Garuda Indonesia First Class: Was it as “Good” as Five Stars? Almost… LHR-CGK-SIN


After a flight with its business class from HKG to CGK earlier this year and a brilliant report written by Fly Roni (http://www.flyroni.aero/tr047.html), I have decided to give its first class a try. I found a somewhat affordable fare from London Heathrow to Singapore via Jakarta. When I booked it, the routing was still London Gatwick to Singapore via Amsterdam and Jakarta, and the layover in Jakarta was quite long too. So I was somewhat happy to see a more direct routing with less transit time, but I prefer an earlier departure time. There had been news about a rather troublesome transition from Gatwick to Heathrow, especially the lack of Garuda Indonesia’s legendary “meet and greet” service. I am happy to report that there is a “Personal assistance” service in Heathrow, which will bring you from check in to lounge, and then from lounge to gate. There is basically top-notch ground service at all airports, and this “meet and greet” truly differentiates Garuda from the top tier airlines, like Cathay Pacific and Singapore Airlines, which really lack in ground service. In terms of onboard experience, the purser and F/As try really hard to make your journey as comfortable as possible, despite there is some minor difficulty in communication. Some of the F/As really speak limited English. Catering used to be quite interesting, but Garuda has cut back somewhat. The amenities remained the same as Fly Roni’s trip report, as both amenity kit and slippers are high quality stuffs. I think I am quite happy with this trip in the end, and hope you will enjoy this trip report. It may not be perfect, but Garuda first class has the potential, after a few adjustments in catering, entertainment, and some of the amenities. Here is the trip report.

August 17, 2016
GA 87 LHR-CGK Lv2110 Arr1700+1 Boeing 777-300ER PK-GIE

Full album:
http://s1213.photobucket.com/user/Ca...lassAugust2016

Booking:
Booking the ticket through Garuda Indonesia is a fairly challenging process, as I am not unable to pre-book, and despite receiving an e-ticket, Garuda emailed me a few days requesting more information about credit cards, including filling out a verification form and scanning them a copy of my credit card used for this purchase. I really have issues with asking for the actual copy of my credit card, but after contacting first class customer service and verifying that it is a legitimate process, I reluctantly emailed them. However I might just use a third party site for Garuda’s booking in the future.

First Class Customer Service via email:
One of the supposedly highlights of the Garuda’s first class experience is an exclusive email that you can contact for any request. I have actually tried to use the email services a few times, and my experiences are “while they are polite, they no longer really go out of their ways to fulfill special requests,” like previous bloggers’ experiences.
I was successful in getting a seat assignment confirmed and all those basic stuffs, but once I gave them more complicated requests, they no longer really went out of their ways. As reported, you are no longer able to reserve special dishes, in terms of both starters and entrees. In a form of a test, I tried to request amenity kit on the shorter CGK to SIN segment, as I read many other bloggers had no issues getting those items in previous shorter AMS-LGW flights, but this time, the agent just gave me the polite answer that those items are only available for long and medium haul flights, and I could not request those items even in advance. However, when I asked to see the menu from SIN to CGK, they were able to send me a copy of the menu (despite being the wrong menu). I feel that having this email service is still nice, but they are no longer authorized to do as much as before. In the end, I actually received the pajama and all those amenities, but wondered if it had to do with the crews and light load, or the first class email team no longer wants to make promise, unless they are 100% sure. I think Garuda should give this first class team more discretion because all these minor items matter, especially you are competing with some of the world’s most competitive premium products.

Check-in:



Since I came in from Leeds/Bradford on BA, I was in the check-in hall around 4:45pm. Therefore I took a few photos, while they tried to set up their check in area at Area C in Terminal Three.

First Class check-in with the signature blue carpet – it is interesting that business class uses “red,” while first class uses “blue,” which is in direct opposition to Malaysia Airlines. C-3 is the first class counter.




