Exceeded my expectations
I’ve flown with Jetstar Perth to Bali 3 times over the last 3 years. For the extra $100 against the budget airlines, I went with Garuda.
Why - you get check-in luggage, a meal plus alcohol and drinks without paying any extra. The chairs on Garuda are far more comfortable (Jetstar seats where terrible) they vary plane to plane)), pillows, rug, more leg room, newspaper, plus we had inhouse movies and games to choose from on the “Free” Tv screen. Landings where smooth. There are plenty of staff (they’ve won the latest international award for hostess service). The check in and the boarding gate are in the closest and best locations at Bali airport as the budget airlines have always been about 1000+m away.
I realise we are all on a budget, but my Garuda experience I’ve just had, I’ll never go budget airlines again. If you want a relaxing enjoyable flight I can endorse this airline, they exceeded my expectations.
Really bad customer service
In July 2017 my girlfriend and I were travelling from Amsterdam to Bali (with overlays in Mumbai and Singapore).
When we arrived in Denpasar after 20 hours of travelling we unfortunately found out that our luggage didn’t arrive with us.. In the airport we filled out a “property irregularity report” and the woman at the counter assured us that we could get a so-called “First Need Compensation” to buy some basic clothing, toiletries etc (as described on the website it is USD75 per person).
A bit devastated (especially my girlfriend) we went to the hotel to catch some sleep. The next day we went out to buy some basic clothing etc for a total amount of around 200 euros (which is more than the USD 150 but we were willing to pay a bit ourselves).
After 48 hours (without much updates from Garuda. It was basically impossible to get any information about the status of our luggage) our luggage finally arrived at our hotel and we could start enjoying our well deserved holiday.
After getting back home I sent an email and filled out the contact form on Garuda’s website to get the “First Need Compensation”. However, we never got a reply. So 2 weeks later I did it again and another two weeks later I did it again without any response.. In the mean time I also contacted Garuda via Facebook on weekly basis and every time I got the same standardised message “this issue is still under investigation, hopefully it will be resolved immediately”..
So now we are already 2 months after our flight, and 1,5 months after I contacted Garuda for the first time without any compensation or any reply..
If you like to have good customer service in case you might ever need it (hopefully not of course..), don’t fly with Garuda Indonesia.
We flew Garuda from Sydney to Bali in August after being sick of poor service and constant delays from Jetstar. We flew Garuda in 2007 but forgot how much better it was!!!! The crew, the food, the service!!! We could not complain. The bit of extra seat room was great. The inflight entertainment was awesome. The food and drinks didn't stop and the crew were so lovely!!!! We had a tiny delay on way home but nothing to whinge about.
Will definitely be using Garuda again.
Rude and definitely not customer focused
Garuda Airlines seriously suck. Booking online is a nightmare, the website booking form kept freezing so had to reload the page, and then have to re-enter details many times.
Get to their check-in and met by extremely rude guy who demanded to weigh my carry on bag. "Overweight" he barks at me. "You go change your money and pay $70 or you have to leave your bag here, and bring receipt back to me for checking". Now at this point I'm thinking WTH, but I don't have any choice. I travel extensively with multiple airlines across the globe, this was the first and only time I've ever been treated like that and a first for paying. I always carry the same bag and contents. What made it feel worse was the huge obese guy standing next to me that just got waved through. I felt like I was actually paying for his excess 'baggage'. The flight didn't leave on time, it was 90 minutes late.
Then once onboard and finally get fed a snack that they call a meal I then asked for another. "NO" was the short and sharp reply. Had a look in the galley and they had dozens left over. No customer deserves their crap attitude and it's why I've never flown with them again - ever!
