Citilink is a low-cost airline headquartered in Jakarta, Indonesia. The airline was established in 2001 as a low-cost brand of Garuda Indonesia, set up to operate shuttle services between Indonesian cities. Since 30 July 2012, Citilink officially began operating as a separate subsidiary of Garuda Indonesia with its own callsign, airline codes, logo and uniform.
On a daily basis, the airline was receiving over a thousand emails of which, on average, only 32% were being answered. In such a competitive industry, Citilink understood this was not sustainable. Intrinsically, Citilink sought to improve the way they interacted with their passengers by improving customer service and their passengers’ experience.
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