The way I have been treated is unfair and I have now lost money and cannot see my family because of Garuda Indonesia’s lack of communication and unethical money driven practices. My seat was recently cancelled for the 3rd time since the start of August. Not only was it once again cancelled but I was told 24 hours in advance and the reason was due to the Australian government restrictions which were put in place OVER ONE MONTH AGO. This airline need to manage their flights better and tell customers when they EXACTLY HAVE A SEAT!! By the looks of it they are bumping people off flights if someone else pays more. I had travelled from a remote island in Indonesia to Denpasar airport just to be told my seat was no longer available and there was nothing they could do. The travel time took 3 days and 3 nights and over 200 Australian dollars of travel expenses, and the next flight available is in 2 WEEKS which will cost me even more in layover time. My original booking was made in June 8th for a flight on the 6th of August and I STILL waiting and heavily out of pocket. Don’t book with this company, they will take your money and only offer false promises!
Was my favorite airline. But not anymore after refusing to refund any money when they cancelled the flight. Oh I’m sorry yes they were happy to partial refund after they charge $250 per person for them to cancel. They are thieves and frauds. Lost my business Garuda and that if my friends. Will go back to Qantas and Jetstar at least they refund your money. Good luck in the future Garuda as you will need it.
Terrible service no refund only credit for a flight they cancelled. Couldn’t even get a partial refund. Other airlines are being fair and a few people have ground them down and got total refunds but it’s a battle.
Disgusting That this airline will not refund your money if you did not cancel. They will refund you but charge you a $250 cancellation fee when you did not cancel and they did. Why should the customer be charged a fee that is not their fault very disappointed. Never again Garuda you have lost my business Qantas and Jetstar here we come.
Disgusting treatment for customers, enforcing a cancellation fee before giving a refund. Never will my group of 8 travel with them again. I have flown at least 10 times with them. In the future we all will be flying with another airline.
Garuda is refusing to refund its consumers their hard earned money. They are misleading their Conditions of Carriage and refusing to refund. It is unethical. Also, they are completely unprofessional and asking for personal banking details via email!
DO NOT FLY WITH GARUDA INDONESIA! They are holding credit for flights that they cancelled and not giving us our money back. All other airlines are now 'doing the right thing' however this airline continues to hold our money. Help us by never choosing to fly with this airline ever again! We frequently traveled to Indonesia and will never fly with this airline again. If they're trying to protect their business, think of the lack of business they'll receive when the dust settles.
It has been a shame to watch how many loyal customers have been treated by Garuda. Many of us paid well above the standard fare compared to other airlines to Bali. Yet when something went wrong, the arrogance in the way we were treated made you realise what they must have really thought of their customers all along. It was a tough time initially for everyone yes of course it was, yet when other companies got their act together and really helped their customers with refunds they were entitled to, Garuda took a huge step back. I would make a point of never flying with them again in my lifetime.
Quick to take your money but when it comes to refunds through no fault of your own, forget it. I have flown with Garuda numerous times to Bali but never again after this. Can't complain about their service, because they don't provide any!
I was due to travel to Indonesia in April, but that did not happen because of the Covid-19 crisis. I called Garuda who told me that they were not giving refunds but were offering vouchers. Ok, I thought, it is not ideal, but I will accept the vouchers as I have no choice. Since then nothing! On top of that phone call, I have emailed them several times. Sometimes they do not reply to the emails. Sometimes they do: I have received five replies. Each one has been more or less the same: 'We apologise for the delay, we have forwarded your request to the appropriate department, give us time.' Now I have come to think that they hope that I will give up and just stop asking. What the actual flight experience is, I cannot say, as I have still not flown with them. What I can do is warn anybody about giving them your money in these uncertain times. What I have received in exchange for my money from them are some reassuring emails and absolutely nothing in return. So be warned. If I do get the vouchers from Garuda, I will post here to set the record straight, but, so far, my experience with Garuda has been terrible.
Due to COVID 19 we are unable to travel to Indonesia. I contacted Garuda in March 2020 and was promised a full refund to my credit card. It is now the end of July and I am still waiting. I email their customer service office regulary and their excuses vary each time. I would like to know how they are allowed to get away with this? Who is taking action against these companies?.
Months of waiting for a refund. Still don’t have it. Being charged a fee so not even getting a full refund. Don’t go with them. They’re thieves. I’d give it 0 stars but tripadvisor don’t allow that. So they’re getting 1.
Still trying to get a refund ..they lie and change there story .. im appalled by this company..will never fly with them again ..i think they should be banned from Australia
I have previously flown with Garuda to Bali several times and was happy with the service. This year we had to cancel our trip due to my wife being diagnosed with Cancer. Garuda promised to provide a full refund (less fees) but keep avoiding paying the refund. Allianz travel insurance would cover the cost of the flights but won't because Garuda promised a refund. I have been trying to get a refund since March. I email Garuda every week and keep getting the same response; "we do apologize for the inconvenience. Regarding your inquiry is being internally process (sic), currently we are still waiting for confirmation and we will inform you shortly after we get the information". My wife is very sick and I just don't need this added stress at the moment (especially with Covid19 as well). I will never book and fly with Garuda again because of this.
I have previously flown with Garuda to Bali several times and was happy with the service. This year we had to cancel our trip due to my wife being diagnosed with Cancer. Garuda has promised to provide a refund but keep avoiding paying the refund. Allianz travel insurance would cover the cost of the flights but won't because Garuda promised a refund. I have been trying to get a refund since March. I email Garuda every week and keep getting the same response; "we do apologize for the inconvenience. Regarding your inquiry is being internally process, currently we are still waiting for confirmation and we will inform you shortly after we get the information".
Didn’t even know our flight was cancelled, no communication form Garuda at all. We looked up our flight It said CANCELLED so we emailed saying ok please put the refund back onto our credit card as you have cancelled our flight. Response was travel voucher only or if WE want to cancel $250 per ticket cancellation fee?????? We didn’t cancel you did. Also can’t show us documented evidence on said refund policy. We quoted their involuntary refund policy from their website terms and conditions which states full refund but they will not honour it. Worst customer service experience I have ever dealt with anywhere in the world. Have flown to Bali over 25 times in as many years and various places in the world. They will take your money and probably go broke in the process. Never again. Just don’t put yourself through it. They treat their customers with contempt.
Terrible service, business class did not give service for what you pay. No communication from airline. I am disappointed with national carrier.
We had booked a group fare for 9 family members. @ weeks prior to leaving they cancelled our direct flight to one leaving 5 days later & going via Jakarta. Tried to claim a refund under their terms & conditions & were informed they would charge fees of $250 per adult & $120 per child, a total of $1800. Tried to plead our case but were repeatedly refused. They had the cheek to say we couldn't have flown anyway as our government had closed borders. So why the hell did they offer us a changed flight. Makes absolutely no sense. I appreciate these are difficult times but it was too hard to accept a voucher for future travel as trying to organise 3 families with children was too hard. We have flown with them as a family group twice in the past & have no complaints about the flights but their customer service stinks compared to Qantas, Jetstar & Virgin who it appears are quite happy to rfund in full. Never again Garuda you have lost us.
crew is friendly and food is nice. the airline is clean and cheap. seats are comfortable and overall everything is wonderful
In March I Flew With GA. I flew in Y Class. The Service is incredible. Cabin Crew Is Also Friendly. Seat Is Comfort. IFE is working. Seat Pitch Was Incredible. Nice For Domestic Flight. I Think the meals isn't wow, because it just snack. And Is Best Flight