Garuda’s Primitive Way
Garuda Indonesia reported a customer who uploaded a complaint about the service provided by the state-owned airline to social media. This is far from modern management.
A MODERN company should make use of criticism from customers to improve its service. But Garuda Indonesia did not follow this fundamental management practice when it filed a police report about a passenger who uploaded a video to social media. This was ironic because Garuda is a state-owned enterprise and public company.
Rius Vernandes, a business class Garuda Indonesia passenger on a flight from Sydney to Jakarta was the subject of the pol...