Worst Flight of my Life
After paying an extra couple of hundred dollars each,for my wife and myself. Incase there was trouble with the Volcano in Indonesia,and for a larger Airplane than we have flown with previously, we found that the plane wasn't any bigger seat-wise & leg-room wise. The worst was our trip home on the 28 May 2017,they allowed this woman whom looked like she had been to Antarctica she was that heavily dressed. She coughed without covering her face,sneezed and blew her nose the whole (6) six hours from warm BALI all the way to Tullamarine,Melbourne. Not once was she asked to wear a mask,or move her to a more remote part of the plane, as to think of other passengers. Well (2) two weeks later i got ill,i told the Doctors this woman was sitting in the next row accross from me,they said that's where i would have got sick. The next week i was in ICU in Hospital with Full Influenza and Pneumonia. I lost Five (5) days of my life that i can not remember. So whom ever you fly with,watch out for sick people,and even if you ask to wear a mask it might stop you getting sick.
Good Service Call Center Response
Last month our son needed to return from Indonesia urgently. Contacted Garuda through its website which promptly advised us to call its service center in Jakarta. Call center operator was very efficient and thorough in arranging a flight change, taking the time to explain all aspects of the new booking.
They do steal your money
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.
Garuda changed my connecting flight without confirming and made me waiting for almost a day only for an hour domestic connecting flight, choosing seat even now have to pay, we are paying premium but getting budget airline treatment. Will never fly with Garuda again.
Scams! Inconsistent w prices!
I almost want to say how such inconsistent these company are! Twice that my partner booked flights w them........ using their Website! And after putting all card info, website crashed and took the money out! And they would say they can't locate the charge despite giving the card details etc and it took 3 calls (calling from aus to indo) to speak w their manager! Which then they finally saw it by giving the same details again...... and it took 10 workingdays for that fund to come back! As garuda indo aus office cant do anything but only to tell us to email them.............. how convenient
2nd attempt..... partner book it through Kayak! And kayak took another day, to advise that we booked the days, they took money again.. but then guess what... the price changed! On the day when we saw it and booked it w these airline and guess what happened again......... 10 working days, yet again! To wait for a refund cause garuda took the money before telling kayak price changed.........
Like in what world that this will happen twice for my partner! And the inconvenience this is causing us and delaying him again and the price just keeps getting higher and higher! I warned my partner not to do it or fly with you guys but only assumed it was a one time.... but nope!!!!! Twice it happened w the inconsistency w the prices and them taking money after booking!!!
Such scams!!!! Dont even try and book w them online..........
Flight scheduled changing
Flew twice with garuda to Bali and both times garuda changed my return schedule and departure scheduled time not just the time but changed the date. That's very bad. And I've booked all my accommodations already too and I have to lose my hotel fees.
Victim of credit card scam
So out of nowhere my mother's credit card was swiped of $200 by Garuda Indonesia and we have never organised anything with this airline.
Great Service at a great price
I used Garuda Indonesia to book flights from Sydney to Seoul. I found that the service was completely equivalent to any full service airline with good meals and generous baggage included. Got free lounge entry for my long stop over on the way home as well!
Wow! Perth's check in staff really really bad!
The check in process in Perth airport is really bad! Very unprofessional service, targeted attack and very close to bullying as well as discrimination.
Today, our family of 7 had to check in to Jakarta (Per - CGK) and was attended by the ground staff check in manager. From the set go, she was already unhappy as she had to handle a larger than normal group with a larger than normal check in luggage. From the onset, she was already asking us if we were travelling as a same group and from then on started to make life extremely difficult for us.
Understood that if a luggage is excess in weight we have to 1) pay or 2) for OHS reason to unpack and pack it up again! never had a problem with that. However, to target personal carry on luggage which is under the weighted limit, it's not on. This is where it got really weird. My brother carried a backpack with 2 laptops (one for himself and the other one for his 10yr old daughter), as it's their policy, they wanted to reweigh the carry on luggage, which we have no problems with. The green light was then given for him to carry it by the manager (we assume, she was and really she wasn't worthy of it to be honest) and a tag was placed in the luggage.
NOW! this particular manager upon boarding the plane (at the gate), decided to target my brother and asked him to unpack his bag again and made a fuss before he was allowed to board. The whole thing was completely unnecessary and just highlight the personal vendetta that this manager had against our family. It was sad to see because she should know what good customer service is. At the end of the day, someone needs to remind Garuda Indonesia, that we are paying guests....
