Case Study: Garuda Indonesia boosts ancillary revenue and customer satisfaction with Amadeus Ancillary Services

Garuda Indonesia proves that ancillary services and customer satisfaction go hand in hand

Garuda Indonesia, the Indonesian flag carrier, faced growing competition and declining average ticket prices across both domestic and international markets. To protect revenue while staying true to its “Excellent Indonesian Hospitality” brand, the airline looked for a better way to sell ancillary services and give customers more choice and attention beyond the ticket. It used Amadeus Airline Ancillary Services.

Amadeus implemented a multi-channel ancillary services solution that allowed Garuda Indonesia to sell services across web, mobile, kiosk, and other self-service touchpoints with automated pricing across the journey. The results were strong: ancillary revenue increased 34% over four years, from $47.5 million in 2012 to $63.8 million in 2016, while customer satisfaction rose 0.8 points year over year to 86.1%. Garuda Indonesia also achieved one of the highest ancillary adoption rates among Amadeus APAC full-service customers.

Garuda Indonesia

Wibawa Prasetyawan

Vice President for CRM & eCommerce