Contact Garuda Indonesia: Find below customer service details of Garuda Indonesia airline, including telephone and address. You can reach the below contact for new flight booking, cancellation, refund, baggage claim, cheap airfares, deals or other queries on Garuda Indonesia. Besides contact details, the page also offers information and links on Garuda Indonesia services.
Garuda Indonesia Head Office
Garuda Indonesia Building Jl.
Medan Merdeka Selatan
No. 13 Jakarta, 10110 Indonesia
Garuda Indonesia Customer Service
0 804 1 807 807
or 62 21 2351-9999
Email Garuda Indonesia
To email Garuda Indonesia click here
Garuda Indonesia Offices
Germany: (49-61-5) 206024
Italy: (39-06) 42013289
Netherlands: (31-20) 550 2600
UK: (44-20) 74678661
Saudi Arabia
Dammam (966-3) 864 4527/ 5638/ 8847
Jeddah (96-62) 665 6121/ 665 8730
Riyadh (96-61) 216 0855/56
Qatar: (974) 4622122
UAE
Abu Dhabi (971-2) 633 8700
Dubai (971-2) 3976161
Muscat (968-2) 470 2820
China
(86-10) 58797699
(86-21) 5239 1000 Ext 188/189
Hong Kong: (85-2) 2840 0000
Japan
Nagoya (81-52) 222 4771
Osaka (81-6) 6635 3222
Tokyo (81-3) 3240 6161
Korea: (82-2) 773 2092/5
Taiwan: (88-62) 2507 3037
Malaysia: (603) 2162 2811
Singapore: (65) 62502888
Thailand: (66-2) 285 6470
Philippines: (63-2) 5238581-88
Vietnam: (84-8) 87300 5858 / 7305 5888
New Zealand: (64-9) 366 1855
Australia
Adelaide (61-08) 82312636
Brisbane 1300365330
(61-07) 38350400
Melbourne (61-3) 8663 0222/ 0297
Perth 1300 365 331
Sydney 1300 365 331 /(61-2) 9334 9944
Canada
(416) 9243175
(604) 6897479
USA
California (818) 9907083
Chicago (312) 3290053
Houston (713) 8771942
New York (212) 2790756
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Flight Status
To check Garuda Indonesia flight status online click here
Flight Schedule
To check flight schedule online click here
Web Check-in
To check-in online click here
Trace Lost Baggage
To trace lost baggage click here
Baggage Information
For checked baggage, Economy Class passengers can carry 20kg while Executive Class passengers can carry up to 30kg. For cabin baggage, passengers are allowed to carry one baggage, weight not exceeding 7kg and 115 linear cm. Visit the website for more details.
About Garuda Indonesia
Garuda Indonesia was founded in the year 1949 and is the national carrier of Indonesia. The airline flies to over 45 destinations, including the Middle East and Australia. Garuda Indonesia operates from its main hubs at Soekarno-Hatta International Airport, Ngurah Rai International Airport and Sultan Hasanuddin International Airport. Garuda Indonesia was named as the World’s Most Improved Airline by Skytrax during 2010 World Airline Awards. The airline further won Indonesia Best Brand Award – Best Brand Platinum 2010. Skytrax has given the airline a 4-star ranking.
Garuda Indonesia destinations include Bangkok, Hong Kong, Kuala Lumpur, Singapore, Tokyo, Nagoya, Osaka, Seoul, Guangzhou (Canton), Beijing, Shanghai, Melbourne, Perth, Sydney, Jeddah, Riyadh, Dammam, Dubai, Amsterdam, Banda Aceh, Medan, Pekan Baru, Batam, Padang, Palembang, Palu, Jakarta, Ampenan, Kupang, Kendari, Biak, Ternate, Solo, Jambi, Malang and more.
I flew via Garuda GA728 on Tuesday 30th October. When I received my luggage back there was a large indent on the side which almost appears like the suitcase has either been booted or something cylinder and heavy was resting against it as it also damaged shoes that were located in the same spot, after speaking with customer service I was advised there was nothing they could do for me even though my suitcase is less then a month old. I am very disappointed with this outcome.
We were in business class row 7 on last nights flight from Bali to Perth. When the galley started to prepare food for dinner service passages in row 6 in front of us where surrounded by cockroaches, the young teenage girl had them running all over her and she was very traumatised and thanks to another passenger changed seats. Unfortunately it didn’t stop there as we were all then subjected to roaches running all over the overhead luggage compartment in the business section the entire flight home. Sadly staff choose to ignore passengers complaint or pointing them out centimetres for the stewardess head. We pay a lot of money to fly business and travelling with cockroaches is not what I expected to pay for.
