I fly with garuda quite often, but my flight from osaka-bali-melbourne was not great at all. They provide a blacket for each passanger and they wrap it in a plastic bag. When i open the bag i found a lot of dry rice stick on my blacket. Seriously, A Lot! I wish i took a photo of it. It was really disgusting. So now i know that garuda might not wash the blacket for the next passanger. On my flight to melbourne i also found a long hair inside my meals. I was very dissapointed with my flight this time
Claudia
5.0
Dear Garuda, I want to file a complaint regarding one of your flight attendant, I clearly remember the name of the flight attendant, her name is ADE (written in her nametag) she is Indonesian it was a flight from Seoul to Jakarta on November 4th 2018 at 11.35 AM (Seoul Time) .
I have been in many flights using other airline, and this is the first time I felt very disrespected by a flight attendant and this was done twice to me.
First of all, I asked for a glass of water from other attendants that happen to pass by, it was ignored and the glass of water never came to me. Eventually I pressed the help button to ask for water, Ms. ADE eventually came and instead of asking what I might need, she actually scold me by saying ” IBU TOLONG KALAU MAU MINTA AIR LAGI BISA AMBIL SENDIRI DI BELAKANG ” ( She is saying I should get my own water from the back by scolding me) She is saying “Again” and scold me as if I ask for a glass of water many times, when truth is this is the first time I ask, and then I never get the water at all. I got the water from another flight attendant ( a Korean, which is more friendlier).
The second time is when I ask for a pen, Ms.ADE happens to pass by, so I ask her, but she didn’t even bother with me, she just go by pass me when I was talking. This is very insulting, not only I received a bad service, I got SCOLDED by a flight attendant to get my own water. I didn’t know that a passenger supposed to get their own water by ourselves . This is Garuda Indonesia, from Indonesia known for its friendly and courteous. I don’t know if its because I’m also an Indonesian that she belittle me, but please have respect especially considering the job as a flight attendant.
Uday Tharar
5.0
This complaint is regarding booking reference Q2J6LG. I booked a refundable ticked and cancelled my flight on 16th August. The date of flight was 20th August. So 4 days before take off.
Its been more than 2 months since then that I have not received my refund. All Garuda tells me over email or phone is the process is stuck internally. I have already approved the refund amount both over email and phone.
I seriously cannot understand why its taking so much time. Yes, its been more than two months now since the flight was cancelled. This is customer harassment. Garuda Airlines should be sued for this.
Reza Rafizadeh-farahani
5.0
Where to start…
The connecting flight to Bali from Jakarta was changed numerous times, we had to continually email our hotel to update them with arrival times, when I asked why the flight keeps changing the response was simply, its busy!
The flight went from leaving 30minutes earlier than scheduled to about 1.5hours later! No apologies, nothing.
We had requested vegetarian meals for my girlfriend, for some reason this info was only available to the London-Jakarta-London flights and not the Jakarta-Bali-Jakarta flights!
On the way home the flight from Bali to Jakarta was listed as leaving at 9:40 yet the flight time was meant to be 9:25, assuming this was a delay and worrying about connecting to the Jarkarta-London leg of our flight (we had 1 hour to connect, 45 minutes with the “delay”) I spoke to the boarding desk and the lady just said that the flight will be leaving at 9:25 and that the time on the board was a mistake! This is quite frankly terrible! One, it made a number of people panic thinking they were going to miss the connecting flight and two, some people may have looked at that without question and taken it that they had more time to get on the flight than they actually had. This is not acceptable at all!
Susan Mills
1.0
At the beginning of this year I booked flights to Bali for my husband and myself for August on the A330. I then paid to upgrade to Business Class still on the A330. Upon boarding the plane at Perth Airport on 22nd August I was most disappointed to find that we were flying on an old disgusting plane, We found out from other passengers that Garuda were using all their new planes to fly
passengers to “Mecca”, our return journey was also on the old plane. They were not comfortable seats and certainly not a decent aircraft. . One lady was unable to even move her seat. The toilet wasn’t the most pleasant either. We didn’t receive the complimentary toiletry pack. This was my husbands first time flying Business Class and he was extremely disappointed. I have flown Business Class with you previously and this is why we booked this as I was extremely satisfied with the aircraft and service. I also discovered that from July to October last year
Garuda did the same thing. I am one very dissatisfied customer. The only thing I can say is that your crew were very efficient.
Randall Hayward
1.0
Twice I have tried to access the Garuda website to book corporate flights and have been unable to do so because of the overly bloated main landing page which stalls and times out on three different browsers while it loads widgets for hotels, rental cars and other services that are not your direct airline business.
I book flight on major carriers around the world and never have I had such delays as I do with the Garuda site. It is poorly designed and not user friendly.
If you feel the need to stacking offers from partners they should be somewhere other than the main landing page.
I ran a Google analysis of your site which indicates a very poor rating and a 33% loss of visitors due to long loading time.
Jim Weatherford
1.0
I bid on an upgrade to Business Class and was notified they were upgrading me to business class. They said action was required on my part which I completed. Then they didn’t upgrade me. I tried to call customer service in the US and everyone told me they couldn’t help me I needed to call the Headquarters in Jakarta. When I called them I was on hold for 10 minutes then the system hung up on me. Happened several times. I booked the flight through Delta Airlines as Garuda Indonesia is now a partner with Delta. Delta couldn’t even get in touch with anyone from Garuda. They said this level of customer service is unacceptable and their Corporate Headquarters will be getting involved. Garuda may not be a Delta partner much longer unless they get their stuff together.
Julee B
1.0
Good morning, Bali to Perth flight GA728 on the 19th of August 2018, traveling Business class seat 8c.
Your service was terrible and the food was not edible..the wine is of poor quality..and the Salmon was tasting bad. The two hostesses that were in BC were not forthcoming with the greatest of service after the terrible meal was served and never came near the passengers after they had cleared away. As it was a night flight the lights are usually dimmed but not on this occasion. Being in Business i expect to get much better service. Lastly the Plane you had on that night must of been the oldest one Garuda has. I have complained about this before and you do nothing about it. Change the menu to suit the Australians who are good customers to you. I will be flying with you on the 5th October and i expect to get much better service than what i have had in the past.
Veronika
1.0
I travelled a lot using Garuda Indonesia for domestic flights and to Singapore. A few incidents happened before, but i was ok and could accept it. But today’s experience is totally unfair to me and very frustrating. You can check my membership no – 107848790.
Today, my flight was from Jakarta to Surabaya at 15:25, booking reference no UACT3D. My ticket is M class and has highest price and flexiblity to change ticket without any fees.
I arrived at airport around 14:35 and i was directed to queue of row F and at least 12 people in front of me. When my turn came, it turns out at 14:55. The staff said “system closed and you cant check in, please reschedule to next flight at 15:45”. Thats fine to me. I went to the Garuda counter, service was super slow and when my turn the staff doesnt know how to use the coding and kept on calling the managers but nobody picks up. I was waiting for almost 30mins. The staff’s colleagues also are not sure how to change the ticket and kept on calling. 30 minutes wasted!. Finally she pop out “ you need to pay $150 or Rupiah 1.59 juta”. I couldnt believe it. Whatever i said, she cant help me at all. She asked me to try Garuda customer service, long queue wait another 15mins, not my turn. Time is running out!!! I reschedule my ticket in Spore a few times but NEVER experienced unprofessional services and they will Change for me immediately without any charges when the counter closed.
At 3:30, i was fed up and angry with SLOW, UNRESPONSIVE and UNPROFESSIONAL services. I decided to pay the crazy fees of $150 for one way domestic ticket. She said buy new one also $150.
When I called the call centre, i can feel they are so professional. I talked to Agus and he told me i can change the ticket without fees via call centre immediately when the checkin Counter staff didnt allow me to checkin during that time. I spent more than 30 minutes at the Garuda counter to change my ticket instead, which caused me to pay rupiah 1.59 juta.
Venesha Suryani
1.0
Dear Garuda Indonesia
Kepada Bapak/Ibu
This morning (1st August 2018), me and my 21 months old baby arrived in Sydney flying from Jakarta as business class passengers. I am currently 25 weeks (6 months) pregnant and was travelling alone with my daughter. During the check in process in Soekarno Hatta airport, the staff was suggesting a wheelchair service for me and my baby to make it easier the entire process until I boarded the aircraft. Then they checked in my luggage and the baby stroller and reassured me that I will not be needing the stroller because there will be another wheelchair service awaiting me and my baby once we disembark the aircraft.
I agreed with their plan and asked them for confirmation twice that everything will be smooth since my belly is already big and I know it will be difficult for me to carry my baby or ask her to walk all they way through to the custom without her pram. And again the staff in Jakarta reassured me that Garuda Sydney airport will assist me until I get my luggage from the carousel.
This morning, the second I came out from the airplane the staff who carry the wheelchair straight away told me that he cannot carry me in the wheelchair while holding my baby on my lap for safety purposes. So I asked for an alternative solution, what about if I put my daughter on the wheelchair and I hold her hand and the staff can help to carry my backpack while pushing the wheelchair. Again, he rejected the idea. That staff name was Mohammad, then he consulted with Garuda ground staff who wore blue jacket (I did not get a chance to get his name but he is Indonesian) and he said to wait for 10 minutes and he will take the baby stroller from the aircraft so I can walk slowly and put my baby on her stroller. After 20 minutes waiting, they said there was no more stroller and that Garuda staff already left hanging me alone without any further communication.
Everyone from the airplane already left except me, my baby and another passenger on a wheelchair. So I asked Mohammad to help me with the backpack and I will try to walk slowly with my baby. He said yes and he said to follow him behind because he will push another passenger on the wheelchair. 1 second later, Mohammad just left and did not even help to carry the backpack. I was trying to walk together with my baby with my big belly chasing Mohammad, my baby was crying asking me to hold her. I was so frustrated and felt helpless. Mohammad and other garuda staff just left me without saying anything.
I managed to hold my baby on my arms and carried the backpack by myself (it should not be a problem if I wasnt 6 months pregnant) and arrived in the custom. I saw Mohammad from far behind and was able to hold him. I was feeling so disappointed and simply asked him, why did you leave me alone? You said you were going to walk with me asked me to walk behind you. And he was like well, you here now and what can I do more? So I told him he could have walked slowly, made sure me and my baby were okay. Or at least say something being responsible not just left like that.
Again he replied now you are here so its okay, give me your passport. No apology, no explanation as if everything was fine. It was an overnight flight, I didnt get proper sleep, my body wasnt fit as well and clearly I have asked for an assistance. If I wasnt able to hold him in the custom, how can I manage to take my luggage as well from the carousel and no explanation where is the stroller.
It has been a very long morning, bad communication and I felt so disappointed, upset and left alone. I really hope that Garuda staff will be more responsible and if at the end they fail to achieve what they promised at least there were clear communication so we can figure out the best solution. The most upsetting thing for me this morning was the fact that everyone just left me without saying anything.
Please make sure this will not be happening again in the future.
Regards
Venesha
Sonia Miller-Chau
5.0
I was on the Garuda flight Melbourne to Denpasar GA723 last night and had the Thai Chicken meal. I was very ill as soon as I arrived at my accomodation. I had not eaten or drank anything from the point of leaving the plane and have been very ill with symptoms of food poisoning all night.
Reginald Hurt
5.0
Terrible customer service, if anything goes wrong they will divert you to an email customer service format and you will be bombarded with email but no resolution to your issues. Their goal is to prolong your dispute so it elongates the process past the time limit for the credit card company to retrieve your funds. Be wary of the bid-upgrade process as well, it sounds good unless you have a problem with the process. or need to cancel it. If it is not 49 out you forfeit your funds. If a representative tells you its canceled verify in advance or you will be screwed over and they will keep your money and resale the seat to get more money. If you call the phone representative can’t help you and will only tell you to mail e-booking email representative. You will get the run around until you get frustrated and give up as this is their goal. I was told that this upgrade could not be canceled or that I would forfeit my funds, I was never properly responded to but instead strung along with continuous emails from different people until the dispute time elapsed so Garuda could claim it took to long and that the fees were justified.
michaela
1.0
I just talked to one of Garuda’s call centre staff from Melbourne about changing the date of my return flight and wanted to enquire about an upgrade to business class upon departure. However, the answer that I got was not of satisfactory service, not only the lady was very rude once I started speaking in Bahasa, she assumed that I can’t pay for the extra fee of changing the flight. I just wanted to end the call very quickly, despite still in need of help.
In addition to this event, I always find the stewardess to be rude to locals like me rather than to foreigners in fact, we’re paying the same price. You guys should really step up your game and start retraining your staff not in terms of skill, but ATTITUDE! There are other airlines which provide way better in-flight services and most importantly customer service, the fact that we’re of the same nationality should not have reduced their sense of respect. Don’t get me wrong, I can just come to the office if I have the leisure of time. In fact, right now I don’t. Lesson learnt: Do not speak Bahasa with Garuda Indonesia staff if you want to be treated politely (not like they can speak decent English :”)), and never call the call center. Fingers crossed.
kelly McKelvie
1.0
I have sent several emails to e-booking and syd.reservations. I am now making weekly phone calls to your Sydney office and as to date I have not yet received my refund of flight GA713 my booking number is L32GDR. I have spoken To Robert on the 17/5/18 in Sydney and again on the 7/6/18. Today I have spoken to Trudie and I keep getting the same excuse that they will pass on my details and request form again this flight was cancelled by email on the 3rd April at 4.16pm as requested with credit card digits used, name , expiry date and billing address. I am extreamly upset that Garuda has taken, so far 11 weeks to refund, and there is still no money in my account.
Tammy Van Droffelaar
1.0
On Monday 28th May I tried to book a return flight from Bali to Perth so that I could attend a funeral.
I tried to make the booking online through the Garuda website.
Each time I tried to submit payment details it would give me a ‘we had a problem processing your payment please try again later or try another payment method’ error message.
I tried 3 times using my credit card and then a final (4th) time having success with a direct bank payment.
Since checking my credit card account, I notice that in fact my payments did get processed even though the Garuda website said there ‘was an error in processing payment please try again later’.
On checking in, I bought it to the ticketing personnel’s attention. They chose the first of the 4 bookings to check me in with before taking me to the Garuda help desk/office at the airport.
The attendant at the Garuda help desk/office advised me that she could not process a refund but gave me an email address in order to follow it up.
Having followed it up via the email given to me as directed, and having provided all necessary details in order for full refunds to be made, today is the 13th of June and I am still waiting for 3 of the 4 processed payments to be refunded back to me (I only needed to pay for one not 4.)
This has caused me a great deal of stress in addition to the stress I am already under because of the circumstances in which I needed to return to Perth in the first place (funeral).
It has also caused me a great deal of financial hardship in that my credit card was temporarily frozen and I had no access to any funds until such time I was able to speak to my bank and sort it out. An unnecessary additional stress caused by Garuda.
We’re not just talking $200. I’m still waiting for a full refund of almost $3000.
I find it despicable to have to wait this long in order to get my money back. I am extremely disappointed with Garuda services and regret to say that I will be considering any other airline but Garuda in which to travel with in future.
Dedy
1.0
I’ve done a lot traveling using garuda, and i have GFF membership. Normally i always do mobile check in for almost every flight with garuda, until there was a problem with their mobile check-in system on ramadhan. So went to airport 50 minutes before my flight, and try to check-in on their computer counter, with the problem still exist. And i decided to go directly to their check-in counter. It took me 20 minutes in the que before i face the check in staff, and they told me i can’t go with my flight because its too late. The way they treat me after they say i can’t go was very dissapointing. As the “number 1” airline in indonesia, their service is really bad.
Jemmy Kurniawan
5.0
I have been a loyal customer of Garuda Indonesia Airlines for the past few years as they started to improve on their service. However, today made me think twice about recommending them to my friends and family.
I was planning to fly from Jakarta to Singapore. I called the call center to reserve 2 seats; for my mother and myself. I have made it known to the Lady on the phone that i intend to upgrade the my ticket to business. She replied in order to upgrade using garuda miles, I had to purchase at least a class N or Y economy seat. which was much more expensive than a regular economy seat. Since I wanted to treat my mother to a better seat, i willingly paid the extra price.
To my big disappointment, when i went to the ticketing office they said the allocation for upgrade business seat is full. So I am stuck with a very expensive economy seat ticket. I was pissed, but i understand its part of their gimmick.
But the BIG ISSUE is this. I called the call center to explain my problem seeking for a solution. The first guy “JIMMY” kept repeating a sentence off his SOP script while not answering my question. This is very very annoying. They are humans not robots. They are supposed to help with my problem. not answer like a ROBOT. THEN, he placed me on hold for 6 minutes. I finally gave up waiting and hung up. I called again and this time another guy “CANDRA” picked up. I said i wanted to speak to your supervisor. He then placed me on hold for about 2 minutes.
When he returned he said i have to explain to him my complain. then I have to write a written email about my complain. WTF???
1. If i can only complain via email, why should i bother explaining to him the complaint
2. why couldn’t he told me this earlier before he placed me on hold
3. he said there is no supervisor. multi billion company with no supervisor at the call center just doesn’t make any sense.
So they are just avoiding the customers problem??? Because they don’t damn care!!!
Then, HE HUNG UP!!!
WOW SERIOUSLY?!?!?
Garuda Indonesia has never disappointed me in the past because there hasnt been any problems. I guess when the problems arises, they choose to avoid and not care about the customer especially after they paid.
Katrina Huckin
3.0
On 1st June 2018 my family and I were scheduled on flight GA 857 from Hong Kong to Denpasar & then flight GA714 from Denpasar to Sydney. As this was the last part of our holiday we discussed it and thought it would be great to upgrade to business class. We did this for myself and my husband at Hong Kong International Airport. The lady was very helpful and gave us a great price (AUD180 each) to upgrade. We regularly fly with Garuda as we find the service is exceptional and our favorite destination is Bali. This was our first time flying business class so we were very excited! We boarded the plane and couldn’t believe the great seats and service! We were given champagne and the pods were great – we had a great sleep for that part of the journey. When we arrived at Denpasar airport we saw my parents (who traveled economy) and we said to them how great business class was and that we would try to upgrade again for the last leg from Bali – Sydney and said they should as well. My mum is 60 years old and has a bit of trouble with her knee and i knew she would be struggling with the travelling on the plane in economy. I thought how wonderful if mum and dad could have the same experience as we got in business class from Hong Kong. We were quoted the price to upgrade AUD400 each, we thought “OK its double the price but i think its worth it, you know for mums sake” So they lady at Denpasar airport helped us immensely, taking us through the airport, going through immigration and back to ticketing so we could upgrade. Fantastic we thought, what a great end to our holiday! But, boy were we wrong! As we boarded the plane we noticed it wasnt the same plane as we got from Hong Kong – a lot older! We got into our so called “business class” seats and thought wow is this what you get for $400! The seats were old and not a pod like we previously had. The buttons for the chairs hardly worked – very squeaky. I would say the seats were like economy with extra leg room – no added luxury, nothing special. To say we were disappointed is an understatement. If we had known this is what business class seats were like on this plane we would not have upgraded. My mum really needed the luxury as she was tired and sore, but we did not receive the luxury that we thought we were paying for at $400 each! My husband was then asked what he preferred for breakfast – he chose the eggs only to be told eggs were “finished.” By this stage my husband was very unhappy. How can something as simple as eggs not be available in business class? There were only 3 other people in business class. I don’t know how the airline can justify charging us $400 each for the seats we received in business class, when previously we received the great pods and service for $180 each. I understand that if the planes from Denpasar to Bali are the older versions without the added luxury – but don’t charge me double for something that is not worth it. I feel as though we were ripped off. Our experience of business class from Denpasar-Sydney was ruined. We are very disappointed that we paid for something we thought was going to be great but ended up being just like economy. I would like a response to my complaint.
Reginald Hurt
1.0
I flew on Garuda airlines with a Economy ticket from Amsterdam to Jarkarta and from Jarkarta to Bangkok. The bid upgrade was requested for the return portion of the trip but once we figured out how much the bid was for we requested a cancellation. One portion of the return trip was canceled immediately but one portion was not and my credit card was charged. 2 days Prior to the flight we caught the issue and called Garuda Airlines, the representative claimed she canceled the upgrade, rebooked us into economy seats but needed me to write the e-booking department to get reimbursed. At no time were we told that we could not cancel, would not get reimbursed or that this would result in us forfeiture of the bid money for going back to economy seats. No one told us that they would still charge me the upgrade to go back to economy , if this was stated we would have flown back in the upgraded seats instead. Garuda took my money and rebooked the seat to someone else so they made double the amount. This is unacceptable and deceitful practice which will not go without consequences. Garuda has no transparency or easily accessible consumers service contact method to deal with these disputes only e-mail which is very unsatisfactory. The ticket agents do not tell you everything and then pass you off to a e-booking e-mail customer service so you can get the run around until you give up. I will not give up or give in to this corruption.
Return fiight was 4 March 2018, booking reference # RX44UB, ticket # 126-2497359093-03 and 126-2497359092-03, flight # GA869 seat 29C and 29H, flight # GA88 seat 28G and 28H. Why would any agree to cancel a business class upgrade to still be charged for it only to sit in Economy class? They would not if they are explained this which we were not but now Garuda e-booking is trying to use this to keep the extra $1425,81 USD. The service was not rendered so it should not receive payment especially when a Garuda sold the seat to another customer.
Sean O'Buachalla
5.0
I have sent over 10 emails to the [email protected] email to ask them to change the name format for my name. I attached my passport to each email. In over 6 months, I have not received a singe response or acknowledgement. I am disgusted at this. I fly Garuda regularly and it i affecting my miles status.
In my GarudaMiles profile, my name is back to front – OBUACHALLA SEAN. This will not allow my travel agent or any third party to include my GarudaMiles number in any bookings.
I urge you to follow up with Garuda Miles and see my emails to them. This has been going on for way too long and I am tired of it. Customer Service cannot help.
I wait to hear from you. Sean O’Buachalla
Tino Ardhyanto
3.0
Dear Customer Service Officer,
I would like to submit a complaint for having difference flight for tomorrow (5th May 2018) from CGK to PNK. I have e-ticket from Traveloka with PNR QD885Q for GA-500 (etd CGK 05:30, eta PNK 06:55). When I did check-in through Garuda Indonesia application using my cell phone with PNR QD885Q, I got GA-502 (etd CGK 08:25, eta PNK 10:05).
I would like to have your explanation about this and look forward for confirmation which flight should I fly with. I am expecting to receive information from you as soon as possible since I only have several hours to know whether GA500 or GA502.
I understand that you have good CSO since GA is member of SkyTeam and I am expecting your services to overcome this issue.
Thank you and look forward to hearing from you very soon.
Regards,
Tino Ardhyanto
GFF Member 224203055
Dennis OKeefe
5.0
Reference – Non Active Booking – MAJGV6 –
This has been going on for too long with Garuda –
You have taken out an amount of $111.60 from my credit card account – without any approval and illegally – I do not require the flights – you have given me a total pain trying to get this amount back into my account, I demand an answer and return immediately., I have sent through several times all the information you have asked me to return the money, and made phone calls to you,I have always used Garuda for my travel to Bali, so please don’t make me change that. If I do not have a response I intend to escalate that complaint.
Linda McLarnon
5.0
I am very disappointed, having booked return travel with Garuda, only to have the time of my return flight changed, the changed time means i would have to miss work the next day and as i’m self employed this is very costly to me and inconvenient for my clients, and Garuda do not have another direct flight on that day, further more i have now been told i will have to find a different outgoing flight too as i cannot cancel part of the booking and IF A REFUND IS APPROVED it can take up to 12 weeks.
What a joke Garuda, you took my money in a day but it takes 12 weeks to refund it.
Donna Harvey
5.0
I flew from Melbourne to Denpasar on Friday the 30th of March, 2018. I always fly business because I love the service and the Billecart Champagne and L’occitane products. I was dissappointed that they no longer provide Billecart, nor do they provide L’occitane products. I ordered a glass of wine prior to the lunch service and had to call my bell twice and didn’t receive it until the service was finished. Further to this, I ordered scallops for entree, as did the passenger next to me and she said that they didn’t look right – unfortunately for me, she was correct. At 8.00pm that evening I started vomitting and was ill for 2 days. On the way back we used the business lounge, which was a “Hot Box” the food was appalling – everything they had was fried. The fares have increased, so you would expect to receive the same service – NOT AT ALL. I have left a voice message, however I have not heard back.
As per the person above, I cannot reset my password – they say you will receive a new passwork via email, it never arrives and no one can assist you.
Paul Guthrie
5.0
I submitted a complaint regarding many attempts to have my GarudaMiles account reset and the complaint was posted here. I now note that it has been deleted and I still have not had any advice on accessing my GarudaMiles account.
Based upon the above experience I fully expect that this complaint will suffer the same fate and no action will again be taken on the GarudaMiles account.
Thank you very much for doing nothing, once again.
Erica Ive
5.0
I would like to bring your attention to some issues I had with my reservation of a return flight from London to Jakarta departing on the 16th Dec’17 and returning on the 7th Jan’17.
With big inconvenience, on 13th Dec’17 I have been informed that my flight GA086 from Jakarta to London schedule on the 7th January 2018 – departing at 12.00 and arriving at 17.55 – had been cancelled. I have been offered a change of schedule to the day before, the 6th of January 2018 at 12.05.
Unfortunately, the new alternative flight on the 6th January 2018 didn’t suit me as on that day I was travelling internally in Indonesia from Sorong to Jakarta with Batik Air. In addition, on the 8th January 2018 I was meant to get an early morning flight with Easyjet from London to Barcelona. Please find attached proof of all these flights that made me decline the suggested replacement flight.
Ultimately, in order to be in Barcelona on the 8th, I had to choose to fly on the 7th from Jakarta to Amsterdam and then to buy a new ticket with KLM from Amsterdam to Barcelona. You appreciate that booking a last minute flight is more expensive and had to pay EUR 126.2 (see attached copy of the invoice).
This solution allowed me to be in Barcelona for work on the 8th in the afternoon rather than in the morning which – as well – has an economic impact. Deprived of a night of sleep in London to recover from the long flight and jet lag, I had to go back to work commitments as soon as landed.
In light of such inconvenience, I feel appropriate to ask for a compensation covering KLM flight, expenses incurred during the additional stay in Jakarta and loss of income due to missed half day of work.
Mrs. Yi
1.0
BOOK AT YOUR OWN RISK.
I booked my flight online and within days Garuda basically canceled my flight and decided to put me into another flight that would not work with my travel schedule. I asked for a refund and they told me that it would take them 14-30 days for the money to be credited back to my CC. Fast forward 10 days after that, I received another email saying now the refund is processed and it will take another 14-30 days for it to be credited to my CC.
I have never encountered such unprofessionalism with their customer service and just how they deal with this. From canceling the flight within days of purchasing the ticket to the process it takes to get my money back. At this point, they probably hope I will forget about the money and they will keep it.
I’ve travelled extensively in Asia and this is my first time venturing with Garuda- it will be my last
Hendy Shi
1.0
Any further update with regards to my query below? And what will be the rectification from Garuda on my luggage.
Please send me the details as below for me to put up proper claim from my travel insurance.
Written confirmation from carrier / airline on reason and duration of travel delay, overbooked flight, misconnection, and / or diversion
I’m not sure whether Garuda is really only interested in maintaining the bottom line but not the satisfaction of the passengers.
Dissatisfied passenger,
Hendy
———- Forwarded message ———-
From: Hendy
Date: Tue, Dec 12, 2017 at 11:40 AM
Subject: Complaint with regards to delay flight from SIN-CGK-HND on 1st/2nd Dec
To: [email protected], [email protected], [email protected]
Dear Sir or Madam,
I was really disappointed with Garuda Indonesia’s flight performance either on the timeliness, or handling delay and baggage handling.
My family of 4 flew from Singapore Changi Airport on 1st December under GA847 with REF: JAC6ZZ. The flight which supposed to be leaving Changi at 22:05 (Singapore time) on 1st Dec kept delayed and only able to leave at 01:43 (Singapore Time) on 2nd Dec instead. At the point of checking in, we were told that the flight will be delayed to depart at 23:00 (Singapore time), and we’ve checked with Garuda onsite personnel whether with the delay, how are we going to make it for our connecting flight of GA874 which supposed to take off at 23:55 (Jakarta Time) from CGK Airport. The answer given at that point that there’ll be 45 pax taking the same transfer flight, and the flight will be waiting for us as there are other delayed flight joining GA874 also.
As mentioned, the flight took off only at 01:43 (Singapore time) on 2nd Dec – delayed by 3hrs 38 minutes and only reached Jakarta – CGK on 2nd Dec 02:30 (Jakarta time).
And what is worse is that the GA874 already left at 01:12 (Jakarta time) on 2nd Dec without waiting for 45 of us from GA847 which were promised that the flight will be there.
This is where the horror start.
When we reached the transit counter of CGK Airport Terminal 3, there was none of Garuda staff stationed there to update 45 of us on what’s going on and what’s going to happen to us. Upon further insistence, 1 of the staff at the transit counter told us that Garuda will provide lodging as we will need to wait for the GA874 which will depart on 2nd Dec 23:55 (Jakarta time) as there are no alternative flight flying out from Jakarta to Tokyo. And 45 of the stranded passenger will need to clear the immigration to meet Garuda Customer Service outside the transit area.
Without any clear information, Garuda expected all the passengers to just follow blindly? Without consideration of the hotel rooms booking, and maybe other arrangement planned further after we reached Tokyo. And none of Garuda’s Gound Staff is there to explain and only someone who’s not even sure what’s the plan from Garuda for those stranded passengers.
After much ruckus raised, 1 of Garuda staff came over from Terminal 1. His name is Mr. Bimo. Upon further pressure and info from fellow passenger that there is actually other flight out of Jakarta Airport to Tokyo such as ANA.
Anyway, at the point of the stranded condition, we didn’t have any internet access, hence not able to check. But actually there are more flights out of Jakarta to Tokyo. But Garuda didn’t want to make the arrangement as the cost will be borned by the management and the lodging alternative will be much cheaper to the management. And I can’t even comprehend on how are the 45 passengers going to be able to fit into the GA874 on that night as these are in excess of the confirmed passenger.
Just to share alternative flights which actually can be made by Garuda if the management are serious in solving the delayed issues instead of washing hand:
Inline image 1
To cut the story short, instead of finding alternative flights out of Jakarta to Tokyo, the staff only arrange with ANA 872 as shown in my boarding pass. And only 16 + 4 (my family) which are able to be booked through. Imagine if Garuda is serious in helping the passenger, they should be able to arrange for ANA836, JAL720 beside the ANA872.
And 4 of us waited till the last minute when the counter closed at 6:55am (Jakarta time) before we’re allowed to be checked in.
Actually I went over to the counter of T2 to purchase business class of flight ANA872, and was told that there’s 20 seats available. But not sure what’s the ANA ground staff ‘hidden’ arrangement, but was told that they can’t accomodate the additional passengers due to insufficient meals, air stewardess, etc. All the excuses not to incur additional cost to Garuda.
I think Angkasa Pura supposed to step in to help stranded passengers instead of leaving the airline to arrange. Overall customer satisfaction are affected if not handle properly.
Overall when I checked with record of ANA, I didn’t really see much delay in flight as compared to Garuda. Seems like Garuda is not serious is maintaining their service standard. As always profit above the service level.
Before we depart from Airport, while checking in to ANA 872 flight, my wife noticed that the luggage was spoiled on the flight from Singapore GA847, but because we’re already late and the gate was closing, we can’t raised this in the record. Please look into this.
Anyway, the return trip was not uneventful too. Refer to the ‘delayed’ faced again. From Tokyo to Jakarta and even Jakarta to Singapore. And to make the matter worse, since 4 of us and I can’t do online checkin (wonder why as I didn’t face any problem with other airlines before), we ended up separated. And to make the matter worse, myself (185cm) and my son (187cm) have to endure the middle / window seat as the aisle seat already taken by those online checkin passengers.
Overall, I think Garuda is not even fit to be in any of airlines award from the experience my family and the rest of 45 passengers stranded in Jakarta International Airport went through. Based on input from the rest of the stranded passengers, this will be the last time we are flying in Garuda Indonesia flight.
From a very very disappointed passenger of Garuda Indonesia,
Hendy
Paul Spriggins
1.0
Absolutely disgusting and shocking customer service by the staff team in Jakarta. My daughter having been delayed by 4.5 hours by this airline missed her connecting flight back to London. On trying to resolve the matter with them and with me also speaking to the front desk, they kept her sitting in the airport for 3 hours advising it was not their problem and she should sort it herself. No offer of a new ticket or accommodation for the night. Finally after the unbelievably rude and untrained individual on the desk realised that they should perhaps organise a new flight, they did so but then advised that my daughter should remain in the airport for 12 hours until the flight was due. Avoid this absolutely pathetic excuse of an airline at all costs.
Yasa
5.0
Dear Garuda Indonesia,
I am a regular customer who love to fly with Garuda until this incident happened. I was very disappointed when i took flight on 20 Nov 2017 GA-854 at 7.40 AM from Surabaya to Singapore. I had been rejected to check in even though i have valid ticket purchased from VIA and i did not come late. I was directed to pay extra money RP 1,193,000,-. It like purchasing new ticket and i lost the amount.
I never had this experience before with other airlines. It was last minute surprising and the customer service also very slow and end up i have to rush to immigration check point and i did not enjoy fly with Garuda.
I would like to have full refund otherwise i might not use this airline anymore and wont recommend to my colleagues / friends.
Please find the attached evidence of additional payment that i need to pay.
Best Regards
Julee Barbour
3.0
Good morning, I am terribly disappointed with the level of service you offer on the Ga728 flight to Perth and the GA727 flight from Perth to Bali.
My husband and i always travel with you business class and the High standard you once had is no longer there, You do not have enough of each of the meals to cover Business class. we ordered Lamb and there was not enough to cover everyone who requested it. You are always running out of Champagne which you have substituted with a lesser brand now, no amenity packs. As you know we can’t carry toothpaste in our cabin luggage we rely on them in the packs to clean our teeth, some people do not care but we do.
