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Fraud - Worst - Cheap Service - Mis Direction - Irresponsive - Thats Garuda Indonesia
I would have given " minus 5 star rating" to Garuda Indonesia. Customer service is about handling the worst case scenario in the best method. But Garuda Indonesia will have flight delays due to technical faults and asks the passenger to pay for consequences of its mistake. I have proof of the above incidents too. It happened on 24/06/2015 sydney to jakartha flight. Kindly have garuda indonesia as your last option of international travel. They are only interested in pulling money from us but not interested in providing the service for the same. ...In the above scenario i was said that the company will take care of the visa and accommodation expenses incurred due to the flight delay, but in jakartha, indonesia i was forced to pay the visa clearence fees of indonesia. Customers have the right to use the benefit what they pay for, so beware of these fraudulent services and stay away from it
Terrible customer service
I really agree with all the below reviews. Garuda indonesia airline has the worst customer service, even worse than those budgets airlines. My husband only has 1 name shown on his passport and it was his first time flying with garuda but he got charged $74 because according to garuda he entered the name incorrectly when purchasing the ticket. But we never had this problem with all other airlines (airasia, jetstar, tiger, etc).
Garuda didn't mention on the website how to put the correct name if we only have one name on passport and that we'll ...
Beware of criminals in Jakarta Business Class Lounge
While Garuda has improved flying Business Class, the service at Jakarta Airport is far from satisfactory. I checked in and asked if the Business Class area wasn't full, could I have a seat at the very back. No one said yes or no so I assumed I was getting a back row seat. Then I was escorted to the Business Class lounge where I logged onto my laptop and checked my emails and replied to one. I had received a spam email the day before with my flight details advising the flight was leaving an hour earlier, so I asked a young man in a Garuda unifor...m about how someone got my details- he couldn't answer so I asked him to find someone senior to discuss this with - he said he would and it would take about 10 minutes, so I said I would have a cigarette in the smoking room and be back then. He said, not to worry as they would collect me from the smoking room. I took a bet in the room that no one would come to get me. I was right. So at 10.00pm, I went back to pick up my bags and laptop ( which I had left on so I could show someone who cared) and boarded the flight...only to discover they hadn't allocated me a back row seat. The next day, I discovered my laptop had been wiped clean. I have been trying to get Garuda staff to discuss this but they ignore me and do not answer my questions - the most important is ' how long does Garuda keep the CCTV footage'...they replied the CCTV runs 24 hours a day and that's the last I have heard from them. It has cost a small fortune to recover the files, I had to buy a new laptop ( over $1000 ) as it took over a week, plus all the time I have spent now I have the laptop back ( last night). My advice is don't trust anyone at the Airport. One more thing, when I phoned Garuda Head office in Jakarta, they said they didn't have any phone numbers at the Airport except the ticketing office - ( 35 minutes of being jerked around to get that!) but when I rang the number, no one picked up the phone. I am completely angry about the treatment dished out, and cannot believe they can treat a Business Class passenger ( or anyone victim to criminal behaviour, possibly by Garuda staff ) this way. Extremely unprofessional and very very scary that someone took it upon themselves to access my laptop and delete everything. In anyone's books, that is criminal. So now I know criminals are allowed to roam free and Garuda doesn't want to know about it. Also, there was an Economy Class person in the Business Class lounge. So much for all the ' security' measures. Haha.
Flight from Bali to perth. After breaking my ankle in Bali .had to come home for operation . Have never experienced a lack of caring. EVER. If they don't meet your eye contact they don't need to communicate . No help at all. . Seating upgrade for leg elevation NO NO NO . Very angry customer service lady in Bali . My hotel had rang and organised. I had a Drs letter saying that I needed elevation. They said they would organise at airport . Yes they met me with wheelchair . Took me to get ticket upgrade . Proceeded to charge me $600 . ...( which I dint have ). But after listening to them about the situation in very high raised voices I was not happy to pay . No apology nothing. Just wheeled me to Baggage section. Then When ready to board wheeled me go boarding area. Asked me to walk !!!!! I'm not in wheel chair for fun. Then wanted to put my wheelchair on the escalator down to the plane area. I said noooo. I was just about in tears . In the end they got 6 people who lifted me down 2 flights of stairs I was sooooo scared . I asked if the wheel chair went on the plane. YES YES YES. they assured me . Get to the door of plane my wheelchair doesn't fit . Soooo the crew on the plane said use your crutches . I had not used them previously so was very nervous. I took my crutches. They pointed to my seat. Way down the back of the plane no38. I was shaking in pain and sooo upset. . The whole flight as I could not elevate my leg. I was I pain. Not once did ANY of the crew ask if I needed a cushion a glass of water anything. Even when waiting for all passengers to leave plane no one offered to get my crutches. Once landed in Perth. The perth staff had a wheelchair straight on the plane so no crutches needed . Never ever have I recieved such uncaring treatment. Obviously customer service is all about money with Garuda . Never ever again will I fly. With them. Other people on the plane where complaining for me . But staff just smiles and ignored .
Terrible customer service, rude staff - do not waste your money!!!!