Flight: GA-862
Flight Date: 21/06/2017
Passenger Name: Ms. Jabeen Dodani
Seat Number: 37K
ETKT No. 126133889458201
Request for Improved Customer Service.
1. This is to kindly bring to your notice that I am a Jakarta-based passenger who travelled with 3 other passengers as family members to Mumbai with details mentioned above.
2. I am a passenger who will provide positive and negative feedback when it’s due but unfortunately on this instance, it’s the latter. The fact is that, if I did not provide this feedback, then it would be my and family last time travelling with your airline and with this I still have hope that my feedback will be taken on-board, investigated and improvements made in accordance to your status as one
of the world’s best airlines.
3. I would like to draw your attention towards the misbehaviour by the cabin crew on the abovementioned flight with names mentioned as follows:
a. Novelita
b. Intan
4. Various incidents described as follows:
a. When we boarded the flight from Jakarta, we asked your cabin crew if we will be de-boarding while in transit at Bangkok and all we got were blank faces and they had no clue.
b. I requested for drinking water from Novelita which was declined using the reason that it will only be served when meal services commence. What kind of an excuse is this? What if I was a passenger who needed to take my medication on time or any other bonafide reason?
c. Vegetarian Oriental Meal was not given to me on the Bangkok-Mumbai Leg until I asked the cabin crew.
d. My child was not offered a meal until we asked for one and then it was provided. On both encounters meals were served cold. Cabin attendants cared less on this instance and did not offer an apology or neither offered other means to remediate the same.
e. My husband asked for red wine and received a response that each flight is equipped with 2 bottles of wine and it got over halfway serving passengers. Just so you are aware, that I have been travelling to India and other countries round the world using other well-known NON-BUDGET airlines but never ever have I heard of anything ridiculous and bizarre reason as this one. For once I was thinking if we were in the wrong flight until I noticed the Flight Safety card in front of my seat and was reassured of being on the right one but unfortunately facing a Shocking experience! Again, not even an apology or a smile was offered.
f. Another incident that took place when some passengers requested for blankets and were advised by one of the cabin attendant that they had run out of it until another colleague arrived, opened the overhead compartment and found a whole sealed pack. What’s funny here is that, your staff is working in a fashion like one hand does not know what the other hand is doing. Aren’t all cabin attendants suppose to know where things and equipment are kept? Adding insult to injury, some passengers did not even get any food as part of the meal service because there were insufficient meals on-board. While this part affected other passengers that I personally knew of, but then I am putting myself in their shoe and this could have happened to me as well!
g. To hammer the last nail in the coffin, when these affected passengers asked the staff of the insufficient meals, they got the most unbelievable response which was, the cabin crew themselves didn’t have any meals for themselves to open their fast!
5. Observation:
a. I have been travelling the world using various airlines and never once did I get this response from any cabin crew. It’s shocking that Garuda Indonesia being an esteemed airline and recently received an award from SkyTrax as having one of the world’s best cabin crew behaving in a shocking manner. Unbelievable!
b. On a positive note, I had last travelled by Garuda on a return journey to/from Perth on the 25th April 2017 – 2nd May 2017 and it was an amazing experience.
c. Based on Point B, I can’t help thinking and observing that flight to Mumbai was terrible but flight to Perth was amazing. Why? Isn’t there supposed to be consistency of service regardless of destination being serviced? Only Garuda Indonesia can respond to this internally.
Conclusion:
h. I am not saying that everyone should be perfect. I too have had this experience with other airlines in the past BUT the ONLY DIFFERENCE here is that the other airline cabin attendant offers an apology with a smile unlike yours that has caused me to take out more energy to express my disappointment via this letter.
i. Is the cabin attendant to be blamed entirely? NO. They just happened to be a drop of lime that spoiled the entire milk which is the airline company in this case. We would not be raising this with you if proper training and professional service delivery were taught to them. So unfortunately, Garuda Indonesia has a HUGE role to play in this.
j. A humble recommendation from a disappointed passenger to you would be to improve the overall flight experience right from Ground Service to Airborne v.v. and ensure this kind of experience is no longer happening to any other passenger.
Thank you for your attention.
Regards,
Jabeen Dodani & Family
• I booked flight for 3 persons
• 9th September – return 16th September. Cost $2626.74
• Realised I had put wrong return date which should have been 17th September.
• Rang Garuda whom then charged $308.41 to change to return 17th September..