As we are paying very good money to travel with you i think your standard is economy with flat beds in an old aircraft.
In future i think we will travel on a budget aircraft and receive better treatment than you offer. Our flight was GA728 on the 24th October.
I am fully aware this email will not be answered just like all the other complaints you receive.
You are not the great airline you once were. Sincerely, Julee Barbour.
HakSu Kim
1.0
Dear Sir/Madam,
I am a frequent business-class traveler on Garuda between South Korea, Jakarta, Mumbai and Melbourne, Australia.
I am most satisfied with your inflight services, including excellent cuisines offered during in-flights and friendly flight attendances.
Unfortunately, I do feel the same about your call centre.
I write to Garuda to express my sheer frustration with your call centre service.
I have listed few pointers for you to examine and rectify. – every time I change my travel schedule it takes up to 40 minutes. Today, 2nd of October 2017, I spent close to two hours rectifying an error your call centre made due to under charging my flight from Jakarta to Incheon. – Some of your call centre employees have a decent command of English. However, I spoke to few that I found impossible to communicate with. – Each time an error with a payment I am transferred to a brand-new consultant that I am requested to explain my adjustments, including my details. Again, today 2nd of October 2017, I had to repeat myself four times to complete my transaction. Even though, I enjoy flying on your carrier, with your current call standards, I am afraid this will deter me from traveling on Garuda in the future.
Raymond Houston
2.0
Hi, My wife, myself and two friends booked our tickets Melbourne – Denpasar -Melboune on 26th March 2017 to fly 30th August on GA0719 and return 9th September on GA0718. Booking reference QOQZXF
For my wife and myself I paid $1,571.16 AUD for the fares and $274.60AUD for seats 41A & 41C, both trips.
When leaving Melbourne I was told we didn’t have reserved seats, I showed the lady my confirmation but she said there was not record, she did her best but we did not get the seats I had booked.
On the fight i ordered a scotch and the wife a vodka and orange. later i ordered another scotch, no scotch left, ok a brandy, no brandy. The wife ordered another vodka and orange, no vodka. a glass of white wine no white wine left only red wine. The wife informed the hostess the was no toilet paper in the toilets, an hour later the wife went to the toilet – still no paper.
When in Bali to avoid any confusion on the return journey I rang Garuda on 2nd Sept. to confirm our seating i was told Garuda had a record of my payment, but would refund the $274.60 and I would have to book and pay again for our seating. I emailed Garuda on Monday 4th Sept. they asked for my full credit card details for the refund, I informed them I would not give my full credit card details on a unsecure wifi link. I had paid by Amex 5 months in advance, just confirm our seating. I was informed on Thursday 7th September the seating was confirmed.
This proves Garuda operates in an unprofessional manner, I was disappointed with Garuda in all
aspects of their service. I paid more to fly with Garuda because I though I would receive superior service, I was wrong, I could have flown with a cheaper airline and got better service.
Be assured I would not fly with garuda again. Not good enough !
Kim Hopkins
1.0
Perth to Denpasar ga727 21 August 2017
Booked flight online, booking agent say aircraft is A300 but day of boarding the changed it to the smaller 787.. horrible experience, something you expect from a low cost carrier. No smile from staff and quite abrupt. After 2 hours into flight asked for a beer.. sorry only have water and cola. John McEnroe would have said are you serious!
Meal was ordinary.
Airlines have the right to change aircraft without notice but I think I should be entitled to cancel my ticket as I did not get the aircraft that I was booking. Garuda appears to now be a budget airline from Perth to Bali.
Will look at flying a budget carrier next time as that is what I got this time but paid the cost of a full service airline.
I find this unacceptable Garuda
Mrs Susan Hill
5.0
This last flight was the worst ever on your airline date 14/09/2017 from
Denpasar Bali to Perth . After going through the boarding gates we were left to stand out side waiting for a bus to take us to the plane , then waited standing on the bus for a further 15 min to board the plane . It was 1 hour late taking off
which I understand could not be helped .
However we sat on the plane for along time before taking off first class were offered drinks . Economy were not even offered water in this time .
Meal was served at 9 pm the plane was not full we were in row 28 seats B /C
We were only offered fish and rice , which had a lot of spice in it . I asked if I could have an extra bread roll instead of the meal and was told not enough rolls for that to happen .
Later I went to use the bathroom , the staff were eating there meal and there was a draw open with three bags of rolls in it .
We found the service very bad and staff not very helpful.
Added to that economy passengers were forced to wait while they removed two passengers in wheel chairs , while people were standing up every where.
John Ritchie
5.0
We always fly Garuda from Perth twice a year for the last 10 years but this time flight flight number GA 727 from Perth was very small aircraft 3 isle 3 far to squashed I am 6′ 2″ big man and the meals were not up to standard also landing far away from airport had to catch bus to terminal this is not good enough being Indonesian Airline and also for price we pay
Mr J. Ritchie
Skye
1.0
Please note: the below has been sent via email twice and FB messanger- still with no reply.
To whom it may concern,
I write to you with extreme frustration- We flew home from Bali on Monday 18th July flight GA714/ we are a family for 4 (children 4 & 1) plus I’m 26 weeks – as I’m sure you know this flight leaves at 1135pm and most kids are extremely exhausted and are ready to sleep.
We checked in early to ensure we could get seats between rows 26 & 36 as this is what we were advised to do when leaving Sydney – when we check in we were told we were in row 21 with only 3 seats.
When we got to these seats – there was four seats (no dramas) the issue was the arm rest in between the seats didn’t move meaning our children could not lay down flat once we were up in the air. As I’m sure you know most children sleep on this fight with their head resting on their parents lap.
As we couldn’t move the armrest We placed our daughter on the floor in front of our seats so she could sleep we were then be told off in the most unprofessional manner possible- that she couldn’t lay there- I then requested to be moved and to speak to the manager after waiting nearly an hour for him to come and see us – he asked me how heavy my daughter was (she is 4 and a half turning 5 in February) as he wanted to put her in a bassinet – not sure what he was thinking but what an absolute easy idea.
The way we were treated on this flight by the staff and manager on duty was dreadful and unnecessary.
I work in customer service with dealing with Different people all day everyday – the tone and manner we were treated and spoken to was no necessary. It left a sour taste in our mouths.
Surly been 26 weeks pregnant and also taking into account 2 small children we should have been given suitable seats with moveable armrest.
In closing the manger asked the family behind us to swap seats with us- I was extremely embarrassed as they were travelling with there son who was suffering from Autism – asking this family to move seats is so unprofessional and rude on so many levels.
If your ground staff did there job probably in the first place none of this would be an issue.
Taking all of this into account we are requesting a refund for our seats as this was the most unpleasant flight we have ever had.
I look forward to hearing from you.
Kind regards
Skye
SAMUN NAWFAL
1.0
I was on flight GA409 from Denpasar to Jakarta on August 4th, the flight supposed to leave at 14:05 but was delayed to 15:40 then got delayed to 16:45 then delayed to 17:00 when we boarded the plane at around 17:30 the plane got delayed again, the plane takes off at 18:35. Apparently it was due to technical issue. I can understand this however I had a connecting flight with Turkish Airline at 20:45 in Soekarno Hatta Airport, We landed at 19:07 in Terminal 3, my next flight was in Terminal 2, I had to wait for my luggage for 30 minutes until then I had to catch the shuttle bus to take me to Terminal 2 which is far far away from Terminal 3, when I got there the Check in time for my next flight has been closed, the plane was getting ready to take off, I missed my next flight. I was traveling for work, and we could not find another flight that could get me to the intended destination in time, because I was due to join a cruise ship in Hamburg for work, the ship will leave the port at 19:00 hrs local time, and there is no other flight that can get me there with enough time to get me to the ship. The ship will be sailing to Great Britain for the next 12 days or so and I am an Indonesian with only Schengen Visa, meaning I cannot board the ship in Britain. I lost my opportunity and may also lost my job that I had prepared for months.
Kevin Forster
1.0
On June 14th, my daughter flew from Surabaya Indonesia to Bangkok Thailand. Her seat cost her $322 for this flight. She had one extra bag with her. That bag cost her $372 in excess charges. It cost more to fly a a suitcase than a person. This is crazy. It would have been cheaper to buy an extra seat and have the suitcase sit next to her. I think a $100 charge would have been fair. That is what most other airlines charge for an extra bag. I am not at all happy with this excessive baggage charge. She was returning home after a 2 year assignment volunteering in a school in Indonesia. The extra luggage was not a luxury but a necessity for a 2 year move.
Sonja Buergi
1.0
Garuda cancelled my flight Number Flight Number GA0860 from Jakarta to Hong Kong. It took me almost 2 days to contact the Sales Office in Hong Kong (lines always busy). The office in Hong Kong said that I will get a refund for my ticket (due to their cancellation and no other option to fly during the day and not night). They said: just inform Ebooking [email protected] and they will refund the amount . I have sent 6 Emails to Ebooking and I have tried LIVE-Chat. The second time I am trying LIVE-Chat and they don’t answer either.
Is this a way to treat someone? The amount I am waiting for is HKD 7700 for a Business Class ticket. And I can’t do anything. Because there is no supervisor or any other Email or Phone Number. Sorry mam you need to contact Ebooking is all I ever hear.
1. This is to kindly bring to your notice that I am a Jakarta-based passenger who travelled with 3 other passengers as family members to Mumbai with details mentioned above.
2. I am a passenger who will provide positive and negative feedback when it’s due but unfortunately on this instance, it’s the latter. The fact is that, if I did not provide this feedback, then it would be my and family last time travelling with your airline and with this I still have hope that my feedback will be taken on-board, investigated and improvements made in accordance to your status as one
of the world’s best airlines.
3. I would like to draw your attention towards the misbehaviour by the cabin crew on the abovementioned flight with names mentioned as follows:
a. Novelita
b. Intan
4. Various incidents described as follows:
a. When we boarded the flight from Jakarta, we asked your cabin crew if we will be de-boarding while in transit at Bangkok and all we got were blank faces and they had no clue.
b. I requested for drinking water from Novelita which was declined using the reason that it will only be served when meal services commence. What kind of an excuse is this? What if I was a passenger who needed to take my medication on time or any other bonafide reason?
c. Vegetarian Oriental Meal was not given to me on the Bangkok-Mumbai Leg until I asked the cabin crew.
d. My child was not offered a meal until we asked for one and then it was provided. On both encounters meals were served cold. Cabin attendants cared less on this instance and did not offer an apology or neither offered other means to remediate the same.
e. My husband asked for red wine and received a response that each flight is equipped with 2 bottles of wine and it got over halfway serving passengers. Just so you are aware, that I have been travelling to India and other countries round the world using other well-known NON-BUDGET airlines but never ever have I heard of anything ridiculous and bizarre reason as this one. For once I was thinking if we were in the wrong flight until I noticed the Flight Safety card in front of my seat and was reassured of being on the right one but unfortunately facing a Shocking experience! Again, not even an apology or a smile was offered.
f. Another incident that took place when some passengers requested for blankets and were advised by one of the cabin attendant that they had run out of it until another colleague arrived, opened the overhead compartment and found a whole sealed pack. What’s funny here is that, your staff is working in a fashion like one hand does not know what the other hand is doing. Aren’t all cabin attendants suppose to know where things and equipment are kept? Adding insult to injury, some passengers did not even get any food as part of the meal service because there were insufficient meals on-board. While this part affected other passengers that I personally knew of, but then I am putting myself in their shoe and this could have happened to me as well!
g. To hammer the last nail in the coffin, when these affected passengers asked the staff of the insufficient meals, they got the most unbelievable response which was, the cabin crew themselves didn’t have any meals for themselves to open their fast!
5. Observation:
a. I have been travelling the world using various airlines and never once did I get this response from any cabin crew. It’s shocking that Garuda Indonesia being an esteemed airline and recently received an award from SkyTrax as having one of the world’s best cabin crew behaving in a shocking manner. Unbelievable!
b. On a positive note, I had last travelled by Garuda on a return journey to/from Perth on the 25th April 2017 – 2nd May 2017 and it was an amazing experience.
c. Based on Point B, I can’t help thinking and observing that flight to Mumbai was terrible but flight to Perth was amazing. Why? Isn’t there supposed to be consistency of service regardless of destination being serviced? Only Garuda Indonesia can respond to this internally.
Conclusion:
h. I am not saying that everyone should be perfect. I too have had this experience with other airlines in the past BUT the ONLY DIFFERENCE here is that the other airline cabin attendant offers an apology with a smile unlike yours that has caused me to take out more energy to express my disappointment via this letter.
i. Is the cabin attendant to be blamed entirely? NO. They just happened to be a drop of lime that spoiled the entire milk which is the airline company in this case. We would not be raising this with you if proper training and professional service delivery were taught to them. So unfortunately, Garuda Indonesia has a HUGE role to play in this.
j. A humble recommendation from a disappointed passenger to you would be to improve the overall flight experience right from Ground Service to Airborne v.v. and ensure this kind of experience is no longer happening to any other passenger.
Thomas
5.0
Today I had to take a flight from Beijing to Bali (holidays time).
The flight supposed to be at 6:50 on the morning. It is early for sure and counting the fact that I had to be at the airport 2h before departure, it means that I had to wake up at 3:00 on the morning to be there on time but this is not a problem at all because I was supposed to have a rest in the plane. However when I arrived at the check-in counter, the lady who served me informed me immediately that the flight was delayed at least until 10:00 which made me angry because I checked earlier on internet and no delay was indicated but nothing I could do except asking for a little of comfort during the waiting time (5h at least foreseen to wait) but even if I asked to the check-in counter (the person who just took care to issue my ticket and in the mean time informed me about that delay) nothing was proposed to me, only a stupid (very stupid) ” you can pay the entrance fee for the lounge”…. (how stupid this answer is? Like if I didn’t know that already).
So now that I am waiting at the gate with very little comfort, I decide to write this comment because I also figured out that this delay isn’t due to the bad weather (medium intensity rain) in Beijing because I just saw another plane from Hainan airlines stopped by the gate where I am supposed to board and disembark the people…
In other words I would have been expecting more from Garuda. Just a little of compassion by giving free access to the lounge or at least give a coupon for drink and/or food since I skipped my breakfast to get on time to the airport. It is not a question or money because I don’t care to buy myself my own breakfast (which I was supposed to have in the plane) but it is a question of respect of the clients. When a company knows almost 3h before departure that the flight will be delayed by 3h, then something should be done by that company to make their client feel better…. Even a little thing but at least something
Mike and Leanne Latkovic
5.0
We have enjoyed flying 2-3 times a year, Perth-Bali return, with Garuda for the last 7 years.
The quality in 2017 has dropped since 2016.
Our last return flight was disappointing for a number of reasons.
1. Seat allocation was 2 seats from the rear in a 40% empty plane.
2.. Poor food quality.
3. No lemonade or dry ginger soft drinks.
4. Poor quality movies and few English speaking movies
5. The poor internet check in service with only limited seats available to change to, even though many were available but not shown on the screen.
Andreas
4.0
Dear Garuda
I am not a person who ever writes complaints or publish them on social media, however after experiencing my last flights it must have been the worse let downs in my aviation experience.
The flight was delayed and for more than 2 hours nobody shared information about the reason, alternatives or helping any costumers unless they came to complain and shout. After 3 hrs people got very nervous and upset and the updates about a defect on plane and possible delay till 7pm made people even more angry. Meanwhile there have been several other flights from Garuda to Jakarta on which I was trying to get myself, apparently all booked. I was even willing to pay an upgrade to Business class. I booked Garuda in order to be assured that they would guarantee me the most comfort in guest service & liability because it was my Birthday and I had made arrangements and invited guests to my own party in Jakarta.
All the staff at the counter were overwhelmed, at no time senior managers decided to do a helpdesk and speak to the waiting passengers, offer alternatives and speak clear.
This was not only the worse service but also the worse Birthday and I had to argue with so many people to make them understand that I have to get to Jakarta. They offered a 300k voucher which honestly means nothing to me comparing to the problems and costs I had.
I made it on a 7pm flight which brought me 5 hrs late to my own event without a friendly note or appropriate compensation.
This is something I would understand from Citilink or other local companies but not paying the most expensive ticket out of all and get less!
JKT – DPS 07/05 -13.10
On the return flight I bidded for an upgrade as I wanted to at least a little bit over my birthday. I had to go to 3 different counters to check in which costed me 45 minutes of hassle and again zero costumer service. Why would nobody make it easier and know the right procedure and take my ticket and let a colleague do the rest as it was paid already.
So disappointed with everything I received from an expensive airfare and over a special occasion which ended up being angry all weekend.
Julee
2.0
On Monday the 2nd of May my Husband and i traveled to Perth on board flight GA 728 from Denpasar Business class. The complaint is that twice now on a flight our meals were not what they should be and looked like they had been left overs from economy. The plane was as old 330, seats would not lay down and very uncomfortable. We paid very good money to fly Business class as always as we are Silver members and expect a little better service than this, wanting to clean teeth after a meal and no packs were given out to us as usual.
Errukine
5.0
I’m writing because I’ve change the itinerary of my flight and trying for three hours to pay by the only system you offer (with a machine by phone). After several errors I had no other chance but quit and cancel the itinerary change. It’s been a real inconvenience and I’m not happy at all with your. It’s unbelievable that a company like yours has such a bad system.
Renata Huster
5.0
Dear Garuda
I travel often, I am a writer, so naturally curious about everything.
Your cabin crew are always wonderful. I have no complaints with the crew.
I have however, a complaint about something quite costly that happened to me recently & it cincerns your airline & airline staff at Melbourne airport.
Please note, after this experience, I will NEVER fly with your airline again nor recommend it to anyone.
I arrived at Melbourne airport on the 25th of April 2017.
My flight number: KLM operated by Garuda airlines
Departing at 1.00pm.
My baggage was 29 kilos. You allow for 30 kilos. My baggage met your requirements. I had a big bag and a small bag and it made up 29 kilos.
Due to my extra bag, which was not under your baggage requirements, I was charged by one of your workers 150 American dollars, which was 200 dollars Australian.
Who made this fee up? Why such an outrageous fee? I was under or met your baggage requirements. Your passengers were not happy about this, I showed them my receipt.
074133638867172 E-Ticket
I travelled with you from Jarkarta then to Amsterdam on flight KLM 206 operated by Garuda airlines.
I am very upset that I have had to pay this fee. I was under 30 kilo or 30 kilo.
It’s not good enough.
I shall never fly with you again. Ever.
I feel that I should be given this money back.
Angela
1.0
We booked to fly home from Denpasar to Perth on Garuda on 28 April at 19:10. When we arrived at the gate at 18:00 we were advised by other passengers that it would be delayed by 2 hours! We weren’t provided any refreshments until 21:00 by the airline nor any apologies! I was traveling for the first time with my 19 mth old girl and by this time she was completely overtired and unsettled. When we finally boarded, and I finally settled my little one, the hostess gave us her food which were two baby jars?? On the flight to Denpasar she was given a proper meal so I was extremely disappointed by not only the time we were provided with her dinner but it was puréed baby food in a jar!! I angrily declined. I was completely disappointed by the service and lack of help particularly when my little one started to vomit when we landed. This trip left me completely infuriated and stressed and will consider other airlines after this chaotic trip. Especially when I spent extra to fly with Garuda expecting a much better service.
Scott Finsten
1.0
Dear Garuda Indonesia,
I had a memorable experience recently, however it was memorable for unfortunately the wrong reasons.
I purchased at full price a business class fare (60,000 baht/ $2,000 AUD / 23 million IDR)from Sydney to Bangkok, stopping in Jakarta.
1. Seat allocation issue GA713
On the 16th April, I requested seat 11K, a window seat, on the starboard side, especially so I could view Sydney as we took off. I live in Thailand and I paid a lot of money for the relatively small but important privilege. Unfortunately, there was someone sitting in my seat and they would not move, so the flight attendants, after me standing in the isle for a considerable amount of time, moved me to a center seat. I agreed as everyone was trying to enter the plane through business class and it was quite blocked by me standing in the middle. After about 1 hour take off, the attendant wanted to try and give me back the window seat however this was far too late and my reason to view Sydney on take-off was long gone. Is this really how you treat your business class passengers?
2. Jakarta experience
When we landed at Jakarta airport, there was no one to show me where to go. No sign with my name and no direction to the transfer gate. I found my way to the business class lounge, and was abruptly told “no call”. I asked them again and they confirmed they do not call when a flight is boarding. I then went to the rest room and returned to confirm again with them what time my flight was boarding. They replied the flight was already boarding and I have to run to the gate so I can catch a bus to the plane. I had to find the gate myself with no assistance, and since I had never been to Jakarta before, this took some extra time. Finally I found the gate, but I was very surprised at no time did anyone announce the flight or call my name. Is this really how you treat your business class passengers?
3. Airplane condition Jakarta to Bangkok, GA864
The plane seemed very old, and the seat, 8K was very uncomfortable. The seat did not recline properly and basically not worth paying so much more.
4. Lost baggage at Bangkok
When I arrived at Bangkok airport, I had to wait to eventually find my baggage had missed the flight, just like I nearly did. I had to complete forms and then wait until the next day. The next day I had to call to follow up because nobody would call me. First I was told there was only 1 bag, and the other bag did not come. After 3 hours, I was finally confirmed both bags had arrived, and they would be delivered in 4 hours. The trip to my home from the airport is only 1 hour, so I did not understand why it took 4 hours. I was told there were other bags and I had to wait. Why is there no special service for business class passengers.
As you can see, my experience for 60,000 baht/ $2,000 AUD / 23 million IDR was not very good.
Alicia
1.0
Terrible customer service and unprofessional staff. Its my first time and will be the last time to take Garuda.
The flight GA829 from Singapore to Jakarta was delayed for 1 hour on 10 April 2017.
The return flight GA838 back to Singapore delayed 4 hours today again. We were waiting at the airport for 6hours. No announcement was made in the airport. There were 15 clients went to the customer service office but only 1 staff who didn’t speak English and couldn’t handle the delay issue. We requested to meet the manager who can make decisions and that person didn’t show up at the end.
Truly disappointed and won’t recommend to anyone to take Garuda.
Sarah
1.0
I have an upcoming booking with Garuda Indonesia for my partner and our five daughters who are aged 7,7,8,9 and 13. I have booked the fares through an on line site but the tickets have been issued from Garuda., I logged into the booking today to find that our children are listed as Adults and one of our daughters who is 9 years old has her surname incorrect.
I called the Garuda Indonesia 24 hour help centre and after 30 minutes and ending up being put into a team leader i was told that my daughters surname cannot be corrected even though it is not a change of passenger etc and that she may have an issue at Immigration!!!!
WHAT KIND OF PEOPLE DO YOU HAVE ON YOUR PHONES TO THINK THAT IT IS AT ALL ACCEPTABLE TO SAY THAT A 9 YEAR OLD MAY HAVE AN IMMIGRATION ISSUE BECAUSE YOUR STAFF WILL NOT CORRECT HER SURNAME.
Within the booking it is also listed as 7 adults, I booked the fares for 2 adults and 5 children. YOUR STAFF ALSO REFUSED TO UPDATE MY CHILDREN TO SAY THAT THEY ARE CHILDREN!!!
I am absolutely disgusted.
Thomas Othax
5.0
Last year, I have booked two return tickets from Taipei, Taiwan to Denpasar, Bali for end of February 2017.
Unfortunately, I had to cancel those tickets and I made sure that I did it according to Garuda Indonesia Customer service’s instructions. So they told me to send an email to some department and then confirm it to them. I asked for the refund process and they said that they would deduct 50$ per adult and would refund the rest within 2 weeks.
I have been waiting for 2 months and a half – 11 weeks. And even though I have sent them 3 emails, several Facebook messages, I always receive the same unhelpful answer: “your refund request for ticket number XXXX is still on progress in our internally. We are still waiting for their reply, so we would like to ask you to wait for later confirmation. We will inform you as soon as we have confirmation from them. We are very sorry for the inconvenience. Thank you for your attention and cooperation.”
I feel totally powerless and stolen by this airline.
So beware before booking with them. That was the only and last time I did.
Philipp Müller
5.0
As a platinum member I am quite surprised that there is no default seat in aisle or window reserved. Normally the system places me at the last row in the middle.
Secondly if I ask for a window seat they give me the one without window. Looks the staff at the platinum desk in Surabaya is not trained at all. This unfortunately happens regularly!
GA 204371580
Raphael
5.0
I bought a ticket in Jan which is now two months ago from Singapore to Jakarta return on the internet and was charged twice because of a computer glitch. Since then I have been asking for a refund and the process is most painful and slow. The [email protected] DO NOT acknowledge my emails and still up to this day has not refunded the costs.
They also said they will charge me additional costs for admin of refund which is ridiculous. This is TOTALLY NOT ACCEPTABLE, Garuda! Please get back to me ASAP. Case No. 00694867. You have all the records and email trails since Jan. Your handler has been Aji, Dewi and Mahendra. No one at your airline is taking ownership to solve the issue.
Please get your act together as it is dragging on far too long and I need to chase everyday.
Mior Azlan
1.0
Flew from KL to Jakarta on 26 Feb 2017 and on arrival at Soekarno-Hatta Airport had to wait for one hour for my golf bag until the airline staff declared that my golf bag was left at Kuala Lumpur. Missed my own golf set and ended up losing the game using rental set. The bag were delivered almost at midnight.
On flight back from Jakarta to KL on 28 Feb 2017, was asked by stewardess to choose meal from menu and upon choosing, the stewardess said the chosen meal is not available. I end up being hungry for the whole duration of flight.
What a shame for a Skytrax claimed 5 star airline especially when flying in business class.
Mathew Quinlan
5.0
My name is Mathew Quinlan i recently traveled on a return flight from sydney to bali, my booking number is 3VLZXI.
I would like to start by saying that i have never had a problem with your airline until now
As i only fly business class with your airline, on my return trip back to Sydney i found that the controls on my seat were not working properly. I alerted the hostess to the problem, she began to play with the controls for about 1 minute then she turned to me and said ” i’m sorry sir it doesn’t work then she walked away.”
With no solution to the problem i was left sitting in a business class seat that was not working. I would like to add that the business class section was not full and i was not offered to be moved to another seat or anything else, i was simply told that the seat does not work.
I am very unhappy and disappointed with this experience and i am doubting that i will fly again with your airline, as i had an extremely uncomfortable flight and do not want to go through that again.
Dantasya
5.0
I have booked a flight London to Bali in 10 days, and the Garuda employee told me my ticket had to be more expensive than my friends because I was disabled. That I would need extra help getting around airports and transfers. That was why I had to buy a different class of ticket. I found out that was a lie he just made me buy a more expensive ticket because I’m disabled! -Then I find out that in order to get a seat for my disability I would have to buy seats on every flight costing £200 extra! otherwise I can be put anywhere. This is Total discrimination. At no point in time when I bought these tickets did anyone from Garuda ever say that I would have to pay for seats on the plane after buying the tickets. Only when I went online did I find this out. The ticketing office told me if you need a disabled seat you have to pay! This is outrageous and honestly I want my money back so that I can book with a proper airline. Having also seen these reviews I actually don’t feel safe travelling with them .
Louise Kingsley
5.0
On Thursday 9th February my husband and I boarded a Garuda flight GA715 Sydney to Bali seated behind us was a young man who was affected by alcohol from the time he got on the flight. During the entire flight his language was extremely loud and offensive. He also continued to get more drunk and obnoxious as the flight went on. My husband finally told him to be quiet and stop swearing and he became even louder and verbally abusive. The crew had asked him to quieten down and behave but generally just kept away as though they were scared.
There was a period of about 30 minutes where we could not see any crew. Finally the crew got some male passengers to hold him down while he was zip tied. I understand the young man was to blame for his behaviour but why was he allowed to board in the first place? Why was he allowed to be threatening and abusive for so long ? Why did the staff disappear? Why couldn’t the crew handle the situation themselves? We also had to remain on the plane until he was escorted from the plane before being allowed to disembark. There was no apology from the airline. We felt the entire flight was put in danger by this passenger but especially the passengers in the same cabin. We were all stressed and anxious the entire flight and for my husband and I it totally ruined the start of our holiday.
We felt our flight home arriving today could no way be as bad as our flight over we were wrong. The flight was delayed an hour, the boarding gate was 1b but without any announcement was changed to gate 8 no one knew what was going on. After arriving an hour late to Sydney the pilot overshot the air bridge and we had to wait a further hour on the plane with no air conditioning for a truck to move us back. Once again no explanation as to how long we would wait or any apology. We always fly Garuda to Bali but will be rethinking our options next trip due to the poor service and lack of concern for passenger safety and wellbeing.
Eric Kuan
5.0
I have just travelled on GA 838 from Jakarta to Singapore scheduled to depart at 1630hrs today Thursday 9 Feb and to arrive at 1920 at T3 of Changi Airport. However it was delayed to leave till 1710hrs but it took off only at about 1725hrs.
We have a connecting flight at 2025hrs from Terminal 3 of Singapore Changi Airport but due to the delayed, we missed the flight on VN658 departing at 2025hrs for Ho Chi Minh
So we went to the transfer counter 20 min before the VN658 flight depart only to be told they had closed the counter.
Next we went to Garuda counter to ask for solution. To be disbelieve they will NOT put on the next VN flight but ask you to buy another ticket yourself!. They said they could only arrange a hotel accommodation for such case only since the last flight out to Ho Chi Minh had left .
This is ridiculous! How can Garuda who is now championing their cause to win over a new image of their airlines provide such unfair customer service!
I rejected their offer for ONLY hotel as they should compensate both the air ticket and hotel due to their delayed in their schedules!
My next letter is to the CEO for Garuda Indonesia and let him know how unfair the system of customer services are! Just take a look at the above complaints!
Dattatray
1.0
Probably the worst airline l have traveled in terms of customer service. I had paid for special meal for travel from Jakarta to Singapore by GA824 on 4th Feb 2017. Despite pre booking for special meal, it was not provided to me in flight. Rather I was asked to fill the feedback form which I have filled before as well and which l feel is never looked upon by any of Garuda Indonesia representative. Further we were misguided by supervisor to a desk at Changi airport for registering complaint. But when we reached at the desk we were told sorry you write an e-mail, we can’t do anything. Now l want to have refund for amount paid towards special meal. Because this is my 3rd consecutive experience with Garuda.
Elvi
1.0
Travelled so many times with Garuda and I have these three bad incidents with the airline from Dec 2016 till this January 2017. Delay for 2.5 hours without notice at all. First 1.5 hours without any compensation. Second..they totally broke my luggage saying that it was too full when the luggage can load until 30 kg and it weighted only 18-20 kg that day. Furthermore, inside the luggage the clothes was ripped off . The claim took freaking long time to do.. submitted for 2 weeks and still nothing from them. No news at all.
And today I flew with GA 505 transit and changed to GA 836. The luggage is not coming with the plane that I took! And when being asked they said the luggage is on the next plane. Still waiting for the plane now and I take my time to write this complain. What the hell is happening here Garuda Indonesia?
Rachma
1.0
Not a baby-and-mother friendly airline.
I have been a (loyal) customer of Garuda Indonesia since 2011. I had my elite sky team card, which I found really helpful during those international flights. However, when I traveled solo with my son (1 y.o.), I did not find Garuda as a helpful airline.
My flight was MAN-AMS-CGK-JOG on 21 Dec 2016 and return on 17 Jan 2017. Flight attendants did not offer any help during the flight. The worse experience is with the “DOOR SIDE” stroller, which in Garuda Indonesia, the tag did not seem to work as such.
1. MAN-AMS was okay with standard KLM service, the stroller was delivered to the arrival gate. In Jakarta, the stroller was said to be going through to JOG, even though the tag said DOOR SIDE, limited release. A kind transfer personnel helped me to get the stroller (which he said supposedly delivered to JOG), because I said I had health problem.
2. In my return flight, JOG-CGK: again, the stroller was not delivered at the gate and went straight to the baggage hall. The transfer desk lady was rude, did not offer any help at all, and said “You should complain with the luggage staff”.
3. CGK-AMS: My stroller was not delivered at the arrival gate as expected, which caused me to carry my son (and our hand luggage) during the transfer at Schiphol. The distance between arrival gate of Garuda and gate D of KLM to MAN was quite far. It was a horrible experience for someone with a spinal nerve disease like me. They did not offer any assistance in this case.
4. In MAN, the stroller did not arrive and said to be left at AMS. What an unprofessional service. I had to file a delayed luggage case, hopefully getting it back soon.
It is better to choose other airlines if you are traveling solo with your child/ infant. I took solo flights with Emirates and Etihad when my son was younger, and they did brilliant job in flights or during transfer.
Garuda Indonesia, please improve your service for mothers (or fathers) and babies!
F Herrmann
1.0
I just went through an unbelievable nightmare with Garuda, something I have never experienced as a frequently traveler with over 100 flight per year:
I bought a Garuda ticket to travel from Xiamen to Bali, with stop in Singapore.
The first leg was delayed, so the flight misconnected.
As it happened, Garuda had sold me two code share tickets, one with Xiamen Airlines, one with Singapore.
In every other case like this, the airline who issued the ticket – Garuda – would have just put us on the the next flight to Bali (there were two more this night)!
Not so here: Garuda rep outright rejected any responsibility, and sent us first back to Xiamen: “They are responsible, as they were late”. No discussion helped, so we tried and went back to Xiamen (in different terminal). Of course, they could do nothing as they didn’t have access to our ticket! Tried the same with Singapore (who was the operator of the second flight), with same result. Went back to Garuda desk to try talk sense into them, also got our travel agency on the phone who discussed for around 15″ with Garuda rep – to no avail.
In the meantime, the last flight to Bali was gone, so we ended up buying a new ticket (NOT with Garuda this time), and spent the night in the Hotel. Total extra cost: 1000 USD!
I am speechless. This was my first experience with Garuda, and I will make sure it was my last.
Rob
1.0
DO NOT EVER BOOK A FLIGHT WITH THIS COMPANY.