This airline is terrible, even worse than budget airlines.
We travelled with Garuda airline from Korea to Melbourne (return trip with them). To be honest, this airline does not offer service, and complaint procesure sucks. They left one of our bags in Melbourne, and we have not heard any updates about it. Furthermore, Garuda staff at the airport were extremely unhelpful, and I felt that my money was ripped off.
Now, I am trying to make a complaint in both Australia and Korea - guess what, their customer service is shocking. This is the WROST airline I ever used in my life. I seriously warn you all, do not waste your money to purchase flight tixs.
Terrible for vegetarians, misinformed about Jakarta airport & complaint procedure a joke.
We booked our flights for December in August and paid cash at the Amsterdam Garuda office. We then selected vegetarian and vegan meals for all of our flights. They were as follows:
London Gatwick to Amsterdam Schiphol (40 minutes)
Amsterdam to Jakarta (13 hours and 30 minutes)
Jakarta to Bali (2 hours and 30 minutes)
Bali to Melbourne (6 hours).
On the long haul flight from Amsterdam to Jakarta, we had to double order our vegetarian and vegan meals with the cabin crew as they seemed unaware that we had ordered it. Luckily they were very ...helpful and after some time managed to find us our meals. On the next two flights however, our meals were not on board the planes at all. When other passengers were served warmed snacks we were given simple fruit and a bread bun (other vegetarian passengers received proper warmed food). And on our last flight of 6 hours, there were absolutely no vegetarian meals available. This was clearly not the fault of the cabin crew, who brought us the print out of passengers and meal requests - our names were nowhere to be found.
Costomer Service is non existent - never fly with them !
Our flights Perth - London Gatwick were meant to be one stop i.e. Jakarta. We found there was an extra stop in Amsterdam which they don't disclose when you book online so this adds an extra 2 to 3 hours to the whole flight especially if there is any delay. This is quite important on such a long flight and is really fraudulent not to advise when you book online. Then they changed the dates and times of flights at their whim with no option of cancellation or compensation but when I then needed to change one of the flights of someone in our gro...up they would only do it subject to an extra charge of $400. Everything their way - typical airline I guess. Their on board service is mediocre and the quality of food was embarassing it was so bad. Any drinks were served in miniscule amounts, e.g. a glass of wine was more like half a glass and the only thing which was of a good standard was the entertainment system. On returning from London my suitcase didn't make it onto the flight because the check-in staff forgot to put a label on it but at least it was delivered to me a day later. It is really difficult to communicate with Garuda about any issue - phones don't get answered and emails ignored. It's not worth taking the risk with this airline, better to fly the better known airlines on the kangaroo route.
Review of the reviews
I find it interesting that the less positive reviews really refer to glitches in the system and fixing problems or schedule changes, passport info etc. Had these folks booked via a licenced travel agency, they may have paid a small service fee - but this provides them with the assistance and expertise required to deal with unforseen circumstances. They would not have had the hassle and uncertainty of trying to fix things themselves. Peace of mind surely is worth the cost.
It seems that Garuda itself offers a good travel experience. Why not make the booking experience a good one too.
Impressive - cycling tourist friendly
I needed a flight from Melbourne to Makassar Indonesia return- Garuda had the most straight forward route through Denpasar and offered a 30KG baggage allowance. I was traveling with a bicycle so their luggage policy was a plus with a policy for transporting travelers with sporting goods. The four flights I traveled on were all on time, the customer service from staff on ground and in flight were consistently friendly, personal, and attentive. Leg room was good and the aircraft were comfortable and well appointed. I will use them again I was very impressed.
Very Good for the price
I flew Garuda from Sydney to Amsterdam twice; first time was 2002, and at that time, it felt like a budget airline. But knowing that I saved around 25% flying with them, I was happy with my choice.
I flew with them recently, from Sydney to Amsterdam again. Around 4 weeks before flying, I received email that they changed our schedule from 1.5 hours stopover in Jakarta to 22 hours overnight! I went to the Garuda office in Sydney to protest and insisted that it was only fair that they provide us with overnight accommodation and they agreed.
I thought it was great!
I recently traveled with Garuda with my wife, and I was hesitant at first having traveled with them many years ago. We were going Sydney <> Jakarta. Granted we went via Business Class, but the fact that the flight was <30% of the price for same seats on rival airlines (and only about 20% dearer than rival economy seats), I was not expecting very much.
But it was really good. I mean awesome.
Business class on Garuda (they call it Executive class), is somewhere between business/first class on other airlines. Meals were very fresh and tasted aw...
Appalling Customer Service
As per Tara's review below we booked a trip Melbourne -Gatwick with Garuda. Turns out they never had permission to even land at Gatwick and our perfect connections became a nightmare Jakarta-Amsterdam-Heathrow (oh and if the new planes don't arrive on time you can throw Abu Dhabi in there as well). They do not respond at all to emails, letters or calls. We have rebooked on abother airline but missed all the earlybird specials so had to pay more and lose some accomodation deposits. We got a refund through but they have the nerve of not refunding $1000 of taxes! How can that even be legal!!! Appalling airline - buyer beware.
