Garuda Indonesia Arvostelua 125

Garuda Indonesia “crushed baggage” en geen afhandeling

Op verzoek van het personeel is mijn handbagagekoffer afgeven om in het ruim te laten plaatsen. Dit doe ik normaal nooit vanwege medische benodigdheden, maar door problemen met de rolstoelbegeleiding (ik was ziek) had ik geen energie om in discussie te gaan.

Bij aankomst in Jakarta (binnenlandse vlucht) bleek mijn koffer zwaar beschadigd. Door Garuda zelf aangemerkt als “crushed baggage”. Volgens hun eigen beleid: Total Damage → recht op vervanging.

Toch gebeurt er niets.

Na meerdere berichten ontvang ik alleen standaard excuses. Daarna blijft het stil. Wel kreeg ik een “officieel” aanbod van €25 en later €50 – totaal niet in lijn met hun eigen voorwaarden (€250 vervangingswaarde).

De koffer (Samsonite hardcase) is volledig kapot. Scheuren in bodem en hoeken, wiel los. Het Zonlicht scheen er letterlijk doorheen.

Vreemd? Bij 12 uur vertraging op de heenreis werd compensatie wél binnen 2 dagen betaald. Dus het kan wel, maar bij schadeclaims reageert men gewoon niet.

Zeer onprofessioneel. Prima airline als alles goed gaat, maar bij problemen word je genegeerd.

Mijn advies: geef je handbagage niet af, zeker niet op verzoek van personeel.

Zijn er meer mensen die dit hebben meegemaakt?

Worst flight that we ever had. We flied hundred times with different airlines. This airline is totally hopeless. They keep pouring alcohols to the three drunken Australian men. They totally has no clue of one shot size is. Everytime they asked a drink, they pour the whisky or vodka as full as a coffee cup! Ten cups for each man. We sit next to them and we have to listen their swearing and stupid stories the whole 6 hours. So stressing. We have two boys with us. The whole flight was horrific. Poor old lady in front of them is so stress too and started to cry. To maximize our pleasant flight, one man threw up and splattered to my husband body. Stupid flight attendants! The control is in your hands! You can stop serving them alcohol! Enough with the white supremacy! They even cat calling you. Are the other customers less important than them? We tried to contact you and nothing happened up to now. If its singapore airlines, sure they will handle the situation much better than you and they wont put up with any drunken man at all in the flight!!! 6 hours flight feel like forever horor flight!!!

I recently flew from Lombok to Jakarta on Garuda, and even though departure was delayed (they had to replace a tyre which burst on landing, or something), the airport staff were transparent and clear about what was happening while they made the replacement. Noone likes an unavoidable deplay, but I have to say in the circumstances the Garuda people were wonderful.

Booked a Garuda flight from Singapore to Jakarta departing at 1030am on 9th April. They suddenly changed it to depart at 7.25am instead. I am unable to be at the airport by 5.25am to make this flight and hence requested for a refund. Garuda rejected the refund saying they have the right to make adjustments to a flight anytime within 4 hours with no consequences and customers cannot have the right to refund. This is a nonsense, If Singapore Airlines do this they will refund at once. Until now they are still refusing my refund.

De ændrede vores flybilletter til en anden dato
Og jeg søgte refusion d. 7/2 og har stadigvæk ikke modtaget mine penge retur

Scam firma!!!

Sie haben meinen ReiseKoffer kaputt gemacht und nichts erstattet . . .

Had a flight booked to Bali via Dubai.
Then the US/Iran war kicked off.
Absolutely no chance of a refund.
They were the worst.
Booking.com was no better or more helpful.
£1600 for a flight I couldn’t even get on.

Eerste keer en laatste keer!!! Wat een ramp. Je ziet het personeel alleen bij het brengen van het minimale voer wat ook nog eens koud was. Het mocht geen eten genoemd worden. Een doorgezakte stoel een voeten bankje dat 15 x op mijn voet belande! Water rondbrengen ho maar, ze verbleven vooral in de business class om die te pamperen, terwijl het grootste gedeelte van de passagiers het leeuwendeel van de vlucht betaald! Ze kunnen een voorbeeld nemen aan Emirates of EVA! GARUDA SCHAAM JE!

