Garuda Indonesia: More Convenient Journeys through Digital Transformation

As one of Indonesia’s leading airlines, Garuda Indonesia continuously prioritizes comfort and service quality across every customer touchpoint, from ticket booking to arrival at the destination. As customer behavior became increasingly digital, Garuda Indonesia recognized the importance of providing payment experiences that are secure, accessible, and convenient across multiple booking platforms and customer touchpoints.

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Key Challenges

Since the early stages of digital ticket adoption, Garuda Indonesia faced the challenge of creating payment experiences that could support a growing digital ecosystem while remaining reliable for customers nationwide. The airline aimed to have a payment partner capable of supporting secure online transactions, broad payment accessibility, and scalable digital operations across both direct and partner channels.

At the same time, Garuda Indonesia also required a trusted payment infrastructure that could help trusted payment infrastructure that could help expand digital access for customers in areas beyond traditional sales offices and travel agents, while maintaining high standards of security, reliability, and customer trust.

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Solution & Turning Point

To address the growing need for secure and accessible digital transactions, Garuda Indonesia partnered with DOKU to elevate its payment ecosystem. Through DOKU’s reliable payment infrastructure and broad payment channel integration, Garuda Indonesia was able to provide a more practical and reliable digital booking experience while supporting the airline’s ongoing digital transformation.

Beyond supporting digital payments, DOKU also helped Garuda Indonesia improve operational efficiency through a real-time deposit top-up system for travel agents, enabling more secure and efficient transaction management across the airline’s ecosystem.

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The Results

With DOKU’s support, Garuda Indonesia successfully enhanced its digital transaction experience through:

• More accessible and secure digital ticket payments
• More efficient transaction management for travel agents
• Broader transactions reach across customer segments and regions
• Smoother booking experiences for travelers
• Stronger operational support for digital transformation initiatives
• Reliable payment infrastructure aligned with long-term business growth

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“For us, DOKU’s role is more than just a payment gateway, but rather a trusted business partner that accompanies every digital payment development within the Garuda Indonesia ecosystem with products and innovations that are beyond payment.”

– Soraya Nastiti Harahap, Digital Business Support Division Head Garuda Indonesia

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