Mandala became the first Indonesian carrier to publish its on-time performance (OTP) today, with the release of data showing that 85% of flights in May departed on time. Mandala released data from January 2010 – this data shows that on average 85% of Mandala’s flights were on-time. OTP is an important customer service standard and one that Mandala believes should be readily available to the travelling public. OTP will be reported by Mandala on a monthly basis and will be published on our website mandalaair.com
President Director of Mandala, Diono Nurjadin, said that the one of the most important considerations in a customers travel plan is on-time performance. “I am pleased to announce that our on-time performance in April was 96%. OTP is a critical component of customer service and we believe that when people purchase a flight they need to know if they will get there on time.” No other airline currently publishes its OTP. “The step taken today by Mandala reinforces our position as the leader in customer service excellence,” Diono added “we challenge the other airlines to make their performance publicly available too so the consumer can be fully informed when making their travel choices.”
Mandala’s OTP results are independently audited and published in accordance with IATA rules. Mandala makes no allowance for weather delays or any other delays that are outside Mandala’s control. “From our perspective, on-time is on-time” said Mr. Nurjadin.
After receiving IOSA certification from IATA, Mandala is currently launching four regional routes: Jakarta-Singapore, Balikpapan-Singapore, Jakarta-Macau and Jakarta-Hong Kong. Mandala’s first flight to Singapore from Jakarta and also from Balikpapan will be on 25 June, 2010.
Mandala will serve Jakarta-Singapore daily and Balikpapan-Singapore three times a week on Thursday, Friday and Sunday. From July 19th 2010 Mandala will serve Jakarta-Hong Kong four times a week on Monday, Tuesday, Thursday and Saturday and Jakarta-Macau three times a week on Wednesday, Friday and Sunday.
Mandala’s on-time performance since January 2010 (externally audited) |
Jan 2010 |
Feb 2010 |
Mar 2010 |
Apr 2010 |
May 2010 |
81% |
86% |
85% |
89% |
85% |
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