I was the first one to check in and the agent was efficient and polite. I was happy to report that the “Meet and Greet” personalized escort service has returned to GA’s Heathrow operation. The “Meet and Greet” agent told me that they did not really expect me till 6pm, so he was working another job when the airport manager called him at 5:30pm. The airport manager in Garuda blue’s uniform took over the job and escorted me to the fast track line. I told him not to worry about me, as I wanted to do some shopping. We had a small chat and he noted that it was my second GA flight, and after I reconfirmed that Garuda is still using the No One Lounge, I bid farewell to him at the head of the security line. I then went around and do some shopping, as well as getting a late lunch at Yo! Sushi! I don’t have faith on food on the No. One Lounge, and it ended up being a smart move.

The No One Lounge was extremely crowded on this evening hour, as most of its clients have flights departing at the late hours. Cathay Pacific is still using this lounge, as its lounge has not reopened the door yet. At the entrance, the friendly agent checked me in and I finally met the “meet and greet” agent in person. He asked if I wanted to board first or board late, I chose to board “First”. He then came back to pick me up at 8:25pm.

No One Lounge




Library – special for first class passengers






Since I am in first class (among other first class passengers), I was escorted to the library, which was blocked off. I got an enhanced menu pictured here. Champagne is still not free, according to the menu. Since I don’t want to drink, I do not find out if champagne is free for first class passengers or not. I tried the Laksa dish, which looked good in presentation, but not so good taste wise. I was glad that I got some sushi before the lounge visit.





Boarding:
Gate 31 was used today and it was a good ten minutes walk from the lounge. I had a nice chat with the agent, and while I did not need someone to roll my luggage, the agent insisted on doing it because the GA people would give him a hard time if he didn’t. But it gives you an insight to the “over the top” of service GA offers in first class. We tried to board at 5:30pm and the agent walked me to the front of the door, but the Heathrow manager sent us back, as they were not quite ready. The agent was actually upset and apologized to me profusely. He told me that the airline usually would not call him till they are ready. I told him that it was okay, but he was not particularly happy.

A quick shot of business class, before the F/A shut the curtain


The purser immediately brought me to my suite. I was the only one in first class this evening. As you could tell, everything was already pre-placed in the seats – Loewe’s Amenity kit (sorry for no pictures, but just refer to FlyRoni’s trip report, it was the same amenity kit), along with newspapers and magazines. I was later offered a pair of pajama – the size ran small and I need an XXL. The pajama was very basic and was in black color with a very subtle Garuda emblem. The two first Class F/As said their greeting, and I was offered a pre-takeoff beverage – Laurent Perrier Rose – with a bowl of macadamia nuts along with hot towel.


Then there was the classic slipper service – and the F/As kneel down and put a red cloth sheet next to your feet. They supposed to remove your shoes, but it was just too much. I then took off my own shoes and the F/A placed them under my ottoman. The slippers were indeed comfortable though.


Skytrax


Some cabin shot – really nice suites with enclosed door







Fish eye lens




Individual closet – I found out later that you could actually pull out the tube for you to hang up your shirt and pants…


Seat Control



Side storage bin – two – one in front and one in back
Front – basically literature pocket with a power outlet



Back – USB drive and various ports with storage for small items





Amenities:
1. Pajama – the worst part of the amenities. First the pajama runs in smaller sizes than most airlines, and I need an XXL.



2. Loewe’s amenity kit





3. Slippers – shown earlier


Magazines and Newspapers


Stationary set – not too impressive – they tried to do the Singapore Airlines’ thing, but stick with more basic design. Leather is cute, but the actual papers are rather plain.



The gate was quite busy – surprisingly more British and European tourists than local Indonesians – but the loading was relatively low for this 777-300ER. Despite a late boarding, door was closed on time at 9:10pm. Heathrow was not so busy at this time of the night and we took off from R/W9R at 9:31pm for our thirteen hours and fifty-five minutes flight to Jakarta.

Mood lighting


It was a beautiful night at London.


