Garuda Indonesia Reviews 

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.

On a flight from Tokyo to Melbourne with a stop over in Jakarta, the flight from Jakarta was "delayed" for 20 hours. This flight was cancelled with no explanation. It looked like a purely commercial decision.

Garuda put us up for a night in Jakarta as they could not put us onto any other flights to Australia. The organisation and customer service around this delay were terrible. It was a frustrating and bad way to finish a great trip. I will never fly with Garuda again.

If you are thinking to fly internationally with Garuda from Jakarta at around midnight, think again. The check in lines were one of the worst thing I've ever experienced. There were 5-6 international flights at around the same time and they only open 6 counters for economy class so yes chaos and unnecessary anxiety whether you are going to make it to the flight or not. Please reconsider flying with Garuda, for your sake.

Cancelled online and it said I'd get a full refund. Multiple months and multiple threads with the airline later and I both don't have any refund nor any reason they're even claiming for not issuing it; they just keep asking for more information that they already have. Horrible; avoid.

Impossible to check-in online and select a seat until you get to the airport check-in desk.
Their system doesn't talk to other airlines (ie Qatar), leaving you without a seat until the last minute.
Aircrafts are pretty old, still with the entertainment remote on the armrest. Seats are old and recline maybe by 5 degrees, making the journey very uncomfortable.

Extremely poor customer service and food preparation.
They force you to eat you didn't order.
They don't occomadate alleges.
Force you to eat fruit high in sugar food.
Doddy customer care. On my food request confirmed to give me a fruit platter I didn't order.
Forcing passengers skip meals during the flight especially business.
Don't use them for long/business flights. Not intelligent enough to read, listen, anderstend especially Doddy.

Garuda flight is great, beats all other airlines from Sydney to Denpasar, however, the flygaruda app is a nightmare. I can't log in to my app because of some unknown issue that can't be resolved unless I jump through many hoops, gave up on that. Check in online is another issue, I went through many questions all goes well until you get to the actual checkin prompt.... You can't checkin online and to reserve a seat you pay $150 for any seat. Very frustrating !
Anja

Flight canceled, 14h of waiting for no solution, Garuda desk was even not able to cancel my initial check-in allowing me to book another tickets!
A real nightmare... avoid Garuda!!!

their WhatsApp customer service representative Firman was not helpful at all and gave me the wrong information regarding luggage allowance for my flight. when I asked to speak to the supervisor he told me to just file a complaint. then he told me "you're welcome" even though I didn't thank him because he didn't help me at all.
I chose my seat during online check-in. then at the airport I realized that they changed my seat to a much worse one without asking for my permission or notifying me. when I brought up the issue to their ground staff, they said there's nothing they can do and told me to file a complaint again. it seems like their staff either in person or online doesn't want to provide any help or take any responsibility. all they say is they can't fix the issue, file a complaint. for an airline that calls itself the flagship carrier or a country, they fall far below the bar expected for a national airline.

Travelled with Garuda Indonesia on the 31st May 2025 and they lost my luggage. I was reunited with it on the 5th June but I spent 5 days without it so needed to buy essentials but also it ruined the first 5 days of my 14 day trip. On arrival I completed a PIR form with the airline and I have been requesting compensation since June to be told they are investigating.
How it takes 4 plus months and still not resolved to trace paperwork that was created in June of this year baffles me.
Avoid this airline if you want to have your luggage with you on holiday.

Awful assistance service... a disaster if you have a request? No humanity: they will refuse any refund even for a special situation. They think policy only. Very disappointing.
<
trustpilot.com
凸
⑦

My son had a flight with Garuda Airlines from Semarang to Jakarta Indonesia on the 9th of September (DK8NWA). The counter staff kept him waiting and would not let him pass to the gate. They gave some excuse why his ticket was not valid. He missed his flight and his connections to Phnom Penh totaling $300. The staff behind the counter were actually laughing which he caught on camera but there is no place here to add a video file.

In labuan bajo airport, completely incompetent staff, made us wait 40 minutes for baggage drop, completely unwilling to communicate, speak English, or explain the issue. They made us pay for the extra kilos, and then wanted to take a picture of our credit card with their personal phones, including expiry date and so on, claiming that our card wasn't registered on their system.

We do not understand how this airline made it to the sky team alliance. Flying on the back of a pigeon would have been easier.

Rahmi was our teller and she did a miserable job.

Avoid flying with this airline at all costs. Our poor experience makes it very hard to recommend this airline to anyone.

I bought a ticket from Melbourne to Singapore through AirAsia MOVE, but the actual airline was Garuda Indonesia. There was a small typo on the name, and as anyone who travels knows, airlines normally allow name corrections (sometimes with a fee, sometimes without).

I submitted my request three times and each time, AirAsia MOVE failed to process it. Instead, they sent me in circles, refusing to resolve something that should have been straightforward. Out of frustration, I finally requested a refund — only to be told that it’s not guaranteed and could take up to 3 months to process.

This makes absolutely no sense — my flight is less than 3 months away, so by the time they even decide on my refund, the flight will already have passed!

This is unacceptable customer service and a complete lack of accountability. I’ve spent over 30,000 PHP on this booking, and they’ve provided me with nothing but stress and wasted time.

⚠️ Avoid this company at all costs. If anything goes wrong with your booking, you’ll get nowhere.

The fraud committed by Garuda Indonesia airline. Through its application, regarding the validity period of miles displayed on the application I opened from January to April 2025, where at that time it indicated that there were no miles set to expire for the next 3 months, but in April the Garuda Indonesia application actually indicated that there had already been 2 consecutive deductions of miles, which had already occurred in February and March. When I complained about this, they instead offered me to buy an extension of miles, this is clearly a scam, and they are deliberately committing fraud in the system to sell Garuda products. It has been 5 months since I inquired about updates and there is still no solution, and I am only told to wait indefinitely. Even with the arrogance of Garuda's customer service, they ignore my questions regarding updates on this issue.