I’ve been travelling to Bali for the new year and they lost my luggage. I’ve been told that my luggage will arrive the day after but nothing came. Still trying to call their customer service but NOBODY is picking the damn phone. I’ve been waiting these vacations for such a long time and I just have 10 days at this place. Right now I already lost 2 days because I’m only having winter clothes on me and cannot enjoy the warm place. I repeat, it is now impossible to join them and I have absolutely no idea of what to do.
Here’s how some unqualified people can ruin your holidays.
Shenny
1.0
We checked my bag in in London but apparently we flew without my bag onboard because it didn’t arrive in Jakarta and had to fly to Jakarta the next day. It has been 4 days now and Garuda have not managed to deliver our missing luggage, despite the fact that it has been sitting in the airport, less than an hour drive to our location.
We have rung several times and repeatedly been told that the driver is not available to deliver our bag and asked to wait until the drive became available, i.e unknown. We have even asked for the bag to be put in a taxi but Garuda has refused to do so – the customer service has been just aweful, it seems no one at the airline is taking any consideration to us, the paying customers!
This happened to me last year too hence I am very upset now and would definitely recommend to avoid flying with them at all cost!!
My name is Florent, i work in Hotel Industry, I booked a Garuda flight from balikpapan to denpasar with transit in jakarta on the 23rd december 2016 night time to see my family for Christmas. As my Balikpapan Jakarta flight was delayed for 1 hour, I missed my flight to Denpasar. Below is my experience
Team at Jakarta:
Nobody waiting at plane exit to guide, no info or care for the stranded guests. We were 2. While treating our case, Garuda team were in the back office chit chatting. We finally were informed that we will be put in the 1st morning flight and were guided to a shuttle to go to the hotel.
Hotel chosen:
Big complex of different hotels in Cengkareng area – FM7 Hotel, looks like more a low grade hotel that i would not bring my wife and children in.
Long check in, staff unexperienced, no international standard that would match garuda standard, lack of compassion.
I finally checked in in a room where cars can go in in the basement for more privacy.
At airport during early morning flight, I asked for compensation, only to be replied that stranded passengers due to delayed flights doesn’t get compensation of any kind.
Tired for the night experience, I unfortunately forgot my Kitas at the service counter. The lady called me to get it back while i arrived already at the gate 16. Since tired and the new airport is really big i asked her to get someone to bring it down. I get a negative answer while 6 of your supervisors at the service counter were available. Instead, they were taking christmas group picture and i needed to go all the way back to the customer service in front.
The purpose of my letter is to give a constructive feed back on an experience that i did not expect to get from Garuda Airlines, the 8th biggest airline in the world.
I choose Garuda for the time accuracy, paid the price but get Lion service and this makes me sad. Working in hotel, we have close relationship with your team, and as hotelier at all time show flexibility, fast answer to challenges encountered, facilitate and show high care of your crew and members. I’m your guest but did not feel valued as a guest.
Pro activity, appliance of the right attitude and service given, compassion and small additional benefice would have been great and made the sad event more joyful and unforgettable.
Hadi Pranoto
1.0
We have not received our 4 (four baggage) since our flight on 22 December 2016 which has been 4 days now. We are on vacation but cannot enjoy it, because all clothing items, winter accessories, medicine of 3 ladies, including all of our toiletries are inside those bags. We have filed complaints and also have tried to contact until this day to Garuda and KLM, but there has been no response until now. We are very very disappointed with the service and upset. I will expose all these cases into all social media facebook, twitter, etc that these two airlines are the worst in handling passenger cases. We have absolutely no respect for these persons in charge and the companies Garuda and KLM as well.
I flew from AMS to CGK, two weeks ago, 4 dec 2016.
The passengers in this flight spent 13 hours in the plane without entertainment at all, due to technical failure.
When landed, the bus driver brought us to the wrong door : door was still closed and no officer etc, so had to wait 5-10 mins before entering the airport building.
Any sorry? Unfortunately not.
I am glad I did not take the business class as I would have spent for none.
My impresion is that people were tired and not so impressed with these all.
It was my first flight with Garuda Indonesia
Georgia Edis
5.0
I flew business class from Sydney to Lombok yesterday (23/12) via Jakarta. I was told the bags would be checked all the way through.
We arrived in Lombok last night with no bags. We don’t know where they are and this has delayed our future Christmas holiday plans.
The name of the person whose bags are missing is Georgia Edis. Flight number from Sydney was GA713 and the flight number from Jakarta to Lombok was GA432.
This has ruined the start of our holiday and very very unimpressed. Especially as we paid for a full fare business class ticket for 2 people.
edifin
5.0
Booking Reference : YMM4GO
Ticket Number : 126-1134324515
When I helped my client Mr. Elvin for web check in, it appeared can’t check in due to ticket problem, so I called Garuda Hot Line Number 0804 180 7807 on 21st December 2016 around 10 am to 10.30 (Please retrieve hot line voice record), one of the customer service told me that flight GA410 Jakarta-Denpasar (flight connection to Perth) which was supposed to fly on 14.15 suddenly is being changed to 17.10, so I asked her to send me his new ticket but she said his new schedule has been notified to email which is based in Singapore, and the customer service can’t provide me his new ticket. So I told Mr.Elvin about his flight changing.
Beside this information I also asked whether he can change his 17.10 flight to earlier but she said it’s all fully booked in economy class for 1pm and 4pm. When Mr.Elvin tried to check in at airport counter one of the CS won’t check in his bag cause economy class is all full. My question is why economy class is full ? as per phone confirmation isnt his flight supposed to be changed by GARUDA to 5pm ? (and not under passenger notice).
The situation has forced Mr.Elvin to upgrade his flight to business class and made him arrive Perth on midnight.
He is a very nice man, not even angry and just choose to accept all just happened to him, but I feel very disappointed with GARUDA’s service.
Gemma
5.0
Delayed by more than 24 hours at Heathrow to have a connection at jakarta which was also delayed as was waiting for another flight to come in from London. Arrive in Singapore and 1 of my bag is lost. It arrived in Singapore and24 hours later I have no clothes, no nothing and no update from airline. Even costing me a fortune to phone them. Had nothing but problems now waiting to see if can get interim payment for essentials as singapore is so expensive to buy things.
Agathe
1.0
YOU DO NOT EVEN DESERVE ONE STAR.
Your flight was delayed of 2 HOURS (GA433) which led me to lose both of my connections as I was flying to LONDON from LOMBOK. I am now stuck in KUALA LUMPUR, even though the staff in JAKARTA said I was going to have an hotel. It never happened and here all their office is closed. I am supposed to be in an airplane back home, and instead, I am now sleeping on an airport bench for 8h in an unknown place. GARUDA staff LIED TO ME and were VERY RUDE, USELESS, and the 24h call centre on their website, of course, doesn’t work. I am a frequent flyer as I work in Indonesia. I won’t EVER fly with GARUDA and WILL PREVENT ALL MY FRIENDS AND ALL STAFF FROM MY COMPANY to not use this incompetent airline.
Pieter van Weers
5.0
Hi,
I am trying to check in on-line for my flight to Jakarta, via Bali tomorrow morning early. I am on the phone for the last 40 minutes, for 40 minutes I am hearing that I am no 1 in the queue, and then I get disconnected. They must be having their afternoon sleep at Perth airport. I have been flying at least twice a year with Garuda, but now your service is atrocious I will start considering other airlines. Extremely frustrating. I am still number one in the queue by the way, for the third time, this time 25 minutes.
Wichard
1.0
Booking no MZNQIT/X7PQ7S: the flight GA 841 on 9.12 from Singapore to Denpasar was delayed by more than 7 hours, because the pilot has spilled something hot on his leg.
After 1.5 hours in the waiting room we were informed of the above situation. Boarding was supposed to be at 11 PM. We were told to collect a “dinner voucher” which required waiting in line for 30 minutes and was 16 Sing USD and restricted to Burger King (“dinner??”) and a Coffee Shop. Overall i got a tea for 8 USD and a juice (“dinner”??)
At 11 PM there was no sign of a plane, which eventually turned out to be the incoming plane from Jakarta. Until the plane was cleared to enter it was about midnight. The pilot uttered something from “operational reasons”, which is of course again laughable. We landed 2:30 AM on 10.December.
When the pilot was wheeled out he had his trousers rolled up, but I could not see anything. He looked a bit guilty. Everybody to kind to note anything. Ground staff was also very incompetent and not very helpful.
Overall I booked Garuda because in an alliance with KLM they should adopt to international rules and regulation. As such I expect to be compensated according to these rules. Even Air Asia does have a compensation if the delay is solely based on the ground of an own mistake. So if we assume that this was not orchestrated for the benefit of Garuda optimizing on plane utilizaton, I would strongly suggest to compensate. This will not help for the ruined weekend, but makes the customer feel better.
Made Christmanto
5.0
I lost my luggage during my flight with Garuda GA567 from Balikpapan to Jakarta and GA838 Jakarta to Singapore (Connecting Flight) on 12th December 2016. Almost 24 hours no update from them regarding my luggage status and i spent my Phone Credit and wasted my time and my money calling them in Singapore airport and Jakarta asking about my luggage status but the answers still same “Waiting update from system and will follow up”. How long????? They are not sure. Can you imagine, i cannot do my job, i lost my time, lost my money buying credit for my phone and pay roaming due to international calls for only this unnesesarry matter that Garuda cannot handle. Please try to improve the Good Service and make your customer feel comfortable flying with Garuda. I got Platinum GFF member and my Luggage was sticked the Priority and Business class tag but still no different for the treatment, still useless service and poor. Other airlines take below 12 hours to find the status of my luggage.
Charly caesar
5.0
My Garuda flight from jakarta to denpasar GA 402 8 December 2016 07.20 am and GA 415 10 December 2016 19.05 pm was horrible. Jakarta to denpasar no delay. But my seating was not at the same row. From denpasar to jakarta is more worst. No seat at same row. Even the help desk helps to set same row. I dont know if this happens or not. For your record. I came to airport and check in 2 hours before. Do I need to check in 24 hours before than that? I bring 2.5 years kid for God sake. I am really disappointed with how Garuda arranged the seat. My family has been flying with Garuda for a long time. Not from now.
Gabriela
1.0
I will never again book ticket nor recommend flying with Garuda Indonesia. Booked ticket to jakarta because of family emergency using the same credit card details that I used to book ticket for my husband just 1 day before and for a second I thought everything is fine. I received email confirmation, e ticket and my credit card got charged. A few hours later, I received and email advising a cancellation of the ticket. I thought, there is something wrong with my credit card so i tried to book again and i ask my brother in law this time to pay using his credit card. This time, I didnt get any email. Worried cause i urgently need to fly back to Jakarta, i contacted their 24 hour hotline in jakarta and was advised that both payments didn’t go through and was advised to purchase another ticket over the phone, which I did using my other credit card. They told me it will go through snd i checked my email i was sent an itinerary. The next day i went to the airport and got told all payments didnt go through and i font have ticket. No solution was given except to purchase another ticket. What kind of customer service is this?? I had a family emergency and tried to pay 3 times! They even charged my credit card and they can’t even explain what issue they have. I’ve sent them an email a few times demanding a thorough investigation and explanation as to why it happened!
Imelda King
3.0
My name is Imelda King. I was traveling to Jakarta from London, Heathrow with my daughter Alexi (2.5 yrs old) on 22nd Nov. We were in business class, flight no GA087. Everything was perfect until the passenger who sat next to us started to make loads of noise. He was so drunk and started swearing, he used almost every single rude word that you can think of. Luckily my daughter was fast asleep, but I was woken up by this guy; he was so loud I couldn’t get back to sleep. He wanted more alcohol and became more angry when the flight attendant refused to serve him a drink I remember there was an old guy who was coughing a lot and this drunk passenger started yelling from his seat and shouted to this old guy to stop coughing. Every time this old guy coughed he started copying him and coughing louder. Honestly, I was very close to asking him to stop as that was inappropriate, also I was worried he would wake my daughter up, as my daughter started to become restless. This guy finally fell asleep at 4am, that was when I could finally go back to sleep. I was in business class I should be able to sleep comfortably.
One of the flight attendants was very apologetic, but in my opinion I didn’t think they did enough. I was so tired that morning, I mean flying with a toddler is tiring enough and then not getting enough sleep? I was so disappointed with Garuda for not doing enough.
Rinaldy Sudyatmiko
5.0
Garuda indonesia is back to its old reputation of being seriously late, and with poor service to passengers. There was no proper announcement. Up to 5 Garuda uniformed staff sitting at the front counter, not a single one know what the situation is. After 1 hour delay and still waiting, we are also told that we will need to take the bus to another terminal. Looks like Garuda can’t wait to chase the worst flag carrier in the world! I think its time to change garuda management…
Luke
2.0
To Garuda Indonesia, my name is Luke. I traveled with you on flight GA727 boarding time: 1850 on the 29/11/2016 from Denpasar to Perth and was disgusted with the service I received. Upon boarding my partner and I had our water bottles taken off us by security at your gate (1B). I know this is not your rule but once on board your attendees should bring water to their passengers.
Once we were in the air, your Flight Attendant Yufrida brought us food but i was told that the only food available was fish. I advised Yufrida that I cant eat fish as I am allergic. Yufrida told me that there was no more chicken dishes, so I asked if I could buy a packet of chips or a chocolate bar. She told me that they dont have any snacks either. Then she continued on servicing other passengers. Another Attendant came along and I asked him to take the tray away from me as I am allergic and shouldn’t come in contact with seafood. He took the tray away.
I am upset that the flight Attendant Yufrida, did not make any effort to go and check if their was any other food and that she continued serving other passengers.
I paid extra for your service as Garuda Indonesia is meant to be a excellent airline.
David
5.0
I booked my flight from Melbourne to Jakarta by telephone with your office in Indonesia on the 7th November booking ref 69EDF7. I paid for this via Visa 13,000,000 plus rupeah, i was sent confirmation via email. When i went to the check in on the 13th Nov i was told there was no ticket issued. And was informed to go and buy another ticket from the flight centre which i did. Booking ref Z68S9S confirmation YZTXGN. I paid $1,170 AUD. I have paid for this flight twice. Also the first booking done via Garuda was incorrect it had me arriving on the 13th and departing the next day the 14th.
Joana
5.0
I just made a call to your customer service. Have been trying to change my ticket as my middle name was spelled wrong. I am left without a choice but cancellation. Such a shame! And worst of all there will be a charge of 100 USD for the refund! Below 50 is reasonable but 100 USD is beyond reason and worse i have to wait for 1 month to get the refund back!
Admittedly – this was my mistake for overlooking my details but your operating procedure is somehow very unreasonable and more into taking advantage of customer, taking their hard earned money. Knew that you can make a modification but limited to 3 characters but couldn’t you make a consideration to 4 characters? And in terms of refund – it will take 30 days? How can i make another booking for that?
Ravi
5.0
Honeymoon bags ripped and torn apart. Have images as proof.
Were not even put in correct flight so had to wait for next one!
P
1.0
My colleague was flying to Manado, during the transfered flight, you lost her baggage in Bali. She didn’t get any help from the airline just asking her to wait for the same flight on the next day which was so late as she didn’t have any belonging. We manage to find the fastest flight flying to us by OTHER airlines and don’t even receive any good coordination from your airline. This is a very bad service !
Mrs Linda Elliott
5.0
I returned from a trip to bali yesterday 24/10/2016. I have flown with garuda airlines many times and can not fault your cabin crew at all. However whilst on this holiday my husband needed to return to Perth Australia 4 days before we were due to because of an unexpected medical reason. I had spent 2 days taking him to 2 hospitals and 2 specialists to make sure it was safe for him to return home. I was physically having to do most things for him. We had to upgrade hime to business class for his comfort on the journey home. As you could understand emotionally and financially this was a difficult time. I am grateful that the check i people allowed me to check in with him what I was astounded by was their lack of empathy for myself. Whilst they did ask if my husband needed a wheelchair as they could see he was in distress I was rudely told that I was not allowed to go into the lounge with him as i was an economy ticket holder. I work as a nurse in Australia and we always look after the family as well as the patient so as I wouldn’t treat family members this way I was taken back by this lack of service. It wouldn’t have harmed anyone to allow me to accompany my injured husband into a lounge to be with him whilst we waited. I had been thru a lot in the last 48 hours and such a small gesture would have made my journey home a lot better. Instead I travelled on my own worried about my husband and totally shattered from this experience. I am pretty certain that at this point in time I will not be using Garuda as my choice of airline anymore.
Dan van der Wel
5.0
Today I flew from Surabaya to Semarang, first of all the complete disorganization at Surabaya airport, clearly due to rainfall the power switched off. Backup generators clearly worked only on half the building which became more obvious when the computer system for checkin shutdown. After waiting for approx 30 minutes the checkin resumed manually once again in a highly unorganized way. Despite the gold status on GFF, the people in front of us which was a complete group that did not have a gold status went first because they had a friendly porter that provides more status than airline loyalty.
The way the whole checkin went already made it clear that I should be happy if I would get my luggage at the other end. I was right I got only one of 2 suitcases. Reporting a lost suitcase is easy. Fill the form and get back to us tomorrow, you want it come and pick it up. The attitude in general is below any standard. 5 star airline? Sure from an organization that puts up for sale regional awards to the highest bidder. The same organization that manages to put Aeroflot and the Moscow airport Sheremetovo on top of the score list. The award has nil or no value.
The only thing the partnered sky team airlines excel in is silence, disregard for service and regulations and incompetence. Sad but true, not a single complained gets handled in a satisfactory way and 9 out of 10 times you will simply get no reply at all, problems remain unsolved and stupidity is endless. One more example, do never take the priority luggage tag even when it makes you believe for a moment that it will work. I will not, priority luggage with Garuda Indonesia and most sky team airlines is just a line. It means you will get your luggage mostly as very last. How does that happen? Well if your luggage gets unloaded first but priority luggage usually does not get driven to the conveyors separately it means that all the other luggage gets loaded on top and hence you will be one of the last.
Garuda service at its best. GFF does not work at most sky team airlines simply because they will not enter your card details, even if you insist they will claim they did for you later to find out that once again they did not. Just try and complain or retrieve miles flown by one airline at sky team and ask them to enter that to your GFF card. It requires keeping a entire administration and spending a load of your time the “enjoy” the sky team alliances lies. All goes under the same simple way of handling, sorry we forgot, we did not understand, wasn’t us that’s in the best cases more often it is simple silence and no answers at all. As said before the only consistency is the endless stream of incompetence.
mual situmeang
1.0
Yesterday was my worst experience flying with GA508 to Pontianak.
My baggage was lost and I had to go to the hotel and attend a meeting with no proper outfit.
I reported to the lost and found section but I waited for another day for them to track my baggage.
I had phoned the officer but still they didn’t handle it properly.
Even as I write complaint I had no assurance of my baggage yet.
Jan andrew li
1.0
Worst experience ever! Flying first time with garuda indonesia flight GA413 to jakarta with a connecting flight to philippines…
Our flight was delayed for 4 hrs to jakarta.. Missed my flight to the philippines, and to top it all off they lost my luggage!!!!
Miguel Angel
5.0
I am writing regarding issues we had while making our journey from London to Bali with Garuda Indonesia on the 29/09/2016.
We booked flights departing London and with arrival in Bali. We had to do 2 changes, firstly in Amsterdam and secondly in Jakarta.
For the first flight (London – Amsterdam) we had no issues at all. However, when we tried to get on board on the second flight (Amsterdam – Jakarta) my partner was denied boarding due to passport issues. His passport did not have 6 months validity. For passport legal matters he was unable to board. As a consequence I did not board either.
Although we understand the reason we were denied to board in Amsterdam we do not understand why we were allowed to fly on the plane London – Amsterdam in the first place, as our final destination was Bali. We did not book independent flights. We booked a complete flight London – Bali, with flights London – Jakarta showing on one boarding pass and then Jakarta – Bali showing in the second.
If we had been rejected in London in the first place we would have been in a position to go home. However, we were rejected in Amsterdam, with no flights to anywhere and with no accommodation. We found ourselves stranded at Amsterdam airport.
As a result of all this we desperately booked an emergency accommodation to stay in Amsterdam overnight, with costs we did not expect at all for both transport to city center and hotel. We also booked another flight to Corfu in order to leave Amsterdam.
We would like to have all these expenses refunded as we believe it was the airline mistake to let us fly in London in the first place.
Joe Cete
5.0
My wife and I were booked on a flight to Sydney via Jakarta (flight no 87) on 22 Dec 2016. We made our arrangement well in advance as we planned to spend Christmas with our children in Sydney We booked and paid our flights on the 19th of July and it is now 08 October. Yesterday we were informed by Flight Centre that the flights were cancelled. We contacted the airline on 0871 222 3113 for compensation as now we will not be spending Christmas with our children and we have trains tickets booked, annual leave booked. We were told that there will not be any compensation and this is very stressful due to the fact that had it been us that had cancelled the trip we would have lost our money, how can the airline get away with cancelling the flight And be liable for any sort of compensation. We are very disappointed with Garuda Indonesia Airlines.
Linda Marshall
5.0
I recently returned to flying with garuda and paying for full service on board. Our flight GA727 perth to Denpasar was great. The return flight GA728 was not. Security at check in asked if we had alcohol we said yes as there is no rule to say you cannot take it, we had one bottle of wine unopened wrapped in plastic, and we put 1/2 litre of vodka in a plastic bottle so it was not heavy and that was also wrapped in plastic with clothes in another plastic bag. The security at check in said we could not take it, I asked why and he said it might break in the suitcase surely that’s my problem it didn’t break going there and it would not have broken coming home and it didn’t. However he took the vodka for himself and allowed us only to take the wine bottle after making us empty our case in the line for check in. Spoke to manager he said we could take it if it was in plastic it was but the corrupt security still took it. Very very unhappy. Then when it came to meal time on the return journey we were in seats 35H and35K 6/10/16 we were told no choice left only fish and rice all the chicken had gone, so I didn’t get to eat dinner either. We swapped to Garuda for that onboard service and I was very unimpressed with the whole procedure for returning home from the corrupt security to no meals left on the plane only Indonesian dinner. May as well not paid the extra and gone with air asia or Jetstar.
Rusi
5.0
I am A gold member GFF 725 462942, bought a ticket on 14 Sept 16 from JKT – Singapore. The fare listed was IDR 1,096,600. until the last page before I press enter for payment the amount still shows the same figure of IDR 1,096,000. To my surprise my credit card was deducted with IDR 1,696,600 or IDR 600,000 extra. I immediately call Garuda call centre and they confirmed it is extra charge due to my seat assignment. My question is simple..even for a budget airline they alert us if there is any charge if we pre assign a seat. For my case, there is no notification information about the service charge for SEAT. Secondly as GFF Gold member, I believe this fee should not happen in first place. I have made several calls to follow up and i’m not satisfied with an answer “on Progress”. I received 1st acknowledgement from Garuda the payment is IDR 1,696,600. then I got subsequent email for the invoice that the fare is IDR 1,096,600. same day 14th Sept 16. My question is simply, is there any outage from your System? As a customer I demand your immediate attention about this issue. It has been 3 weeks since my first call on 14th Sept. My credit card has charged with an extra, I therefore demand for an immediate refund. This is a very basic principle in customer service especially for a 5stars airlines. I hope this matter can be settled immediately.
I would like to make a complaint regarding flight number GA87 flying from London Heathrow Terminal 3 on 28/07/16 to Denpasar, Bali via Jakarta Soekarno Hatta International. The scheduled time of departure was 21:10 on 28/07/16 but a delay meant the actual time of departure was not until ~14:00pm on 29/07/16. The scheduled time of arrival was 22:55 on 29/07/16 and actual time of arrival was ~17:00 on 30/07/16. Therefore, under EU regulation ( EC 261/2004), for a delayed flight from an EU country to a non-EU country with a flight distance of > 3500km, I am entitled to 600 euros/£520 compensation. The flight delay was due to airline management factors, which require compensation, as opposed to weather conditions etc that would be permissable.
I am grateful for Garuda’s efforts to put all the passengers up in a hotel near Heathrow airport for one night. However, the inconvenience was substantial and there were delays at every stage of the process:
Passengers waited on the plane for the flight to take off for some hours on the 28th July until it was finally delayed until the 29th;
Passengers waited for a coach to take us to the hotel for an hour at 1am in the morning;
Passengers were given an incorrect new departure time for the 29th so woke early only to be told a later departure time;
The flight was delayed past its final expected departure time because the plane needed to be ‘cleaned’.
I also had to wait a further 1.5 hours at Denpasar, Bali for the flight with the final passengers from Jakarta to arrive in order to get my luggage as the luggage had not been separated.
Thank you,
Hannah
Leng
5.0
Lost a blue children’s backpack with “PopKids” logo in flight GA87, possibly in overhead cabins near seat 40K. It happened on 20 July 2016 around 1750 hours. As we were from Heathrow to Jakarta – enroute to Singapore, wonder if the bag had been taken out and placed with the Lost and Found section in Jakarta’s Airport. The takeoff at Heathrow was very delayed with no explanation and we had to run for the next plane like running for dear lives. Filed a report and emailed Garuda Indonesia directly but sadly, there has been no response.
Jenna lewis
1.0
On flight GA714 From Denpasar to Sydney Australia on the 13th September mid flight I felt unwell and said to my husband I was going to faint the air host was also standing next to me in the aisle at the time handing out breakfast trays I also mentioned to her I felt unwell. I ended up having a seizure mid flight!! I’m a perfectly healthy 26 year old who had no health problems. During my seizure the Air host stood there and watched as my husband was begging for help, a male air host announced over the speaker asking for urgent medical attention. And that’s it!! That’s all they done I wasn’t moved somewhere to offer privacy-which I’m sure it wouldn’t be easy being on a plane but I was seated in row 38G at the back of the plane In the middle. I was offered NO first aid NO oxygen NO ambulance waiting at the airport for me!! I wasn’t even assisted getting off the plane, I had to get off like everyone else. I am absolutely disgusted! I’m not blaming Garuda for my seizure but you had a duty of care to your passengers!
Alessio Desiderato
1.0
My Booking Reference : 5BXDCY Flight : GA88
I was supposed to fly from Singapore to Amsterdam with Flight GA88 on 28th of July 2016 at 01:30 am (local time) in a multi-stop flight for going back home to Italy. This flight was substituted by another flight the day after on 28th of July 2016 at 17:30 with a total delay of 16 hours. This brought me to a lot of problems especially because my health condition became bad and I can demonstrate it with a medical report. For this inconvenience I lost my connection flight in Amsterdam and I arrived home one day after losing my medical consultancy in my hometown and spending a terrible time all the journey duration. Moreover I was forced to buy another flight connection in Amsterdam to get back home in the shortest time. I am seeking for a refund now.
Sarah mcevoy
5.0
I am totally disgusted, upset and shocked with the Perth Garuda staff and there below 0 standard customer service with the lack of service I received when arriving in Perth on 29th August with my husband and wheelchair bound mother and then the unbelievable disgusting service I received from Perth office staff member ” Dominic” when calling and asking for a full explanation as to why I was left with 3 adults baggage (and hand baggage) to struggle with my elderly mother in a wheelchair when I had contact the Perth office on 3 occasions before my flight requesting aid .. If it wasn’t for the good well of other passengers helping me with luggage that I clearly couldn’t handle along with a wheelchair passenger I would still be left in the airport .. That alone is shocking but the customer service and disgusting phone manner I received from Perth office member Dominic after following up my complaint was unbelievable, I’m shocked and in disbelief that you allow a staff member question my mother’s health ??? Why I couldn’t handle 90 kilos plus alone and then flat out refuses to give me a point of contact to the state manager ??? He then informed me that he was hanging up on me ?? This is totally unacceptable shame on you perh Garuda after years and years of being a loyal customer this is how you treat people ???
oliver deeming
1.0
I purchased tickets for a flight to Melbourne for the 31/08/2016 on the 11/08/2016 for 2 people and my ticket had the incorrect gender on the E-booking. The website failed to work and I failed to see a confirmation page when I booked, thus not being able to amend the gender error.
I contact customer service immediately and was told to ring.
I tried to contact the customer service team on the 13/08/2016 and the phone call was cut short by your attendant.
On 15/08/2016, I contacted again and was advised that I should cancel the ticket and book a new one with the correct gender, then claim for the cancelled ticket with a fee 100USD, which has later been dropped to 30USD.
I have since been trying to contact for my reimbursement up until the current date. I have been emailing weekly and have received very few responses and even less action. The customer service has been appalling and I think it is a disgrace that I have to pay any money to your company at all, never mind two tickets as it stands at the moment, or one ticket plus a cancellation fee.
I have never received such customer service in my life, it has been awful and I expect you to consider my case seriously and amend your errors above just giving me my money back for the cancelled ticket. You are clearly just trying to avoid my complaints until I give up and don’t intend to pay me any money back but I will not give up.
David Davies
5.0
My wife and l have been visiting Bali on a regular basis for 20 years, and have mostly used Garuda airlines as our preferred carrier. On our recent return trip 4/9/16 flight GA728 on a 737 not the usual Dreamliner, the trip was the first really bad flight we have experienced.
Firstly on the outward journey on 13/8/16 the seats we had pre booked (forward of the wing was not retained for us, so after originally trying to seat us on a centre seating, they agreed to change us to a window seat. This we got directly on a wing, with very limited view.
On the return journey G.A.728 was the flight that caused most concern. The pre booked seating again didn’t happen. The plane was about 50 minutes late in taking of with no reason given.
The seat in front of mine, my seat being 35A, had a recline when the person in front sat down, pertruding approx 30mm in to my limited space on a 737. When it came to dinner, because we were placed in window seat in middle of craft there was only one option left, which was fish. In most restaurants fish is ordered by approx 20% of dinners, but you must of put the ratio of fish to chicken at 50/50, so needless to say neither my wife or self went hungry on the flight. The air hostess did offer us a crew meal, and apologised, even offering us a crew meal, but we both felt why should we deprive your crew,because Garuda got it wrong.
As l said earlier we have been using Garuda for 20years, we are both frequent fliers with you, and are used to far better treatment than we received on this trip. It does make me think why not use a budget air line, thereby saving money, and although you pay for it we would get the meal we want.
Jack Williamson
1.0
I was supposed to be flying from Denpasar to London via Jakarta on August 10th 2016 (Flight number: GA0653) when my flight got delayed by around 8 hours forcing me to board the 22:10 to Jakarta(GA 423) instead, this was when my Garuda nightmare began. I was assured by Garuda that although I would miss my connecting flight on Qatar airways from Jakarta to London they would take care of the rest of my journey. They didnt. Having arrived in Jakarta 8hrs later than we should have me and my two friends were promised a hotel so we could rest before our 07:45 flight(GA 86) DIRECT to London. It took the Garuda staff 3hours to take us to our hotel by which time we could only sleep for 3hrs. Their customer service desk was empty and when staff did eventually help us no one knew what they were doing, the manager had walked off and service was eye wateringly slow. Just to cap off the Garuda experience our 07;45 DIRECT to London took a surprise fuel stop in Singapore for an hour, why not. We arrived home 12hrs late, One of my friends almost missed a shift at work and none of us received the Qatar airways experience we had specifically booked! All in all Garuda have about as much chance of getting you somewhere on time as Liverpool have of winning the league..
Philip Heald
5.0
Flight reference: 3H5LQF – Flight date: 23/12/15
My wife was diagnosed with Breast Cancer in late November – early December 2015. At the time we made a decision to fly to Perth Australia earlier than scheduled, early December 2015. Upon arrival in Perth my wife undertook all tests again and it was confirmed that she had a very aggressive Breast Cancer for which the Breast Cancer Specialist strongly recommended that surgery be performed immediate. Given the nature of the Breast Cancer she elected for surgery immediately, removal of the Breast and nodes was completed on the 21st of December 2015. At a follow-up appointment with the Breast Cancer Specialist we were strongly advised not to fly on the 28th of December, our return leg back to Jakarta.
Garuda Customer care (online bookings)
After supplying Garuda with all medical support documentation for my wife`s Breast Cancer issue Garuda agreed to refund my wife`s flight ticket, USD $875.22. However Garuda never honoured their commitment and did not refund the money. As per Garuda`s instructions if the refund was not paid I was to send another email which I did, but did not receive a response back from Garuda.
I therefore requested my wife formally complain in her native tongue. My wife made the complaint and again Garuda agreed to refund her ticket valued at USD $875.22. Upon arrival in Indonesia on the 22nd of August 2016 after ongoing Breast Cancer treatment in Perth she found that Garuda had not refunded the money as promised. Again Garuda has not honoured their commitment.
Garuda`s disrespect for women health issue
At this point in time it is obvious that Garuda has very little sympathy or respect for women health issues, certainly Breast Cancer suffers. Where a women losses a Breast to Cancer, then a airline carrier agrees to refund her flight on ground of compassion, but then reneges on their commitment is nothing short of sicking.
Certainly, such disrespectful behaviour from airline carriers from Western/developed countries would provoke outrage, not only in the offending country but throughout developed countries as a whole.
Moutiaa
5.0
My booking reference : 2BG53B
I was supposed to travel from Abu Dhabi to Jakarta at 3:00am on 9th of Sep. And when I went to the airport my ticket wasn’t showing on the system. I’ve been calling Garuda since morning. And no one has yet given me an answer. All they have been telling me is wait and we will call u back. I’m losing time and money and I’m exhausted since I didn’t catch sleep yet. I’m really disappointed with Garuda’s unhelpful customer service. I’ve been calling and kept on hold for hours.
Amy Morgan
1.0
I flew with garuda Indonesia from Singapore to London Heathrow on September 1St 2016. I was very unhappy with the quality of food and beverages that was available whilst flying 13 hours. I did not have a choice in what food I had to have as there was only chicken left and I was only given a small drink twice during the flight.
Upon arrival at Heathrow airport we were informed that there was a problem with the aircraft baggage door and that we would be delayed in receiving our luggage, this lasted for an hour which caused me great distress as I was extremely dehydrated and unwell. After an extremely long day and flight I was absolutely exhausted and it being so late in the evening I didn’t have time to get anything to eat after the delays.
