Reviewer Photos & Videos
9 months on and still trying to get a refund. They have offered less than half of the value of our tickets if we take a cash refund. It’s outrageous that we are expected to pay $500 for a service that we never received. I will NEVER book Garuda again. Should have gone with Jetstar at least they treat their customers fairly
Very disappointed to have our flight cancel but you don’t give cash refunds, your happy to take our money which we work hard for but can only get tax back , I have lost $1700 not much to some but a lot to our family, never again Guruda you have lost us as customers
- Verified customer
Terrible customer service. No care at all. Will never book with garuda again
Garuda Indonesia changed our flights with a 4 day date difference and different destination. After this our flights were then cancelled due to covid 19.
Travel dates were April 26th 2020 - May 3rd 2020.
Garuda have not once offered a refund and just a credit which needs to be redeemed by July 2021.
This is not feesable for my family and i, let alone do i believe international travel from Australia to Indonesia will be allowed by then.
I did not cancel my flights, garuda did. Therefore i should be entitled to a refund of the money i have spent!
This poor customer service, lack of care and communication has made my decision that i will never use garuda again and will encourage any family and friends never to do so as well.
WE booked our airfares for travel in April 2020 direct with Garuda. Due to the 'virus', the boarders closed and flights cancelled. Contacted Garuda in March who advised they would not give a refund but will provide a voucher for future travel. This did not suit me for family health reasons. I made a claim through my insurance...they are just as bad...still waiting. I contacted Garuda again who then advised 'I am entitled to a refund less the cancellation penalty of $250! WHAT! Why should I be penalised? Not my fault the flights were cancelled....I love Bali and have flown Garuda many times... but never again. You can't complain about their service...because there isn't any! Just appalling. I will be lodging a complaint with the ACCC and ACFA.
- Verified customer
Refund promised but not delivered
I have previously flown with Garuda to Bali several times and was happy with their 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 say they will cover the cost of the flights but can'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 ...
Having to seek refund through credit card company after Garuda changed travel dates and DESTINATION!!!
Having to seek a refund through my credit card company as Garuda wont refund on a "non refundable" ticket despite cancelling flight due to COVID 19 AFTER changing the travel date by 4 days and the destination from denpasar to jakarta!!!! I paid premium price for tickets through this mob and feel BEYOND ripped off. Love Bali and the Balinese and when everything gets back to normal I shall tell everyone-Do not ever fly Garuda!!
Changed booking conditions after booking
Booked to fly in May this year.
Multiple flights to get to Rote Island. After booking and the onset of COVID-19 they changed their booking terms and claiming to refuse to refund flights and offer a credit valid for 12 months only. Now chasing a refund through my credit card instead as they are breaching Australian consumer law by changing their terms and conditions after we booked and refusing to refund despite unable to provide the promised service. Have flown Garuda once before and my board bag was stained with petrol on that flight also, will go back to flying Virgin unless absolutely necessary
Complete disgrace Don’t fly with them ,worse than budget airlines
I paid extra to fly Garuda as I have problem with my knee and am unable to go up stairs, and it is problematic going down stairs. On a way to Denpasar I was seated in emergency seat which did not recline at all and the seat in front was broken and permanently in reclined position. I could not even open the tray.i was finally offered another seat.
Upon arrival in Denpasar I had to take stairs downTo the bus and as a result had difficulty walking for days.
On the way to Perth I realised I needed to go up to border the plain, and I complained bitt...
Not good enough
We have always flown Garuda Perth to Bali many times but not again. We have always had the larger plane but we're cramped into the small plane. We had to disembark on the tarmac at Bali and bus it to the terminal. When leaving Bali we had to go downstairs to get a bus to the small plane. Most passengers were not happy.
Perth to Bali passengers have been let down.
I have become so disappointed with Garuda. They have been my airline of choice for my three times a year trips for so long and I have been happy to pay the extra fare for the comfort of the planes and the better service but that ends now. Once we lost the A330 , the planes have been so old and cramped and the service is lacking. You now dont know if you will be flying on a 737 or a prop jet which is meant for regional service. Just not good enough Garuda. We West Australian travelers have been loyal to you for so long. If the A330 flights were ...travelling half empty, why not reduce the number of flights per week and fly with full planes rather than still keep flying every day with small, cramped planes? I really regret that I have already booked and paid to fly Garuda in March 2020. Unless things change, this will be the last time. Pick up your game Garuda.
