perpustakaan.uns.ac.id digilib.uns.ac.id CHAPTER III DISCUSSION A. PT. Garuda Indonesia 1. History of PT. Garuda Indonesia Indonesia has a national airline as a pride of the country. PT. Garuda Indonesia (Persero) Tbk, or known as Garuda Indonesia (GA) is the national airline of Indonesia that owned by the Government of Republic of Indonesia. The company is a BUMN (Badan Usaha Milik Negara) or Stated-owned Enterprise with company slogan The Airline of Indonesia. The management office as the main activity of the company is located in Jakarta at Management Building, Garuda City, Soekarno-Hatta International Airport, Cengkareng 19120, Indonesia. Garuda Indonesia also has a branch offices and sales offices in some cities in Indonesia and all around the world. The main hub (airport) of the airline is located in Soekarno- Hatta International Airport, Cengkareng with other hubs are in Ngurah Rai International Airport in Bali, Kuala Namu International Airport in North Sumatera, Sultan Hasanudin International Airport in South Sulawesi and Juanda International Airport in East Java. Taken from Garuda Indonesia Annual Report 2009, the story of PT. commit to user Garuda Indonesia was started when Indonesia was fighting for its 7 perpustakaan.uns.ac.id digilib.uns.ac.id8 independence. The first commercial flight of Garuda Indonesia was started in 26 January 1969. The first flight was from Calcutta to Rangoon using a Douglas DC-3 Dakota aircraft. For the first time, the name of the airline was Seulawah and then changed into “Garuda Indonesian Airways”. (Garuda Indonesia Annual Report 2009:22) The name of Garuda was given by Indonesian’s first president, Soekarno. The name of Garuda itself is taken from the name of mythical giant bird Garuda in Hinduism and Buddhist mythology. 2. Vision and Mission of PT. Garuda Indonesia The company vision: “Garuda Indonesia is the company which wants to be a strong distinguished airline through providing quality service to serve people and goods around the world with Indonesian hospitality.” The company mission: “Garuda Indonesia is the company releases that become the national airline of Indonesia; they must promote Indonesia to the world and support national economic development by delivering professional air travel service.” (Garuda Indonesia Annual Report 2009:34) commit to user perpustakaan.uns.ac.id digilib.uns.ac.id9 3. Garuda Indonesia Corporate Value (FLY-HI) According to PT Garuda Indonesia’s Code of Business Ethics and Work Ethics in Garuda Indonesia Corporate Values, Garuda Indonesia has formulated a set of corporate values known as FLY-HI for all personnel of the company. The essence of this value (FLY-HI) is, the personnel of Garuda Indonesia have responsibility to keep the name of Garuda Indonesia and they must work diligently to reach the goal of the company. The acronym of FLY HI: F: Efficient & Effectiveness L: Loyalty Y: Costumer Centricity H: Honesty & Openness, and I: Integrity. 4. Route and Network 1. Domestic Routes: The domestic routes of Garuda Indonesia are Banda Aceh, Medan, Pekanbaru, Jambi, Padang, Pangkal Pinang, Palembang, Batam, Bandar Lampung (Tanjung Karang), Jakarta, Bandung, Semarang, Solo, Yogyakarta, Malang, Surabaya, Pontianak, Balikpapan, Palangkaraya, commit to user perpustakaan.uns.ac.id digilib.uns.ac.id10 Banjarmasin, Tarakan, Denpasar, Lombok, Kupang, Manado, Gorontalo, Palu, Makassar, Kendari, Ternate, Ambon, Biak, Jayapura, and Timika. 2. International Routes The international routes of Garuda Indonesia are Singapore, Kuala Lumpur, Bangkok, Hongkong, Tokyo (Narita and Haneda), Osaka, Seoul, Guangzhou, Beijing, Shanghai, Taipei, Manila4, Ho Chi Minh City5, Bandar Seri Begawan6, Perth, Melbourne, Sydney, Jeddah, Abu Dhabi, Muscat2, Amsterdam, London Heathrow1,2, Frankfurt1, Zurich1, Madrid1, Munich1, Rome1, Paris2, Manchester2, Athena2, Moscow2, Istanbul3, Los Angeles7, San Fransisco7 Note: 1 Connecting flight with KLM via Amsterdam 2 Connecting flight with ETIHAD via Abu Dhabi 3 Connecting flight with Turkish Airlines 4 Connecting flight with Philippine Airlines 5 Connecting flight with Vietnam Airlines 6 Connecting flight with Royal Brunei Airlines 7 Connecting flight with China Airlines via Taipei commit to user perpustakaan.uns.ac.id digilib.uns.ac.id11 5. Aircraft Taken from Colours Magazine (2013), the Garuda Indonesia in-flight magazine, Garuda Indonesia has been operating aircrafts with different type and capacity. The aircraft in Garuda Indonesia are Boeing 747-400, Boeing 737-800 NG, Boeing 737- 300, and Boeing 737-500 for domestic and regional destinations, Airbus 330-200 and Airbus 330-300 for a long-haul flight, Bombardier CRJ 1000 and ATR 72-600 for short haul flights from eastern and western Indonesia and Boeing 777-ER for long haul destinations and non-stop flight to Jeddah and Europe. To make all passengers feel comfortable, the design interior of the aircraft is changed by adding Audio Video on Demand (AVOD) or personal television facilities in every single seat on the cabin both business and economy class. B. Garuda Indonesia Sales Office Solo As the expansion of the company with the aim to strengthen the network, in 1974, the company began its first commercial flight in Surakarta or Solo. At the same time, to make the costumers of Garuda Indonesia easy to get and to buy the ticket of Garuda Indonesia, the ticketing was handled by Sahid Tour and Travel. commit to user perpustakaan.uns.ac.id digilib.uns.ac.id12 In 1980, a Garuda Indonesia Sales Office was established in Surakarta. Garuda Indonesia Sales Office Solo is located in Riyadi Hotel Palace at Jl. Slamet Riyadi No. 335, Surakarta, Central Java, Indonesia. 