REPUBLIKA.CO.ID, JAKARTA -- Citilink received ISO Delay Management on Tuesday (5/1) at Redtop Hotel, Central Jakarta, by British Standard Institute (BSI). This certificate was as proof that Citilink was airline that has international standards and could provide satisfactory service to customers.

"It proves seriousness and adherence of Citilink to the regulations set by the Ministry of Transportation to provide services to customers," said President of Citilink, Albert Burhan, Tuesday (5/1).

The ISO Delay Management, according to Albert, would be used as a reference for Citilink to remain consistent in providing best service for Citilink users. Thus, public trust to low-cost carrier (LCC) could be improved through the ISO certificate.

Albert added, Citilink was the first LCC airline in Indonesia which obtained ISO certificate. Then Citilink also became the only airline in Indonesia, besides Garuda Airline, which has ISO certificate.

"Delay is becoming a major attribute for airline in customer satisfaction which ultimately affect the credibility and trust of customers," said Albert.

Regarding ISO 9001: 2015 Delay Management, Albert explained, the process has been carried out since 25th September 23rd December 2015, through consultation meeting, field inspection, and establishment of standard operating procedures.

There were 17 procedures, 14 job descriptions, 11 documents, and 27 forms. Field audit conducted BSI including 25 domestic stations, customer services, operation control, and call center.

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