is more than 6-7hrs of waiting, pax has the right to take a rest in the hotel.
- provide the compensation, upgrade ticket, voucher, lounge access is a must, what ever to make them comfort.
so many things you can do for mishandled pax, do more research.
7. Giving an ASSIST for those who extremely upset. Put somebody who will responsible for the problem, so we are not LOST about the status of the flight. We should not come to find you and ask, but your representative. show your competence and high-respect.
After this long email, I am not trying to attack your staff personally, Mr. AP or SJ because I don't know how high their Authority, may be I should meet the highest level in your airport management to complaint, why do they give the SPV a limitation for being a decision maker. I appreciate their help and sorry if I have to shout to them but really, it was hard day and GENERALLY, all your staff need a high standard of customer service if you really want to be 5star airlines. Forget about SKYTRAX, better if you FIX your management schema on ground.
Adorable #mood : very upset---level of anger: High-temper#b
Walaupun pengalaman saya 4bulan lalu ketika mendapat perlakuan kasar dari salah satu staff mereka di bandara Cengkareng masih terngiang-ngiang. Ada ketakutan mungkin akan terjadi lagi tapi saya tetap bersikukuh bahwa kali ini GA akan berbeda, it's gonna be perfect.
Dan kemarin, finally saya meruntuhkan label bahwa GA tidak sehebat yang saya pikirkan. Management yang tidak begitu bagus diground, poor service, dua kali saya menggunakan jasa GA dalam empat bulan terakhir, dua-duanya kacau!! Ekspektasi saya yang "memuja" GA ternyata membawa saya ke pengalaman yang sangat melelahkan.
I sent my complaint letter to their customer care(again), walopun ngga tau deh ngaruhnya seperti apa.
****
Dear Cust. Care,
This is the second email I sent to you within 4months regarding your service, it was horrible,awful, unprofessional action from your management to the customer.
Me and my sister were scheduled to fly with GAxxx 12Aug2012 under PNR/booking reff xxxx, flight from CGK to xxx. I came by 05.00am, going through smooth check in and waited in the waiting area, it was F2. After sometimes, there was announcement informing us due the bad weather, the flight was re-scheduled from 06.00am to 06.30.
For OUR SAFETY, I am totally UNDERSTAND. Even after some minutes they told us again, re-scheduled to 07.30 ISO 06.30. I decided to sit in front of the gate not inside the gate because it was very cold. Again, they re-scheduled to 08.00, 08.30, and last one 09.30am. I don't have any ISSUE to wait more than 2-3hrs because of weather, it's something that you can't handle/predict. I was working at the airport and I am well-experience with this kind of situation.
What makes me EXTREMELY UPSET, when me and my sister came to the gate by 09.10 and they said, gate is CLOSED. The staff there tried to arrange the car and drove us to the ramp and I found out, the plane already on PUSH BACK position and queuing for take off.
We went to the gate again and one of the staff asked me to wait.
1. PLEASE, explain to me what was going on. How could you LET ME MISSED MY FLIGHT??? There was NO ANNOUNCEMENT, NO LAST CALL, NO ONE CALL OUR NAMES!! no one at the gate brave enough to explain this.
2. It was a delayed flight. I reported to the gate on time. I asked the staff about the new schedule many times, I was seated in front of the gate and frequently check the timings, UNFORTUNATELY the system on the screen showed NOTHING.
Your staff tried to call the supervisor, I waited 30minutes to see him.
I could not understand how you guys work under such a slow action.No one tried to explain to me what happened to my flight, why no body announce for last call nor our names, what happened to our luggage!! no one!! I refuse to wait in the gate for the next flight and Mr. AP brought us to the lounge.
He told me to wait while he tried to re-booked my flight at 11.25 flight. I am still angry but I understand, it's gonna takes time. BUT WHY he did not came back and explain to me the progress?? Is it okay or not okay? Then,I came to the receptionist at the lounge, ask the staff to call Mr. AP, I didn't notice his name at first, I knew it later when I met him again at the cust.service office.