1. The Organization Structure of Garuda Indonesia Sales Office Solo General Manager Accounting Manager Operation Manager Sales and Marketing Manager - Accounting Report Officer - Reservation Officer - Cashier - Ticketing Officer Job Description: General Manager (GM) General Manager is the leader in Garuda Indonesia Sales Office Solo. The main activity of the General Manager is controlling and evaluating the operational of Garuda Indonesia Sales Office Solo. The divisions that commanded under the General Manager in Garuda Indonesia commit to user perpustakaan.uns.ac.id digilib.uns.ac.id13 Sales Office Solo are Accounting Manager, Operation Manager and Sales and Marketing Manager. Accounting Manager The activities of Accounting Manager are coordinating, controlling and evaluating the accuracy of data in the Accounting Division. The Manager of Accounting Division supervises the Accounting Report Officer and Cashier. The Accounting Manager is responsible for the General Manager. The duty of Accounting Report Officer is handling the administration and finance activity in Garuda Indonesia Sales Office Solo. And the duty of Cashier is serving the payment in ticketing section. Operation Manager The activities of the Operation Manager in Garuda Indonesia Sales Office Solo are coordinating, controlling, organizing, concerning and supervising the daily operational of Garuda Indonesia including flight activity and flight problem in the Adi Soemarmo Airport, Solo. The Operation Manager is responsible for the General Manager. commit to user perpustakaan.uns.ac.id digilib.uns.ac.id14 Sales and Marketing Manager The main concern of The Sales and Marketing Manager is controlling and organizing the marketing activity in Garuda Indonesia Sales Office Solo. The Manager supervises the Reservation Officer and Ticketing Officer. The duty of Sales and Marketing Manager is controlling the promotion and the information about the flight. The activities of Reservation Officer are handling reservation or ticketing process, giving clearly information to the costumers, serving the reservation and handling Garuda Indonesia application. The Sales and Marketing Manager is responsible for the General Manager. 2. Garuda Indonesia Solo Route To serve the costumers in Solo area, Garuda Indonesia has set 5 flights from Adi Soemarmo International Airport Solo. The flight is serving passengers from Solo (SOC) to Jakarta (CGK) or from Jakarta (CGK) to Solo (SOC). The duration of the flight is about 1 hour. The estimated times of departures of the flight from Solo to Jakarta are: - GA 229 : 05.00 am - GA 221 : 07.45 am - GA 223 : 11.30 amcommit to user perpustakaan.uns.ac.id digilib.uns.ac.id15 - GA 225 : 14.10 pm - GA 227 : 18.45 pm The estimated times of departures of the flight from Jakarta to Solo are: - GA 220 : 05.45 am - GA 222 : 09.30 am - GA 224 : 12.10 pm - GA 226 : 16.45 pm - GA 228 : 19.00 pm C. Job Training Activity The writer’s activity during job training in Garuda Indonesia Sales Office Solo has purposes to practice the lesson that the writer has already got from the class and to get a new experience in the real workplace. There were several activities done by the writer during the job training. The duty of the writer was in Garuda Indonesia Sales Office Solo.. The activities during the job training are: 1) Receiving the phone calls from customers or making a phone to colleagues. commit to user perpustakaan.uns.ac.id digilib.uns.ac.id16 2) Helping Reservation Officer to make reservation letters from costumers. 3) Helping and participating the events in Garuda Indonesia Sales Office Solo. 4) Collecting the data and interviewing the officers to make the report. The schedule of work activities at Garuda Indonesia Sales Office Solo: 1) Mondays to Fridays : 08.00 am – 17.00 am 2) Saturdays to Sunday : 09.00 am – 15.00 am D. The “Garuda Indonesia Experience” In 2009, the management of Garuda Indonesia has launched a new concept of service that adopted from the Indonesian hospitality. The new service concept is called the “Garuda Indonesia Experience”. The main purpose of this brand refreshment is not only to give the passengers the best from Indonesia hospitality which is implemented in the “Garuda Indonesia Experience” but also to make it different from other airline competitors. The “Garuda Indonesia Experience” is a new service concept of Garuda Indonesia designed to allow passengers to experience Indonesia from the time of making pre-journey (flight reservation), on-board, and commit to user (arrival at destination airport).