Once we had received our luggage I quickly made my way to my hotel so that I could get some rest. When I arrived and tried to get some clothes from my luggage I noticed that the strap on my backpack (to tighten the shoulder strap) had been cut. It is a clean cut, not ripped, like someone has used a scissors to do it. I am 100% certain that this has been done by one of your staff on the flight from Singapore to London. It is a brand new backpack that I bought to spend some time travelling and has been with me from day 1 so I know that this damage was caused on this flight. I am now unable to loosen my strap as the cut is right by the buckle. My strap is too tight therefore this backpack is now useless to me.
Overall with the delays and damages I have had the worst experience of an airline ever and will never be returning to use Garuda Indonesia. I hope this is investigated as it is clear that a member of staff did not care for my personal property in the professional manner they should have.
Stephanie Stoll
5.0
We claim compensation relating to flight X4STPL which we booked from London to Denpasar Bali, Indonesia on 29 June 2016.
The flight was canceled and now we had to changed the flights and have an additional stop and longer travel hours. We we booked and paid the flights to have less travel time and stops. Due to the flight cancellation, we have paid for flights which we have not agreed by the time of booking. I am very disappointed as I had to find out by myself that the flights were cancelled.
The problem was not based on exceptional circumstances or act of god.
Due to the increase of travelling hours and the air distance between the airports we have the right to be compensated.
Dave Charles
1.0
After making reservations in February for an upcoming December trip, I got an email from Garuda saying one leg of the schedule had changed. From Makassar to Denpasar instead of departing at 15:35 it changed to 7:55 throwing off all my other reservations. $600 later the other reservations were changed, and I learned that I had to call Indonesia to change the GI flights – US GI could not do it. Total cost to sit on hold 3 times and deal with the agent was a $115 phone bill. Thanks Garuda Indonesia for costing me over $700 with your schedule change and an extra day of travel. I explained the problem and cost and all I got was “we’re sorry”. I strongly recommend NOT flying with this airline until they get a US office that can actually do something to help.
Luigi
1.0
We are a couple that travelled the 1st of september from London Heathrow to Jakarta, and then from Jakarta to Denpasar-Bali.
Both flight had been late and our luggages are lost. We have everything in the luggage and now we are in the hotel and can’t have a shower. We can’t go out, we can’t wear any dress and cant even take medicines. Basically we can’t do anything and GARUDA INDONESIA gave us a PIR (Property irregularity report).
We are really frustrated and unhappy for all this mess. I already did a complaint through the live chat and they gave me a complaint reference number but anyway instead to enjoying Bali we will be in the hotel as prisoners.
Puja
3.0
My family and I (husband, 6 year old son and I) recently travelled from London to Bali to London on Garuda. Our journey there was pleasant and I was very happy with the airlines. However we had a few issues on our journey back.
1. when travelling back our flight from Denpasar to Jakarta was on 29th August night. We reached around 11 pm and were asked to take a shuttle from the domestic airport to the terminal for our international flight. When we got to the international terminal, we were told we couldn’t enter the airport as our flight was at 7:45 am the next day and we could only enter 4 hours before. In a transit, I didn’t expect to be outside the airport at night with nothing to do. We were in an enclosed building with ac but the ‘wooden’ benches were hard to sit on and had cockroaches! I tried to speak to the Garuda customer service at the airport who were quite unhelpful and one of them almost rude.
2. Our ticket read – Denpasar/Jakarta/London. When we finally got inside the airport at 4 AM, we saw the board indicated our flight no with the destination of Singapore. One of the airport staffs (not Garuda) said there may be a mistake on the board. Around 7:00 AM when the announcements for boarding started it still said Singapore. When we enquired just before boarding, we were told that none of the Garuda airlines flights fly directly from Jakarta to London but are via Singapore. I think this is simple information that should be provided to customers when booking the ticket so they can make an informed decision about their travel plan. This is particularly so when one is travelling with a 6 year old.
3. We requested our meal plan to be changed at Denpasar before flying for the main leg of the flight (Jakarta to London). The check-in counter said we need to do it at check-in at Jakarta. At Jakarta, they told us it should have been done a day earlier. Finally we persuaded the person at the counter. She confirmed that the change had been made. But in flight they had no information so our request couldn’t be fulfilled.
The only blessing in the return journey was the in-flight staff were very nice and tried to help as much. However this lack of information created unnecessary anxiety on the way back, especially because we were travelling with a 6 year old.
Peter Eagling
1.0
Your staff put a last call on the flight ga839 and many passengers were running to the gate. The gate was not even open.
Mr Zakalia was in charge but missing from the gate desk.
I recommend that the gate staff (garuda) apologise to the waiting passengers for the m8xyp in the gate information.
They said it was not their fault. I said that it had your airlines name and you are garuda. No information was given.
Cornelia Bachmann
1.0
After the farce with Garuda changing our flights and us calling daily, we hoped our flights would be ok – wrong. I requested vegetarian meals for me and child meals for my toddler months in advance only to be told on 2 out 5 flights, that there is no food for me and 3 out of 5 that there is no meal for my child only baby jars. The jars were for 6 months old babies, my child is 15 months and eats proper food! The ground staff in Bali were unhelpful and I was passed from person to person trying to sort out food for my child! The flight staff were fantastic and found a spare childmeal on one of the flights otherwise we had to feed the baby from our meals. Not a happy family after 19 hours of flights and a starving baby!!!
Sam McGonigle
5.0
Booking ID: 595488835
I was flying from Denpasar to London on 10th August 2016, with Garuda Indonesia flying me from Denpasar to Jakarta (Flight Number:GA0653). This flight was delayed subsequently leading to me missing my connecting flights home which were going to be with Qatar Airways. The Garuda Indonesia customer service staff stated that i would arrive back to London later but on a direct flight from Jakarta to London. The customer service staff provided me with incorrect information, the flight in fact stopped in Singapore before arriving in London.
I found this both frustrating and stressful because it meant that I arrived in London over 12 hours later than i expected, interfering with travel plans I had made from Heathrow and leaving me with little rest time after the flight before work the next day. I was also disappointed because i was expecting to fly my long haul flights with Qatar Airways, which I had specifically chosen and paid to be my flight carrier.
Sophie
5.0
I booked a return flight from Singapore (9th – 13th September) to Denpasar, Bali (flight #843 and 840). I received my booking confirmation and e-ticket saying that the price had gone up during my booking process (which wasn’t more than 5-10 minutes). The email stated this, but then said that the original price would be honoured, so they deducted the extra charge of $35.56. So the grand total for 2 return flights to Bali was S$974.06.
Then a few hours later I received another email saying that ‘we are unable to proceed with your reservation as the quoted fare SGD974.06 is not valid and the airline has auto cancelled your reservations’. You just bumped me off the flight, after I had received my confirmation and e-ticket… how can this be possible?
I am disgusted by the way I have been treated by Garuda- being confirmed on a flight, then being taken off this flight because the price went up during my 5 minute booking process!! Now i have been charged SGD$1,700 for my flights to Bali due to late purchase of tickets, which is entirely Garuda’s fault! I want Garuda to pay me the money that they made me miss out on (SGD725.94) due to their unorganised and faulty booking system.
Dennis
5.0
I am Mr Dennis living in Medan and I am loyal flier of Garuda Indonesia. I was very disappointed by the in-flight service of Garuda:
1. Our flight was from Jakarta (CGK) to Medan (KNO) on Sunday, August 21st, 2016 with flight GA 196. My booking code was 2RSXT3. The first schedule was supposed to take off at 19:45, but finally the aircraft took off at 21:13. The delay was very long, but we did not get any refreshment. Secondly after we went on board (the plane did not even begin taxing), we asked for a blanket for my mother who was not so well and one flight attendant answered us that the blanket was over. But after that some passengers sitting behind us also asked for blanket and we saw them get from another flight attendant.
We deeply regret using the services of Garuda.
2. Flight from Medan (KNO) to Jakarta (CGK) with airline GA0181. My booking code was ZMIQSL. For this I was flying business class (Class I).
Flight schedule was supposed to be at 5:20 am but the new plane finally took off at 07.30 am. Delay occurred more than 2 hours but again we did not get any refreshment at all. We all passengers already went on board around 5:10 am, but around 06:00 am we were asked to get off the plane and brought along with our all hand luggages and then at 07:15 am we were then allowed to reboard, then finally the aircraft took off at 07.30 am.
Again I am disappointed with Garuda Indonesia not providing an explanation and compensation to passengers in accordance to passenger rights.
Garuda is a member of SKYTEAM and should give priority to passenger satisfaction.
Adam Loftus
1.0
Reference Y3EXTG.
My original flight from LHR to Sydney was meant to be on the 29th September and was timed perfectly with hotels already booked, finished my last day just before and transport to the airport pre booked. However, this has now been cancelled and I have had to spend more money, time and effort in to rearranging my flight to the 27th September.
Myself and wife are emigrating to Australia permanently and with the stress of moving our entire life, this was an added burden and again spend more money on extra hotel days and to rearrange transport down to the airport!
Furthermore, I have seen on the internet that other airlines automatically offer customers 40KG of baggage per person plus 10kg of handheld luggage that are emigrating permanently.
Thus, what I am eluding to is that as a courtesy gesture and to remain competitive with your competitors is to match their offer of 40kg of baggage and 10kg of hand held luggage, also as a courtesy gesture due to cancelled of flight of a lifetime for myself and wife to prepare to hopefully live our dream in Australia.
Having read reviews about Garuda Indonesia I have only seen favourable evaluations of customer satisfaction and I am sure you will do the right thing in these circumstances.
Mihaela
1.0
On my flight back from Jakarta to London (GA086), stopover in Singapore, I got food poisoning on the board. I have felt in perfect health prior to the flight and had not eaten anything prior to it. After eating the poisonous meal, 2 hours into a 14 hour flight, I started violently vomiting. Stewardesses instead of helping me, kept getting angry with me and kept sending me back to my seat. Even after I have passed out, due to severe pain and cramps in my stomach they didn’t seek medical attention. Luckily, there was a doctor on board, who eventually helped me and eased my pain for the duration of the journey. They kept claiming that it couldn’t be there food, but interestingly another girl on board had falled sick, almost immediately after I have. She also needed medical attention.
This is a disgrace and I have almost died due to this. I demand some sort of explanation for this fatal mistake and demand this to be investigated, as clearly the airline is endangering lives.
Stacey Nahas
1.0
I am still not updated as to where my missing bag is, it went missing on a flight from DPS to Jakarta, Bag number GA871718, reference number GKT LLGA151715. Airport staff located the bag the evening of the 15th but instead of holding it for us as we requested since we were leaving Indonesia on the morning of the 16th, the sent it to the hotel that we had already checked out of, they called the driver who said he couldnt return to the airport, I was told it would be forwarded to Jeddah on the 17th and delivered to my home, they were given 2 mobile numbers, an email address and home address, we still have no update, calling the office in Jeddah seems pointless, we were given a number to whatsapp and they read messages but NEVER reply. I am furious, I need my, bag and no one will reply. Comments on Instagram and Facebook are ignored, calls are pointless.
Ciara Roche
1.0
I am writing regarding issues we had while making our journey from Sydney to Amsterdam with Garuda Indonesia.
Date 20/7/2016
Firstly we flew from Sydney to Bali on flight 715 @10.25am 20/7/2015.
Our flight was late taking off therefore, sat on the runway for over 1 hour. We arrived at our hotel with no luggage. We were told we would receive our luggage the following day but did not receive for 3 days. We finally received our luggage at midnight. It was disgrace how first 3 days we spent with no luggage, no clothes with just empty promises from your airline.
We continued our journey from Bali to Jakarta flight garuda indonesia 421 @7.55pm. We got a connecting fight from Jakarta to Amsterdam flight 88 @10.30pm. Our flight was delayed from Jakarta to Amsterdam by 2 hours.
We had a connecting flight from Amsterdam to Dublin and therefore missed that. We had plans for our families to stay in a hotel in Dublin and had to cancel and lost out on a lot of money. This was a major inconvenience to us and our families who had to book days off work in advance. This as you can imagine was very upsetting. Us and our families don’t have a lot of money so we we absolutely devastated.
We arrived in Amsterdam at 10.30am 30/7/2016. We were handed 2 voucher to attend a lounge while waiting for connecting flight which was not until 5.30pm (7 hours) later. We went to garuda help desk and no one was there for help. We walked about with 5 bags of luggage with nobody to help us check in. This is a disgrace after a long flight. This is unacceptable as 2 paying customers to be treated like this. I dont think its acceptable. We were tired and couldn’t get a shower because of lack of help. We are very unhappy with all of this. Firstly with 3 days of our holiday with the baggage and secondly the way we were treated when we missed our connecting flight. We are unhappy customers.
Helen
2.0
I travelled from Denpasar to Melbourne on the 11 august 2016 flight no GA718 seat 44G this was the worst experience l have ever encountered
From the very beginning the area was freezing cold I complained many times and the flight attendant smiled and said she had reported this to the the purser
I requested several blankets but this still did not help the cold conditions we experience wrapping scarves around our faces to stop the cold air pelting down on us
My companions and people around us complained as well
The other areas of the plane were very comfortable when I walked up the passage trying to get some warmth
My question is why wasent there an outlet above us to redirect the air away from us normally there is an outlet and a light above
Subsequently I returned home feeling very unwell have been to the doctors and was told I have Bronchitis on antibiotics haven’t been able to go back to work 5 days later and still unwell and unable to return to work
I have travelled on many different airlines in the past this was my first on Garuda and travelling over to Denpasar I could not fault the flight but would certainly be considering not to fly with this company again
Look forward to hearing back from your company
Kasey Mcmaster
2.0
Flight GA0086
We sadly experienced some appalling service from you at Garuda Indonesia on our return flight back from Bali.
This nightmare all started when we received an email stating that our flight had been changed from 7:45am from Jakarta on the second leg of our flight to 10:20. I received this email the day before we planned to travel from Bali on the friday at 21:40. We had booked into a hotel at the airport so we won’t be late getting there for departure.
I had an extra leg room flight from Bali to Jakarta and had one for the very long leg from Jakarta to London.
That evening I received another email confirming the flight details and change, so we went to bed. Only to awake another email received at 11:58pm stating that the flight had been changed back to the original time!! This was obviously to late to be sending an email for those who were in bed and by the time I read the email it ws to too late to be through customs & on to departures.
We were very confused how this had happened and when directly to the Garuda Indonesia help desk where they were very unhelpful, I appreciate there is a language barrier but a simple apology and an explanation would have been nice. So from here we were taken to a tidy very hot room where no explanation was given, we only found out what had happened from other tourist on the flight who had missed the flight also due to this very unprofessional service. Eventually we were told we had missed our flight and that they would book us new flights home but with a different airline, this was great and good news for our ears.
Our flight should have taken us home for 18:55 Saturday evening and direct, the new flights were getting us home sunday morning and we had to go to Singapore! Not great for the jet lag and me being 6′ 4” with no extra leg room.
You sent us to a hotel for lunch, very nice of you but you only allow 150,000 for lunch and a drink in an expensive hotel restaurant, so we ended up having to pay extra to get a nice drink etc. we had to get a long taxi/bus to hotel 30 mins away and back, checkin for new flights which I was promised extra leg room which I had on my original flight, guess what I didn’t get it.
Then once at Singapore we had to run to check-in and to gate to catch flight just in time after you gave us 1 hour 20 minutes until next flight, which I was promised extra leg room and guess what I didn’t get it.
Then we get to London Heathrow at terminal 5 and our car was parked in terminal 3, so we had to get a 2 trains and a bus just to get to our car which took over 2 hours.
I do appreciate you booking us new flights but all this should not have happened, it is not acceptable to change a flight in the middle of the night and expect people to know, we were at the airport and arrived at 7.30 but the plane did not wait for us and your staff were not the most helpful in this very tiring situation. I really enjoyed our flight out and I am so disappointed you did this to us as I really rated your airline highly.
Ciara Roche
5.0
I am writing regarding issues we had while making our journey from Sydney to Amsterdam with Garuda Indonesia.
Date 20/7/2016
Firstly we flew from Sydney to Bali on flight garuda indonesia 715 @10.25am 20/7/2015.
Our flight was late taking off therefore, sat on the runway for over 1 hour. We arrived at our hotel with no luggage. We we told we would receive our luggage the following day but did not receive for 3 days. We finally received our luggage at midnight. It was disgrace how first 3 days spent with no luggage no clothes and promised it everyday from your airline, not good enough.
We continued our journey from Bali to Jakarta flight garuda indonesia 421 @7.55pm. We got got a connecting flight from Jakarta to amsterdam flight 88 @10.30pm. Our flight was delayed from Jakarta to Amsterdam by 2 hours. We had a connecting flight from Amsterdam to Dublin catch and therefore missed that. We had plans for our families to stay in a hotel in Dublin and had to cancel and lost out on a lot of money. This was a major inconvenience to us and our families who had to book days off work in advance. This as you can imagine was very upsetting. Us and our families don’t have a lot of money so we we absolutely devastated.
We arrived in Amsterdam at 10.30am 30/7/2016. We were handed 2 voucher to attend a lounge while waiting for connecting flight which was not until 5.30pm (7 hours) later. We went to garuda help desk and no one was there for help. We walked about with 5 bags of luggage with nobody to help us check in. This is a disgrace after a long flight. This is unacceptable as 2 paying customers to be treated like this. I dont think its acceptable. We were tired and couldn’t get a shower because of lack of help. We are very unhappy with all of this. Firstly with 3 days of our holiday with the baggage and secondly the way we were treated when we missed our connecting flight. We are unhappy customers.
Ciara Roche
Levis
5.0
My flight was from Pekanbaru – Jakarta on 14 Aug 2016 GA199 time 18.35 GFF Platinum no 138521692. On 16.45 I get sms from Garuda Indonesia that flight no GA199 will be re-scheduled to 20.55. When I reached the airport at 20.15 to get information, was told the flight GA199 is re-scheduled again to 22.30.
The last update was not received in SMS or call. Also, why so many delays? Not at all happy with the way things are going. Very unhappy flier.
Jillian
1.0
I have spoken with your office several times and submitted all of the information necessary to receive a refund. Why am I now being asked to submit my credit card details again over a non secure connection?? This is unacceptable customer service.
Chan Weng
5.0
Hi, I got a confirmed booking on Garuda Indonesia on flight GA821 dated 1st August, 2016. My confirmed seat no is 30A however I was given a seat no 29J instead. What is the point of selecting seat and receiving a confirmation email that my seat is confirmed when it has been given to other passengers??
Natasha Bellamy
1.0
Myself and my friend booked our flights to Kuala Lumpur in February through a company called GoToGate. Today we received an email telling us our flight had changed from 11.05pm to 9.10pm from Heathrow. This new flight would make us miss our connecting flight in Jakarta. This was strange as the flight we had booked was at 12.25pm from Gatwick. When we phoned the Garuda Airlines they told us that the flight had been changed once in February but it was the travel companies responsibility to tell us. They then proceeded to tell us it was not their problem that we miss the connecting flight and that we had to sort with the company. The bit that made me more angry was the fact that the man we spoke to originally was very sympathetic and said that they would look at changing the connecting flight and arrange overnight accommodation if we had to stay overnight. When I phoned back an hour later, the woman was incredibly rude, incredibly unsympathetic and was the worst customer service representative I have ever spoken to. I will not be choosing to Garuda again!
kenneth
2.0
Very disappointed with the business class lounge. None of the ac’s were working. I’m dripping in sweat in a suit. The WiFi was extremely slow if worked at all. The glasses for juice were as hot as coffee. The sodas were warm. I placed a cappuccino down with sugar and spoon then went to get food, and the cleaners took my sugar and spoon away, leaving the full coffee. This is far from a business class lounge.
July 29, flight GA414, 14:40 JAKARTA TO DENPASAR.
Had I known this, I would have never left my hotel room early to sit in a hot sweaty lounge with poor WiFi.
Shelley
1.0
The so called “business class” lounge operated by the airline is absolutely disappointing. The food is bland, tasteless and I would suggest that has sat in the tureens and assorted pots for quite some time. The cakes, sandwiches etc I am sure would provide you with Bali belly if you venture anywhere near it. The drinks that are available are very limited and any drink one has to ask for, must be like some errant child that needs to be monitored. Air conditioning, it was like the furnaces from hell. Needless to say I drank my monitored wine and left. But I think that is EXACTLY what Garuda wants. No one using the lounge which would save money, time and energy. GARUDA if you want to be considered a true international airline lift your standards to those of say, Etihad or maybe Emirates.
Emy
1.0
I am one of the passenger affected by Heathrow’s mess on the 20th of July 2016. All passengers baggage were left there and we were told to wait because Garuda will sort it out including send them directly to the passengers as soon as they arrived in Jakarta. I was told that they sent my baggage to Holiday Inn on Monday the 25th, after I told them to put the address only for contacting me in case they can’t get through to my phone with UK number. It wasn’t my permanent address. Obviously. Without any confirmation they sent the baggage to the hotel, after my brother in law specifically told them not to. Someone in Holiday Inn then received it – so they received something that does not belong to them (I already checked out the day before). Also, Garuda’s staff who responsible to deliver the baggage safely, failed to make make sure that the baggage had been received by the owner. They just left them there in the hotel.
What is left is for me to sort it out, ringing around all sort of different numbers including to Garuda in the UK. All just for being told to ring the lost and found department in Sukarno Hatta Airport which is very rarely attended. It will be left ringing for a while then cut off by itself or always busy with a voice of a nice lady telling us to ring again later. What a waste of time, money, and effort. I still haven’t got my baggage even though Garuda stated they have them (the query in the contact centre has been marked as “baggage has been found”) and Holiday Inn confirmed to me that Garuda has already picked them up at Tuesday the 26th of July 2016 around 11 pm. I just managed to get hold off one of the customer service in lost and found after hundreds of attempts and was told that they don’t have my baggage and will contact the driver who picked them up at the hotel. I consider that my baggage has been stolen by Garuda’s staff.
RJ Clemente
3.0
Me and my wife flew from Bali to Jakarta last 19th of July 2016 with flight no. GA415(17:30). It was the worst flight that we have taken so far. Garuda facilities are no doubt very nice and modern but our concern is regarding the crew. First my wife is pregnant and we give the letter from my wife’s doctor to the check in counter and goes to standard procedure together with some form to be filled up for pregnant women and after that they asked us to show the form to the gate when we are about to board on the plane. When we reach the boarding gate the ground attendant ask for boarding pass and passport and we give it to her and I am also handing her the form we have filled up and seems like she is pretending not seeing the paper and after three times she finally gets it from me and guess what, she didn’t even give a glimpse on the form and just put in somewhere like paper trash. Then after that we go to the plane and check our seat and its surprisingly far the lady from check in give us the last seat, maybe she wanted my wife to exercise? 49E and 49F seriously? that’s the very last seat, and when I go to toilet blankets are just scattered on the floor at the back of the plane so after couple of minutes I asked the cabin crew if I can have blanket for my pregnant wife because it is a bit cold and the answer is “sorry all of the blankets are finished”. I am looking to the people near us and see many haven’t even opened it.
I thought flying with a so called 5 star airline will give us comfort if not for me at least for my pregnant wife. Treatment is not equal and some of the cabin crew dont even know how to smile? I have no complain regarding the facilities of the plane for the record but just the lack of poor training and customer service.
Pritha
5.0
We were flying Garuda GA 089 from ams-Cgk on the 21 July 2016. About 5 members of our family was seated in business class. Row 6-7 GK. A harrowing experience we had! 1st time we had to deal with such an arrogant and unpleasant crew. No nobody cared to ask about baby bassinet for our infant, not even a bed or blanket. The way they interacted also was very rude.
For meals, not even asking whether any drink or snack is required. I asked what is the menu for our kids? “Oh the chef is still sleeping, i will ask later” we were shocked! Very very poor service! And we need to deal with awkward situation for 14 hours. This is the worst service experienced ever. I had the name of the girl who work in our aisle, her name was Nola. Very unpleasant! I hope i will never seen her again. I dont mind if i flew low cost airlines and had such experiences, but for Business class? This is the best cabin crew for the airline had? Shamed on you Garuda Garuda need to review the service from now on.
Shelley
3.0
I am a gold member for Qantas, silver for Garuda, my husband is platinum, and you won’t allow us to take one guest into the lounge in Perth whilst waiting for Bali flight, that to me is appalling for one who is incredibly loyal to your company.
Karina Farrugia
5.0
We took a fight from Melbourne to Denpasar GA719 on 11 July. While collecting our luggage upon arrival at the airport we realised my daughter had left her phone in the seat pocket on the plane and I had also left behind my reading glasses. We notified baggage claims straight away and they informed us nothing had been found on the plane. I find this hard to believe or they didn’t even ask someone to check our seats. The plane had only landed 20 mins prior and cleaning staff would have been on the plane. Very very disappointed in Garuda staff.
Shanti
5.0
I took a recent flight from Cairo to Bangkok. The area where I felt Garuda needs to emphasis is their handling of baggage. I lost my baggage when transfer from Cairo. My final destination was Jakarta. Flight number being GA 867 and date July 17. Not happy at all. The airline needs to take responsibility.
Eva
5.0
I need to claim money back for the extra hotel, taxi and other costs i had to make due to your system failure. I couldn’t go on my flight June 29th because you sold my seat to someone else and I could not leave the country. It took me 3 days to arrange a way back home and I am very disappointed and angry about the way your people treated me .I had to hire many people to do the work i was supposed to do. And I have had no helpfull help, only sending me from one office to the other. Not happy at all.
Barry
5.0
For 25 years i have flown only with Garuda Indonesia mostly in Business Class. Today i was refused entry into Garuda VIP Lounge. I am even a member of Ferrari Club. This dint seem right for a flier who has been loyal to Garuda Indonesia all these years. I will look for other airlines from now.
KM
1.0
I flew with GA7049 earlier today (23 June 2016) from Lombok (LOP) to Bali (DPS), and was sitting in the last row of the ATR 72. Midway to Bali, a noticeable smell of someone smoking cigarettes entered the cabin. This happened about time 06:58 am. Both flight attendants were busy picking up snack-boxes, and nobody used the restroom during the flight. As I was sitting in the last row, I would have noticed this.
I fly with Garuda on a monthly basis, and have experienced this on two other Garuda flights, which I have reported back via customer service. This is very unprofessional and unsafe. I have sent a complaint to both Garuda and Skyteam. This is now the THIRD time this have happened to me on a Garuda flight in the past 1.5 years.
Gareth Hutton
1.0
I would like to complain about the service of Garuda which claims to be a 5 star rating, what myself and my partner (first international flight experience to be noted), experienced was nowhere near 5 start service or a 5 star rated economy class.
The flight was from Sydney to Jakarta on 11 June on flight GA713
My issues are as follows:
– the seats were uncomfortable, leg room was poor
– on board entertainment was old, outdated and the screens were small
– no USB charging facility on the seats. Our first connecting flight from Wellington was with Qantas and they even had better on board entertainment and USB points on their screens
– Indonesian option for food ran out. How is this possible for the national carrier to run out of the Indonesian food choice? To make things worse the flight wasn’t even full, so I would expect to have the full choice for everything
– My pre-booked seating changed from my initial request when I reserved the seats in row 30, when I did the online check in the seats changed to row 40. I would expect the system to hold my seat if I requested them during my online check in on 27 May.
– Checking in at Jakarta on our departure was unpleasant as the check in operator did not check the bags all the way through to our final destination, Wellington, this caused major problems for us in Melbourne and Wellington as the bags did not arrive. This matter was taken up separately, but the check in operators should be trained better and should know how to check baggage all the way through to final destination.
I trust Garuda Indonesia takes these matters seriously as myself, friends and family will never be on a Garuda international flight again due to this extremely poor service and very bad experience. Garuda Indonesia have a long way to come to compete with Emirates, Etihad, Qatar, Air New Zealand and Qantas.
Shelley
1.0
Your business class lounge is Bali is one of the worst lounges I have had the misfortune to visit. The food is appalling and unappetizing and tastes like it has been there all day. I refuse to eat it as it looked and tasted off and revolting. There are no dietary requirements such as vegan, gluten or vegetarian for those who have those requirements.
The lack of air conditioning makes the experience less than comfortable and for a alleged business class lounge it will rate a 0 (zero). The whole experience is appalling and this is the same opinion of the 8 people sit around myself and my partner. Lift your game or we will look at flying with an airline that knows how to look after their clients.
Nathan
1.0
I am currently working and living on a remote island in West Papua and fly between Bali and Sorong regularly with Garuda for work and personal reasons. On 4/5/16 I was booked from Sorong to Bali via Manado to meet friends from Croatia on their last night in Indonesia.
Original :
04MAY/SOQ MDC/1350 1415/GA 0471
04MAY/MDC DPS/1545 1810/GA 0625
I was informed several days prior that the Manado connection had been cancelled due to operational reasons and that I would either have to change my dates or overnight in Manado.
Due to my remote island location and lack of ferry service I can only travel on Fridays to Sorong.
All flights to Bali were already booked out so I was forced to stay in Manado overnight as a guest of Garuda Indonesia.
This meant that meeting my friends in Bali, which was my main reason for traveling was now not possible. I was very upset at this but decided to travel to Bali anyway for a break from work.
I was assured that all my meals and accommodation would be paid by Garuda and transfers to and from the airport would be organized.
The Garuda staff in Manado airport were very helpful and already were aware of my situation when I arrived. So far so good.
On arrival at the hotel i was told that i was required to share a room with a complete stranger who was also on the same flight as myself. After much negotiation and waiting we were finally told that we had our own rooms confirmed by Garuda and that we could check in.
I ordered 2 meals during my stay. The next morning at 06:13am upon check out I was told that Garuda only covered meals to a value of Rp80, 000 and I would need to pay the difference of Rp463.290 .
The cheapest item on the entire meal menu was Nasi Goreng and that was a Rp100 000. How is this reasonable service?
I was forced to Pay the bill before i could leave for the airport to catch my flight, which I was told had been delayed by 2 hours.
So in summary –
1) My main reason for traveling was ruined because Garuda cancelled my flight.
2) I was forced to spend overnight in Manado and expected to share a room with a complete stranger.
3) The meal allowance did not even cover the cheapest meal on the hotels menu.
4) I was not told about the Rp80 000 meal allowance prior to ordering food and was forced to pay Rp463 290.
5) My hotel in Bali for the 4th of May would not refund the lost days accommodation due to the cancellation of my flight.
6) The next day my new flight was delayed by several hours because the plane was still in Jakarta, so the meetings I had scheduled due to my original flight being cancelled were forced to be cancelled.
esther marleen mansveld
On the 13th of july 2018, me and my 2 children were on the airport of Hongkong, to take flight SU4098 to Jakarta. Our flight got cancelled and we had to stay in Hongkong over the night. We got a hotel room and food, but we were only a day later in jakarta. So it took us one day of our holiday.
With the way back from Jakarta to Singapore, I found the service of garuda at the check-in counter very disappointing. We did not get all boarding passes, while I’m used to getting all boarding passes at the first check-in desk. This while my flight from singapore to heathrow london had only one and a half hour transfer time. Furthermore, he could not send all my luggage to the final destination of my ticket, which I thought was very strange. He was very slow and continued to make phone calls with someone, while at that moment I was in a great hurry to catch my plane.
when I arrived at the Singapore airport, I went straight from my arrival hall to the departure hall. I did not know where to get my boarding and I assumed that if I went to the gate quickly, they could help me there. Nothing was less true.
Arriving at the gate at 22.30 they told me that I was not checked in and that I had to have a boarding pass, but that there was no time for it and I would not be allowed on the flight. Nevertheless, I immediately walked to the check-in desk, where I was not received anything but friendly. It was 22.45 at that time and my flight only left 23.15, so half an hour later. They told me there that the desk for a boarding pass closed one hour before the flight would leave and that I could not get on board anymore. The outward time to get a boarding pass was 22.15, I could never get that if I had arrived in the right departure hall at 10.30 pm.
There I was with my 2 year old daughter. I went to the information desk at the airport and explained my problem. I burst into tears because I no longer knew what to do now that my daughter and I were not admitted to the flight. There we found out that Garuda had delayed from jakarta to Singapore for half an hour. So we arrived at 21.36 instead of 21.05. It is impossible to arrive at the check-in counter at singapore airport at 22.15 from terminal 3 to terminal 1 if you arrive at 21.36. That’s 39 minutes. This of course never would have happened, if the man from the check-in desk of garuda in jakarta had given all boarding passes.
They tried to help us, but in the end the only thing I could do was sleep with my daughter at the airport and see the next day how to solve this. We slept on the floor all night and the next day I went directly to the information desk. The woman there, had already heard about us and therefore knew the problem a bit. Eventually I spent hours with my little girl at that counter and nobody could help me. Garuda blamed british airways, british airways blamed garuda, and the travel agency that sold me this connecting ticket blamed the airline companies. In the end I spent 27 hours with my daughter at Singapore Airport. It has been a hell.
Eventually my father got it all done, that the travel agency arranged a replacement flight for me. I cried out of relief that me and my daughter could finally leave. I was really hopeless all those hours at the airport and thought I would never leave. It is really terrible if you are not admitted on your connecting flight, without you being able to do anything yourself. All this could have been prevented, if the man at the check-in desk of garuda in jakarta, had just given me all the boarding passes. Perhaps it could also have been prevented, if the flight from Jakarta to Singapore by Garuda Indonesia had not been delayed by half an hour.
With all this I want to make a claim for damage compensation. I think that garuda has responsibility in these situations and hope that there is understanding and a suitable solution will be sought.
sumeet sharma
1.0
First of all I want to say I had a great time flying to Bali from Sydney, however the return trip with Garuda was very disappointing. Return flight time 11:30pm from Bali to Sydney. My wife and I were at the check in counters and our luggage’s were only 2 kilos over the limit. The person at the check counters kept saying “don’t worry I help you” he repeated this 5 times before we understood he wanted a bribe to keep our bags under the limit. He requested $200 rupees or else we would have to pay excess baggage charges. We told him to get lost and we will take out the 2 extra kilos of weight and take it as carry on weight. He then forcefully put our bags through so we could not remove our excess weight items. He said he will meet us at the flight boarding gate number 7 to get his money. At 30 mins prior to boarding he approached me and my wife again to request his fee. After such a nice honeymoon your stupid corrupt staff ruined our honeymoon trip. How can your staff be so corrupt. It’s disgusting. Please investigate this matter. You can check your records with my name to see who checked in our baggage’s and find the corrupt staff member.