Appalling Customer Service; inadequate refund process
Do not book with Garuda airlines..... My partner and I booked a flight from melbourne to London 5months ago to fly this June. It was initially a 23hrs journey with 1stopover in Jakarta then direct to London gatwick. 1 month or so later, we received an email saying our 2hr stop over was now 11hrs. We decided to book a hotel and stay the night to break up the long flight. 3 weeks ago we received another email saying our final destination has changed from London gatwick to Amsterdam with no connecting flight. We got straight on the phone and 3we...eks passed and all the can offer is flight up Heathrow however we have paid for a connecting flight to Dublin ireland from gatwick.. In total they are the most unreliable airline with no proper customer service. I would not recommend them, in total out 23hr journey has devastatingly finished with a 40hr journey with an added hotel room and connecting flight that we will miss . Unreliable
We had not heard good things about Garuda in the past, however we wanted to trial the airline for future trips. We flew from Brisbane to Bali in March and I have to say we were pleasantly surprised and delighted with the attentive service and the attitude of the staff, old school excellent service. Plane was clean, entertainment was included, menu was interesting and food and drinks plentiful. Toilets were kept clean throughout the 6 hour flight. Guess what...left on time ... arrived on time. Well done! Would choose Garuda again.
Service, food and entertainment, kept to schedule.
Terrible booking experience!!!
Do not book your tickets online with garuda indonesia!!! Me partner and i booked flights over a week ago and the website crashed which meantwe were unable to finish our booking. When we checked the bank account the money had been taken out! Have called customer service multiple times trying to get our tickets and after the 4th time calling im still waiting to recieve them. So frustrating and we havnt even flown with them yet.. What else is in store for us >:(
Customer service representitives helpful and kind, price of flights
Long time taken to receive my tickets and still waiting
Terrible flight Bali to Perth
Flight GA 726 3rd January flight - A lot of sick people on this flight - air hostesses ignoring bells, too busy serving drinks. I had one very sick lady next to me, I had to get the hostess to answer her request for service bell, my husband was also sick. My meal was "we have run out of chicken, you will have to have fish" - I will never travel on this airline again, would not recommend it to anyone either (Travel Agent recommended Garuda).
I have travelled with Garuda on several occasions and each time have found them superb! Service was excellent food was great also! The next time I go to Bali (this year) I will be booking with Garuda as the little extra in fare, is well worth it as everything is included, food, drink, even alcoholic drinks (we had several):-) We were all very happy with the movies (free). The last time I flew with Jetstar you had to pay for everything with a credit card which we didn't have and they wouldn't take cash so we spent the whole trip with a glass of water! Go Garuda!!!
Garuda Indonesia Ticket Operator Service terrible
I'm personally disappointed in the level of service that I received from Garuda Airlines. I booked a ticket to Bali and asked the ticket operator at Garuda if I will be allowed in the country on a temporary / emergency passport. I was told yes, I won't have problem entering the country and I can obtain a visa on arrival. On the 8th December I was suppose to depart from Perth International Airport. At the check in I was turned away due to my passport and I was told by the Garuda airline staff that the passport is not valid and Bali will refuse e...ntry. I had to go to the Indonesian consulate to obtain a visa from them and it takes 5 working days. So now I have lost money on accommodation and I can't even get a refund on my ticket. I have to pay in money to get money back. I wish Garuda Airline would have told me beforehand the exact passport requirements for Bali. I don't recommend anyone to fly Garuda or use there services. bad service
Flight cancelled, no notice
I bought 6 tickets for me and my family through online website on 04 Feb 2013 for direct flight from Jakarta to Sydney. My flight was suppose to take off on 17 Nov 2013 (last week) at 23.45. On 17 of November morning, we went to Garuda office in Kelapa Gading-Jakarta Utara for check in and told that there is no 23.45 flight that night. I was very shock to find out that and very dissatisfied with Garuda that not even bother to call or email me the cancellation. During February-November period there are few email offering special fare but when it...comes to cancelation notice they don't even care. Garuda staff at Kelapa Gading told me that she will bring this matter to her manager but until I wrote this email not even a call from Garuda about this matter. An option was offered to us to take earlier flight but through Denpasar first. We have no other option than take this flight because we have to start working on the next day, we can't take "direct flight" that they said will have on Tuesday night but I already loosing trust with Garuda. I and one of my family member got sick when we arrived in Sydney due to long flight and transfer in Denpasar. My Sunday plan already ruin because of this, and this not happened once but happened to my wife three times. Not even an compensation offered to us, I don't get it how Garuda received status the best awarded airlines on the region with this kind of service. If can't afford to have direct flight why bother offered in the first place? Polite staff and flight crews, new aircraft. Unproffesional service system
I can't fault Garuda on my flights to Bali. I have flown Economy and Business Class with them. Economy is comfortable, food is good and having your own tv screen is also great. Flying Business with them is wonderful, they cater to you and the food is delicious, the room is amazing and service is brilliant. The toiletry pack you receive is nice also. I go to Bali every year and would only fly Garuda.
Comfortable, service is great
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]
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