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Citilink (IATA code: QG) is a subsidiary of Garuda Indonesia, the flag carrier of Indonesia. Because of its low fares, Citilink is often known as the more affordable version of Garuda Indonesia. Citilink was established in 2001 as a Strategic Business Unit (SBU) of Garuda Indonesia. However, in July 2012, Citilink received the Air Operation Certificate (AOC) from the Indonesian Ministry of Transportation, allowing it to operate independently in Indonesia. This certificate marked a new era for the management of Citilink which previously ran under the management of PT Garuda Indonesia, Tbk. Today, Citilink operates 34 Airbus A320s, each with a capacity of 180 seats. Citilink has 43 domestic flight routes serving 23 cities in Indonesia with 184 daily flights. This has proven Citilink’s commitment to putting their customers’ satisfaction first. The airline’s commitment is also proven by the many accolades it has received, such as Leading Low-cost Airline 2011/2012 by Indonesia Travel and Tourism Foundation, Best Overall Marketing Campaign by The Budgies and Travel Awards 2012, and Service to Care Awards for Airlines Category by Markplus Insight for two years in a row (2012 and 2013). Operating as a low-cost carrier, Citilink offers only economy class. However, each seat is covered with a leather material, so that passengers can get maximum comfort during the flight. Citilink does not provide free in-flight meals, but passengers who wish to get a taste of the airline’s delicious in-flight meals can purchase them directly onboard. Passengers can also pre-order their meals via Citilink’s website to enjoy a 10% discount. Passengers can choose from a wide variety of menu, from chicken breast béchamel sauce with potato and spaghetti bolognese, to vegetable fried noodle with roasted chicken, fried rice with roasted chicken, nasi uduk with roasted chicken, and nasi ulam with sweet fried beef.The in-flight meal service is part of a Citilink product called Citilink Café. One of the special privileges Citilink has to offer is Citicyclink Community, a bike-riding community dedicated for its customers. Those who want to join as a member can sign up through the Citilink official website and pay a membership fee of Rp250.000, valid for a year. By joining Citicyclink, members will get special benefits, such as a free 20 kg checked baggage for their bicycles, a free e-letter about Citicyclink events, a Citicyclink member card, a 10% discount for Citilink Cars using a promo code that is updated monthly and sent out to the members via email, and a 10% discount for every purchase made in Citilink Store at PT Citilink Indonesia, 14th floor, Jl. S. Parman Kavling 72, Slipi, West Jakarta. Every Citilink passenger is entitled to a free baggage allowance of 20 kg per flight. The The Citilink ground crew will help passengers check their baggage during check-in at the airport. The Citilink check-in counters are opened from two hours to 30 minutes before departure time. Passengers are also allowed to bring two personal items into the cabin. These two items must not weigh more than 7 kg in total and one of them must not exceed 56 cm x 36 cm x 23 cm in size to be able to fit in the overhead compartment. The other item, on the other hand, must not exceed 115 cm in size, as it must placed under the seat in front of the passenger’s. Citilink also offers other products to accommodate passengers in their travels. Citilink Shield, for example, is a travel insurance that offers guaranteed safety with prices starting from Rp25.000 for domestic flights and Rp27.000 for international flights. This insures passengers on unfortunate accidents, lost of luggage, or delayed flights. Available for all passengers between the age of 2 and 75 years old, infants between the age of 9 days and 2 years old who are traveling with an adult ticket holder can enjoy a limited free coverage. Once the insurance is activated, it is non-changeable, non-cancelable, and non-refundable. Citilink also offers Citilink Merchant, a collaboration between Citilink and various merchants in many cities in Indonesia. In Bali, for example, Citilink works together with Lorin New Kuta Hotel. Just by showing a Citilink boarding pass, Citilink passengers will get a 60% discount at the hotel. In Surabaya, customers can get a 20% discount on entrance tickets to the Suroboyo Carnival Park by showing their Citilink boarding pass. Citilink also works together with several tourist attractions and spa salons.

Headquartered in Sidoarjo, East Java, PT Citilink Indonesia is an official subsidiary of Garuda Indonesia. When it was first established, 67% of Citilink shares was owned by PT Garuda Indonesia (Persero), Tbk, while 33% belonged to PT Aerowisata. In the beginning, Citilink was a Strategic Business Unit (SBU) of Garuda Indonesia and hence was operated under Garuda Indonesia’s Air Operation Certificate (AOC), using Garuda Indonesia’s flight number. In 2012, however, the airline’s shares shifted with PT Garuda Indonesia (Persero), Tbk owning 94.3% and PT Aerowisata owning only 5.7%. Until July 2012, Citilink had served nine domestic flights that connected Jakarta to Surabaya, Denpasar, Medan, Banjarmasin, Balikpapan, and Batam. During the same period, Citilink also operated flights from Surabaya to Balikpapan, Banjarmasin, Denpasar, and Makassar. Nevertheless, the number of Citilink’s flight routes was still limited, mostly due to the focus on branding Garuda Indonesia as a premium airline. Between 2011 and 2012, however, the airline experienced significant changes, prompting Garuda Indonesia to prioritize the development and expansion of Citilink. Throughout 2012, Citilink was busy rebranding itself. Almost all aspects related to Citilink were renewed, from the corporate colors, logo, headquarter, and sales office, to the interior of the aircraft and the uniform of its flight attendants. The decision to go with green as Citilink’s color was inspired by Garuda Indonesia’s corporate colors of blue, green, orange, and silver. Green was chosen as it is associated with dynamism, youth, and growth. In November 2012, Citilink launched a website with a new design, a theme song “Terbang Tinggi untuk Indonesia” (“Fly High for Indonesia”) performed by Indonesian band Nidji, a travel insurance called Citilink Shield, and Citilink Hotels, a hotel-booking service via the Citilink website supported by Agoda.com. However, Citilink’s development and quality improvement did not stop there. The next year, in 2013, Citilink expanded its sales network. To support that strategy, the airline worked together with Telkomsel and various convenience stores to sell its flight tickets. During that period, 40–50% of Citilink ticket sales were dominated by travel agents, while 28%–30% of its tickets were sold via the Citilink website or other online channels. The rest of the ticket sales, which is around 20%, were made by the Citilink call center, Citilink sales office, and Citilink Kiosk on the road. To support the airline’s network expansion in 2013, Citilink widened its coverage to 31 domestic flight routes, which serve 22 destinations with a frequency of 140 flights per day. In 2013, Citilink operated a turboprop aircraft for the first time, allowing it to serve flights to smaller cities. In 2015, Citilink announced its Initial Public Offering (IPO), offering its shares to the public. By conducting an IPO, Citilink aimed to become more professional and transparent, which would in turn raise its funding. Garuda Indonesia had executed the same strategy, which was proven successful. After its IPO, Garuda Indonesia has continued to grow—an example Citilink hoped to follow. On 23 January 2017, Citilink officially opened a flight route to Jayapura and the public response has been positive. A week before the first flight, the airline had sold 70% of the seats. This route became not only Citilink’s first route to Papua, but also its longest flight to this day. The new route to Jayapura has also marked an important step in Citilink’s expansion to East Indonesia. Citilink aims to one day be able to connect all areas in Indonesia, from Aceh to Papua, with its flights.