Prabaljit Sarkar
5.0
I travelled from Jakarta to Singapore in GA0836 flight leaving Jakarta at 1445 hrs on 27th May with ticket no 126 2478921086.
I booked online and placed online request for Veg. meal. My boarding pass also had “Special Request” printed on it. However, I am told by the staff in the aircraft that they have no intimation and they even showed some print out on which they do not have any name of mine with special request!. Could you ensure this sort of communication gap does not happen in future.
Peter Susanto
1.0
My Booking Reference : 5MFVRJ
Just now I received news that my flight GA 418 which was supposed to fly on 1830 suddenly is being changed to 2120!! Reason behind this delay is due to technical causes. Apparently some event in Malang has occurred causing flight to Denpasar being delayed!
I am very very upset and disappointed and angry with Garuda Indonesia and all your customer service staff that are not professional. Offering me to fully refund the airfare! CAN YOU REFUND MY HOTEL TICKET EXPENSES AND MY CAR RENTAL EXPENSES!?? Stop thinking about yourself Garuda Indonesia!! I was supposed to travel with my 3 year old and 5 year old child.
I fly with garuda quite often, but my flight from osaka-bali-melbourne was not great at all. They provide a blacket for each passanger and they wrap it in a plastic bag. When i open the bag i found a lot of dry rice stick on my blacket. Seriously, A Lot! I wish i took a photo of it. It was really disgusting. So now i know that garuda might not wash the blacket for the next passanger. On my flight to melbourne i also found a long hair inside my meals. I was very dissapointed with my flight this time
Dear Garuda, I want to file a complaint regarding one of your flight attendant, I clearly remember the name of the flight attendant, her name is ADE (written in her nametag) she is Indonesian it was a flight from Seoul to Jakarta on November 4th 2018 at 11.35 AM (Seoul Time) .
I have been in many flights using other airline, and this is the first time I felt very disrespected by a flight attendant and this was done twice to me.
First of all, I asked for a glass of water from other attendants that happen to pass by, it was ignored and the glass of water never came to me. Eventually I pressed the help button to ask for water, Ms. ADE eventually came and instead of asking what I might need, she actually scold me by saying ” IBU TOLONG KALAU MAU MINTA AIR LAGI BISA AMBIL SENDIRI DI BELAKANG ” ( She is saying I should get my own water from the back by scolding me) She is saying “Again” and scold me as if I ask for a glass of water many times, when truth is this is the first time I ask, and then I never get the water at all. I got the water from another flight attendant ( a Korean, which is more friendlier).
The second time is when I ask for a pen, Ms.ADE happens to pass by, so I ask her, but she didn’t even bother with me, she just go by pass me when I was talking. This is very insulting, not only I received a bad service, I got SCOLDED by a flight attendant to get my own water. I didn’t know that a passenger supposed to get their own water by ourselves . This is Garuda Indonesia, from Indonesia known for its friendly and courteous. I don’t know if its because I’m also an Indonesian that she belittle me, but please have respect especially considering the job as a flight attendant.
This complaint is regarding booking reference Q2J6LG. I booked a refundable ticked and cancelled my flight on 16th August. The date of flight was 20th August. So 4 days before take off.
Its been more than 2 months since then that I have not received my refund. All Garuda tells me over email or phone is the process is stuck internally. I have already approved the refund amount both over email and phone.
I seriously cannot understand why its taking so much time. Yes, its been more than two months now since the flight was cancelled. This is customer harassment. Garuda Airlines should be sued for this.
Where to start…
The connecting flight to Bali from Jakarta was changed numerous times, we had to continually email our hotel to update them with arrival times, when I asked why the flight keeps changing the response was simply, its busy!
The flight went from leaving 30minutes earlier than scheduled to about 1.5hours later! No apologies, nothing.
We had requested vegetarian meals for my girlfriend, for some reason this info was only available to the London-Jakarta-London flights and not the Jakarta-Bali-Jakarta flights!
On the way home the flight from Bali to Jakarta was listed as leaving at 9:40 yet the flight time was meant to be 9:25, assuming this was a delay and worrying about connecting to the Jarkarta-London leg of our flight (we had 1 hour to connect, 45 minutes with the “delay”) I spoke to the boarding desk and the lady just said that the flight will be leaving at 9:25 and that the time on the board was a mistake! This is quite frankly terrible! One, it made a number of people panic thinking they were going to miss the connecting flight and two, some people may have looked at that without question and taken it that they had more time to get on the flight than they actually had. This is not acceptable at all!
At the beginning of this year I booked flights to Bali for my husband and myself for August on the A330. I then paid to upgrade to Business Class still on the A330. Upon boarding the plane at Perth Airport on 22nd August I was most disappointed to find that we were flying on an old disgusting plane, We found out from other passengers that Garuda were using all their new planes to fly
passengers to “Mecca”, our return journey was also on the old plane. They were not comfortable seats and certainly not a decent aircraft. . One lady was unable to even move her seat. The toilet wasn’t the most pleasant either. We didn’t receive the complimentary toiletry pack. This was my husbands first time flying Business Class and he was extremely disappointed. I have flown Business Class with you previously and this is why we booked this as I was extremely satisfied with the aircraft and service. I also discovered that from July to October last year
Garuda did the same thing. I am one very dissatisfied customer. The only thing I can say is that your crew were very efficient.
Twice I have tried to access the Garuda website to book corporate flights and have been unable to do so because of the overly bloated main landing page which stalls and times out on three different browsers while it loads widgets for hotels, rental cars and other services that are not your direct airline business.
I book flight on major carriers around the world and never have I had such delays as I do with the Garuda site. It is poorly designed and not user friendly.
If you feel the need to stacking offers from partners they should be somewhere other than the main landing page.
I ran a Google analysis of your site which indicates a very poor rating and a 33% loss of visitors due to long loading time.
I bid on an upgrade to Business Class and was notified they were upgrading me to business class. They said action was required on my part which I completed. Then they didn’t upgrade me. I tried to call customer service in the US and everyone told me they couldn’t help me I needed to call the Headquarters in Jakarta. When I called them I was on hold for 10 minutes then the system hung up on me. Happened several times. I booked the flight through Delta Airlines as Garuda Indonesia is now a partner with Delta. Delta couldn’t even get in touch with anyone from Garuda. They said this level of customer service is unacceptable and their Corporate Headquarters will be getting involved. Garuda may not be a Delta partner much longer unless they get their stuff together.
Good morning, Bali to Perth flight GA728 on the 19th of August 2018, traveling Business class seat 8c.
Your service was terrible and the food was not edible..the wine is of poor quality..and the Salmon was tasting bad. The two hostesses that were in BC were not forthcoming with the greatest of service after the terrible meal was served and never came near the passengers after they had cleared away. As it was a night flight the lights are usually dimmed but not on this occasion. Being in Business i expect to get much better service. Lastly the Plane you had on that night must of been the oldest one Garuda has. I have complained about this before and you do nothing about it. Change the menu to suit the Australians who are good customers to you. I will be flying with you on the 5th October and i expect to get much better service than what i have had in the past.
I travelled a lot using Garuda Indonesia for domestic flights and to Singapore. A few incidents happened before, but i was ok and could accept it. But today’s experience is totally unfair to me and very frustrating. You can check my membership no – 107848790.
Today, my flight was from Jakarta to Surabaya at 15:25, booking reference no UACT3D. My ticket is M class and has highest price and flexiblity to change ticket without any fees.
I arrived at airport around 14:35 and i was directed to queue of row F and at least 12 people in front of me. When my turn came, it turns out at 14:55. The staff said “system closed and you cant check in, please reschedule to next flight at 15:45”. Thats fine to me. I went to the Garuda counter, service was super slow and when my turn the staff doesnt know how to use the coding and kept on calling the managers but nobody picks up. I was waiting for almost 30mins. The staff’s colleagues also are not sure how to change the ticket and kept on calling. 30 minutes wasted!. Finally she pop out “ you need to pay $150 or Rupiah 1.59 juta”. I couldnt believe it. Whatever i said, she cant help me at all. She asked me to try Garuda customer service, long queue wait another 15mins, not my turn. Time is running out!!! I reschedule my ticket in Spore a few times but NEVER experienced unprofessional services and they will Change for me immediately without any charges when the counter closed.
At 3:30, i was fed up and angry with SLOW, UNRESPONSIVE and UNPROFESSIONAL services. I decided to pay the crazy fees of $150 for one way domestic ticket. She said buy new one also $150.
When I called the call centre, i can feel they are so professional. I talked to Agus and he told me i can change the ticket without fees via call centre immediately when the checkin Counter staff didnt allow me to checkin during that time. I spent more than 30 minutes at the Garuda counter to change my ticket instead, which caused me to pay rupiah 1.59 juta.
Dear Garuda Indonesia
Kepada Bapak/Ibu
This morning (1st August 2018), me and my 21 months old baby arrived in Sydney flying from Jakarta as business class passengers. I am currently 25 weeks (6 months) pregnant and was travelling alone with my daughter. During the check in process in Soekarno Hatta airport, the staff was suggesting a wheelchair service for me and my baby to make it easier the entire process until I boarded the aircraft. Then they checked in my luggage and the baby stroller and reassured me that I will not be needing the stroller because there will be another wheelchair service awaiting me and my baby once we disembark the aircraft.
I agreed with their plan and asked them for confirmation twice that everything will be smooth since my belly is already big and I know it will be difficult for me to carry my baby or ask her to walk all they way through to the custom without her pram. And again the staff in Jakarta reassured me that Garuda Sydney airport will assist me until I get my luggage from the carousel.
This morning, the second I came out from the airplane the staff who carry the wheelchair straight away told me that he cannot carry me in the wheelchair while holding my baby on my lap for safety purposes. So I asked for an alternative solution, what about if I put my daughter on the wheelchair and I hold her hand and the staff can help to carry my backpack while pushing the wheelchair. Again, he rejected the idea. That staff name was Mohammad, then he consulted with Garuda ground staff who wore blue jacket (I did not get a chance to get his name but he is Indonesian) and he said to wait for 10 minutes and he will take the baby stroller from the aircraft so I can walk slowly and put my baby on her stroller. After 20 minutes waiting, they said there was no more stroller and that Garuda staff already left hanging me alone without any further communication.
Everyone from the airplane already left except me, my baby and another passenger on a wheelchair. So I asked Mohammad to help me with the backpack and I will try to walk slowly with my baby. He said yes and he said to follow him behind because he will push another passenger on the wheelchair. 1 second later, Mohammad just left and did not even help to carry the backpack. I was trying to walk together with my baby with my big belly chasing Mohammad, my baby was crying asking me to hold her. I was so frustrated and felt helpless. Mohammad and other garuda staff just left me without saying anything.
I managed to hold my baby on my arms and carried the backpack by myself (it should not be a problem if I wasnt 6 months pregnant) and arrived in the custom. I saw Mohammad from far behind and was able to hold him. I was feeling so disappointed and simply asked him, why did you leave me alone? You said you were going to walk with me asked me to walk behind you. And he was like well, you here now and what can I do more? So I told him he could have walked slowly, made sure me and my baby were okay. Or at least say something being responsible not just left like that.
Again he replied now you are here so its okay, give me your passport. No apology, no explanation as if everything was fine. It was an overnight flight, I didnt get proper sleep, my body wasnt fit as well and clearly I have asked for an assistance. If I wasnt able to hold him in the custom, how can I manage to take my luggage as well from the carousel and no explanation where is the stroller.
It has been a very long morning, bad communication and I felt so disappointed, upset and left alone. I really hope that Garuda staff will be more responsible and if at the end they fail to achieve what they promised at least there were clear communication so we can figure out the best solution. The most upsetting thing for me this morning was the fact that everyone just left me without saying anything.
Please make sure this will not be happening again in the future.
Regards
Venesha
I was on the Garuda flight Melbourne to Denpasar GA723 last night and had the Thai Chicken meal. I was very ill as soon as I arrived at my accomodation. I had not eaten or drank anything from the point of leaving the plane and have been very ill with symptoms of food poisoning all night.
Terrible customer service, if anything goes wrong they will divert you to an email customer service format and you will be bombarded with email but no resolution to your issues. Their goal is to prolong your dispute so it elongates the process past the time limit for the credit card company to retrieve your funds. Be wary of the bid-upgrade process as well, it sounds good unless you have a problem with the process. or need to cancel it. If it is not 49 out you forfeit your funds. If a representative tells you its canceled verify in advance or you will be screwed over and they will keep your money and resale the seat to get more money. If you call the phone representative can’t help you and will only tell you to mail e-booking email representative. You will get the run around until you get frustrated and give up as this is their goal. I was told that this upgrade could not be canceled or that I would forfeit my funds, I was never properly responded to but instead strung along with continuous emails from different people until the dispute time elapsed so Garuda could claim it took to long and that the fees were justified.
I just talked to one of Garuda’s call centre staff from Melbourne about changing the date of my return flight and wanted to enquire about an upgrade to business class upon departure. However, the answer that I got was not of satisfactory service, not only the lady was very rude once I started speaking in Bahasa, she assumed that I can’t pay for the extra fee of changing the flight. I just wanted to end the call very quickly, despite still in need of help.
In addition to this event, I always find the stewardess to be rude to locals like me rather than to foreigners in fact, we’re paying the same price. You guys should really step up your game and start retraining your staff not in terms of skill, but ATTITUDE! There are other airlines which provide way better in-flight services and most importantly customer service, the fact that we’re of the same nationality should not have reduced their sense of respect. Don’t get me wrong, I can just come to the office if I have the leisure of time. In fact, right now I don’t. Lesson learnt: Do not speak Bahasa with Garuda Indonesia staff if you want to be treated politely (not like they can speak decent English :”)), and never call the call center. Fingers crossed.
I have sent several emails to e-booking and syd.reservations. I am now making weekly phone calls to your Sydney office and as to date I have not yet received my refund of flight GA713 my booking number is L32GDR. I have spoken To Robert on the 17/5/18 in Sydney and again on the 7/6/18. Today I have spoken to Trudie and I keep getting the same excuse that they will pass on my details and request form again this flight was cancelled by email on the 3rd April at 4.16pm as requested with credit card digits used, name , expiry date and billing address. I am extreamly upset that Garuda has taken, so far 11 weeks to refund, and there is still no money in my account.
On Monday 28th May I tried to book a return flight from Bali to Perth so that I could attend a funeral.
I tried to make the booking online through the Garuda website.
Each time I tried to submit payment details it would give me a ‘we had a problem processing your payment please try again later or try another payment method’ error message.
I tried 3 times using my credit card and then a final (4th) time having success with a direct bank payment.
Since checking my credit card account, I notice that in fact my payments did get processed even though the Garuda website said there ‘was an error in processing payment please try again later’.
On checking in, I bought it to the ticketing personnel’s attention. They chose the first of the 4 bookings to check me in with before taking me to the Garuda help desk/office at the airport.
The attendant at the Garuda help desk/office advised me that she could not process a refund but gave me an email address in order to follow it up.
Having followed it up via the email given to me as directed, and having provided all necessary details in order for full refunds to be made, today is the 13th of June and I am still waiting for 3 of the 4 processed payments to be refunded back to me (I only needed to pay for one not 4.)
This has caused me a great deal of stress in addition to the stress I am already under because of the circumstances in which I needed to return to Perth in the first place (funeral).
It has also caused me a great deal of financial hardship in that my credit card was temporarily frozen and I had no access to any funds until such time I was able to speak to my bank and sort it out. An unnecessary additional stress caused by Garuda.
We’re not just talking $200. I’m still waiting for a full refund of almost $3000.
I find it despicable to have to wait this long in order to get my money back. I am extremely disappointed with Garuda services and regret to say that I will be considering any other airline but Garuda in which to travel with in future.
I’ve done a lot traveling using garuda, and i have GFF membership. Normally i always do mobile check in for almost every flight with garuda, until there was a problem with their mobile check-in system on ramadhan. So went to airport 50 minutes before my flight, and try to check-in on their computer counter, with the problem still exist. And i decided to go directly to their check-in counter. It took me 20 minutes in the que before i face the check in staff, and they told me i can’t go with my flight because its too late. The way they treat me after they say i can’t go was very dissapointing. As the “number 1” airline in indonesia, their service is really bad.
I have been a loyal customer of Garuda Indonesia Airlines for the past few years as they started to improve on their service. However, today made me think twice about recommending them to my friends and family.
I was planning to fly from Jakarta to Singapore. I called the call center to reserve 2 seats; for my mother and myself. I have made it known to the Lady on the phone that i intend to upgrade the my ticket to business. She replied in order to upgrade using garuda miles, I had to purchase at least a class N or Y economy seat. which was much more expensive than a regular economy seat. Since I wanted to treat my mother to a better seat, i willingly paid the extra price.
To my big disappointment, when i went to the ticketing office they said the allocation for upgrade business seat is full. So I am stuck with a very expensive economy seat ticket. I was pissed, but i understand its part of their gimmick.
But the BIG ISSUE is this. I called the call center to explain my problem seeking for a solution. The first guy “JIMMY” kept repeating a sentence off his SOP script while not answering my question. This is very very annoying. They are humans not robots. They are supposed to help with my problem. not answer like a ROBOT. THEN, he placed me on hold for 6 minutes. I finally gave up waiting and hung up. I called again and this time another guy “CANDRA” picked up. I said i wanted to speak to your supervisor. He then placed me on hold for about 2 minutes.
When he returned he said i have to explain to him my complain. then I have to write a written email about my complain. WTF???
1. If i can only complain via email, why should i bother explaining to him the complaint
2. why couldn’t he told me this earlier before he placed me on hold
3. he said there is no supervisor. multi billion company with no supervisor at the call center just doesn’t make any sense.
So they are just avoiding the customers problem??? Because they don’t damn care!!!
Then, HE HUNG UP!!!
WOW SERIOUSLY?!?!?
Garuda Indonesia has never disappointed me in the past because there hasnt been any problems. I guess when the problems arises, they choose to avoid and not care about the customer especially after they paid.
On 1st June 2018 my family and I were scheduled on flight GA 857 from Hong Kong to Denpasar & then flight GA714 from Denpasar to Sydney. As this was the last part of our holiday we discussed it and thought it would be great to upgrade to business class. We did this for myself and my husband at Hong Kong International Airport. The lady was very helpful and gave us a great price (AUD180 each) to upgrade. We regularly fly with Garuda as we find the service is exceptional and our favorite destination is Bali. This was our first time flying business class so we were very excited! We boarded the plane and couldn’t believe the great seats and service! We were given champagne and the pods were great – we had a great sleep for that part of the journey. When we arrived at Denpasar airport we saw my parents (who traveled economy) and we said to them how great business class was and that we would try to upgrade again for the last leg from Bali – Sydney and said they should as well. My mum is 60 years old and has a bit of trouble with her knee and i knew she would be struggling with the travelling on the plane in economy. I thought how wonderful if mum and dad could have the same experience as we got in business class from Hong Kong. We were quoted the price to upgrade AUD400 each, we thought “OK its double the price but i think its worth it, you know for mums sake” So they lady at Denpasar airport helped us immensely, taking us through the airport, going through immigration and back to ticketing so we could upgrade. Fantastic we thought, what a great end to our holiday! But, boy were we wrong! As we boarded the plane we noticed it wasnt the same plane as we got from Hong Kong – a lot older! We got into our so called “business class” seats and thought wow is this what you get for $400! The seats were old and not a pod like we previously had. The buttons for the chairs hardly worked – very squeaky. I would say the seats were like economy with extra leg room – no added luxury, nothing special. To say we were disappointed is an understatement. If we had known this is what business class seats were like on this plane we would not have upgraded. My mum really needed the luxury as she was tired and sore, but we did not receive the luxury that we thought we were paying for at $400 each! My husband was then asked what he preferred for breakfast – he chose the eggs only to be told eggs were “finished.” By this stage my husband was very unhappy. How can something as simple as eggs not be available in business class? There were only 3 other people in business class. I don’t know how the airline can justify charging us $400 each for the seats we received in business class, when previously we received the great pods and service for $180 each. I understand that if the planes from Denpasar to Bali are the older versions without the added luxury – but don’t charge me double for something that is not worth it. I feel as though we were ripped off. Our experience of business class from Denpasar-Sydney was ruined. We are very disappointed that we paid for something we thought was going to be great but ended up being just like economy. I would like a response to my complaint.
I flew on Garuda airlines with a Economy ticket from Amsterdam to Jarkarta and from Jarkarta to Bangkok. The bid upgrade was requested for the return portion of the trip but once we figured out how much the bid was for we requested a cancellation. One portion of the return trip was canceled immediately but one portion was not and my credit card was charged. 2 days Prior to the flight we caught the issue and called Garuda Airlines, the representative claimed she canceled the upgrade, rebooked us into economy seats but needed me to write the e-booking department to get reimbursed. At no time were we told that we could not cancel, would not get reimbursed or that this would result in us forfeiture of the bid money for going back to economy seats. No one told us that they would still charge me the upgrade to go back to economy , if this was stated we would have flown back in the upgraded seats instead. Garuda took my money and rebooked the seat to someone else so they made double the amount. This is unacceptable and deceitful practice which will not go without consequences. Garuda has no transparency or easily accessible consumers service contact method to deal with these disputes only e-mail which is very unsatisfactory. The ticket agents do not tell you everything and then pass you off to a e-booking e-mail customer service so you can get the run around until you give up. I will not give up or give in to this corruption.
Return fiight was 4 March 2018, booking reference # RX44UB, ticket # 126-2497359093-03 and 126-2497359092-03, flight # GA869 seat 29C and 29H, flight # GA88 seat 28G and 28H. Why would any agree to cancel a business class upgrade to still be charged for it only to sit in Economy class? They would not if they are explained this which we were not but now Garuda e-booking is trying to use this to keep the extra $1425,81 USD. The service was not rendered so it should not receive payment especially when a Garuda sold the seat to another customer.
I have sent over 10 emails to the [email protected] email to ask them to change the name format for my name. I attached my passport to each email. In over 6 months, I have not received a singe response or acknowledgement. I am disgusted at this. I fly Garuda regularly and it i affecting my miles status.
In my GarudaMiles profile, my name is back to front – OBUACHALLA SEAN. This will not allow my travel agent or any third party to include my GarudaMiles number in any bookings.
I urge you to follow up with Garuda Miles and see my emails to them. This has been going on for way too long and I am tired of it. Customer Service cannot help.
I wait to hear from you. Sean O’Buachalla
Dear Customer Service Officer,
I would like to submit a complaint for having difference flight for tomorrow (5th May 2018) from CGK to PNK. I have e-ticket from Traveloka with PNR QD885Q for GA-500 (etd CGK 05:30, eta PNK 06:55). When I did check-in through Garuda Indonesia application using my cell phone with PNR QD885Q, I got GA-502 (etd CGK 08:25, eta PNK 10:05).
I would like to have your explanation about this and look forward for confirmation which flight should I fly with. I am expecting to receive information from you as soon as possible since I only have several hours to know whether GA500 or GA502.
I understand that you have good CSO since GA is member of SkyTeam and I am expecting your services to overcome this issue.
Thank you and look forward to hearing from you very soon.
Regards,
Tino Ardhyanto
GFF Member 224203055
Reference – Non Active Booking – MAJGV6 –
This has been going on for too long with Garuda –
You have taken out an amount of $111.60 from my credit card account – without any approval and illegally – I do not require the flights – you have given me a total pain trying to get this amount back into my account, I demand an answer and return immediately., I have sent through several times all the information you have asked me to return the money, and made phone calls to you,I have always used Garuda for my travel to Bali, so please don’t make me change that. If I do not have a response I intend to escalate that complaint.
I am very disappointed, having booked return travel with Garuda, only to have the time of my return flight changed, the changed time means i would have to miss work the next day and as i’m self employed this is very costly to me and inconvenient for my clients, and Garuda do not have another direct flight on that day, further more i have now been told i will have to find a different outgoing flight too as i cannot cancel part of the booking and IF A REFUND IS APPROVED it can take up to 12 weeks.
What a joke Garuda, you took my money in a day but it takes 12 weeks to refund it.
I flew from Melbourne to Denpasar on Friday the 30th of March, 2018. I always fly business because I love the service and the Billecart Champagne and L’occitane products. I was dissappointed that they no longer provide Billecart, nor do they provide L’occitane products. I ordered a glass of wine prior to the lunch service and had to call my bell twice and didn’t receive it until the service was finished. Further to this, I ordered scallops for entree, as did the passenger next to me and she said that they didn’t look right – unfortunately for me, she was correct. At 8.00pm that evening I started vomitting and was ill for 2 days. On the way back we used the business lounge, which was a “Hot Box” the food was appalling – everything they had was fried. The fares have increased, so you would expect to receive the same service – NOT AT ALL. I have left a voice message, however I have not heard back.
As per the person above, I cannot reset my password – they say you will receive a new passwork via email, it never arrives and no one can assist you.
I submitted a complaint regarding many attempts to have my GarudaMiles account reset and the complaint was posted here. I now note that it has been deleted and I still have not had any advice on accessing my GarudaMiles account.
Based upon the above experience I fully expect that this complaint will suffer the same fate and no action will again be taken on the GarudaMiles account.
Thank you very much for doing nothing, once again.
I would like to bring your attention to some issues I had with my reservation of a return flight from London to Jakarta departing on the 16th Dec’17 and returning on the 7th Jan’17.
With big inconvenience, on 13th Dec’17 I have been informed that my flight GA086 from Jakarta to London schedule on the 7th January 2018 – departing at 12.00 and arriving at 17.55 – had been cancelled. I have been offered a change of schedule to the day before, the 6th of January 2018 at 12.05.
Unfortunately, the new alternative flight on the 6th January 2018 didn’t suit me as on that day I was travelling internally in Indonesia from Sorong to Jakarta with Batik Air. In addition, on the 8th January 2018 I was meant to get an early morning flight with Easyjet from London to Barcelona. Please find attached proof of all these flights that made me decline the suggested replacement flight.
Ultimately, in order to be in Barcelona on the 8th, I had to choose to fly on the 7th from Jakarta to Amsterdam and then to buy a new ticket with KLM from Amsterdam to Barcelona. You appreciate that booking a last minute flight is more expensive and had to pay EUR 126.2 (see attached copy of the invoice).
This solution allowed me to be in Barcelona for work on the 8th in the afternoon rather than in the morning which – as well – has an economic impact. Deprived of a night of sleep in London to recover from the long flight and jet lag, I had to go back to work commitments as soon as landed.
In light of such inconvenience, I feel appropriate to ask for a compensation covering KLM flight, expenses incurred during the additional stay in Jakarta and loss of income due to missed half day of work.
BOOK AT YOUR OWN RISK.
I booked my flight online and within days Garuda basically canceled my flight and decided to put me into another flight that would not work with my travel schedule. I asked for a refund and they told me that it would take them 14-30 days for the money to be credited back to my CC. Fast forward 10 days after that, I received another email saying now the refund is processed and it will take another 14-30 days for it to be credited to my CC.
I have never encountered such unprofessionalism with their customer service and just how they deal with this. From canceling the flight within days of purchasing the ticket to the process it takes to get my money back. At this point, they probably hope I will forget about the money and they will keep it.
I’ve travelled extensively in Asia and this is my first time venturing with Garuda- it will be my last
Any further update with regards to my query below? And what will be the rectification from Garuda on my luggage.
Please send me the details as below for me to put up proper claim from my travel insurance.
Written confirmation from carrier / airline on reason and duration of travel delay, overbooked flight, misconnection, and / or diversion
I’m not sure whether Garuda is really only interested in maintaining the bottom line but not the satisfaction of the passengers.
Dissatisfied passenger,
Hendy
———- Forwarded message ———-
From: Hendy
Date: Tue, Dec 12, 2017 at 11:40 AM
Subject: Complaint with regards to delay flight from SIN-CGK-HND on 1st/2nd Dec
To: [email protected], [email protected], [email protected]
Dear Sir or Madam,
I was really disappointed with Garuda Indonesia’s flight performance either on the timeliness, or handling delay and baggage handling.
My family of 4 flew from Singapore Changi Airport on 1st December under GA847 with REF: JAC6ZZ. The flight which supposed to be leaving Changi at 22:05 (Singapore time) on 1st Dec kept delayed and only able to leave at 01:43 (Singapore Time) on 2nd Dec instead. At the point of checking in, we were told that the flight will be delayed to depart at 23:00 (Singapore time), and we’ve checked with Garuda onsite personnel whether with the delay, how are we going to make it for our connecting flight of GA874 which supposed to take off at 23:55 (Jakarta Time) from CGK Airport. The answer given at that point that there’ll be 45 pax taking the same transfer flight, and the flight will be waiting for us as there are other delayed flight joining GA874 also.
As mentioned, the flight took off only at 01:43 (Singapore time) on 2nd Dec – delayed by 3hrs 38 minutes and only reached Jakarta – CGK on 2nd Dec 02:30 (Jakarta time).
And what is worse is that the GA874 already left at 01:12 (Jakarta time) on 2nd Dec without waiting for 45 of us from GA847 which were promised that the flight will be there.
This is where the horror start.
When we reached the transit counter of CGK Airport Terminal 3, there was none of Garuda staff stationed there to update 45 of us on what’s going on and what’s going to happen to us. Upon further insistence, 1 of the staff at the transit counter told us that Garuda will provide lodging as we will need to wait for the GA874 which will depart on 2nd Dec 23:55 (Jakarta time) as there are no alternative flight flying out from Jakarta to Tokyo. And 45 of the stranded passenger will need to clear the immigration to meet Garuda Customer Service outside the transit area.
Without any clear information, Garuda expected all the passengers to just follow blindly? Without consideration of the hotel rooms booking, and maybe other arrangement planned further after we reached Tokyo. And none of Garuda’s Gound Staff is there to explain and only someone who’s not even sure what’s the plan from Garuda for those stranded passengers.
After much ruckus raised, 1 of Garuda staff came over from Terminal 1. His name is Mr. Bimo. Upon further pressure and info from fellow passenger that there is actually other flight out of Jakarta Airport to Tokyo such as ANA.
Anyway, at the point of the stranded condition, we didn’t have any internet access, hence not able to check. But actually there are more flights out of Jakarta to Tokyo. But Garuda didn’t want to make the arrangement as the cost will be borned by the management and the lodging alternative will be much cheaper to the management. And I can’t even comprehend on how are the 45 passengers going to be able to fit into the GA874 on that night as these are in excess of the confirmed passenger.
Just to share alternative flights which actually can be made by Garuda if the management are serious in solving the delayed issues instead of washing hand:
Inline image 1
To cut the story short, instead of finding alternative flights out of Jakarta to Tokyo, the staff only arrange with ANA 872 as shown in my boarding pass. And only 16 + 4 (my family) which are able to be booked through. Imagine if Garuda is serious in helping the passenger, they should be able to arrange for ANA836, JAL720 beside the ANA872.
And 4 of us waited till the last minute when the counter closed at 6:55am (Jakarta time) before we’re allowed to be checked in.
Actually I went over to the counter of T2 to purchase business class of flight ANA872, and was told that there’s 20 seats available. But not sure what’s the ANA ground staff ‘hidden’ arrangement, but was told that they can’t accomodate the additional passengers due to insufficient meals, air stewardess, etc. All the excuses not to incur additional cost to Garuda.
I think Angkasa Pura supposed to step in to help stranded passengers instead of leaving the airline to arrange. Overall customer satisfaction are affected if not handle properly.
Overall when I checked with record of ANA, I didn’t really see much delay in flight as compared to Garuda. Seems like Garuda is not serious is maintaining their service standard. As always profit above the service level.
Before we depart from Airport, while checking in to ANA 872 flight, my wife noticed that the luggage was spoiled on the flight from Singapore GA847, but because we’re already late and the gate was closing, we can’t raised this in the record. Please look into this.
Anyway, the return trip was not uneventful too. Refer to the ‘delayed’ faced again. From Tokyo to Jakarta and even Jakarta to Singapore. And to make the matter worse, since 4 of us and I can’t do online checkin (wonder why as I didn’t face any problem with other airlines before), we ended up separated. And to make the matter worse, myself (185cm) and my son (187cm) have to endure the middle / window seat as the aisle seat already taken by those online checkin passengers.
Overall, I think Garuda is not even fit to be in any of airlines award from the experience my family and the rest of 45 passengers stranded in Jakarta International Airport went through. Based on input from the rest of the stranded passengers, this will be the last time we are flying in Garuda Indonesia flight.
From a very very disappointed passenger of Garuda Indonesia,
Hendy
Absolutely disgusting and shocking customer service by the staff team in Jakarta. My daughter having been delayed by 4.5 hours by this airline missed her connecting flight back to London. On trying to resolve the matter with them and with me also speaking to the front desk, they kept her sitting in the airport for 3 hours advising it was not their problem and she should sort it herself. No offer of a new ticket or accommodation for the night. Finally after the unbelievably rude and untrained individual on the desk realised that they should perhaps organise a new flight, they did so but then advised that my daughter should remain in the airport for 12 hours until the flight was due. Avoid this absolutely pathetic excuse of an airline at all costs.
Dear Garuda Indonesia,
I am a regular customer who love to fly with Garuda until this incident happened. I was very disappointed when i took flight on 20 Nov 2017 GA-854 at 7.40 AM from Surabaya to Singapore. I had been rejected to check in even though i have valid ticket purchased from VIA and i did not come late. I was directed to pay extra money RP 1,193,000,-. It like purchasing new ticket and i lost the amount.
I never had this experience before with other airlines. It was last minute surprising and the customer service also very slow and end up i have to rush to immigration check point and i did not enjoy fly with Garuda.