We left UK after passing Colchester and slowly climbed to 31,000ft before passing Rotterdam. Then we headed towards Hamm, Jena, Hodonin, and Nitra, before reaching 33,000ft. We then passed Vac, Hateg, Vulcan, and Sunny Beach, a resort in Bulgaria. Then we headed towards Zonguldak,Arac, Merzifon Airport, Erbaa, Patnos, Tabriz Airport, Zanjan, and Yzadairport before climbing to 35,000ft. We then passed Sirjan, Iran, and then climbed to 37,000ft. We then headed towards India passing cities of Ichalkanranji, Ballari, Anantapur, and Mahabalipuram, and then entering the Bay of Bengal and climbed to 39,000ft, and then headed towards North Sumatra. We then headed towards Sinabong, Merlung, Palembang, Simbangtiga, and then into Jakarta.

Entertainment:
The entertainment system is not as great as other major airlines, but okay enough. There is the usual array of Hollywood, Indonesian and Asian movies, along with television shows around the world. I stick with live TV, which includes BBC, CNN, Al Jazzerra, CNBC, NHK Premium, Euro News, Sky News, and 24 hours sport. I watched the Olympics throughout the dinner, and changed back to CNN after the Olympic coverage stopped for the day.



First Class got free WIFI and the signal worked out well throughout the flight, even over India, in which Qatar Airways WIFI does not work. The charge is $21USD for the whole flight. It was more than reasonable given the length of this flight. I had no problem accessing more social media websites, flightradar24 and aviation forums.

Catering:
As reported by flyertalk, Garuda has scaled back the catering for first class, as the menu was very similar between first and business class now. The only different is the additional soup course, along with one more appetizer and main course choice. I cannot compare first and business class, but compared to Fly Roni’s report, the menu no longer features Indonesian and Japanese set breakfast. However there are plenty of choices for all courses, and my request for two appetizers were granted with a smile. I was impressed with soup course, when the chef poured the soup into the soup bowl in front of passenger. The beef tenderloin was cooked perfectly, and the only disappointment was the dessert, as the apples on the apple pie were rather sour.

All the menu and wine list were presented in a leather folder, but those menus and wine lists were in rather poor shape. I know this is a “first world” problem and my personal pet peeve. I can never imagine Singapore Airlines reusing these menus in this kind of poor shape. I actually asked for a cleaner copy.

Wine list & dinner menu
Wine List
Champagnes
Bilecart-Salmon Cuvee Nicolas-Francois Champagne, France
Champagne Laurent-Perrier Cuvee Rose Brut NV

White Wines
2011 Chassagne-Montrachet Premier Cru En Virondot Domaine Marc Morey, Burgunday, France
2015 Sancerre Henri Bourgeois “Les Baronnes” Loire, France
2015 Chardonnay Fillius Vasse Felix, Margaret River, Western Australia

Red Wines
2009 Chateau Durfort-Vivens Margaux 2eme Grand Cru Classe, Margaux, Bordeaux
2008 L’Andrea, Montevibiano, Umbria, Italy
2014 Glaetzer Wallace Shiraz Grenache Barossa Valley, South Australia

Dessert wine
1998 Chateau Coutet Premier cru, Barsac, Sauternes

Sake
Eisen Daiginjo “Eishiro”

Digestifs
Dow’s Fine Ruby Port
Martell Cordon Blue

Spirits
Chivas Regal 18 Years Scotch
Glenfiddich 18 Years Single Malt
Nikka Pure Malt Black
Jack Daniels Black no. 7
Grey Goose Vodka
Myer’s extra proof Dark Rum
Gordon’s Dry Gin

Liqueurs
Bailey’s Irish Cream
Cointreau

Beers
Bintang
Heineken
Asahi (Japan flights)

Cocktails
Tom Collins
Martini

Juices
Martebe
Tomato
Freshly squeezed fruit juice, your cabin crew can help you choose from today’s juice bar

Soft
Coca Cola
Diet Cola
Sprite
Club Soda
Tonic

More Laurent Perrier Rose