Garuda Indonesia Avis 

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.

Cancel flights and then charge $250 cancellation fee when you ask for a refund. $1000 taken for a service which they couldnt provide and still waiting for balance to be paid. Doubt I’ll get paid a cent.

Garuda Indonesia are unlawfully refusing to refund consumers. Join the Facebook group Garuda Indonesia Airline Refunds to help fight for your rights.

Really HORRIBLE SERVICE from a national carrier. Garuda Indonesia did not highlight in the bookings and/or confirmation that customers flying to Indonesia would require a medical cert to certify that the person is fit to fly. Note that this is such a SENSITIVE PERIOD due to the covid situation (background: contract is up and helper wants to go back to Indonesia to celebrate Hari Raya with her family).

Appalled that there was no mention anywhere and we had to rush for my helper to get a checkup at the very last minute right before checking in. Was very worried that she would miss her flight, again, due to the long queue at the airport's medical centre as the lines were long and many were Indonesian helpers presumably flying back to Indonesia as well. It also costs 4 times the original price of getting the medical cert at other clinics outside of the airport. We could have brought her for a checkup at a more relaxed pace if we knew earlier too.

Her original flight a day earlier at 2pm of 18 May was cancelled 5 hours before takeoff via SMS ONLY, at 9.30am. There was no email confirmation so I called in at 10.48am to confirm the change of flight to the next day. Even over the phone, the service agent DID NOT mention about the medical cert when she could have gave a friendly reminder.

So the last minute cancellation was done 5 hrs before flight and there was ZERO mention of the document (medical cert) to fly anywhere, during the booking, or confirmation. After writing in to Garuda for an explanation for their lousy and lack-of-communication, they've decided to just blame their Indonesian Government for the regulations instead of being responsible as the carrier and first point of contact and ignore my messages thereafter.

Please Garuda Indonesia, if you want to provide a service, do it well and for your country's sake, do it properly to uphold the standards befitting the national carrier. Please don't be a disgrace nor mention that you're a 5-star airline if you can't even do this right!

Really APPALLING SERVICE!!!

No customer service.

Never again. No available persons in the chat on website (always).
Customer service on the phone will let you wait for literally hours charging international call fees.
Not replying emails, only automated standard answers.

My insurance company requires to contact airlines first, but I am not able to get any written response :(

ZEER goede maatschappij. Nu 3 keer met hen gevlogen vanuit Nederland en ook in Indonesie een aantal keren. Alles heel netjes, vriendelijk en stipt. UITSTEKENDE service. Prima maaltijden. Stoelen en beenruimte in orde. Crew erg behulpzaam en vriendelijk (zouden we in Nederland nog wat van kunnen leren).
Omboeken ivm vroegtijdige terugkeer goed geregeld.
Volgende keer zeker weer Garuda Indonesia. Wat mij betreft 5 dikke sterren.

DO NOT BOOK ANY FLIGHTS WITH GARUDA.
Garda Indonesia have just rerouted my direct return flights from London Heathrow LHR to Medan KNO scheduled for February to March 2020.
The flight now goes from Amsterdam Schiphol AMS to Jakarta CGK.
There are no connecting flights added to the itinerary, they have effectively randomly assigned new flights. I subsequently found out that this re-routing from London to Amsterdam has been going on since September 2018.
They have been selling tickets under false pretences for over a year. Clearly this is a scam to sell more tickets by poaching customers from other airlines by offering cheap direct flights that they have no intention of actually running. Then you are forced into using a flight that you would otherwise not book, because their refund policy is 30-40 days. In reality people are reporting longer than 40 days.
I am now looking at a trip of over 24 hours instead of 13.

Garuda Indonesia always and always turn off their air conditioning before take off.
To make it worse, often garuda Indonesia make their passengers wait inside the plane around 30-45 minutes without air conditioning before boarding.
I think they do that, just to avoid penalty applied by regulator for delay if the passengers are waiting inside the terminal.
And regarding punctuality, their sister company Citilink and Batik air also very on time, plus they TURN ON THE AIR CONDITIONING.

Grote devaluatie nu Jakarta niet meer de mainport is voor de route Amsterdam / Jakarta. Medan is niet ingericht om passagiers op een goede wijze de overstap naar Jakarta te begeleiden en evenzo van Jakarta naar Medan. Bagage wordt niet automatisch getransporteerd naar de binnenlandse vlucht en van binnenlandse vlucht naar internationale vlucht.

I fly Amsterdam Bali 4x a year. Always was happy with Garuda.
But now they changed their stop over from Jakarta to Medan in Java.
Change from a triple 7 to an airbus with bad seats, too short and less space.
So now in airplane for 18 hours because you'r not allowed to get out in re fuel stop. (At KLM your must go out for safety reasons while plane is refueled)

Also annoying is that i get 6 changes since i booked 2 months ago with each time different times.....annoying but oke, still i can handle. But now on top of all this they change return flight to be one day earlier. That does it for me. After 20 trips to Bali last few years this is going to be my last with Garuda.

This flight is not looking a bit on the one i original booked online.
As a passenger you are nothing for them and try to get one on the phone....when you on vacation...