1. Saya booked tickets PP dr Hongkong -Jkt, Jkt- Srg. harusnya sy return ke HK tgl 1 maret, tp krn ada kpentingan klrga sy cancel /undur ke tgl 7 maret 2026,&bersamaan dg tiket suami. sy hrs byr lg 1,5 jt pdhl airplane &seatnya lbh kcl dr 2-4-2 ke 3-3.
2.perubahan jdwal penerbangan suami dr Semarang,harusnya tgl 7Mar jam 6pm, diganti jam 15.25 pm tanpa alasan yg jelas. cuma pemberitahuan dr email.
3.Sy trpaksa jg menyesuaikan jdwl penerbangan suami
4. Penerbangan dr Jkt-HK dg GA 860, sangatlah tdk nyaman, sempit &seat sy tdk bs di maju mundurkan, dg mengingat penerbangan yg ckup lama amatlah sangat capek. Mngkin yg seharusnya airplane buat penerbangan domestic malah jd international.
5. Dg alasan no.4 td, sy berfikir utk pindah seat belakang sy yg 3 seatnya kosong semua, tp apa kata pramugarinya, tdk boleh. Very disappointed.
6. catering buat mkn, yg biasanya ada rotinya,, eee tdk di kasih. cm butternya aja, nasi,lauk, fruits dan dessert. hrsnya crew cabinnya pay attention about this.
1 baris seat sy tdk dpt roti,. pdhal 2 pramugari lho yg nyiapin&ngasih.

I never use any other airline than Garuda if I am in Indonesia. But never find a difficulty to get a refund (even before with promotional ticket) but really disappointed now, I bought (not promotional) ticket and promotional return one. But due to what happened with Middle East at the moment, I had to change my flight which going to bali straight away , hence not using my jkt-bali ticket and only want to use the return ticket.. in which I supposedly able to get a refund of my one way (not promotional ticket). But they refused this and basically said I get nothing because one of the ticket is the promotional one? I don’t get this as if both way are a promotinal ticket, This is understandable. But this is not!! And all this think with re routed etc and if I don’t do it, I can’t even use my bali- jkt if I don’t re route as classified I won’t use my first ticket?! it just feel been tricked by this airline ..

Sudah mau take off, tiba2 seluruh penumpang d minta turun, krn ada kesalahan pada engine, memang sebelum departure gak d check dulu atau gimana? Kursi juga sudah pada old dan kusam. Tapi yang naik masih banyak. Heran…

Solid airline. I took a flight straight from Amsterdam (directly) to Jakarta. Got treated nicely by staff in economy class both ways. No delays either. Flight staff was accomodating. Would recommend overall!

pPersoneel aan boord en aan de balie is, net als bij de meeste vliegmaatschapppijejn, vriendelijk en behulpzaam, hoewel je ze tijdens de reis (15 uur) alleen nog ziet bij het eten. Wanneer je iets te drinken wilt hebben moet je naar de " keuken" om het te bestellen. Alcohol is daar tegenwoordig weer wel te verkrijgen.
Zitplaatsen, beenruimte, is aan de krappe kant. Miles punten verdwijnen na een aantal jaren. Hierdoor kan het dus gebeuren dat je je Gold/Platinum kwijtraakt wanneer je wel nog steeds ieder jaar vliegt, maar je vliegfrequentie wijzigt. Personeel op hoofdkantoor in Jakarta totaal niet klantvriendelijk, eerder arrogant. Eten aan boord erg slecht. In tegenstelling daarmee is het eten in Business Class fantastisch. Het kan dus wel. Maar om daar nu ca 3500 euro meer voor te betalen......
Ook het entertainment aanbod is belabberd.
Wel vind ik het een groot voordeel om in Jakarta al door de douane te gaan zodat je op de Domestic aankomst zo naar buiten kunt lopen.
Ik erger mij echter over het feit dat je de miles status kunt verliezen ondanks dat je ieder jaar met deze maatschappij vliegt. Kortom, ik ga vanaf nu ook weer kijken naar andere maatschappijen. Deze zijn vaak goedkoper en een aantal bieden (veel) meer op ruimte, (comfort) eten en entertainment