- Verified customer
The worst never again accused of steeling hand cream and perfume from business class toilet
On Friday 25th we return from Bali on flight GA0718and on arrival at Melbourne Airport business class passengers all stood up but the front half was told to return to their seat after returning to our seat the Federal Police boarded the plane and went up to A freind and ask if had something stolen he replied no , which was when the chief Stewardess said to the police that the hand cream and perfume spray had been stolen from the toilet at the front of the plane , the police then turned to the remaining business class passengers and ask if a...nyone has taken the item and could the please hand them over which everyone said no , which is when chief Stewardess said to the police no and point to me and my partner and 2 friends saying the we took them . The police then told the rest of business to leave the plane and ask us 4 to remain on the plane , we all were asked if we took the items which we said no and said you can search our bags and us which they did , we all in unpack our hand luggage and the took everything out of our pockets and turn our pockets inside out, After they had found nothing , we were told we could leave, this ruined the end to a great holiday!!! It was very humiliating ,degrading and We also felt belittled by the staff member ,as we were leaving to get our luggage we were also ridiculed by other passenger by finger point laughing and asking if we took the items . The Federal Police who came on to the plane seen as we were entering duty free shopping and said this is not the first time that chief Stewardess has done this in an Australian Airport, And that [name removed] from Customer Service was looking for us, but we had to leave , due to having a car booked
Fly any other airline.
I felt discriminated against by Garuda on 2 flights recently between Australia and Indonesia. I was unable to purchase any non-alcoholic beverages. For a company representing the largest Muslim nation in the world this is unacceptable. There was plenty of beer, wine and spirits available however.
My seat was kicked and punched for nearly half the duration of the 4 hour flight by the 3 passengers sitting behind me for having the audacity to recline my seat, when I finally confronted them I was taunted and abused for the rest of the flight and i...n the terminal which the stewardess nor the company could care less about when I contacted them. This was my first and last experience with Garuda and I will no longer use it's subsidiary, Citilink, for domestik flights.
Garuda has gone backwards and lost loyal customers
We have flown with Garuda for many years now. We have just come back from Bali 10th to the 19th November 2019 and both flights were the worst we have experienced with Garuda. The plane is small and old with seats cramped and old. The staff were ok going but on the way back did not really care. The food was Cold and the drinks were all Warm. In fact I returned my beer to them as it was so warm. There were only about 6 people in business class but everyone had to use the economy toilets and not allowed to go forward and use the front toilets. Ar...riving and leaving Bali airport you have to use a bus to access the plane and a lot of the elderly struggled with this. Plane entertainment was poor with movies from when the plane was built 20 yrs ago. I think that Garuda have lost a lot of regular loyal travellers from all the people that we spoke to going to and returning from Bali, and i don't think they appreciate that loyalty. No spirits are served on these flights any more. We will no longer travel with Garuda and pay a higher price for tickets when other airlines cost less and we at least know what we get.
Not very good service and flights,Garuda indonesia
On the 20 October we flew out from Perth to Bali ,staff at Perth airport were fantastic,plane was old and very cramped,arriving at Bali ,my wife who uses a wheelchair was asked to walk down very steep steps,she really struggled,when we eventually got down them we were asked to get on a bus with very high steps,once again we struggled , on our return on the 30 October ,we were useing a lift to get us on to plain as was 4 other people,we were given half a cup of warm apple juice ,not nice ,we got a small amount of warm wine with our meal ,umm, w...e have flown with Garuda a lot of times allways been great with bigger airplanes,we allways recommend them to a lot of people ,but won't be recommending them again ,nor will we be useing Garuda again until they go back to bigger aircraft
After 4 months and still haven't received my refund
Couldn't do the trip and cancelled the flight at the airport where I was informed I would receive a partial refund of the flight tickets. That was 4 months ago and I still haven't received any money back. They informed me I should contact the agency trough which I bought the tickets and I'm in direct contact with the agency, who says Garuda never sent to them the refund money. Garuda says it's done, but no proof of the payment was ever shown.
Is Garuda slipping back to its old habits that banned them flying to Australia
We had flown Garuda for the last 2 years and had some great flights with clean and relatively new Aircraft. We started reading negative reports about Garudas service changes just after we booked Business class seats Melb to Bali. I must say looks like they have lost us as customers. The Aircraft were older, stained seats and my business class seat was broken. Sorry Garuda but while your service standards drop we will not fly with you again.
Questions & Answers
Havent read a lot of good reviews about Garuda flying Perth to Denpasar recently one even stating a prop jets are sometimes used has anyone actually flown on one of these between Perth and Bali
I haven’t yet struck the prop-jet but am booked again for early March (booking was made last October before they started flying them) but half expect it could happen this time. If it does, it will most certainly make me decide to not fly Garuda again. Even the 737 is very cramped and not up to the standard of the A330 which they used to fly. I don’t know why they don’t cut down the flights per week and then use the larger, more comfortable plane.
Is it true that Garuda is no longer serving alcohol? I wont be be booking my flight for next year if this is true
Can knitting needles be brought on to the Garuda Aircraft? My daughter is a knitter. Gladys Lyons [details removed]
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.