Shocked by great service and spotless plane
We flew from Bali to Tokyo in economy and loved the bright clean cabin, spacious seat economy seats (32") and the entertainment system kept us tuned for most of the flight. The flight attendants were excellent and full of enthusiasm.
A HUGE change from the old Garuda we used to fly in the 90's.
Good experience ruined by food poisoning and poor organisation.
I've flown with Garuda many times, and whilst I've always received great service from the cabin crew, my last flying experience has completely turned me off flying with Garuda again.
In March of this year I flew from Perth, to Jakarta, to Amsterdam, and finally to London in about 24 hours. I was willing to make these stops as the layovers were short. Whilst the flight itself was fairly enjoyable, after arriving in my final destination I experienced the worst food poisoning of my life about 10 hours later. Even though Garuda has assured me otherwise, I am certain that I received food poisoning from the plane food, as the only other meals/drinks I had consumed in the last few days, had been shared with family and friends (none of whom were sick).
To add to this, my luggage was lost along the way.
So essentially, I arrived on the other side of the world as a young, solo, female traveller with food poisoning and no luggage.
At the time, I sent a calm written complaint to Garuda, and was offered a small compensation (50 USD deposited into my account) to cover the hassle with my loss of luggage. At the time I was willing to accept this gesture and move on, as I had another five months of travel ahead of me.
I still have not received this payment.
When I followed it up after returning home in September, I was told that I would now be sent a cheque from Sydney (for the same meager 50 USD). This was about two months ago and after being patient for so long, I am very disappointed.
Thank you Garuda, you have lost yourself a valuable customer.
Terrible day with garuda, flight been delayed 12hours and arrived in bali midnight, walked to the counter and asked for a compensation as i was transitting only in bali..my flight supposed to be fly to jakarta after 2 hours in bali and i got a connection flight to pontianak from jakarta with other airlines which can't be delayed or changed.
Never been to bali, arrived midnight and they don't give any compensation, accommodation nothing! So GROSS flying with garuda, called to the customer service and they can't do anything only sorry!that doesn't help!
Rude customer service in melbourne office
I called regarding cancelled flight to bali from melb. The customer service named Linda was so rude i asking nicely about flight she sound mad n angry. Come on thats ur job. What a crazy woman.
The Best Cabin Service I've Received
I have done my fair share of air travel in economy and can easily say that the cabin staff were the best I've ever experienced. They are charming and do that little bit extra to make your journey bearable.
On my way back from Bali however, I had asked for an emergency seat as I am 6ft 6 and the check in staff member smiled and nodded. But when I got on the plane I had a regular seat. Either he pretended to understand me or just flat out lied.
Best Domestic Airline in Indonesia
Although I have not used Garuda on international routes, I had occasion to use their domestic flights from Jakarta to Surakarta (Solo) and from Semarang to Jakarta during the past week, travelling with my wife, 11 year old son and my elderly mother-in-law. The Surakarta flight was delayed by 1 hour and due to the high volume of aircraft transiting through Jakarta's Soekarno-Hatta Airport there was a last minute change of the gate no. However, once under way the service was safe, the plane clean and comfortable and the cabin crew attentive to passenger needs. The 2nd flight from Semarang was on-time, and I could not fault any aspect the flight and service. I had experienced the same level of service on this route in 2003. Ticket pricing is very reasonable relative to the service offered. I will certainly continue to use Garuda as my preferred domestic carrier, when in Indonesia. I do reiterate that these comments relate to their domestic flights only.
2 flights cancelled, connecting leg delayed
I made the mistake of using Garuda.
They moved the flight time 3 days before. Then they cancelled the flight 1 day before and told us we have to take another flight with a connecting leg in Bali.
The flight to Bali was OK but I couldn't watch any movies because their entertainment system wasn't working. It was a very loooong trip.
Now I'm in Bali waiting for three connecting flight which was delayed by 3 hours.
It seems they are better at cancelling and delaying flights than actually operating them.
Questions & Answers
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.