I would like to have full refund otherwise i might not use this airline anymore and wont recommend to my colleagues / friends.
Please find the attached evidence of additional payment that i need to pay.
Best Regards
Good morning, I am terribly disappointed with the level of service you offer on the Ga728 flight to Perth and the GA727 flight from Perth to Bali.
My husband and i always travel with you business class and the High standard you once had is no longer there, You do not have enough of each of the meals to cover Business class. we ordered Lamb and there was not enough to cover everyone who requested it. You are always running out of Champagne which you have substituted with a lesser brand now, no amenity packs. As you know we can’t carry toothpaste in our cabin luggage we rely on them in the packs to clean our teeth, some people do not care but we do.
As we are paying very good money to travel with you i think your standard is economy with flat beds in an old aircraft.
In future i think we will travel on a budget aircraft and receive better treatment than you offer. Our flight was GA728 on the 24th October.
I am fully aware this email will not be answered just like all the other complaints you receive.
You are not the great airline you once were. Sincerely, Julee Barbour.
Dear Sir/Madam,
I am a frequent business-class traveler on Garuda between South Korea, Jakarta, Mumbai and Melbourne, Australia.
I am most satisfied with your inflight services, including excellent cuisines offered during in-flights and friendly flight attendances.
Unfortunately, I do feel the same about your call centre.
I write to Garuda to express my sheer frustration with your call centre service.
I have listed few pointers for you to examine and rectify. – every time I change my travel schedule it takes up to 40 minutes. Today, 2nd of October 2017, I spent close to two hours rectifying an error your call centre made due to under charging my flight from Jakarta to Incheon. – Some of your call centre employees have a decent command of English. However, I spoke to few that I found impossible to communicate with. – Each time an error with a payment I am transferred to a brand-new consultant that I am requested to explain my adjustments, including my details. Again, today 2nd of October 2017, I had to repeat myself four times to complete my transaction. Even though, I enjoy flying on your carrier, with your current call standards, I am afraid this will deter me from traveling on Garuda in the future.
Hi, My wife, myself and two friends booked our tickets Melbourne – Denpasar -Melboune on 26th March 2017 to fly 30th August on GA0719 and return 9th September on GA0718. Booking reference QOQZXF
For my wife and myself I paid $1,571.16 AUD for the fares and $274.60AUD for seats 41A & 41C, both trips.
When leaving Melbourne I was told we didn’t have reserved seats, I showed the lady my confirmation but she said there was not record, she did her best but we did not get the seats I had booked.
On the fight i ordered a scotch and the wife a vodka and orange. later i ordered another scotch, no scotch left, ok a brandy, no brandy. The wife ordered another vodka and orange, no vodka. a glass of white wine no white wine left only red wine. The wife informed the hostess the was no toilet paper in the toilets, an hour later the wife went to the toilet – still no paper.
When in Bali to avoid any confusion on the return journey I rang Garuda on 2nd Sept. to confirm our seating i was told Garuda had a record of my payment, but would refund the $274.60 and I would have to book and pay again for our seating. I emailed Garuda on Monday 4th Sept. they asked for my full credit card details for the refund, I informed them I would not give my full credit card details on a unsecure wifi link. I had paid by Amex 5 months in advance, just confirm our seating. I was informed on Thursday 7th September the seating was confirmed.
This proves Garuda operates in an unprofessional manner, I was disappointed with Garuda in all
aspects of their service. I paid more to fly with Garuda because I though I would receive superior service, I was wrong, I could have flown with a cheaper airline and got better service.
Be assured I would not fly with garuda again. Not good enough !
Perth to Denpasar ga727 21 August 2017
Booked flight online, booking agent say aircraft is A300 but day of boarding the changed it to the smaller 787.. horrible experience, something you expect from a low cost carrier. No smile from staff and quite abrupt. After 2 hours into flight asked for a beer.. sorry only have water and cola. John McEnroe would have said are you serious!
Meal was ordinary.
Airlines have the right to change aircraft without notice but I think I should be entitled to cancel my ticket as I did not get the aircraft that I was booking. Garuda appears to now be a budget airline from Perth to Bali.
Will look at flying a budget carrier next time as that is what I got this time but paid the cost of a full service airline.
I find this unacceptable Garuda
This last flight was the worst ever on your airline date 14/09/2017 from
Denpasar Bali to Perth . After going through the boarding gates we were left to stand out side waiting for a bus to take us to the plane , then waited standing on the bus for a further 15 min to board the plane . It was 1 hour late taking off
which I understand could not be helped .
However we sat on the plane for along time before taking off first class were offered drinks . Economy were not even offered water in this time .
Meal was served at 9 pm the plane was not full we were in row 28 seats B /C
We were only offered fish and rice , which had a lot of spice in it . I asked if I could have an extra bread roll instead of the meal and was told not enough rolls for that to happen .
Later I went to use the bathroom , the staff were eating there meal and there was a draw open with three bags of rolls in it .
We found the service very bad and staff not very helpful.
Added to that economy passengers were forced to wait while they removed two passengers in wheel chairs , while people were standing up every where.
We always fly Garuda from Perth twice a year for the last 10 years but this time flight flight number GA 727 from Perth was very small aircraft 3 isle 3 far to squashed I am 6′ 2″ big man and the meals were not up to standard also landing far away from airport had to catch bus to terminal this is not good enough being Indonesian Airline and also for price we pay
Mr J. Ritchie
Please note: the below has been sent via email twice and FB messanger- still with no reply.
To whom it may concern,
I write to you with extreme frustration- We flew home from Bali on Monday 18th July flight GA714/ we are a family for 4 (children 4 & 1) plus I’m 26 weeks – as I’m sure you know this flight leaves at 1135pm and most kids are extremely exhausted and are ready to sleep.
We checked in early to ensure we could get seats between rows 26 & 36 as this is what we were advised to do when leaving Sydney – when we check in we were told we were in row 21 with only 3 seats.
When we got to these seats – there was four seats (no dramas) the issue was the arm rest in between the seats didn’t move meaning our children could not lay down flat once we were up in the air. As I’m sure you know most children sleep on this fight with their head resting on their parents lap.
As we couldn’t move the armrest We placed our daughter on the floor in front of our seats so she could sleep we were then be told off in the most unprofessional manner possible- that she couldn’t lay there- I then requested to be moved and to speak to the manager after waiting nearly an hour for him to come and see us – he asked me how heavy my daughter was (she is 4 and a half turning 5 in February) as he wanted to put her in a bassinet – not sure what he was thinking but what an absolute easy idea.
The way we were treated on this flight by the staff and manager on duty was dreadful and unnecessary.
I work in customer service with dealing with Different people all day everyday – the tone and manner we were treated and spoken to was no necessary. It left a sour taste in our mouths.
Surly been 26 weeks pregnant and also taking into account 2 small children we should have been given suitable seats with moveable armrest.
In closing the manger asked the family behind us to swap seats with us- I was extremely embarrassed as they were travelling with there son who was suffering from Autism – asking this family to move seats is so unprofessional and rude on so many levels.
If your ground staff did there job probably in the first place none of this would be an issue.
Taking all of this into account we are requesting a refund for our seats as this was the most unpleasant flight we have ever had.
I look forward to hearing from you.
Kind regards
Skye
I was on flight GA409 from Denpasar to Jakarta on August 4th, the flight supposed to leave at 14:05 but was delayed to 15:40 then got delayed to 16:45 then delayed to 17:00 when we boarded the plane at around 17:30 the plane got delayed again, the plane takes off at 18:35. Apparently it was due to technical issue. I can understand this however I had a connecting flight with Turkish Airline at 20:45 in Soekarno Hatta Airport, We landed at 19:07 in Terminal 3, my next flight was in Terminal 2, I had to wait for my luggage for 30 minutes until then I had to catch the shuttle bus to take me to Terminal 2 which is far far away from Terminal 3, when I got there the Check in time for my next flight has been closed, the plane was getting ready to take off, I missed my next flight. I was traveling for work, and we could not find another flight that could get me to the intended destination in time, because I was due to join a cruise ship in Hamburg for work, the ship will leave the port at 19:00 hrs local time, and there is no other flight that can get me there with enough time to get me to the ship. The ship will be sailing to Great Britain for the next 12 days or so and I am an Indonesian with only Schengen Visa, meaning I cannot board the ship in Britain. I lost my opportunity and may also lost my job that I had prepared for months.
On June 14th, my daughter flew from Surabaya Indonesia to Bangkok Thailand. Her seat cost her $322 for this flight. She had one extra bag with her. That bag cost her $372 in excess charges. It cost more to fly a a suitcase than a person. This is crazy. It would have been cheaper to buy an extra seat and have the suitcase sit next to her. I think a $100 charge would have been fair. That is what most other airlines charge for an extra bag. I am not at all happy with this excessive baggage charge. She was returning home after a 2 year assignment volunteering in a school in Indonesia. The extra luggage was not a luxury but a necessity for a 2 year move.
Garuda cancelled my flight Number Flight Number GA0860 from Jakarta to Hong Kong. It took me almost 2 days to contact the Sales Office in Hong Kong (lines always busy). The office in Hong Kong said that I will get a refund for my ticket (due to their cancellation and no other option to fly during the day and not night). They said: just inform Ebooking [email protected] and they will refund the amount . I have sent 6 Emails to Ebooking and I have tried LIVE-Chat. The second time I am trying LIVE-Chat and they don’t answer either.
Is this a way to treat someone? The amount I am waiting for is HKD 7700 for a Business Class ticket. And I can’t do anything. Because there is no supervisor or any other Email or Phone Number. Sorry mam you need to contact Ebooking is all I ever hear.
Flight: GA-862
Flight Date: 21/06/2017
Passenger Name: Ms. Jabeen Dodani
Seat Number: 37K
ETKT No. 126133889458201
Request for Improved Customer Service.
1. This is to kindly bring to your notice that I am a Jakarta-based passenger who travelled with 3 other passengers as family members to Mumbai with details mentioned above.
2. I am a passenger who will provide positive and negative feedback when it’s due but unfortunately on this instance, it’s the latter. The fact is that, if I did not provide this feedback, then it would be my and family last time travelling with your airline and with this I still have hope that my feedback will be taken on-board, investigated and improvements made in accordance to your status as one
of the world’s best airlines.
3. I would like to draw your attention towards the misbehaviour by the cabin crew on the abovementioned flight with names mentioned as follows:
a. Novelita
b. Intan
4. Various incidents described as follows:
a. When we boarded the flight from Jakarta, we asked your cabin crew if we will be de-boarding while in transit at Bangkok and all we got were blank faces and they had no clue.
b. I requested for drinking water from Novelita which was declined using the reason that it will only be served when meal services commence. What kind of an excuse is this? What if I was a passenger who needed to take my medication on time or any other bonafide reason?
c. Vegetarian Oriental Meal was not given to me on the Bangkok-Mumbai Leg until I asked the cabin crew.
d. My child was not offered a meal until we asked for one and then it was provided. On both encounters meals were served cold. Cabin attendants cared less on this instance and did not offer an apology or neither offered other means to remediate the same.
e. My husband asked for red wine and received a response that each flight is equipped with 2 bottles of wine and it got over halfway serving passengers. Just so you are aware, that I have been travelling to India and other countries round the world using other well-known NON-BUDGET airlines but never ever have I heard of anything ridiculous and bizarre reason as this one. For once I was thinking if we were in the wrong flight until I noticed the Flight Safety card in front of my seat and was reassured of being on the right one but unfortunately facing a Shocking experience! Again, not even an apology or a smile was offered.
f. Another incident that took place when some passengers requested for blankets and were advised by one of the cabin attendant that they had run out of it until another colleague arrived, opened the overhead compartment and found a whole sealed pack. What’s funny here is that, your staff is working in a fashion like one hand does not know what the other hand is doing. Aren’t all cabin attendants suppose to know where things and equipment are kept? Adding insult to injury, some passengers did not even get any food as part of the meal service because there were insufficient meals on-board. While this part affected other passengers that I personally knew of, but then I am putting myself in their shoe and this could have happened to me as well!
g. To hammer the last nail in the coffin, when these affected passengers asked the staff of the insufficient meals, they got the most unbelievable response which was, the cabin crew themselves didn’t have any meals for themselves to open their fast!
5. Observation:
a. I have been travelling the world using various airlines and never once did I get this response from any cabin crew. It’s shocking that Garuda Indonesia being an esteemed airline and recently received an award from SkyTrax as having one of the world’s best cabin crew behaving in a shocking manner. Unbelievable!
b. On a positive note, I had last travelled by Garuda on a return journey to/from Perth on the 25th April 2017 – 2nd May 2017 and it was an amazing experience.
c. Based on Point B, I can’t help thinking and observing that flight to Mumbai was terrible but flight to Perth was amazing. Why? Isn’t there supposed to be consistency of service regardless of destination being serviced? Only Garuda Indonesia can respond to this internally.
Conclusion:
h. I am not saying that everyone should be perfect. I too have had this experience with other airlines in the past BUT the ONLY DIFFERENCE here is that the other airline cabin attendant offers an apology with a smile unlike yours that has caused me to take out more energy to express my disappointment via this letter.
i. Is the cabin attendant to be blamed entirely? NO. They just happened to be a drop of lime that spoiled the entire milk which is the airline company in this case. We would not be raising this with you if proper training and professional service delivery were taught to them. So unfortunately, Garuda Indonesia has a HUGE role to play in this.
j. A humble recommendation from a disappointed passenger to you would be to improve the overall flight experience right from Ground Service to Airborne v.v. and ensure this kind of experience is no longer happening to any other passenger.
Today I had to take a flight from Beijing to Bali (holidays time).
The flight supposed to be at 6:50 on the morning. It is early for sure and counting the fact that I had to be at the airport 2h before departure, it means that I had to wake up at 3:00 on the morning to be there on time but this is not a problem at all because I was supposed to have a rest in the plane. However when I arrived at the check-in counter, the lady who served me informed me immediately that the flight was delayed at least until 10:00 which made me angry because I checked earlier on internet and no delay was indicated but nothing I could do except asking for a little of comfort during the waiting time (5h at least foreseen to wait) but even if I asked to the check-in counter (the person who just took care to issue my ticket and in the mean time informed me about that delay) nothing was proposed to me, only a stupid (very stupid) ” you can pay the entrance fee for the lounge”…. (how stupid this answer is? Like if I didn’t know that already).
So now that I am waiting at the gate with very little comfort, I decide to write this comment because I also figured out that this delay isn’t due to the bad weather (medium intensity rain) in Beijing because I just saw another plane from Hainan airlines stopped by the gate where I am supposed to board and disembark the people…
In other words I would have been expecting more from Garuda. Just a little of compassion by giving free access to the lounge or at least give a coupon for drink and/or food since I skipped my breakfast to get on time to the airport. It is not a question or money because I don’t care to buy myself my own breakfast (which I was supposed to have in the plane) but it is a question of respect of the clients. When a company knows almost 3h before departure that the flight will be delayed by 3h, then something should be done by that company to make their client feel better…. Even a little thing but at least something
We have enjoyed flying 2-3 times a year, Perth-Bali return, with Garuda for the last 7 years.
The quality in 2017 has dropped since 2016.
Our last return flight was disappointing for a number of reasons.
1. Seat allocation was 2 seats from the rear in a 40% empty plane.
2.. Poor food quality.
3. No lemonade or dry ginger soft drinks.
4. Poor quality movies and few English speaking movies
5. The poor internet check in service with only limited seats available to change to, even though many were available but not shown on the screen.
Dear Garuda
I am not a person who ever writes complaints or publish them on social media, however after experiencing my last flights it must have been the worse let downs in my aviation experience.
Booking reference: JP5OGA – 308906183
DPS – JKT 04/05 – 14.30
The flight was delayed and for more than 2 hours nobody shared information about the reason, alternatives or helping any costumers unless they came to complain and shout. After 3 hrs people got very nervous and upset and the updates about a defect on plane and possible delay till 7pm made people even more angry. Meanwhile there have been several other flights from Garuda to Jakarta on which I was trying to get myself, apparently all booked. I was even willing to pay an upgrade to Business class. I booked Garuda in order to be assured that they would guarantee me the most comfort in guest service & liability because it was my Birthday and I had made arrangements and invited guests to my own party in Jakarta.
All the staff at the counter were overwhelmed, at no time senior managers decided to do a helpdesk and speak to the waiting passengers, offer alternatives and speak clear.
This was not only the worse service but also the worse Birthday and I had to argue with so many people to make them understand that I have to get to Jakarta. They offered a 300k voucher which honestly means nothing to me comparing to the problems and costs I had.
I made it on a 7pm flight which brought me 5 hrs late to my own event without a friendly note or appropriate compensation.
This is something I would understand from Citilink or other local companies but not paying the most expensive ticket out of all and get less!
JKT – DPS 07/05 -13.10
On the return flight I bidded for an upgrade as I wanted to at least a little bit over my birthday. I had to go to 3 different counters to check in which costed me 45 minutes of hassle and again zero costumer service. Why would nobody make it easier and know the right procedure and take my ticket and let a colleague do the rest as it was paid already.
So disappointed with everything I received from an expensive airfare and over a special occasion which ended up being angry all weekend.
On Monday the 2nd of May my Husband and i traveled to Perth on board flight GA 728 from Denpasar Business class. The complaint is that twice now on a flight our meals were not what they should be and looked like they had been left overs from economy. The plane was as old 330, seats would not lay down and very uncomfortable. We paid very good money to fly Business class as always as we are Silver members and expect a little better service than this, wanting to clean teeth after a meal and no packs were given out to us as usual.
I’m writing because I’ve change the itinerary of my flight and trying for three hours to pay by the only system you offer (with a machine by phone). After several errors I had no other chance but quit and cancel the itinerary change. It’s been a real inconvenience and I’m not happy at all with your. It’s unbelievable that a company like yours has such a bad system.
Dear Garuda
I travel often, I am a writer, so naturally curious about everything.
Your cabin crew are always wonderful. I have no complaints with the crew.
I have however, a complaint about something quite costly that happened to me recently & it cincerns your airline & airline staff at Melbourne airport.
Please note, after this experience, I will NEVER fly with your airline again nor recommend it to anyone.
I arrived at Melbourne airport on the 25th of April 2017.
My flight number: KLM operated by Garuda airlines
Departing at 1.00pm.
My baggage was 29 kilos. You allow for 30 kilos. My baggage met your requirements. I had a big bag and a small bag and it made up 29 kilos.
Due to my extra bag, which was not under your baggage requirements, I was charged by one of your workers 150 American dollars, which was 200 dollars Australian.
Who made this fee up? Why such an outrageous fee? I was under or met your baggage requirements. Your passengers were not happy about this, I showed them my receipt.
074133638867172 E-Ticket
I travelled with you from Jarkarta then to Amsterdam on flight KLM 206 operated by Garuda airlines.
I am very upset that I have had to pay this fee. I was under 30 kilo or 30 kilo.
It’s not good enough.
I shall never fly with you again. Ever.
I feel that I should be given this money back.
We booked to fly home from Denpasar to Perth on Garuda on 28 April at 19:10. When we arrived at the gate at 18:00 we were advised by other passengers that it would be delayed by 2 hours! We weren’t provided any refreshments until 21:00 by the airline nor any apologies! I was traveling for the first time with my 19 mth old girl and by this time she was completely overtired and unsettled. When we finally boarded, and I finally settled my little one, the hostess gave us her food which were two baby jars?? On the flight to Denpasar she was given a proper meal so I was extremely disappointed by not only the time we were provided with her dinner but it was puréed baby food in a jar!! I angrily declined. I was completely disappointed by the service and lack of help particularly when my little one started to vomit when we landed. This trip left me completely infuriated and stressed and will consider other airlines after this chaotic trip. Especially when I spent extra to fly with Garuda expecting a much better service.
Dear Garuda Indonesia,
I had a memorable experience recently, however it was memorable for unfortunately the wrong reasons.
I purchased at full price a business class fare (60,000 baht/ $2,000 AUD / 23 million IDR)from Sydney to Bangkok, stopping in Jakarta.
1. Seat allocation issue GA713
On the 16th April, I requested seat 11K, a window seat, on the starboard side, especially so I could view Sydney as we took off. I live in Thailand and I paid a lot of money for the relatively small but important privilege. Unfortunately, there was someone sitting in my seat and they would not move, so the flight attendants, after me standing in the isle for a considerable amount of time, moved me to a center seat. I agreed as everyone was trying to enter the plane through business class and it was quite blocked by me standing in the middle. After about 1 hour take off, the attendant wanted to try and give me back the window seat however this was far too late and my reason to view Sydney on take-off was long gone. Is this really how you treat your business class passengers?
2. Jakarta experience
When we landed at Jakarta airport, there was no one to show me where to go. No sign with my name and no direction to the transfer gate. I found my way to the business class lounge, and was abruptly told “no call”. I asked them again and they confirmed they do not call when a flight is boarding. I then went to the rest room and returned to confirm again with them what time my flight was boarding. They replied the flight was already boarding and I have to run to the gate so I can catch a bus to the plane. I had to find the gate myself with no assistance, and since I had never been to Jakarta before, this took some extra time. Finally I found the gate, but I was very surprised at no time did anyone announce the flight or call my name. Is this really how you treat your business class passengers?
3. Airplane condition Jakarta to Bangkok, GA864
The plane seemed very old, and the seat, 8K was very uncomfortable. The seat did not recline properly and basically not worth paying so much more.
4. Lost baggage at Bangkok
When I arrived at Bangkok airport, I had to wait to eventually find my baggage had missed the flight, just like I nearly did. I had to complete forms and then wait until the next day. The next day I had to call to follow up because nobody would call me. First I was told there was only 1 bag, and the other bag did not come. After 3 hours, I was finally confirmed both bags had arrived, and they would be delivered in 4 hours. The trip to my home from the airport is only 1 hour, so I did not understand why it took 4 hours. I was told there were other bags and I had to wait. Why is there no special service for business class passengers.
As you can see, my experience for 60,000 baht/ $2,000 AUD / 23 million IDR was not very good.
Terrible customer service and unprofessional staff. Its my first time and will be the last time to take Garuda.
The flight GA829 from Singapore to Jakarta was delayed for 1 hour on 10 April 2017.
The return flight GA838 back to Singapore delayed 4 hours today again. We were waiting at the airport for 6hours. No announcement was made in the airport. There were 15 clients went to the customer service office but only 1 staff who didn’t speak English and couldn’t handle the delay issue. We requested to meet the manager who can make decisions and that person didn’t show up at the end.
Truly disappointed and won’t recommend to anyone to take Garuda.
I have an upcoming booking with Garuda Indonesia for my partner and our five daughters who are aged 7,7,8,9 and 13. I have booked the fares through an on line site but the tickets have been issued from Garuda., I logged into the booking today to find that our children are listed as Adults and one of our daughters who is 9 years old has her surname incorrect.
I called the Garuda Indonesia 24 hour help centre and after 30 minutes and ending up being put into a team leader i was told that my daughters surname cannot be corrected even though it is not a change of passenger etc and that she may have an issue at Immigration!!!!
WHAT KIND OF PEOPLE DO YOU HAVE ON YOUR PHONES TO THINK THAT IT IS AT ALL ACCEPTABLE TO SAY THAT A 9 YEAR OLD MAY HAVE AN IMMIGRATION ISSUE BECAUSE YOUR STAFF WILL NOT CORRECT HER SURNAME.
Within the booking it is also listed as 7 adults, I booked the fares for 2 adults and 5 children. YOUR STAFF ALSO REFUSED TO UPDATE MY CHILDREN TO SAY THAT THEY ARE CHILDREN!!!
I am absolutely disgusted.
Last year, I have booked two return tickets from Taipei, Taiwan to Denpasar, Bali for end of February 2017.
Unfortunately, I had to cancel those tickets and I made sure that I did it according to Garuda Indonesia Customer service’s instructions. So they told me to send an email to some department and then confirm it to them. I asked for the refund process and they said that they would deduct 50$ per adult and would refund the rest within 2 weeks.
I have been waiting for 2 months and a half – 11 weeks. And even though I have sent them 3 emails, several Facebook messages, I always receive the same unhelpful answer: “your refund request for ticket number XXXX is still on progress in our internally. We are still waiting for their reply, so we would like to ask you to wait for later confirmation. We will inform you as soon as we have confirmation from them. We are very sorry for the inconvenience. Thank you for your attention and cooperation.”
I feel totally powerless and stolen by this airline.
So beware before booking with them. That was the only and last time I did.
As a platinum member I am quite surprised that there is no default seat in aisle or window reserved. Normally the system places me at the last row in the middle.
Secondly if I ask for a window seat they give me the one without window. Looks the staff at the platinum desk in Surabaya is not trained at all. This unfortunately happens regularly!
GA 204371580
I bought a ticket in Jan which is now two months ago from Singapore to Jakarta return on the internet and was charged twice because of a computer glitch. Since then I have been asking for a refund and the process is most painful and slow. The [email protected] DO NOT acknowledge my emails and still up to this day has not refunded the costs.
They also said they will charge me additional costs for admin of refund which is ridiculous. This is TOTALLY NOT ACCEPTABLE, Garuda! Please get back to me ASAP. Case No. 00694867. You have all the records and email trails since Jan. Your handler has been Aji, Dewi and Mahendra. No one at your airline is taking ownership to solve the issue.
Please get your act together as it is dragging on far too long and I need to chase everyday.
Flew from KL to Jakarta on 26 Feb 2017 and on arrival at Soekarno-Hatta Airport had to wait for one hour for my golf bag until the airline staff declared that my golf bag was left at Kuala Lumpur. Missed my own golf set and ended up losing the game using rental set. The bag were delivered almost at midnight.
On flight back from Jakarta to KL on 28 Feb 2017, was asked by stewardess to choose meal from menu and upon choosing, the stewardess said the chosen meal is not available. I end up being hungry for the whole duration of flight.
What a shame for a Skytrax claimed 5 star airline especially when flying in business class.
My name is Mathew Quinlan i recently traveled on a return flight from sydney to bali, my booking number is 3VLZXI.
I would like to start by saying that i have never had a problem with your airline until now
As i only fly business class with your airline, on my return trip back to Sydney i found that the controls on my seat were not working properly. I alerted the hostess to the problem, she began to play with the controls for about 1 minute then she turned to me and said ” i’m sorry sir it doesn’t work then she walked away.”
With no solution to the problem i was left sitting in a business class seat that was not working. I would like to add that the business class section was not full and i was not offered to be moved to another seat or anything else, i was simply told that the seat does not work.
I am very unhappy and disappointed with this experience and i am doubting that i will fly again with your airline, as i had an extremely uncomfortable flight and do not want to go through that again.
I have booked a flight London to Bali in 10 days, and the Garuda employee told me my ticket had to be more expensive than my friends because I was disabled. That I would need extra help getting around airports and transfers. That was why I had to buy a different class of ticket. I found out that was a lie he just made me buy a more expensive ticket because I’m disabled! -Then I find out that in order to get a seat for my disability I would have to buy seats on every flight costing £200 extra! otherwise I can be put anywhere. This is Total discrimination. At no point in time when I bought these tickets did anyone from Garuda ever say that I would have to pay for seats on the plane after buying the tickets. Only when I went online did I find this out. The ticketing office told me if you need a disabled seat you have to pay! This is outrageous and honestly I want my money back so that I can book with a proper airline. Having also seen these reviews I actually don’t feel safe travelling with them .
On Thursday 9th February my husband and I boarded a Garuda flight GA715 Sydney to Bali seated behind us was a young man who was affected by alcohol from the time he got on the flight. During the entire flight his language was extremely loud and offensive. He also continued to get more drunk and obnoxious as the flight went on. My husband finally told him to be quiet and stop swearing and he became even louder and verbally abusive. The crew had asked him to quieten down and behave but generally just kept away as though they were scared.
There was a period of about 30 minutes where we could not see any crew. Finally the crew got some male passengers to hold him down while he was zip tied. I understand the young man was to blame for his behaviour but why was he allowed to board in the first place? Why was he allowed to be threatening and abusive for so long ? Why did the staff disappear? Why couldn’t the crew handle the situation themselves? We also had to remain on the plane until he was escorted from the plane before being allowed to disembark. There was no apology from the airline. We felt the entire flight was put in danger by this passenger but especially the passengers in the same cabin. We were all stressed and anxious the entire flight and for my husband and I it totally ruined the start of our holiday.
We felt our flight home arriving today could no way be as bad as our flight over we were wrong. The flight was delayed an hour, the boarding gate was 1b but without any announcement was changed to gate 8 no one knew what was going on. After arriving an hour late to Sydney the pilot overshot the air bridge and we had to wait a further hour on the plane with no air conditioning for a truck to move us back. Once again no explanation as to how long we would wait or any apology. We always fly Garuda to Bali but will be rethinking our options next trip due to the poor service and lack of concern for passenger safety and wellbeing.
I have just travelled on GA 838 from Jakarta to Singapore scheduled to depart at 1630hrs today Thursday 9 Feb and to arrive at 1920 at T3 of Changi Airport. However it was delayed to leave till 1710hrs but it took off only at about 1725hrs.
We have a connecting flight at 2025hrs from Terminal 3 of Singapore Changi Airport but due to the delayed, we missed the flight on VN658 departing at 2025hrs for Ho Chi Minh
So we went to the transfer counter 20 min before the VN658 flight depart only to be told they had closed the counter.
Next we went to Garuda counter to ask for solution. To be disbelieve they will NOT put on the next VN flight but ask you to buy another ticket yourself!. They said they could only arrange a hotel accommodation for such case only since the last flight out to Ho Chi Minh had left .
This is ridiculous! How can Garuda who is now championing their cause to win over a new image of their airlines provide such unfair customer service!
I rejected their offer for ONLY hotel as they should compensate both the air ticket and hotel due to their delayed in their schedules!
My next letter is to the CEO for Garuda Indonesia and let him know how unfair the system of customer services are! Just take a look at the above complaints!
Probably the worst airline l have traveled in terms of customer service. I had paid for special meal for travel from Jakarta to Singapore by GA824 on 4th Feb 2017. Despite pre booking for special meal, it was not provided to me in flight. Rather I was asked to fill the feedback form which I have filled before as well and which l feel is never looked upon by any of Garuda Indonesia representative. Further we were misguided by supervisor to a desk at Changi airport for registering complaint. But when we reached at the desk we were told sorry you write an e-mail, we can’t do anything. Now l want to have refund for amount paid towards special meal. Because this is my 3rd consecutive experience with Garuda.
Travelled so many times with Garuda and I have these three bad incidents with the airline from Dec 2016 till this January 2017. Delay for 2.5 hours without notice at all. First 1.5 hours without any compensation. Second..they totally broke my luggage saying that it was too full when the luggage can load until 30 kg and it weighted only 18-20 kg that day. Furthermore, inside the luggage the clothes was ripped off . The claim took freaking long time to do.. submitted for 2 weeks and still nothing from them. No news at all.
And today I flew with GA 505 transit and changed to GA 836. The luggage is not coming with the plane that I took! And when being asked they said the luggage is on the next plane. Still waiting for the plane now and I take my time to write this complain. What the hell is happening here Garuda Indonesia?
Not a baby-and-mother friendly airline.
I have been a (loyal) customer of Garuda Indonesia since 2011. I had my elite sky team card, which I found really helpful during those international flights. However, when I traveled solo with my son (1 y.o.), I did not find Garuda as a helpful airline.
My flight was MAN-AMS-CGK-JOG on 21 Dec 2016 and return on 17 Jan 2017. Flight attendants did not offer any help during the flight. The worse experience is with the “DOOR SIDE” stroller, which in Garuda Indonesia, the tag did not seem to work as such.
1. MAN-AMS was okay with standard KLM service, the stroller was delivered to the arrival gate. In Jakarta, the stroller was said to be going through to JOG, even though the tag said DOOR SIDE, limited release. A kind transfer personnel helped me to get the stroller (which he said supposedly delivered to JOG), because I said I had health problem.
2. In my return flight, JOG-CGK: again, the stroller was not delivered at the gate and went straight to the baggage hall. The transfer desk lady was rude, did not offer any help at all, and said “You should complain with the luggage staff”.
3. CGK-AMS: My stroller was not delivered at the arrival gate as expected, which caused me to carry my son (and our hand luggage) during the transfer at Schiphol. The distance between arrival gate of Garuda and gate D of KLM to MAN was quite far. It was a horrible experience for someone with a spinal nerve disease like me. They did not offer any assistance in this case.
4. In MAN, the stroller did not arrive and said to be left at AMS. What an unprofessional service. I had to file a delayed luggage case, hopefully getting it back soon.
It is better to choose other airlines if you are traveling solo with your child/ infant. I took solo flights with Emirates and Etihad when my son was younger, and they did brilliant job in flights or during transfer.
Garuda Indonesia, please improve your service for mothers (or fathers) and babies!
I just went through an unbelievable nightmare with Garuda, something I have never experienced as a frequently traveler with over 100 flight per year:
I bought a Garuda ticket to travel from Xiamen to Bali, with stop in Singapore.
The first leg was delayed, so the flight misconnected.
As it happened, Garuda had sold me two code share tickets, one with Xiamen Airlines, one with Singapore.
In every other case like this, the airline who issued the ticket – Garuda – would have just put us on the the next flight to Bali (there were two more this night)!
Not so here: Garuda rep outright rejected any responsibility, and sent us first back to Xiamen: “They are responsible, as they were late”. No discussion helped, so we tried and went back to Xiamen (in different terminal). Of course, they could do nothing as they didn’t have access to our ticket! Tried the same with Singapore (who was the operator of the second flight), with same result. Went back to Garuda desk to try talk sense into them, also got our travel agency on the phone who discussed for around 15″ with Garuda rep – to no avail.
In the meantime, the last flight to Bali was gone, so we ended up buying a new ticket (NOT with Garuda this time), and spent the night in the Hotel. Total extra cost: 1000 USD!
I am speechless. This was my first experience with Garuda, and I will make sure it was my last.
DO NOT EVER BOOK A FLIGHT WITH THIS COMPANY.
