The concept of Indonesian hospitality is applied into several icons to delight the five senses
Garuda Indonesia Experience is a new concept of service designed to allow passengers to experience Indonesia at its best. From the moment they make flight reservation until their arrival at the destination, passengers of Garuda Indonesia are pampered with a sincere and friendly service, the epitome of Indonesian hospitality, as symbolized in our new standard greetings, ‘Salam Garuda Indonesia’.
By introducing the concept of Garuda Indonesia Experience, Garuda Indonesia is creating a special brand identity for the company and at the same time promoting Indonesia in the international level. The concept of Garuda Indonesia Experience is based on “5 senses” (sight, sound, scent, taste, and touch) which includes 24 “customer touch points”, from pre-journey, pre-flight, in-flight, post flight and post journey services.
Since it was first launched in 2009, Garuda Indonesia Experience has been relying on Indonesian hospitality as its main base. This is in line with the vision of Garuda Indonesia, to become a reliable airline which is offering high quality services to people around the world with Indonesian hospitality in its core. Garuda Indonesia has a special mission, as the flag carrier of Indonesia which promotes Indonesia to the international society. The concept of Indonesian hospitality is applied into several icons designed to delight the five senses. We can see it on the unique Indonesian materials and ornaments used for the interior of the aircraft, the exotic scent of Indonesian flowers, the sound of Indonesian indigenous folk music and the taste of Indonesian traditional food and beverage. During 2009, the company carried out refurbishment program for its old fleet, Boeing 747-400 and Airbus 330-300, by changing the design interior of the aircrafts and adding Audio Video On Demand (AVOD) facilities. These steps are in line with the concept of Garuda Indonesia Experience.
Apart from involving the five senses, the concept of Garuda Indonesia Experience should also includes these basic values: on-time and safe (for product), prompt and precise (for process), clean and comfortable (for premises) and reliable, professional, competent and helpful (for staff). The concept has been widely accepted by the customers of Garuda Indonesia.