Thanks Garuda

Thank god more carriers go to this destination.

Couldn't be happier with my Garuda trip. Not only they were the only airline offering reasonable prices for my Xmas/end of year trip but the flight itself offered a lot of value. The flight attendants kept serving drinks the entire flight as opposed to other airlines who dehydrate their passengers to force them to buy water and food. Blankets, pillows, headphones were all neatly offered for everyone to use as they please. And the cabin crew overall was very nice. The only complain was that everything was held in plastic. Atleast they used real cuttlery and not more plastic

WORST AIRLINE EVER!

We booked flights from Amsterdam to Jakarta and Jakarta to Perth for December 2019 and back in January 2020 in the beginning of August 2019. Then, at the end of September 2019 they suddenly announce that they won't fly directly from Amsterdam to Jakarta anymore and they cancelled and rebooked our flights. As a result, we would miss our connecting flights, which we also booked with Garuda Airlines. We finally managed to rebook the flights again and will now fly from Amsterdam to Bali and Bali to Perth (with a 9-hour layover in Bali instead of 2) and as a result the trip from Amsterdam to Perth will now take 30 hours instead of 20. And we also have to spend 17 to 18 hours on the plane because of a fuel stop.

If this wasn't already bad enough, they will not give me a refund on the seat charges that I am entitled to. Instead, they keep saying that the refund has already been processed and that the payment has transferred to my bank account in the beginning of October 2019. I have sent them bank statements to prove that I have not received this, but they keep sending me the same information.

So, I will never travel with Garuda Airlines again and I am extremely disappointed in their customer service. Worst customer service and worst airline I have ever experienced.

Garuda verdient eigenlijk geen ster dat is nog teveel voor de zeer slechte service die zij leveren. daarom voor ons nooit meer Garuda.
en hoop met mij meerdere mensen.

Bij hun geboekt ivm Amsterdam-Jakarta een directe vlucht op 19 december 2019. Opeens via facebook moeten lezen dat ze per direct vanaf 1 oktober 2019 stoppen met de vluchten naar Jakarta zonder iets van hun gehoord te hebben.
Nu opeens hebben me ze omgeboekt om eerst naar Bali te laten vliegen en van daaruit naar Jakarta. Ben nu 6 uur langer onderweg.

Ze waren ook eerst slecht bereikbaar, de telefoonnummer werkte niet. Vervolgens iemand aan de lijn te krijgen die er totaal niks van weet.
Nu dus nooit meer Garuda Indonesia.

Garuda wijzigt vluchtschema zomaar. Na contact was er alleen een plek een dag eerder op de terugvlucht. Dat betekent een dag korter vakantie, maar belangrijker nog, we komen van een duiktrip en die vlucht zit te kort op onze duiken. Ik vind het zeer verontrustend dat Garuda de gezondheid van de reizigers niet serieus neemt en niets doet om te helpen. Ze zeggen nu ook dat we alleen nog kunnen wijzigen als we ervoor betalen, omdat we al omgeboekt zijn. Belachelijk. Nooit nooit nooit meer.

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Garuda changes the flight schedule for no season. After contacting them, they said there is only a spot available on a return flight one day before our original flight date. This means one day less on our holiday, but more importantly, we come from a scuba diving trip and the flight is too short after our last dive. I find it very disturbing that Garuda doesn't seem to care about the wellbeing of their travelers and does nothing to help us. They now say they can only change our flight if we pay for it, because we are already booked onto another flight. Never never never again.

Never use this airline. Flights are changed or cancelled without telling you and when you try to sort out the mess they create the staff are unhelpful and will tell you anything to get you off the phone. Will never fly with them again.

We wanted to upgrade to premium economy or business class or even extra legroom and when we got to the desk we enquired and were told the whole flight was full, we were obviously disappointed especially as the lady told us if you get there early enough they give away upgrades for FREE! so we were even more disappointed however we got onto our flight to see premium economy had 21 spare seats and business at least 5 free. Obviously after saying we would PAY £1000 each for a business upgrade and being told it was full we were furious. However we moved to the premium economy section anyway and due to the inconvenience we had experienced the cabin manager let us stay in premium which was lovely! A good experience in the flight just shocking experience from the check in crew at Heathrow.

Never ever take these guys to any of your flights, yes they are direct and slightly cheaper.

Flight from London was 3 hours delayed, on return flight was cancelled, refused to pay for accomodation next available flight was given 2 days later.
Apparently flight was cancelled due to operational changes.

As someone who is self employed this is 2 days worth of working days lost plus I have to pay for another 2 days of hotels because of their incompetence. This airline will be sued I promise

Flight itself uneventful but landed in a cargo depot. Had to stand waiting on tarmac for a bus to luggage reclaim by back door. Then waited a long time in chaotic hall with wrong carousel numbers shown. Eventually cases arrived on an extremely rough chute. They had smashed off a wheel and the lock from a brand new case😟
Very late and too tired now to find an office to report damage but showed a supervisor and then emailed the airline following day firstly on a Garuda webpage form and then on an email address which they said I had to contact.
They simply ignored the complaint and eventually sent a reply saying it had to be reported within seven days of the flight!!! It was😬