Reviewer Photos & Videos
Terrible service - need a "zero" star
Flew with Garuda GA 835 from Singapore to Jakarta on the evening of January 24, 2013. Flew with my disabled mother who cannot walk without her face wrenched with pain. Had reserved the flight with wheelchair request. When it was time to disembark, my mother was told to wait until a wheelchair is available. When I looked toward the exit, however, there was no ramp but only stairs to reach the bottom. So I inquire an air stewardess, who said "Oh, I don't know," and then referred me to an air steward. I take it he is her senior, and I further abou...t how my mother will have access to the wheelchair on the ground. He just plainly told me that mother would have to walk. I tried explaining to him that it is impossible for her to walk. His solution? They will carry her. What year is this - 1900??? Where is the safety in that???? When I pushed for a different solution, he very rudely said that it's all up to me. The stairs is what's available. Either my mother walk herself or allow them to carry her. At this point, I could no longer tolerate his behavior and started reminding him that he is in the service business and that I did pay for my flight, to which he basically waved his hand and told me to go off. I berated his attitude, to which he replied that he gave me an attitude because I was also pushing, and he did this while waving his finger on my face. This in Indonesian culture, is very very extremely rude. All this happened witnessed by the pilot and other air stewardess and ground crew, who did not do anything, did not offer help, did not try to resolve the situation. Is this really the world's most improved airline? Improved in what sense?? My family always try to fly with Garuda out of national pride but after tonight, no more. Everyone should be aware that Garuda, still choose convenience to customer service. Their crew is rude, not knowledgeable, and lazy. Do not fly with this airline espeically if you need special assistance. Horrible, terrible service. Rude air steward, with rudeness beyond description.
Worst customer service ever
Worst Airline. I have taken many, many flights, and this company must be the Least organized yet the Most irresponsible. The airline changed the time of my flight two days before I departed, even though I booked the flight a few months in advance. I thought, okay, that's fine, I understand, but I need to make it to my meeting on time, which I can't do with my later flight. So I called back, a mere 40 minutes after they sent me an e-mail saying my flight has been delayed, asking for an earlier flight. The answer I received was no. No matter what...I said, it was a simple no, nothing we can do. I said that I can take any flight, even earlier day is fine, just anything at all, since the only reaosn why I'm flying instead of riding a bus or taking cheaper flights from other airlines is to make this meeting on time, so please change it to an earlier flight, any earlier flight at all. The answer I got was no. straight up no. They Refused to let me speak to a supervisor, Refused to change my flight (even though they were the ones who changed it in the first place!), Refused to refund my flight on line (Apparently, I have to go all the way to the airport and get it refunded at the ticketing booth. So even if I just wanted to take the bus now, since now I won't make it to my meeting anyway and the bus is a Lot cheaper, I would have to still go to the airport first, and waste all my money on taxis and stuff. Also, the e-mail for customer service listed on their website does Not work, the phone number link they attached to my e-mail saying my flight has been changed does Not work, the first time I got connected to customer service and asked for an English speaking operator they hung up on me, and they offered me Zero compensation for my lost time, money (now I have to post pone my meeting to another day, meeting one more hotel fee, and also reschedule my driver, which will also cost more money. Not ot mention the lost dinner reservation that I made months ago!) Do Not Trust when people say this is a dependable airline. They had the worst customer service ever. Took forever even just to be connected! horrible customer service, irresponsible, rude, difficult to contact, expensive
Great Service would recommend
I have used both Jetstar and Garuda to fly to Bali and would totally recommend flying Garuda. Everything is made simple from the time you arrive at Sydney Airport and you can pay for your visa there, then on the plane your immigration is checked and stamped and all you need to do is get off the plane, collect your bags and get them scanned.
The professional way the trip was handled, blankets, eye masks, food and drinks supplied. Baggage limit was also generous
Cant find anything
Terrible customer service and basic questions not answered
I have just booked flights from Jakarta to Denpasar AND Lombok to Jakarta. Had spent 50 mins on the call centre line asking a very simple question on sporting equipment as what’s posted on the website and what their President Emirsyah Satar had said in his article about sporting equipment being free.
The customer service agents: 2 of whom I had spoken to couldn’t answer a very simple question on what the sporting equipment checked in policy was…what the max weight was and what the additional costs were.
They were not sure.
I couldn’t get to ...
Customer service is more than planes
We booked family holiday with Garuda for Easter. Today they cut us back from 6/4 to 5/4 and now 4/4. I spent 20 minutes on their unhelpful helpline. Technical reasons they said. What rubbish. Tickets are selling for more than ours for the flights on which we are booked. Never again Garuda, we are going back to Jetstar.
Last time the plane was new and food OK.
Lousy customer service. Our short holiday is now 2 days shorter. Not worth it.
They rang to say flight from Perth was delayed, at 2.30am!!! Old plane, lousy aircrew..When we went to fly out of Bali, the flight was delayed ( again) overnight at Bali airport is not a great to finish a holiday....Would never fly Garuda again
Nothing, went to Bali with this mob, late flight - both ways - rude staff - no never again
Overall a very good international business class product for a fraction of what SQ, QF and TG charge. The domestic business product is also fine. Note that the new planes out of Melbourne are also used on the direct route and not via Denpasar.
The business class product on the Airbus used between Melbourne and Jakarta is excellent - easily comparable to SQ and TG. Very good in-flight entertainment and the meals were fine. Plenty of drinks and very friendly service. Would certainly use them on this route again. The business lounge at Jakarta is pleasant with a very good food selection.