You know what, even the receptionist HAS NO IDEA who is the one who put me in the lounge!! WOW, there is NO COORDINATION AT ALL. Each staff didn't notice each others!! they asked me to go to the cust.service office BY MYSELF, WITHOUT ASSISTANCE!! Where is the SERVICE??
Okay, let me tell you the worst schema.
I went to the cust.care office, I met Mr. AP again, it's already 11.10am and found out the flight for 11.25 was OVERBOOKED. It's unfair and frustrating I have been waited hours and again to wait another hours to go home. I knew from the staff that the availability for C/class was widely OPEN.
A. It's my right to get the seat on the next-earlier-flight since it was not my mistake that the plane LEFT.
B. I told them to upgrade my seat to the C/class but then they refused because my ticket was DISCOUNTED/ Promotional ticket. promotional or full fare ticket I bought IS NOT THE MAIN ISSUE. You have to put anything behind and give us the best service. But okay, then, If you disagree to upgrade MY DISCOUNTED TIX, why don't you upgrade your FREQUENT FLYER or ANYPAX with the highest tix fare,and GIVE US the seat.
Upgrading people to C class is the EASIEST even you can do that at the gate, before boarding, announce the name at the waiting area, change their tix to C class. Your GFF pax feel happy, Me either because I could get the seat, everybody would be happy right?? I have doing THIS SCHEMA SO MANY TIMES. But yesterday, this ACTION NEVER HAPPENED. I was stuck at the airport until the next flight, 15.00pm. Imagine, 09 hours at the airport.
Come on Garuda, we believe as our NATIONAL flight carrier, you have the BEST services than other airlines. What happened to your management??? Where is the service we paid for?? where is the comfort??
After a long discussion with Mr. AP and Mr. SJ, I don't have any choice, still. I am agree to wait for 3pm flight and I asked them to upgrade my tix to C class as compensation. What an AWFUL and TIRING experience with Garuda!!
In my suggestion, you should TRAIN YOUR STAFF in professional manner!! Saying sorry is not solving the problem, THINK and ACT FAST giving us solution instead of JUST saying SORRY.
1. At the gate, before the staff brought me to the RAMP area, why don't they tried to CONTACT DISPATCHER?? USE YOUR RADIO!!
2. SPV is very hard to be reached, the staff said he did not know the mobile number of SPV or Manager on Duty that day. Come onnnnnn, have you ever heard about BRIEFING?? BRIEF YOUR STAFF before they start to work, write down the number of SPV or DM/MOD on the board!!
3. Use the announcement/last call/ call the name is the normal procedure. FIX YOUR SCREEN/FLIGHT DISPLAY!! UPDATE IT.
4. Approach the pax with professional manner. Introduce yourself to the pax, what is your position, bring them personal to talk so it's not really noisy and became such a SHOW/Entertainment to other passenger.
5. FOLLOW UP is important. What is the progress, what is the status. Inform the pax directly, come and see them.
6. Always have an IDEA, as SPV or MOD you have higher authority than just a staff. But why do they act like a staff? where is the knowledge?? for example if it's company fault they missed their flight, the solving problem is gonna be like this:
- put them as the highest priority to the next flight
- if the flight is overbooked, look for another option, upgrading is the first solution or you have to DENIED boarding some pax or search for other airlines. transfer them immediately. update the luggage.
- if it is more than 6-7hrs of waiting, pax has the right to take a rest in the hotel.
- provide the compensation, upgrade ticket, voucher, lounge access is a must, what ever to make them comfort.
so many things you can do for mishandled pax, do more research.
7. Giving an ASSIST for those who extremely upset. Put somebody who will responsible for the problem, so we are not LOST about the status of the flight. We should not come to find you and ask, but your representative. show your competence and high-respect.
After this long email, I am not trying to attack your staff personally, Mr. AP or SJ because I don't know how high their Authority, may be I should meet the highest level in your airport management to complaint, why do they give the SPV a limitation for being a decision maker. I appreciate their help and sorry if I have to shout to them but really, it was hard day and GENERALLY, all your staff need a high standard of customer service if you really want to be 5star airlines. Forget about SKYTRAX, better if you FIX your management schema on ground.
Adorable #mood : very upset---level of anger: High-temper#b
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