I’ve been travelling to Bali for the new year and they lost my luggage. I’ve been told that my luggage will arrive the day after but nothing came. Still trying to call their customer service but NOBODY is picking the damn phone. I’ve been waiting these vacations for such a long time and I just have 10 days at this place. Right now I already lost 2 days because I’m only having winter clothes on me and cannot enjoy the warm place. I repeat, it is now impossible to join them and I have absolutely no idea of what to do.
Here’s how some unqualified people can ruin your holidays.
We checked my bag in in London but apparently we flew without my bag onboard because it didn’t arrive in Jakarta and had to fly to Jakarta the next day. It has been 4 days now and Garuda have not managed to deliver our missing luggage, despite the fact that it has been sitting in the airport, less than an hour drive to our location.
We have rung several times and repeatedly been told that the driver is not available to deliver our bag and asked to wait until the drive became available, i.e unknown. We have even asked for the bag to be put in a taxi but Garuda has refused to do so – the customer service has been just aweful, it seems no one at the airline is taking any consideration to us, the paying customers!
This happened to me last year too hence I am very upset now and would definitely recommend to avoid flying with them at all cost!!
Booking Code: YLWDPB
Flights : GA-575 / GA-652 – BPN / DPS
My name is Florent, i work in Hotel Industry, I booked a Garuda flight from balikpapan to denpasar with transit in jakarta on the 23rd december 2016 night time to see my family for Christmas. As my Balikpapan Jakarta flight was delayed for 1 hour, I missed my flight to Denpasar. Below is my experience
Team at Jakarta:
Nobody waiting at plane exit to guide, no info or care for the stranded guests. We were 2. While treating our case, Garuda team were in the back office chit chatting. We finally were informed that we will be put in the 1st morning flight and were guided to a shuttle to go to the hotel.
Hotel chosen:
Big complex of different hotels in Cengkareng area – FM7 Hotel, looks like more a low grade hotel that i would not bring my wife and children in.
Long check in, staff unexperienced, no international standard that would match garuda standard, lack of compassion.
I finally checked in in a room where cars can go in in the basement for more privacy.
At airport during early morning flight, I asked for compensation, only to be replied that stranded passengers due to delayed flights doesn’t get compensation of any kind.
Tired for the night experience, I unfortunately forgot my Kitas at the service counter. The lady called me to get it back while i arrived already at the gate 16. Since tired and the new airport is really big i asked her to get someone to bring it down. I get a negative answer while 6 of your supervisors at the service counter were available. Instead, they were taking christmas group picture and i needed to go all the way back to the customer service in front.
The purpose of my letter is to give a constructive feed back on an experience that i did not expect to get from Garuda Airlines, the 8th biggest airline in the world.
I choose Garuda for the time accuracy, paid the price but get Lion service and this makes me sad. Working in hotel, we have close relationship with your team, and as hotelier at all time show flexibility, fast answer to challenges encountered, facilitate and show high care of your crew and members. I’m your guest but did not feel valued as a guest.
Pro activity, appliance of the right attitude and service given, compassion and small additional benefice would have been great and made the sad event more joyful and unforgettable.
We have not received our 4 (four baggage) since our flight on 22 December 2016 which has been 4 days now. We are on vacation but cannot enjoy it, because all clothing items, winter accessories, medicine of 3 ladies, including all of our toiletries are inside those bags. We have filed complaints and also have tried to contact until this day to Garuda and KLM, but there has been no response until now. We are very very disappointed with the service and upset. I will expose all these cases into all social media facebook, twitter, etc that these two airlines are the worst in handling passenger cases. We have absolutely no respect for these persons in charge and the companies Garuda and KLM as well.
GARUDA TICKET NUMBER: 126 24784311331-32
FLIGHT: GA0321, GA0088, GA9490
REFERENCE NUMBER: LHRKL32581
I flew from AMS to CGK, two weeks ago, 4 dec 2016.
The passengers in this flight spent 13 hours in the plane without entertainment at all, due to technical failure.
When landed, the bus driver brought us to the wrong door : door was still closed and no officer etc, so had to wait 5-10 mins before entering the airport building.
Any sorry? Unfortunately not.
I am glad I did not take the business class as I would have spent for none.
My impresion is that people were tired and not so impressed with these all.
It was my first flight with Garuda Indonesia
I flew business class from Sydney to Lombok yesterday (23/12) via Jakarta. I was told the bags would be checked all the way through.
We arrived in Lombok last night with no bags. We don’t know where they are and this has delayed our future Christmas holiday plans.
The name of the person whose bags are missing is Georgia Edis. Flight number from Sydney was GA713 and the flight number from Jakarta to Lombok was GA432.
This has ruined the start of our holiday and very very unimpressed. Especially as we paid for a full fare business class ticket for 2 people.
Booking Reference : YMM4GO
Ticket Number : 126-1134324515
When I helped my client Mr. Elvin for web check in, it appeared can’t check in due to ticket problem, so I called Garuda Hot Line Number 0804 180 7807 on 21st December 2016 around 10 am to 10.30 (Please retrieve hot line voice record), one of the customer service told me that flight GA410 Jakarta-Denpasar (flight connection to Perth) which was supposed to fly on 14.15 suddenly is being changed to 17.10, so I asked her to send me his new ticket but she said his new schedule has been notified to email which is based in Singapore, and the customer service can’t provide me his new ticket. So I told Mr.Elvin about his flight changing.
Beside this information I also asked whether he can change his 17.10 flight to earlier but she said it’s all fully booked in economy class for 1pm and 4pm. When Mr.Elvin tried to check in at airport counter one of the CS won’t check in his bag cause economy class is all full. My question is why economy class is full ? as per phone confirmation isnt his flight supposed to be changed by GARUDA to 5pm ? (and not under passenger notice).
The situation has forced Mr.Elvin to upgrade his flight to business class and made him arrive Perth on midnight.
He is a very nice man, not even angry and just choose to accept all just happened to him, but I feel very disappointed with GARUDA’s service.
Delayed by more than 24 hours at Heathrow to have a connection at jakarta which was also delayed as was waiting for another flight to come in from London. Arrive in Singapore and 1 of my bag is lost. It arrived in Singapore and24 hours later I have no clothes, no nothing and no update from airline. Even costing me a fortune to phone them. Had nothing but problems now waiting to see if can get interim payment for essentials as singapore is so expensive to buy things.
YOU DO NOT EVEN DESERVE ONE STAR.
Your flight was delayed of 2 HOURS (GA433) which led me to lose both of my connections as I was flying to LONDON from LOMBOK. I am now stuck in KUALA LUMPUR, even though the staff in JAKARTA said I was going to have an hotel. It never happened and here all their office is closed. I am supposed to be in an airplane back home, and instead, I am now sleeping on an airport bench for 8h in an unknown place. GARUDA staff LIED TO ME and were VERY RUDE, USELESS, and the 24h call centre on their website, of course, doesn’t work. I am a frequent flyer as I work in Indonesia. I won’t EVER fly with GARUDA and WILL PREVENT ALL MY FRIENDS AND ALL STAFF FROM MY COMPANY to not use this incompetent airline.
Hi,
I am trying to check in on-line for my flight to Jakarta, via Bali tomorrow morning early. I am on the phone for the last 40 minutes, for 40 minutes I am hearing that I am no 1 in the queue, and then I get disconnected. They must be having their afternoon sleep at Perth airport. I have been flying at least twice a year with Garuda, but now your service is atrocious I will start considering other airlines. Extremely frustrating. I am still number one in the queue by the way, for the third time, this time 25 minutes.
Booking no MZNQIT/X7PQ7S: the flight GA 841 on 9.12 from Singapore to Denpasar was delayed by more than 7 hours, because the pilot has spilled something hot on his leg.
After 1.5 hours in the waiting room we were informed of the above situation. Boarding was supposed to be at 11 PM. We were told to collect a “dinner voucher” which required waiting in line for 30 minutes and was 16 Sing USD and restricted to Burger King (“dinner??”) and a Coffee Shop. Overall i got a tea for 8 USD and a juice (“dinner”??)
At 11 PM there was no sign of a plane, which eventually turned out to be the incoming plane from Jakarta. Until the plane was cleared to enter it was about midnight. The pilot uttered something from “operational reasons”, which is of course again laughable. We landed 2:30 AM on 10.December.
When the pilot was wheeled out he had his trousers rolled up, but I could not see anything. He looked a bit guilty. Everybody to kind to note anything. Ground staff was also very incompetent and not very helpful.
Overall I booked Garuda because in an alliance with KLM they should adopt to international rules and regulation. As such I expect to be compensated according to these rules. Even Air Asia does have a compensation if the delay is solely based on the ground of an own mistake. So if we assume that this was not orchestrated for the benefit of Garuda optimizing on plane utilizaton, I would strongly suggest to compensate. This will not help for the ruined weekend, but makes the customer feel better.
I lost my luggage during my flight with Garuda GA567 from Balikpapan to Jakarta and GA838 Jakarta to Singapore (Connecting Flight) on 12th December 2016. Almost 24 hours no update from them regarding my luggage status and i spent my Phone Credit and wasted my time and my money calling them in Singapore airport and Jakarta asking about my luggage status but the answers still same “Waiting update from system and will follow up”. How long????? They are not sure. Can you imagine, i cannot do my job, i lost my time, lost my money buying credit for my phone and pay roaming due to international calls for only this unnesesarry matter that Garuda cannot handle. Please try to improve the Good Service and make your customer feel comfortable flying with Garuda. I got Platinum GFF member and my Luggage was sticked the Priority and Business class tag but still no different for the treatment, still useless service and poor. Other airlines take below 12 hours to find the status of my luggage.
My Garuda flight from jakarta to denpasar GA 402 8 December 2016 07.20 am and GA 415 10 December 2016 19.05 pm was horrible. Jakarta to denpasar no delay. But my seating was not at the same row. From denpasar to jakarta is more worst. No seat at same row. Even the help desk helps to set same row. I dont know if this happens or not. For your record. I came to airport and check in 2 hours before. Do I need to check in 24 hours before than that? I bring 2.5 years kid for God sake. I am really disappointed with how Garuda arranged the seat. My family has been flying with Garuda for a long time. Not from now.
I will never again book ticket nor recommend flying with Garuda Indonesia. Booked ticket to jakarta because of family emergency using the same credit card details that I used to book ticket for my husband just 1 day before and for a second I thought everything is fine. I received email confirmation, e ticket and my credit card got charged. A few hours later, I received and email advising a cancellation of the ticket. I thought, there is something wrong with my credit card so i tried to book again and i ask my brother in law this time to pay using his credit card. This time, I didnt get any email. Worried cause i urgently need to fly back to Jakarta, i contacted their 24 hour hotline in jakarta and was advised that both payments didn’t go through and was advised to purchase another ticket over the phone, which I did using my other credit card. They told me it will go through snd i checked my email i was sent an itinerary. The next day i went to the airport and got told all payments didnt go through and i font have ticket. No solution was given except to purchase another ticket. What kind of customer service is this?? I had a family emergency and tried to pay 3 times! They even charged my credit card and they can’t even explain what issue they have. I’ve sent them an email a few times demanding a thorough investigation and explanation as to why it happened!
My name is Imelda King. I was traveling to Jakarta from London, Heathrow with my daughter Alexi (2.5 yrs old) on 22nd Nov. We were in business class, flight no GA087. Everything was perfect until the passenger who sat next to us started to make loads of noise. He was so drunk and started swearing, he used almost every single rude word that you can think of. Luckily my daughter was fast asleep, but I was woken up by this guy; he was so loud I couldn’t get back to sleep. He wanted more alcohol and became more angry when the flight attendant refused to serve him a drink I remember there was an old guy who was coughing a lot and this drunk passenger started yelling from his seat and shouted to this old guy to stop coughing. Every time this old guy coughed he started copying him and coughing louder. Honestly, I was very close to asking him to stop as that was inappropriate, also I was worried he would wake my daughter up, as my daughter started to become restless. This guy finally fell asleep at 4am, that was when I could finally go back to sleep. I was in business class I should be able to sleep comfortably.
One of the flight attendants was very apologetic, but in my opinion I didn’t think they did enough. I was so tired that morning, I mean flying with a toddler is tiring enough and then not getting enough sleep? I was so disappointed with Garuda for not doing enough.
Garuda indonesia is back to its old reputation of being seriously late, and with poor service to passengers. There was no proper announcement. Up to 5 Garuda uniformed staff sitting at the front counter, not a single one know what the situation is. After 1 hour delay and still waiting, we are also told that we will need to take the bus to another terminal. Looks like Garuda can’t wait to chase the worst flag carrier in the world! I think its time to change garuda management…
To Garuda Indonesia, my name is Luke. I traveled with you on flight GA727 boarding time: 1850 on the 29/11/2016 from Denpasar to Perth and was disgusted with the service I received. Upon boarding my partner and I had our water bottles taken off us by security at your gate (1B). I know this is not your rule but once on board your attendees should bring water to their passengers.
Once we were in the air, your Flight Attendant Yufrida brought us food but i was told that the only food available was fish. I advised Yufrida that I cant eat fish as I am allergic. Yufrida told me that there was no more chicken dishes, so I asked if I could buy a packet of chips or a chocolate bar. She told me that they dont have any snacks either. Then she continued on servicing other passengers. Another Attendant came along and I asked him to take the tray away from me as I am allergic and shouldn’t come in contact with seafood. He took the tray away.
I am upset that the flight Attendant Yufrida, did not make any effort to go and check if their was any other food and that she continued serving other passengers.
I paid extra for your service as Garuda Indonesia is meant to be a excellent airline.
I booked my flight from Melbourne to Jakarta by telephone with your office in Indonesia on the 7th November booking ref 69EDF7. I paid for this via Visa 13,000,000 plus rupeah, i was sent confirmation via email. When i went to the check in on the 13th Nov i was told there was no ticket issued. And was informed to go and buy another ticket from the flight centre which i did. Booking ref Z68S9S confirmation YZTXGN. I paid $1,170 AUD. I have paid for this flight twice. Also the first booking done via Garuda was incorrect it had me arriving on the 13th and departing the next day the 14th.
I just made a call to your customer service. Have been trying to change my ticket as my middle name was spelled wrong. I am left without a choice but cancellation. Such a shame! And worst of all there will be a charge of 100 USD for the refund! Below 50 is reasonable but 100 USD is beyond reason and worse i have to wait for 1 month to get the refund back!
Admittedly – this was my mistake for overlooking my details but your operating procedure is somehow very unreasonable and more into taking advantage of customer, taking their hard earned money. Knew that you can make a modification but limited to 3 characters but couldn’t you make a consideration to 4 characters? And in terms of refund – it will take 30 days? How can i make another booking for that?
Honeymoon bags ripped and torn apart. Have images as proof.
Were not even put in correct flight so had to wait for next one!
My colleague was flying to Manado, during the transfered flight, you lost her baggage in Bali. She didn’t get any help from the airline just asking her to wait for the same flight on the next day which was so late as she didn’t have any belonging. We manage to find the fastest flight flying to us by OTHER airlines and don’t even receive any good coordination from your airline. This is a very bad service !
I returned from a trip to bali yesterday 24/10/2016. I have flown with garuda airlines many times and can not fault your cabin crew at all. However whilst on this holiday my husband needed to return to Perth Australia 4 days before we were due to because of an unexpected medical reason. I had spent 2 days taking him to 2 hospitals and 2 specialists to make sure it was safe for him to return home. I was physically having to do most things for him. We had to upgrade hime to business class for his comfort on the journey home. As you could understand emotionally and financially this was a difficult time. I am grateful that the check i people allowed me to check in with him what I was astounded by was their lack of empathy for myself. Whilst they did ask if my husband needed a wheelchair as they could see he was in distress I was rudely told that I was not allowed to go into the lounge with him as i was an economy ticket holder. I work as a nurse in Australia and we always look after the family as well as the patient so as I wouldn’t treat family members this way I was taken back by this lack of service. It wouldn’t have harmed anyone to allow me to accompany my injured husband into a lounge to be with him whilst we waited. I had been thru a lot in the last 48 hours and such a small gesture would have made my journey home a lot better. Instead I travelled on my own worried about my husband and totally shattered from this experience. I am pretty certain that at this point in time I will not be using Garuda as my choice of airline anymore.
Today I flew from Surabaya to Semarang, first of all the complete disorganization at Surabaya airport, clearly due to rainfall the power switched off. Backup generators clearly worked only on half the building which became more obvious when the computer system for checkin shutdown. After waiting for approx 30 minutes the checkin resumed manually once again in a highly unorganized way. Despite the gold status on GFF, the people in front of us which was a complete group that did not have a gold status went first because they had a friendly porter that provides more status than airline loyalty.
The way the whole checkin went already made it clear that I should be happy if I would get my luggage at the other end. I was right I got only one of 2 suitcases. Reporting a lost suitcase is easy. Fill the form and get back to us tomorrow, you want it come and pick it up. The attitude in general is below any standard. 5 star airline? Sure from an organization that puts up for sale regional awards to the highest bidder. The same organization that manages to put Aeroflot and the Moscow airport Sheremetovo on top of the score list. The award has nil or no value.
The only thing the partnered sky team airlines excel in is silence, disregard for service and regulations and incompetence. Sad but true, not a single complained gets handled in a satisfactory way and 9 out of 10 times you will simply get no reply at all, problems remain unsolved and stupidity is endless. One more example, do never take the priority luggage tag even when it makes you believe for a moment that it will work. I will not, priority luggage with Garuda Indonesia and most sky team airlines is just a line. It means you will get your luggage mostly as very last. How does that happen? Well if your luggage gets unloaded first but priority luggage usually does not get driven to the conveyors separately it means that all the other luggage gets loaded on top and hence you will be one of the last.
Garuda service at its best. GFF does not work at most sky team airlines simply because they will not enter your card details, even if you insist they will claim they did for you later to find out that once again they did not. Just try and complain or retrieve miles flown by one airline at sky team and ask them to enter that to your GFF card. It requires keeping a entire administration and spending a load of your time the “enjoy” the sky team alliances lies. All goes under the same simple way of handling, sorry we forgot, we did not understand, wasn’t us that’s in the best cases more often it is simple silence and no answers at all. As said before the only consistency is the endless stream of incompetence.
Yesterday was my worst experience flying with GA508 to Pontianak.
My baggage was lost and I had to go to the hotel and attend a meeting with no proper outfit.
I reported to the lost and found section but I waited for another day for them to track my baggage.
I had phoned the officer but still they didn’t handle it properly.
Even as I write complaint I had no assurance of my baggage yet.
Worst experience ever! Flying first time with garuda indonesia flight GA413 to jakarta with a connecting flight to philippines…
Our flight was delayed for 4 hrs to jakarta.. Missed my flight to the philippines, and to top it all off they lost my luggage!!!!
I am writing regarding issues we had while making our journey from London to Bali with Garuda Indonesia on the 29/09/2016.
We booked flights departing London and with arrival in Bali. We had to do 2 changes, firstly in Amsterdam and secondly in Jakarta.
For the first flight (London – Amsterdam) we had no issues at all. However, when we tried to get on board on the second flight (Amsterdam – Jakarta) my partner was denied boarding due to passport issues. His passport did not have 6 months validity. For passport legal matters he was unable to board. As a consequence I did not board either.
Although we understand the reason we were denied to board in Amsterdam we do not understand why we were allowed to fly on the plane London – Amsterdam in the first place, as our final destination was Bali. We did not book independent flights. We booked a complete flight London – Bali, with flights London – Jakarta showing on one boarding pass and then Jakarta – Bali showing in the second.
If we had been rejected in London in the first place we would have been in a position to go home. However, we were rejected in Amsterdam, with no flights to anywhere and with no accommodation. We found ourselves stranded at Amsterdam airport.
As a result of all this we desperately booked an emergency accommodation to stay in Amsterdam overnight, with costs we did not expect at all for both transport to city center and hotel. We also booked another flight to Corfu in order to leave Amsterdam.
We would like to have all these expenses refunded as we believe it was the airline mistake to let us fly in London in the first place.
My wife and I were booked on a flight to Sydney via Jakarta (flight no 87) on 22 Dec 2016. We made our arrangement well in advance as we planned to spend Christmas with our children in Sydney We booked and paid our flights on the 19th of July and it is now 08 October. Yesterday we were informed by Flight Centre that the flights were cancelled. We contacted the airline on 0871 222 3113 for compensation as now we will not be spending Christmas with our children and we have trains tickets booked, annual leave booked. We were told that there will not be any compensation and this is very stressful due to the fact that had it been us that had cancelled the trip we would have lost our money, how can the airline get away with cancelling the flight And be liable for any sort of compensation. We are very disappointed with Garuda Indonesia Airlines.
I recently returned to flying with garuda and paying for full service on board. Our flight GA727 perth to Denpasar was great. The return flight GA728 was not. Security at check in asked if we had alcohol we said yes as there is no rule to say you cannot take it, we had one bottle of wine unopened wrapped in plastic, and we put 1/2 litre of vodka in a plastic bottle so it was not heavy and that was also wrapped in plastic with clothes in another plastic bag. The security at check in said we could not take it, I asked why and he said it might break in the suitcase surely that’s my problem it didn’t break going there and it would not have broken coming home and it didn’t. However he took the vodka for himself and allowed us only to take the wine bottle after making us empty our case in the line for check in. Spoke to manager he said we could take it if it was in plastic it was but the corrupt security still took it. Very very unhappy. Then when it came to meal time on the return journey we were in seats 35H and35K 6/10/16 we were told no choice left only fish and rice all the chicken had gone, so I didn’t get to eat dinner either. We swapped to Garuda for that onboard service and I was very unimpressed with the whole procedure for returning home from the corrupt security to no meals left on the plane only Indonesian dinner. May as well not paid the extra and gone with air asia or Jetstar.
I am A gold member GFF 725 462942, bought a ticket on 14 Sept 16 from JKT – Singapore. The fare listed was IDR 1,096,600. until the last page before I press enter for payment the amount still shows the same figure of IDR 1,096,000. To my surprise my credit card was deducted with IDR 1,696,600 or IDR 600,000 extra. I immediately call Garuda call centre and they confirmed it is extra charge due to my seat assignment. My question is simple..even for a budget airline they alert us if there is any charge if we pre assign a seat. For my case, there is no notification information about the service charge for SEAT. Secondly as GFF Gold member, I believe this fee should not happen in first place. I have made several calls to follow up and i’m not satisfied with an answer “on Progress”. I received 1st acknowledgement from Garuda the payment is IDR 1,696,600. then I got subsequent email for the invoice that the fare is IDR 1,096,600. same day 14th Sept 16. My question is simply, is there any outage from your System? As a customer I demand your immediate attention about this issue. It has been 3 weeks since my first call on 14th Sept. My credit card has charged with an extra, I therefore demand for an immediate refund. This is a very basic principle in customer service especially for a 5stars airlines. I hope this matter can be settled immediately.
Booking number: 1625843
Reservation number: 52GOWR
I would like to make a complaint regarding flight number GA87 flying from London Heathrow Terminal 3 on 28/07/16 to Denpasar, Bali via Jakarta Soekarno Hatta International. The scheduled time of departure was 21:10 on 28/07/16 but a delay meant the actual time of departure was not until ~14:00pm on 29/07/16. The scheduled time of arrival was 22:55 on 29/07/16 and actual time of arrival was ~17:00 on 30/07/16. Therefore, under EU regulation ( EC 261/2004), for a delayed flight from an EU country to a non-EU country with a flight distance of > 3500km, I am entitled to 600 euros/£520 compensation. The flight delay was due to airline management factors, which require compensation, as opposed to weather conditions etc that would be permissable.
I am grateful for Garuda’s efforts to put all the passengers up in a hotel near Heathrow airport for one night. However, the inconvenience was substantial and there were delays at every stage of the process:
Passengers waited on the plane for the flight to take off for some hours on the 28th July until it was finally delayed until the 29th;
Passengers waited for a coach to take us to the hotel for an hour at 1am in the morning;
Passengers were given an incorrect new departure time for the 29th so woke early only to be told a later departure time;
The flight was delayed past its final expected departure time because the plane needed to be ‘cleaned’.
I also had to wait a further 1.5 hours at Denpasar, Bali for the flight with the final passengers from Jakarta to arrive in order to get my luggage as the luggage had not been separated.
Thank you,
Hannah
Lost a blue children’s backpack with “PopKids” logo in flight GA87, possibly in overhead cabins near seat 40K. It happened on 20 July 2016 around 1750 hours. As we were from Heathrow to Jakarta – enroute to Singapore, wonder if the bag had been taken out and placed with the Lost and Found section in Jakarta’s Airport. The takeoff at Heathrow was very delayed with no explanation and we had to run for the next plane like running for dear lives. Filed a report and emailed Garuda Indonesia directly but sadly, there has been no response.
On flight GA714 From Denpasar to Sydney Australia on the 13th September mid flight I felt unwell and said to my husband I was going to faint the air host was also standing next to me in the aisle at the time handing out breakfast trays I also mentioned to her I felt unwell. I ended up having a seizure mid flight!! I’m a perfectly healthy 26 year old who had no health problems. During my seizure the Air host stood there and watched as my husband was begging for help, a male air host announced over the speaker asking for urgent medical attention. And that’s it!! That’s all they done I wasn’t moved somewhere to offer privacy-which I’m sure it wouldn’t be easy being on a plane but I was seated in row 38G at the back of the plane In the middle. I was offered NO first aid NO oxygen NO ambulance waiting at the airport for me!! I wasn’t even assisted getting off the plane, I had to get off like everyone else. I am absolutely disgusted! I’m not blaming Garuda for my seizure but you had a duty of care to your passengers!
My Booking Reference : 5BXDCY Flight : GA88
I was supposed to fly from Singapore to Amsterdam with Flight GA88 on 28th of July 2016 at 01:30 am (local time) in a multi-stop flight for going back home to Italy. This flight was substituted by another flight the day after on 28th of July 2016 at 17:30 with a total delay of 16 hours. This brought me to a lot of problems especially because my health condition became bad and I can demonstrate it with a medical report. For this inconvenience I lost my connection flight in Amsterdam and I arrived home one day after losing my medical consultancy in my hometown and spending a terrible time all the journey duration. Moreover I was forced to buy another flight connection in Amsterdam to get back home in the shortest time. I am seeking for a refund now.
I am totally disgusted, upset and shocked with the Perth Garuda staff and there below 0 standard customer service with the lack of service I received when arriving in Perth on 29th August with my husband and wheelchair bound mother and then the unbelievable disgusting service I received from Perth office staff member ” Dominic” when calling and asking for a full explanation as to why I was left with 3 adults baggage (and hand baggage) to struggle with my elderly mother in a wheelchair when I had contact the Perth office on 3 occasions before my flight requesting aid .. If it wasn’t for the good well of other passengers helping me with luggage that I clearly couldn’t handle along with a wheelchair passenger I would still be left in the airport .. That alone is shocking but the customer service and disgusting phone manner I received from Perth office member Dominic after following up my complaint was unbelievable, I’m shocked and in disbelief that you allow a staff member question my mother’s health ??? Why I couldn’t handle 90 kilos plus alone and then flat out refuses to give me a point of contact to the state manager ??? He then informed me that he was hanging up on me ?? This is totally unacceptable shame on you perh Garuda after years and years of being a loyal customer this is how you treat people ???
I purchased tickets for a flight to Melbourne for the 31/08/2016 on the 11/08/2016 for 2 people and my ticket had the incorrect gender on the E-booking. The website failed to work and I failed to see a confirmation page when I booked, thus not being able to amend the gender error.
I contact customer service immediately and was told to ring.
I tried to contact the customer service team on the 13/08/2016 and the phone call was cut short by your attendant.
On 15/08/2016, I contacted again and was advised that I should cancel the ticket and book a new one with the correct gender, then claim for the cancelled ticket with a fee 100USD, which has later been dropped to 30USD.
I have since been trying to contact for my reimbursement up until the current date. I have been emailing weekly and have received very few responses and even less action. The customer service has been appalling and I think it is a disgrace that I have to pay any money to your company at all, never mind two tickets as it stands at the moment, or one ticket plus a cancellation fee.
I have never received such customer service in my life, it has been awful and I expect you to consider my case seriously and amend your errors above just giving me my money back for the cancelled ticket. You are clearly just trying to avoid my complaints until I give up and don’t intend to pay me any money back but I will not give up.
My wife and l have been visiting Bali on a regular basis for 20 years, and have mostly used Garuda airlines as our preferred carrier. On our recent return trip 4/9/16 flight GA728 on a 737 not the usual Dreamliner, the trip was the first really bad flight we have experienced.
Firstly on the outward journey on 13/8/16 the seats we had pre booked (forward of the wing was not retained for us, so after originally trying to seat us on a centre seating, they agreed to change us to a window seat. This we got directly on a wing, with very limited view.
On the return journey G.A.728 was the flight that caused most concern. The pre booked seating again didn’t happen. The plane was about 50 minutes late in taking of with no reason given.
The seat in front of mine, my seat being 35A, had a recline when the person in front sat down, pertruding approx 30mm in to my limited space on a 737. When it came to dinner, because we were placed in window seat in middle of craft there was only one option left, which was fish. In most restaurants fish is ordered by approx 20% of dinners, but you must of put the ratio of fish to chicken at 50/50, so needless to say neither my wife or self went hungry on the flight. The air hostess did offer us a crew meal, and apologised, even offering us a crew meal, but we both felt why should we deprive your crew,because Garuda got it wrong.
As l said earlier we have been using Garuda for 20years, we are both frequent fliers with you, and are used to far better treatment than we received on this trip. It does make me think why not use a budget air line, thereby saving money, and although you pay for it we would get the meal we want.
I was supposed to be flying from Denpasar to London via Jakarta on August 10th 2016 (Flight number: GA0653) when my flight got delayed by around 8 hours forcing me to board the 22:10 to Jakarta(GA 423) instead, this was when my Garuda nightmare began. I was assured by Garuda that although I would miss my connecting flight on Qatar airways from Jakarta to London they would take care of the rest of my journey. They didnt. Having arrived in Jakarta 8hrs later than we should have me and my two friends were promised a hotel so we could rest before our 07:45 flight(GA 86) DIRECT to London. It took the Garuda staff 3hours to take us to our hotel by which time we could only sleep for 3hrs. Their customer service desk was empty and when staff did eventually help us no one knew what they were doing, the manager had walked off and service was eye wateringly slow. Just to cap off the Garuda experience our 07;45 DIRECT to London took a surprise fuel stop in Singapore for an hour, why not. We arrived home 12hrs late, One of my friends almost missed a shift at work and none of us received the Qatar airways experience we had specifically booked! All in all Garuda have about as much chance of getting you somewhere on time as Liverpool have of winning the league..
Flight reference: 3H5LQF – Flight date: 23/12/15
My wife was diagnosed with Breast Cancer in late November – early December 2015. At the time we made a decision to fly to Perth Australia earlier than scheduled, early December 2015. Upon arrival in Perth my wife undertook all tests again and it was confirmed that she had a very aggressive Breast Cancer for which the Breast Cancer Specialist strongly recommended that surgery be performed immediate. Given the nature of the Breast Cancer she elected for surgery immediately, removal of the Breast and nodes was completed on the 21st of December 2015. At a follow-up appointment with the Breast Cancer Specialist we were strongly advised not to fly on the 28th of December, our return leg back to Jakarta.
Garuda Customer care (online bookings)
After supplying Garuda with all medical support documentation for my wife`s Breast Cancer issue Garuda agreed to refund my wife`s flight ticket, USD $875.22. However Garuda never honoured their commitment and did not refund the money. As per Garuda`s instructions if the refund was not paid I was to send another email which I did, but did not receive a response back from Garuda.
I therefore requested my wife formally complain in her native tongue. My wife made the complaint and again Garuda agreed to refund her ticket valued at USD $875.22. Upon arrival in Indonesia on the 22nd of August 2016 after ongoing Breast Cancer treatment in Perth she found that Garuda had not refunded the money as promised. Again Garuda has not honoured their commitment.
Garuda`s disrespect for women health issue
At this point in time it is obvious that Garuda has very little sympathy or respect for women health issues, certainly Breast Cancer suffers. Where a women losses a Breast to Cancer, then a airline carrier agrees to refund her flight on ground of compassion, but then reneges on their commitment is nothing short of sicking.
Certainly, such disrespectful behaviour from airline carriers from Western/developed countries would provoke outrage, not only in the offending country but throughout developed countries as a whole.
My booking reference : 2BG53B
I was supposed to travel from Abu Dhabi to Jakarta at 3:00am on 9th of Sep. And when I went to the airport my ticket wasn’t showing on the system. I’ve been calling Garuda since morning. And no one has yet given me an answer. All they have been telling me is wait and we will call u back. I’m losing time and money and I’m exhausted since I didn’t catch sleep yet. I’m really disappointed with Garuda’s unhelpful customer service. I’ve been calling and kept on hold for hours.
I flew with garuda Indonesia from Singapore to London Heathrow on September 1St 2016. I was very unhappy with the quality of food and beverages that was available whilst flying 13 hours. I did not have a choice in what food I had to have as there was only chicken left and I was only given a small drink twice during the flight.
Upon arrival at Heathrow airport we were informed that there was a problem with the aircraft baggage door and that we would be delayed in receiving our luggage, this lasted for an hour which caused me great distress as I was extremely dehydrated and unwell. After an extremely long day and flight I was absolutely exhausted and it being so late in the evening I didn’t have time to get anything to eat after the delays.
Once we had received our luggage I quickly made my way to my hotel so that I could get some rest. When I arrived and tried to get some clothes from my luggage I noticed that the strap on my backpack (to tighten the shoulder strap) had been cut. It is a clean cut, not ripped, like someone has used a scissors to do it. I am 100% certain that this has been done by one of your staff on the flight from Singapore to London. It is a brand new backpack that I bought to spend some time travelling and has been with me from day 1 so I know that this damage was caused on this flight. I am now unable to loosen my strap as the cut is right by the buckle. My strap is too tight therefore this backpack is now useless to me.