The bar service in their international lounges needs upgrading.
Arrived at the airport at 8:30 am this morning for a scheduled departure of 10:55 to be told at check in the flight would not be departing until 8:00 pm!! Despite having my contact details on record, nobody from Garuda had bothered to call to advise of the delay even though they must have been aware for at least 6 hours as the plane we were to travel on had still not left denpassar for Melbourne! No explanation for the delay was provided and when I requested an explanation I was told this airline offered cheap airfares. I failed to see the nexu...s which I pointed out to the check in attendant who was rude, defensive and unapologetic. As a result of this extraordinary delay, we will completely miss the first day of our holiday and anticipate arriving at the ungodly hour of approx 1 am tomorrow rather than the pleasant 2pm this afternoon. Not happy. Avoid Garuda and save yourself the disappointment. None that I can identify Garuda airport personnel have no concept of customer service Disorganised and badly managed Terrible flight delay
Fair value, but not quite up to scratch with its competitors.
I have made three recent flights with Garuda. One was great (friendly staff, modern clean planes). The other two were slightly less great - not exactly terrible - but lacking the finesse that I have come to expect as standard from other airlines (bad food, bad selection of entertainment, faulty audio, and sightly curt staff). Garuda is OK value for a medium haul trip from Australia to Indonesia - a few minor inconveniences on a 6 hour flight will not ruin your trip. But I would not consider flying a long haul with them from Australia to Europe when other airlines offer better quality for only slightly more cost.
Poor food, weak entertainment selection, faulty audio.
Recently booked 5 airline e-tickets through Zuji flighing with Garuda Indonesia Airlines from Perth to Bali. Forgot to put a last name on one of the tickets. Zuji say I need to pay them $55 and Garuda will charge me $125. Zuji also needs me to sent a photocopy of that passengers passport. That passenger is only 10 years old and has not got a passport yet. Have recently sent away for one. Also Garuda will need to cancel that ticket and will charge me if that same flight has increased. Surprise, surprise that same flight has increased by $110, so...far. Also I will need to pay any extra taxes that might increase. I've been told that taxes are increasing after July 1st. At the end of the day, yes I stuffed up but what gets me!!!! is that my 10 year old will still be sitting in the same seat as I originally booked and paid for but are being charged an exra $300ish!!! Not happy Zuji and Garuda! Hidden charges
Worst airline for Surfers to travel with!
If you are a surfer travel with another airline!
After travelling back from Denpsar to Sydney I returned home and opened my board bag and one of the boards (New prior to the trip) was demolished beyond repair. It looked like they had caught in a door or had a shark loose in the cargo bay. After complaining to Garuda they basically couldnt care. They said they take no responsibility for luggage and they outsource the ground crew staff so take no responsibility in what happens to your equipment. poor experience which only highlights the poor l...eg room, [censored word removed] food they serve, lack of service agents at the airport meaning you wait longer to checkin in than other airlines and one of the most terrible air safety records in the world. Will ensure no one I know travels with them. Worst airline!! Poor follow up service, poor luggage handling and dont care if their poor service costs you money.
Terrible Airline to travel with
We flew to Bali in April of 2011.. 2 adults and 3 kids , I actually said I would rather pay more with garuda than travel with Jetstar ....never again ... the service was bad, meals cold and unedible,on the way back our sons seat was broken , my tv screen did not work , the plane should have been scrapped 10 years ago ...the staff were rude , we complained to the travel agaent and Garuda direct ....now August 2011 and still have not received any reply ... not sure whether they relise that word of mouth can be the best aadvertisement ...and also the worst ....
Overall - I enjoyed the flight, it was worth the price, but the online experience prevents me from giving them the highest rating.
Flights attendants were attentive, and full of smile. Food was good, selection of authentic Indonesian food/beverage/fruits adds special touch. My only suggestion is to redesign the dining set to make it look more modern.
The ticket price was significantly bigger than other Indonesian airlines (I checked prices through Tiket2, and, it must be told, when it comes to online booking service, at Garuda don’t expect to g...
If you don't want to waste holiday money on your travel arrangements, go Garuda. If you want something modern, clean and something to eat that you can readily identify without reading the box ( no plates here...), fly with a different airline. Also if you are going to need a special diet, physical assistance or have some kind of special need, I would also suggest a different airline. The language barrier seems to be quite significant and making yourself understood is highly difficult.
The fares are cheap and Garuda often undercut the sale fares...
Took Garuda return to Bali. Flight attendants seemed disinterested on trip there, fantastic on way back despite 2am flight (and did well with an elderly gentleman who had fallen ill). In-flight entertainment was decent, food was good. I was surprised by the lack of English spoken on in-flight safety and in use of Public Address, considering a plane full of Aussies were taking a trip to/from Australia - although I do realise it is an Indonesian airline, obviously. Overall, can't really complain with what Garuda provided me.
Cheap, direct flights to Bali. In-flight entertainment.
This flight always known to be on delay. This is troublesome if you have some familly member will pick you up at the airport. My flight was delayed for 5 hours, this is really annoying. During landing, I saw the luggage storages (above the seat) shaked and opened.
Cheap International flight. The food is good, suits for Asian people.
No direct flight to go to Jakarta from Sydney, it always in Bali (this is really wasting time during transfer). In-flight movie entertainment is not good if you are sitting right at the back, you can only watch a part of the TV screen. The staff is not so friendly.
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.