I would give less than 1 star if I could!!
I was on live chats for an hour.
They just stopped responding to me!!!
WTF????
WORST SERVICE EVER, TERRIBLE

Terrible. They offered dinner on the flight and I took it, I was hesitant because I know Indonesian food is not the cleanest but I had just came from Bali and didn’t have a bad experience with any of the restaurants I ate at. The food on this flight tasted weird but I ate it anyways because I was starving... the green beans were like grey, the chicken was rubbery and tasted very strange. 5 hours later I’m having really bad stomach pain. I lay down in my terminal and buy myself a Caesar salad and can’t bring myself to eat it because the smell alone was making me gag. I’m walking around the airport sweating, crying cause I’m in so much pain. All of a sudden I’m running to the bathroom and I am continuously vomiting 1 hour before my international flight. I got really bad food poisoning and was throwing up my whole 17 hour flight home. Wish I could get a refund this flight was so terrible and ruined the whole way home for me

The flight itself was fine but our return flight was delayed overnight. Despite me trying to contact Garuda at the time to get help with accomodation for the night I was ignored. I have since returned home and reached out to them for compensation. I have received nothing but patronising communications and arrogance. I would never fly with them again based on their disgraceful customer service team.

As an Indonesian, I wouldn't recommend this airline to anyone.
Their customer service is very unprofessional. I made a request in the afternoon via chat to change my date and was told to pay the price different. I agreed and did so straight after. But to my surprise, they chatted again 5 hours later to say that I had to pay another 1000 AUD because they made a mistake in the first place.
When I contacted their cs via chat, I was also considering to cancel my ticket and buy a new ticket in the afternoon, which was a similar price to my original penalty. But now, the ticket is no longer available. Now i was left with no option but to pay 1000aud.
I complained and refuse and ask them to honor their price they gave me, but it went nowhere. They don't have a proper call center, just WhatsApp. And knowing Indonesian policies myself, I know very well the customer is not well protected. Hence, to be safe, don't use this airline.

My Garuda Indonesia return flight from Mumbai to Melbourne on 31 December was cancelled close to the travel date, causing serious disruption and stress.

What made this experience unacceptable was not just the cancellation, but how poorly it was handled. There was no clear communication, no ownership, and no urgency. I was repeatedly told different things by different representatives.

When I contacted Garuda directly, I was informed that alternative flights on the same day were available, but they could not rebook me because a refund request had already been initiated by the booking agent. This created a deadlock where Garuda would not act, and the agent kept redirecting responsibility back to the airline.

As a passenger travelling internationally with fixed dates, this level of service is inappropriate. Being left without confirmed return tickets just days before travel is unacceptable for a full-service airline.

Cancellations may happen, but the lack of coordination, accountability, and customer care shown here reflects very poorly on Garuda Indonesia. Based on this experience, I would not recommend Garuda for international travel, especially when reliability and support matter most.

This was my first time using Garuda Indonesia for a round trip between Melbourne and Tokyo (Narita) via Bali.
Unfortunately, the experience revealed serious and repeated problems with the airline’s systems and customer support.
Key issues I experienced:
• A fully paid ticket for one family member could not be issued at Melbourne Airport due to “system limitations,” despite payment being confirmed.
• I was told the missing ticket would only be issued after arriving in Indonesia, which caused significant anxiety.
• On the return journey from Narita, I was denied boarding because a visa number could not be confirmed, even though this requirement was never clearly communicated in advance.
• I arrived more than two hours early, but long queues and a very short deadline at the counter made resolution impossible.
• Staff acknowledged that similar cases had happened before, yet no prior warning was given to passengers.
• Information provided by customer service in advance (regarding onboard use of an inflatable footrest) was contradicted on board.
• After the trip, repeated email complaints resulted only in one-sided responses denying responsibility, with many questions left unanswered.
• In addition, two acquaintances of mine have experienced baggage being lost when flying with this airline.
Based on these experiences, I believe Garuda Indonesia has serious issues with system reliability, internal communication, and customer service consistency.
I will not use this airline again and cannot recommend it to others.