If there is a book on how NOT to respond to negative criticism from consumers, then Garuda's latest actions should definitely be on the first page.
It all started when an Indonesian influencer, Rius Vernandes uploaded what he says is the business class menu handed to him by Garuda Indonesia. What was unusual is that it was handwritten on a paper torn from a note book. It was claimed that the crew told him that the actual menu is still at the printing press.
Now a decent business would probably at least apologize, perhaps even taking steps to win back the customer.
But not Garuda. No, Garuda responded with a ban on passengers from taking pictures in the cabin. In an internal note leaked to the media, Garuda bans the documentation of any activities in the airplane, both via photography or video. It also instructs cabin crew to be assertive when informing passengers of the ban.
Naturally, this drew ridicule from all around, and the ban lasted only for a couple days, before being downgraded to merely a "suggestion" to not take pictures. Still a bizarre suggestion from an airline, a business that caters to travelers and tourists.
However, this didn't end there for Rius Vernandes. Garuda has reported him to the police for defamation. It has claimed that Rius set-up the whole menu story, saying that the handwritten note was only for reference of the cabin crew. Garuda also went into conspiracy theory mode, bringing up Rius' work for Singapore Airlines, and the fact that his girlfriend works for SQ.
Garuda's action have shown an incredible disregard for customers, and an authoritarian mentality that has no place in the customer service industry.
More links:
https://www.bloomberg.com/news/arti...and-don-t-take-photographs-garuda-asks-flyers
It all started when an Indonesian influencer, Rius Vernandes uploaded what he says is the business class menu handed to him by Garuda Indonesia. What was unusual is that it was handwritten on a paper torn from a note book. It was claimed that the crew told him that the actual menu is still at the printing press.
Now a decent business would probably at least apologize, perhaps even taking steps to win back the customer.
But not Garuda. No, Garuda responded with a ban on passengers from taking pictures in the cabin. In an internal note leaked to the media, Garuda bans the documentation of any activities in the airplane, both via photography or video. It also instructs cabin crew to be assertive when informing passengers of the ban.
Naturally, this drew ridicule from all around, and the ban lasted only for a couple days, before being downgraded to merely a "suggestion" to not take pictures. Still a bizarre suggestion from an airline, a business that caters to travelers and tourists.
However, this didn't end there for Rius Vernandes. Garuda has reported him to the police for defamation. It has claimed that Rius set-up the whole menu story, saying that the handwritten note was only for reference of the cabin crew. Garuda also went into conspiracy theory mode, bringing up Rius' work for Singapore Airlines, and the fact that his girlfriend works for SQ.
Garuda's action have shown an incredible disregard for customers, and an authoritarian mentality that has no place in the customer service industry.
More links:
Garuda Indonesia Bans Cabin Photos Following Bad Flight Review
simpleflying.com