Overall with the delays and damages I have had the worst experience of an airline ever and will never be returning to use Garuda Indonesia. I hope this is investigated as it is clear that a member of staff did not care for my personal property in the professional manner they should have.
We claim compensation relating to flight X4STPL which we booked from London to Denpasar Bali, Indonesia on 29 June 2016.
The flight was canceled and now we had to changed the flights and have an additional stop and longer travel hours. We we booked and paid the flights to have less travel time and stops. Due to the flight cancellation, we have paid for flights which we have not agreed by the time of booking. I am very disappointed as I had to find out by myself that the flights were cancelled.
The problem was not based on exceptional circumstances or act of god.
Due to the increase of travelling hours and the air distance between the airports we have the right to be compensated.
After making reservations in February for an upcoming December trip, I got an email from Garuda saying one leg of the schedule had changed. From Makassar to Denpasar instead of departing at 15:35 it changed to 7:55 throwing off all my other reservations. $600 later the other reservations were changed, and I learned that I had to call Indonesia to change the GI flights – US GI could not do it. Total cost to sit on hold 3 times and deal with the agent was a $115 phone bill. Thanks Garuda Indonesia for costing me over $700 with your schedule change and an extra day of travel. I explained the problem and cost and all I got was “we’re sorry”. I strongly recommend NOT flying with this airline until they get a US office that can actually do something to help.
We are a couple that travelled the 1st of september from London Heathrow to Jakarta, and then from Jakarta to Denpasar-Bali.
Both flight had been late and our luggages are lost. We have everything in the luggage and now we are in the hotel and can’t have a shower. We can’t go out, we can’t wear any dress and cant even take medicines. Basically we can’t do anything and GARUDA INDONESIA gave us a PIR (Property irregularity report).
We are really frustrated and unhappy for all this mess. I already did a complaint through the live chat and they gave me a complaint reference number but anyway instead to enjoying Bali we will be in the hotel as prisoners.
My family and I (husband, 6 year old son and I) recently travelled from London to Bali to London on Garuda. Our journey there was pleasant and I was very happy with the airlines. However we had a few issues on our journey back.
1. when travelling back our flight from Denpasar to Jakarta was on 29th August night. We reached around 11 pm and were asked to take a shuttle from the domestic airport to the terminal for our international flight. When we got to the international terminal, we were told we couldn’t enter the airport as our flight was at 7:45 am the next day and we could only enter 4 hours before. In a transit, I didn’t expect to be outside the airport at night with nothing to do. We were in an enclosed building with ac but the ‘wooden’ benches were hard to sit on and had cockroaches! I tried to speak to the Garuda customer service at the airport who were quite unhelpful and one of them almost rude.
2. Our ticket read – Denpasar/Jakarta/London. When we finally got inside the airport at 4 AM, we saw the board indicated our flight no with the destination of Singapore. One of the airport staffs (not Garuda) said there may be a mistake on the board. Around 7:00 AM when the announcements for boarding started it still said Singapore. When we enquired just before boarding, we were told that none of the Garuda airlines flights fly directly from Jakarta to London but are via Singapore. I think this is simple information that should be provided to customers when booking the ticket so they can make an informed decision about their travel plan. This is particularly so when one is travelling with a 6 year old.
3. We requested our meal plan to be changed at Denpasar before flying for the main leg of the flight (Jakarta to London). The check-in counter said we need to do it at check-in at Jakarta. At Jakarta, they told us it should have been done a day earlier. Finally we persuaded the person at the counter. She confirmed that the change had been made. But in flight they had no information so our request couldn’t be fulfilled.
The only blessing in the return journey was the in-flight staff were very nice and tried to help as much. However this lack of information created unnecessary anxiety on the way back, especially because we were travelling with a 6 year old.
Your staff put a last call on the flight ga839 and many passengers were running to the gate. The gate was not even open.
Mr Zakalia was in charge but missing from the gate desk.
I recommend that the gate staff (garuda) apologise to the waiting passengers for the m8xyp in the gate information.
They said it was not their fault. I said that it had your airlines name and you are garuda. No information was given.
After the farce with Garuda changing our flights and us calling daily, we hoped our flights would be ok – wrong. I requested vegetarian meals for me and child meals for my toddler months in advance only to be told on 2 out 5 flights, that there is no food for me and 3 out of 5 that there is no meal for my child only baby jars. The jars were for 6 months old babies, my child is 15 months and eats proper food! The ground staff in Bali were unhelpful and I was passed from person to person trying to sort out food for my child! The flight staff were fantastic and found a spare childmeal on one of the flights otherwise we had to feed the baby from our meals. Not a happy family after 19 hours of flights and a starving baby!!!
Booking ID: 595488835
I was flying from Denpasar to London on 10th August 2016, with Garuda Indonesia flying me from Denpasar to Jakarta (Flight Number:GA0653). This flight was delayed subsequently leading to me missing my connecting flights home which were going to be with Qatar Airways. The Garuda Indonesia customer service staff stated that i would arrive back to London later but on a direct flight from Jakarta to London. The customer service staff provided me with incorrect information, the flight in fact stopped in Singapore before arriving in London.
I found this both frustrating and stressful because it meant that I arrived in London over 12 hours later than i expected, interfering with travel plans I had made from Heathrow and leaving me with little rest time after the flight before work the next day. I was also disappointed because i was expecting to fly my long haul flights with Qatar Airways, which I had specifically chosen and paid to be my flight carrier.
I booked a return flight from Singapore (9th – 13th September) to Denpasar, Bali (flight #843 and 840). I received my booking confirmation and e-ticket saying that the price had gone up during my booking process (which wasn’t more than 5-10 minutes). The email stated this, but then said that the original price would be honoured, so they deducted the extra charge of $35.56. So the grand total for 2 return flights to Bali was S$974.06.
Then a few hours later I received another email saying that ‘we are unable to proceed with your reservation as the quoted fare SGD974.06 is not valid and the airline has auto cancelled your reservations’. You just bumped me off the flight, after I had received my confirmation and e-ticket… how can this be possible?
I am disgusted by the way I have been treated by Garuda- being confirmed on a flight, then being taken off this flight because the price went up during my 5 minute booking process!! Now i have been charged SGD$1,700 for my flights to Bali due to late purchase of tickets, which is entirely Garuda’s fault! I want Garuda to pay me the money that they made me miss out on (SGD725.94) due to their unorganised and faulty booking system.
I am Mr Dennis living in Medan and I am loyal flier of Garuda Indonesia. I was very disappointed by the in-flight service of Garuda:
1. Our flight was from Jakarta (CGK) to Medan (KNO) on Sunday, August 21st, 2016 with flight GA 196. My booking code was 2RSXT3. The first schedule was supposed to take off at 19:45, but finally the aircraft took off at 21:13. The delay was very long, but we did not get any refreshment. Secondly after we went on board (the plane did not even begin taxing), we asked for a blanket for my mother who was not so well and one flight attendant answered us that the blanket was over. But after that some passengers sitting behind us also asked for blanket and we saw them get from another flight attendant.
We deeply regret using the services of Garuda.
2. Flight from Medan (KNO) to Jakarta (CGK) with airline GA0181. My booking code was ZMIQSL. For this I was flying business class (Class I).
Flight schedule was supposed to be at 5:20 am but the new plane finally took off at 07.30 am. Delay occurred more than 2 hours but again we did not get any refreshment at all. We all passengers already went on board around 5:10 am, but around 06:00 am we were asked to get off the plane and brought along with our all hand luggages and then at 07:15 am we were then allowed to reboard, then finally the aircraft took off at 07.30 am.
Again I am disappointed with Garuda Indonesia not providing an explanation and compensation to passengers in accordance to passenger rights.
Garuda is a member of SKYTEAM and should give priority to passenger satisfaction.
Reference Y3EXTG.
My original flight from LHR to Sydney was meant to be on the 29th September and was timed perfectly with hotels already booked, finished my last day just before and transport to the airport pre booked. However, this has now been cancelled and I have had to spend more money, time and effort in to rearranging my flight to the 27th September.
Myself and wife are emigrating to Australia permanently and with the stress of moving our entire life, this was an added burden and again spend more money on extra hotel days and to rearrange transport down to the airport!
Furthermore, I have seen on the internet that other airlines automatically offer customers 40KG of baggage per person plus 10kg of handheld luggage that are emigrating permanently.
Thus, what I am eluding to is that as a courtesy gesture and to remain competitive with your competitors is to match their offer of 40kg of baggage and 10kg of hand held luggage, also as a courtesy gesture due to cancelled of flight of a lifetime for myself and wife to prepare to hopefully live our dream in Australia.
Having read reviews about Garuda Indonesia I have only seen favourable evaluations of customer satisfaction and I am sure you will do the right thing in these circumstances.
On my flight back from Jakarta to London (GA086), stopover in Singapore, I got food poisoning on the board. I have felt in perfect health prior to the flight and had not eaten anything prior to it. After eating the poisonous meal, 2 hours into a 14 hour flight, I started violently vomiting. Stewardesses instead of helping me, kept getting angry with me and kept sending me back to my seat. Even after I have passed out, due to severe pain and cramps in my stomach they didn’t seek medical attention. Luckily, there was a doctor on board, who eventually helped me and eased my pain for the duration of the journey. They kept claiming that it couldn’t be there food, but interestingly another girl on board had falled sick, almost immediately after I have. She also needed medical attention.
This is a disgrace and I have almost died due to this. I demand some sort of explanation for this fatal mistake and demand this to be investigated, as clearly the airline is endangering lives.
I am still not updated as to where my missing bag is, it went missing on a flight from DPS to Jakarta, Bag number GA871718, reference number GKT LLGA151715. Airport staff located the bag the evening of the 15th but instead of holding it for us as we requested since we were leaving Indonesia on the morning of the 16th, the sent it to the hotel that we had already checked out of, they called the driver who said he couldnt return to the airport, I was told it would be forwarded to Jeddah on the 17th and delivered to my home, they were given 2 mobile numbers, an email address and home address, we still have no update, calling the office in Jeddah seems pointless, we were given a number to whatsapp and they read messages but NEVER reply. I am furious, I need my, bag and no one will reply. Comments on Instagram and Facebook are ignored, calls are pointless.
I am writing regarding issues we had while making our journey from Sydney to Amsterdam with Garuda Indonesia.
Date 20/7/2016
Firstly we flew from Sydney to Bali on flight 715 @10.25am 20/7/2015.
Our flight was late taking off therefore, sat on the runway for over 1 hour. We arrived at our hotel with no luggage. We were told we would receive our luggage the following day but did not receive for 3 days. We finally received our luggage at midnight. It was disgrace how first 3 days we spent with no luggage, no clothes with just empty promises from your airline.
We continued our journey from Bali to Jakarta flight garuda indonesia 421 @7.55pm. We got a connecting fight from Jakarta to Amsterdam flight 88 @10.30pm. Our flight was delayed from Jakarta to Amsterdam by 2 hours.
We had a connecting flight from Amsterdam to Dublin and therefore missed that. We had plans for our families to stay in a hotel in Dublin and had to cancel and lost out on a lot of money. This was a major inconvenience to us and our families who had to book days off work in advance. This as you can imagine was very upsetting. Us and our families don’t have a lot of money so we we absolutely devastated.
We arrived in Amsterdam at 10.30am 30/7/2016. We were handed 2 voucher to attend a lounge while waiting for connecting flight which was not until 5.30pm (7 hours) later. We went to garuda help desk and no one was there for help. We walked about with 5 bags of luggage with nobody to help us check in. This is a disgrace after a long flight. This is unacceptable as 2 paying customers to be treated like this. I dont think its acceptable. We were tired and couldn’t get a shower because of lack of help. We are very unhappy with all of this. Firstly with 3 days of our holiday with the baggage and secondly the way we were treated when we missed our connecting flight. We are unhappy customers.
I travelled from Denpasar to Melbourne on the 11 august 2016 flight no GA718 seat 44G this was the worst experience l have ever encountered
From the very beginning the area was freezing cold I complained many times and the flight attendant smiled and said she had reported this to the the purser
I requested several blankets but this still did not help the cold conditions we experience wrapping scarves around our faces to stop the cold air pelting down on us
My companions and people around us complained as well
The other areas of the plane were very comfortable when I walked up the passage trying to get some warmth
My question is why wasent there an outlet above us to redirect the air away from us normally there is an outlet and a light above
Subsequently I returned home feeling very unwell have been to the doctors and was told I have Bronchitis on antibiotics haven’t been able to go back to work 5 days later and still unwell and unable to return to work
I have travelled on many different airlines in the past this was my first on Garuda and travelling over to Denpasar I could not fault the flight but would certainly be considering not to fly with this company again
Look forward to hearing back from your company
Flight GA0086
We sadly experienced some appalling service from you at Garuda Indonesia on our return flight back from Bali.
This nightmare all started when we received an email stating that our flight had been changed from 7:45am from Jakarta on the second leg of our flight to 10:20. I received this email the day before we planned to travel from Bali on the friday at 21:40. We had booked into a hotel at the airport so we won’t be late getting there for departure.
I had an extra leg room flight from Bali to Jakarta and had one for the very long leg from Jakarta to London.
That evening I received another email confirming the flight details and change, so we went to bed. Only to awake another email received at 11:58pm stating that the flight had been changed back to the original time!! This was obviously to late to be sending an email for those who were in bed and by the time I read the email it ws to too late to be through customs & on to departures.
We were very confused how this had happened and when directly to the Garuda Indonesia help desk where they were very unhelpful, I appreciate there is a language barrier but a simple apology and an explanation would have been nice. So from here we were taken to a tidy very hot room where no explanation was given, we only found out what had happened from other tourist on the flight who had missed the flight also due to this very unprofessional service. Eventually we were told we had missed our flight and that they would book us new flights home but with a different airline, this was great and good news for our ears.
Our flight should have taken us home for 18:55 Saturday evening and direct, the new flights were getting us home sunday morning and we had to go to Singapore! Not great for the jet lag and me being 6′ 4” with no extra leg room.
You sent us to a hotel for lunch, very nice of you but you only allow 150,000 for lunch and a drink in an expensive hotel restaurant, so we ended up having to pay extra to get a nice drink etc. we had to get a long taxi/bus to hotel 30 mins away and back, checkin for new flights which I was promised extra leg room which I had on my original flight, guess what I didn’t get it.
Then once at Singapore we had to run to check-in and to gate to catch flight just in time after you gave us 1 hour 20 minutes until next flight, which I was promised extra leg room and guess what I didn’t get it.
Then we get to London Heathrow at terminal 5 and our car was parked in terminal 3, so we had to get a 2 trains and a bus just to get to our car which took over 2 hours.
I do appreciate you booking us new flights but all this should not have happened, it is not acceptable to change a flight in the middle of the night and expect people to know, we were at the airport and arrived at 7.30 but the plane did not wait for us and your staff were not the most helpful in this very tiring situation. I really enjoyed our flight out and I am so disappointed you did this to us as I really rated your airline highly.
I am writing regarding issues we had while making our journey from Sydney to Amsterdam with Garuda Indonesia.
Date 20/7/2016
Firstly we flew from Sydney to Bali on flight garuda indonesia 715 @10.25am 20/7/2015.
Our flight was late taking off therefore, sat on the runway for over 1 hour. We arrived at our hotel with no luggage. We we told we would receive our luggage the following day but did not receive for 3 days. We finally received our luggage at midnight. It was disgrace how first 3 days spent with no luggage no clothes and promised it everyday from your airline, not good enough.
We continued our journey from Bali to Jakarta flight garuda indonesia 421 @7.55pm. We got got a connecting flight from Jakarta to amsterdam flight 88 @10.30pm. Our flight was delayed from Jakarta to Amsterdam by 2 hours. We had a connecting flight from Amsterdam to Dublin catch and therefore missed that. We had plans for our families to stay in a hotel in Dublin and had to cancel and lost out on a lot of money. This was a major inconvenience to us and our families who had to book days off work in advance. This as you can imagine was very upsetting. Us and our families don’t have a lot of money so we we absolutely devastated.
We arrived in Amsterdam at 10.30am 30/7/2016. We were handed 2 voucher to attend a lounge while waiting for connecting flight which was not until 5.30pm (7 hours) later. We went to garuda help desk and no one was there for help. We walked about with 5 bags of luggage with nobody to help us check in. This is a disgrace after a long flight. This is unacceptable as 2 paying customers to be treated like this. I dont think its acceptable. We were tired and couldn’t get a shower because of lack of help. We are very unhappy with all of this. Firstly with 3 days of our holiday with the baggage and secondly the way we were treated when we missed our connecting flight. We are unhappy customers.
Ciara Roche
My flight was from Pekanbaru – Jakarta on 14 Aug 2016 GA199 time 18.35 GFF Platinum no 138521692. On 16.45 I get sms from Garuda Indonesia that flight no GA199 will be re-scheduled to 20.55. When I reached the airport at 20.15 to get information, was told the flight GA199 is re-scheduled again to 22.30.
The last update was not received in SMS or call. Also, why so many delays? Not at all happy with the way things are going. Very unhappy flier.
I have spoken with your office several times and submitted all of the information necessary to receive a refund. Why am I now being asked to submit my credit card details again over a non secure connection?? This is unacceptable customer service.
Hi, I got a confirmed booking on Garuda Indonesia on flight GA821 dated 1st August, 2016. My confirmed seat no is 30A however I was given a seat no 29J instead. What is the point of selecting seat and receiving a confirmation email that my seat is confirmed when it has been given to other passengers??
Myself and my friend booked our flights to Kuala Lumpur in February through a company called GoToGate. Today we received an email telling us our flight had changed from 11.05pm to 9.10pm from Heathrow. This new flight would make us miss our connecting flight in Jakarta. This was strange as the flight we had booked was at 12.25pm from Gatwick. When we phoned the Garuda Airlines they told us that the flight had been changed once in February but it was the travel companies responsibility to tell us. They then proceeded to tell us it was not their problem that we miss the connecting flight and that we had to sort with the company. The bit that made me more angry was the fact that the man we spoke to originally was very sympathetic and said that they would look at changing the connecting flight and arrange overnight accommodation if we had to stay overnight. When I phoned back an hour later, the woman was incredibly rude, incredibly unsympathetic and was the worst customer service representative I have ever spoken to. I will not be choosing to Garuda again!
Very disappointed with the business class lounge. None of the ac’s were working. I’m dripping in sweat in a suit. The WiFi was extremely slow if worked at all. The glasses for juice were as hot as coffee. The sodas were warm. I placed a cappuccino down with sugar and spoon then went to get food, and the cleaners took my sugar and spoon away, leaving the full coffee. This is far from a business class lounge.
July 29, flight GA414, 14:40 JAKARTA TO DENPASAR.
Had I known this, I would have never left my hotel room early to sit in a hot sweaty lounge with poor WiFi.
The so called “business class” lounge operated by the airline is absolutely disappointing. The food is bland, tasteless and I would suggest that has sat in the tureens and assorted pots for quite some time. The cakes, sandwiches etc I am sure would provide you with Bali belly if you venture anywhere near it. The drinks that are available are very limited and any drink one has to ask for, must be like some errant child that needs to be monitored. Air conditioning, it was like the furnaces from hell. Needless to say I drank my monitored wine and left. But I think that is EXACTLY what Garuda wants. No one using the lounge which would save money, time and energy. GARUDA if you want to be considered a true international airline lift your standards to those of say, Etihad or maybe Emirates.
I am one of the passenger affected by Heathrow’s mess on the 20th of July 2016. All passengers baggage were left there and we were told to wait because Garuda will sort it out including send them directly to the passengers as soon as they arrived in Jakarta. I was told that they sent my baggage to Holiday Inn on Monday the 25th, after I told them to put the address only for contacting me in case they can’t get through to my phone with UK number. It wasn’t my permanent address. Obviously. Without any confirmation they sent the baggage to the hotel, after my brother in law specifically told them not to. Someone in Holiday Inn then received it – so they received something that does not belong to them (I already checked out the day before). Also, Garuda’s staff who responsible to deliver the baggage safely, failed to make make sure that the baggage had been received by the owner. They just left them there in the hotel.
What is left is for me to sort it out, ringing around all sort of different numbers including to Garuda in the UK. All just for being told to ring the lost and found department in Sukarno Hatta Airport which is very rarely attended. It will be left ringing for a while then cut off by itself or always busy with a voice of a nice lady telling us to ring again later. What a waste of time, money, and effort. I still haven’t got my baggage even though Garuda stated they have them (the query in the contact centre has been marked as “baggage has been found”) and Holiday Inn confirmed to me that Garuda has already picked them up at Tuesday the 26th of July 2016 around 11 pm. I just managed to get hold off one of the customer service in lost and found after hundreds of attempts and was told that they don’t have my baggage and will contact the driver who picked them up at the hotel. I consider that my baggage has been stolen by Garuda’s staff.
Me and my wife flew from Bali to Jakarta last 19th of July 2016 with flight no. GA415(17:30). It was the worst flight that we have taken so far. Garuda facilities are no doubt very nice and modern but our concern is regarding the crew. First my wife is pregnant and we give the letter from my wife’s doctor to the check in counter and goes to standard procedure together with some form to be filled up for pregnant women and after that they asked us to show the form to the gate when we are about to board on the plane. When we reach the boarding gate the ground attendant ask for boarding pass and passport and we give it to her and I am also handing her the form we have filled up and seems like she is pretending not seeing the paper and after three times she finally gets it from me and guess what, she didn’t even give a glimpse on the form and just put in somewhere like paper trash. Then after that we go to the plane and check our seat and its surprisingly far the lady from check in give us the last seat, maybe she wanted my wife to exercise? 49E and 49F seriously? that’s the very last seat, and when I go to toilet blankets are just scattered on the floor at the back of the plane so after couple of minutes I asked the cabin crew if I can have blanket for my pregnant wife because it is a bit cold and the answer is “sorry all of the blankets are finished”. I am looking to the people near us and see many haven’t even opened it.
I thought flying with a so called 5 star airline will give us comfort if not for me at least for my pregnant wife. Treatment is not equal and some of the cabin crew dont even know how to smile? I have no complain regarding the facilities of the plane for the record but just the lack of poor training and customer service.
We were flying Garuda GA 089 from ams-Cgk on the 21 July 2016. About 5 members of our family was seated in business class. Row 6-7 GK. A harrowing experience we had! 1st time we had to deal with such an arrogant and unpleasant crew. No nobody cared to ask about baby bassinet for our infant, not even a bed or blanket. The way they interacted also was very rude.
For meals, not even asking whether any drink or snack is required. I asked what is the menu for our kids? “Oh the chef is still sleeping, i will ask later” we were shocked! Very very poor service! And we need to deal with awkward situation for 14 hours. This is the worst service experienced ever. I had the name of the girl who work in our aisle, her name was Nola. Very unpleasant! I hope i will never seen her again. I dont mind if i flew low cost airlines and had such experiences, but for Business class? This is the best cabin crew for the airline had? Shamed on you Garuda Garuda need to review the service from now on.
I am a gold member for Qantas, silver for Garuda, my husband is platinum, and you won’t allow us to take one guest into the lounge in Perth whilst waiting for Bali flight, that to me is appalling for one who is incredibly loyal to your company.
We took a fight from Melbourne to Denpasar GA719 on 11 July. While collecting our luggage upon arrival at the airport we realised my daughter had left her phone in the seat pocket on the plane and I had also left behind my reading glasses. We notified baggage claims straight away and they informed us nothing had been found on the plane. I find this hard to believe or they didn’t even ask someone to check our seats. The plane had only landed 20 mins prior and cleaning staff would have been on the plane. Very very disappointed in Garuda staff.
I took a recent flight from Cairo to Bangkok. The area where I felt Garuda needs to emphasis is their handling of baggage. I lost my baggage when transfer from Cairo. My final destination was Jakarta. Flight number being GA 867 and date July 17. Not happy at all. The airline needs to take responsibility.
I need to claim money back for the extra hotel, taxi and other costs i had to make due to your system failure. I couldn’t go on my flight June 29th because you sold my seat to someone else and I could not leave the country. It took me 3 days to arrange a way back home and I am very disappointed and angry about the way your people treated me .I had to hire many people to do the work i was supposed to do. And I have had no helpfull help, only sending me from one office to the other. Not happy at all.
For 25 years i have flown only with Garuda Indonesia mostly in Business Class. Today i was refused entry into Garuda VIP Lounge. I am even a member of Ferrari Club. This dint seem right for a flier who has been loyal to Garuda Indonesia all these years. I will look for other airlines from now.
I flew with GA7049 earlier today (23 June 2016) from Lombok (LOP) to Bali (DPS), and was sitting in the last row of the ATR 72. Midway to Bali, a noticeable smell of someone smoking cigarettes entered the cabin. This happened about time 06:58 am. Both flight attendants were busy picking up snack-boxes, and nobody used the restroom during the flight. As I was sitting in the last row, I would have noticed this.
I fly with Garuda on a monthly basis, and have experienced this on two other Garuda flights, which I have reported back via customer service. This is very unprofessional and unsafe. I have sent a complaint to both Garuda and Skyteam. This is now the THIRD time this have happened to me on a Garuda flight in the past 1.5 years.
I would like to complain about the service of Garuda which claims to be a 5 star rating, what myself and my partner (first international flight experience to be noted), experienced was nowhere near 5 start service or a 5 star rated economy class.
The flight was from Sydney to Jakarta on 11 June on flight GA713
My issues are as follows:
– the seats were uncomfortable, leg room was poor
– on board entertainment was old, outdated and the screens were small
– no USB charging facility on the seats. Our first connecting flight from Wellington was with Qantas and they even had better on board entertainment and USB points on their screens
– Indonesian option for food ran out. How is this possible for the national carrier to run out of the Indonesian food choice? To make things worse the flight wasn’t even full, so I would expect to have the full choice for everything
– My pre-booked seating changed from my initial request when I reserved the seats in row 30, when I did the online check in the seats changed to row 40. I would expect the system to hold my seat if I requested them during my online check in on 27 May.
– Checking in at Jakarta on our departure was unpleasant as the check in operator did not check the bags all the way through to our final destination, Wellington, this caused major problems for us in Melbourne and Wellington as the bags did not arrive. This matter was taken up separately, but the check in operators should be trained better and should know how to check baggage all the way through to final destination.
I trust Garuda Indonesia takes these matters seriously as myself, friends and family will never be on a Garuda international flight again due to this extremely poor service and very bad experience. Garuda Indonesia have a long way to come to compete with Emirates, Etihad, Qatar, Air New Zealand and Qantas.
Your business class lounge is Bali is one of the worst lounges I have had the misfortune to visit. The food is appalling and unappetizing and tastes like it has been there all day. I refuse to eat it as it looked and tasted off and revolting. There are no dietary requirements such as vegan, gluten or vegetarian for those who have those requirements.
The lack of air conditioning makes the experience less than comfortable and for a alleged business class lounge it will rate a 0 (zero). The whole experience is appalling and this is the same opinion of the 8 people sit around myself and my partner. Lift your game or we will look at flying with an airline that knows how to look after their clients.
I am currently working and living on a remote island in West Papua and fly between Bali and Sorong regularly with Garuda for work and personal reasons. On 4/5/16 I was booked from Sorong to Bali via Manado to meet friends from Croatia on their last night in Indonesia.
Original :
04MAY/SOQ MDC/1350 1415/GA 0471
04MAY/MDC DPS/1545 1810/GA 0625
I was informed several days prior that the Manado connection had been cancelled due to operational reasons and that I would either have to change my dates or overnight in Manado.
Due to my remote island location and lack of ferry service I can only travel on Fridays to Sorong.
All flights to Bali were already booked out so I was forced to stay in Manado overnight as a guest of Garuda Indonesia.
This meant that meeting my friends in Bali, which was my main reason for traveling was now not possible. I was very upset at this but decided to travel to Bali anyway for a break from work.
I was assured that all my meals and accommodation would be paid by Garuda and transfers to and from the airport would be organized.
The Garuda staff in Manado airport were very helpful and already were aware of my situation when I arrived. So far so good.
On arrival at the hotel i was told that i was required to share a room with a complete stranger who was also on the same flight as myself. After much negotiation and waiting we were finally told that we had our own rooms confirmed by Garuda and that we could check in.
I ordered 2 meals during my stay. The next morning at 06:13am upon check out I was told that Garuda only covered meals to a value of Rp80, 000 and I would need to pay the difference of Rp463.290 .
The cheapest item on the entire meal menu was Nasi Goreng and that was a Rp100 000. How is this reasonable service?
I was forced to Pay the bill before i could leave for the airport to catch my flight, which I was told had been delayed by 2 hours.
So in summary –
1) My main reason for traveling was ruined because Garuda cancelled my flight.
2) I was forced to spend overnight in Manado and expected to share a room with a complete stranger.
3) The meal allowance did not even cover the cheapest meal on the hotels menu.
4) I was not told about the Rp80 000 meal allowance prior to ordering food and was forced to pay Rp463 290.
5) My hotel in Bali for the 4th of May would not refund the lost days accommodation due to the cancellation of my flight.
6) The next day my new flight was delayed by several hours because the plane was still in Jakarta, so the meetings I had scheduled due to my original flight being cancelled were forced to be cancelled.
On the 13th of july 2018, me and my 2 children were on the airport of Hongkong, to take flight SU4098 to Jakarta. Our flight got cancelled and we had to stay in Hongkong over the night. We got a hotel room and food, but we were only a day later in jakarta. So it took us one day of our holiday.
With the way back from Jakarta to Singapore, I found the service of garuda at the check-in counter very disappointing. We did not get all boarding passes, while I’m used to getting all boarding passes at the first check-in desk. This while my flight from singapore to heathrow london had only one and a half hour transfer time. Furthermore, he could not send all my luggage to the final destination of my ticket, which I thought was very strange. He was very slow and continued to make phone calls with someone, while at that moment I was in a great hurry to catch my plane.
when I arrived at the Singapore airport, I went straight from my arrival hall to the departure hall. I did not know where to get my boarding and I assumed that if I went to the gate quickly, they could help me there. Nothing was less true.
Arriving at the gate at 22.30 they told me that I was not checked in and that I had to have a boarding pass, but that there was no time for it and I would not be allowed on the flight. Nevertheless, I immediately walked to the check-in desk, where I was not received anything but friendly. It was 22.45 at that time and my flight only left 23.15, so half an hour later. They told me there that the desk for a boarding pass closed one hour before the flight would leave and that I could not get on board anymore. The outward time to get a boarding pass was 22.15, I could never get that if I had arrived in the right departure hall at 10.30 pm.
There I was with my 2 year old daughter. I went to the information desk at the airport and explained my problem. I burst into tears because I no longer knew what to do now that my daughter and I were not admitted to the flight. There we found out that Garuda had delayed from jakarta to Singapore for half an hour. So we arrived at 21.36 instead of 21.05. It is impossible to arrive at the check-in counter at singapore airport at 22.15 from terminal 3 to terminal 1 if you arrive at 21.36. That’s 39 minutes. This of course never would have happened, if the man from the check-in desk of garuda in jakarta had given all boarding passes.
They tried to help us, but in the end the only thing I could do was sleep with my daughter at the airport and see the next day how to solve this. We slept on the floor all night and the next day I went directly to the information desk. The woman there, had already heard about us and therefore knew the problem a bit. Eventually I spent hours with my little girl at that counter and nobody could help me. Garuda blamed british airways, british airways blamed garuda, and the travel agency that sold me this connecting ticket blamed the airline companies. In the end I spent 27 hours with my daughter at Singapore Airport. It has been a hell.
Eventually my father got it all done, that the travel agency arranged a replacement flight for me. I cried out of relief that me and my daughter could finally leave. I was really hopeless all those hours at the airport and thought I would never leave. It is really terrible if you are not admitted on your connecting flight, without you being able to do anything yourself. All this could have been prevented, if the man at the check-in desk of garuda in jakarta, had just given me all the boarding passes. Perhaps it could also have been prevented, if the flight from Jakarta to Singapore by Garuda Indonesia had not been delayed by half an hour.
With all this I want to make a claim for damage compensation. I think that garuda has responsibility in these situations and hope that there is understanding and a suitable solution will be sought.
First of all I want to say I had a great time flying to Bali from Sydney, however the return trip with Garuda was very disappointing. Return flight time 11:30pm from Bali to Sydney. My wife and I were at the check in counters and our luggage’s were only 2 kilos over the limit. The person at the check counters kept saying “don’t worry I help you” he repeated this 5 times before we understood he wanted a bribe to keep our bags under the limit. He requested $200 rupees or else we would have to pay excess baggage charges. We told him to get lost and we will take out the 2 extra kilos of weight and take it as carry on weight. He then forcefully put our bags through so we could not remove our excess weight items. He said he will meet us at the flight boarding gate number 7 to get his money. At 30 mins prior to boarding he approached me and my wife again to request his fee. After such a nice honeymoon your stupid corrupt staff ruined our honeymoon trip. How can your staff be so corrupt. It’s disgusting. Please investigate this matter. You can check your records with my name to see who checked in our baggage’s and find the corrupt staff member.
I travelled from Jakarta to Singapore in GA0836 flight leaving Jakarta at 1445 hrs on 27th May with ticket no 126 2478921086.
I booked online and placed online request for Veg. meal. My boarding pass also had “Special Request” printed on it. However, I am told by the staff in the aircraft that they have no intimation and they even showed some print out on which they do not have any name of mine with special request!. Could you ensure this sort of communication gap does not happen in future.
My Booking Reference : 5MFVRJ
Just now I received news that my flight GA 418 which was supposed to fly on 1830 suddenly is being changed to 2120!! Reason behind this delay is due to technical causes. Apparently some event in Malang has occurred causing flight to Denpasar being delayed!
I am very very upset and disappointed and angry with Garuda Indonesia and all your customer service staff that are not professional. Offering me to fully refund the airfare! CAN YOU REFUND MY HOTEL TICKET EXPENSES AND MY CAR RENTAL EXPENSES!?? Stop thinking about yourself Garuda Indonesia!! I was supposed to travel with my 3 year old and 5 year old child.