Garuda Indonesia Angkasa

Air travel Experience

We aim to transform the Garuda Indonesia Application (GIA Mobile) into Garuda
Indonesia Angkasa, an all in one application that works on mobile phones and In-Flight
Entertainment (IFE) . It is connected to Whatsapp and LINE through in-app AI ChatBots
designed to reach a broad spectrum of passengers and grant easy access even without downloading
the app. Angkasa would include all the passenger database to the pre-installed services in current
GIA Mobile such as GarudaMiles, Mobile Check-In, In-flight shops, and Flight Status with the
addition of Baggage Tracking, Disruption and Seat Change Report, and Personalized Duty-
Free Experience.

The most common issues that Garuda passengers had are baggage mishandling and
customer service (as posted on TripAdvisor). This may lead to dissatisfaction and a decrease in
sales. According to SITA Studies, 65% of respondents from across the world want to receive
baggage collection information like belt number and wait time via mobile while 67% want
the ability to report mishandled bags using their smartphones. RFID (Radio-frequency
identification) technology planted on the baggage sticker, enables GIA to track any baggage as
long as it can be reached by RFID scanner. Passengers can access all the data regarding baggage
status/location through the Garuda Indonesia Angkasa. Right now, GIA can charge this service
to the existing user because of the limited resource and high price. Eventually, as the RFID
becomes cheaper, this service can be implemented in all Garuda Indonesia passengers. In terms
of customer service, we found that 63 percent of the people prefer messaging an online bot to
communicate with a business or brand (Mindshare) with preference as high as 58% (29% AI,
29% Both) in the field of aviation (Arm Treasure Data, 2019). In addition, tech-enabled
passengers are almost two and a half times more likely to consume on-board paid services.

In 2019, 3.48 billion people use social media (Wearesocial, 2019) compared to the world
population of 7.7 billion people (Worldometers, 2019). In Indonesia, social media (in this case
messaging app) shows steady growth since 2015 (Statista Research Department, 2019). We see
this as an opportunity to connect Angkasa to Indonesia’s most popular messaging apps,
WhatsApp which often used by the older generation and LINE which often used by the younger
generation. This will grant easy access for passengers and may reduce costs by 40-60%
which are usually spent on calls and labor. On-Board, we see the possibility to install the app
into the plane In-Flight Entertainment (IFE), which would reduce labor work and waiting time
with the existence of in-flight ChatBots. The Mobile Bag Tracking would reduce baggage
mishandling rate by 38% to 66% which may also increase 8.6% satisfaction level while the
Personalized Duty-Free Experience can result in 49% consumers to shop more frequently
and up to 34% to spend more money. (AI Trends)