• received my Visa statement and found Garuda cancelled my previous flight my credit card was again charged another AUD $2626.74 as a duplication.
This was 26th of April- Now on 3rd of June after many emails I have not received a credit or confirmation from Garuda instead I get my bank to investigate.
This is now 6 weeks and all I get is polite replies to stay patient.
• Please confirm if will be done or I get my bank to follow up.
It would also be nice if I could get a reply from [email protected] emails responded to to confirm what happened and when will be rectified?
I see there is no customer service email address, if so can I have this or your head office address to follow up for answers,
This has cost me due to the extra 27,500,000 Rupiah on my credit card and no one has helped return it prior to it becoming due.
I would like to lodge an official complaint about Garuda Indonesia for their appalling “Customer Service”, how I was treated at a check-in desk and false information given to me about boarding.
I booked with Garuda a so-say “5 star company” to fly from Amsterdam to Kuala Lumpur via Jakarta. When boarding at Amsterdam, I was told I was not allowed to get on the flight unless I showed an onward ticket from Indonesia. I showed them my flight to Kuala Lumpur in Malaysia and I was told it wasn’t acceptable as it wasn’t one of the “valid countries”. I have since found this out to be completely untrue! How do I know it’s untrue? Because I applied for a Visa in Indonesia and booked a flight from Indonesia to Kuala Lumpur in Malaysia and it was accepted! So, if an official Government office can accept a flight out of Indonesia to Malaysia, why couldn’t Garuda?
I was forced to buy a ticket from Kuala Lumpur to Thailand, a ticket I never had any intention of using purely to be allowed to board the flight. This had to be paid for out of my own pocket and I would like a refund for this ticket as it was NOT required. I don’t know what power trip the lady at the check-in desk was on, but it was FALSE INFORMATION which caused me a great amount of distress at that moment in time and upset me greatly.
I do not like to be given FALSE INFORMATION by a company who I supposed to trust and I certainly do not like to be told I cannot board an airline WHEN I COMPLIED WITH FLIGHT REGULATIONS. Just to be clear, to enter Kuala Lumpur in Malaysia, you are given a Visa upon arrival stamp … it’s a completely different country with it’s own visa regulations!! I wanted to leave this comment in public and I will be writing privately for a refund.
I was on the GA714 flight from Bali to Sydney on the 23 April 2017. I was booked on the business class. This section was serviced by 2 air stewardess. I must commend the younger lady who went beyond her normal duty to ensure that we were comfortable. I now know why Garuda Indonesia is one of the top airlines in the world. Keep it up.
I have written to you before and was not happy with the response. I had my phone stolen on your plane 29 January Sydney to Denpasar , also flight going over , no TV was working, so long flight, you also ran out of Indonesian food, again your flight was empty how does this happen. The original response I got from you was shocking. We are frequent flyers and a member of your fly points. No 6008949066667624.
I run my business out of my phone and the amount of money I lost through it was substantial , not to mention once phone was stolen all accounts were hacked and I lost quite a few customers through it. You say have put a report in , rubbish , iv seen so many complaints written here regarding stolen phones and ipads that have been left on plane. The response I got from you that it was my responsibility, how dare you come back with that. Its your responsibility to make sure there is TV working on board , and enough food on board and more importantly screen your staff so you don’t employ dishonest people . I look forward to hearing from you again with a better response.
If I wanted budget airline I would fly Jetstar. Please do not come back with a sorry and hope to see you soon .
To whom it may concern,
I am writing regarding issues we had while making our journey from Sydney to Amsterdam with Garuda Indonesia.
Date 20/7/2016
Firstly we flew from Sydney to Bali on flight garuda indonesia 715 @10.25am 20/7/2015.
Our flight was late taking off therefore, sat on the runway for over 1hour. We arrived at our hotelwith no luggage. We we told we would receive our luggage the following day but did not receive for 3days. We finally received our luggage at midnight. It was disgrace how first 3days spent with no luggage no clothes and promised it everyday from your airline, not good enough.
We continued our journey from Bali to Jakarta flight garuda indonesia 421 @7.55pm. We got got a conncting fight from Jakarta to amsteedam flight 88 @10.30pm. Our flight was delayed from Jakarta to Amsterdam by 2 hours.
We had a connecting flight from Amsterdam to Dublin catch and therefore missed that. We had plans for our families to stay in a hotel in Dublin and had to cancel and lost out on a lot of money. This was a major inconvenience to us and our families who had to book days off work in advance. This as you can imagine was very upsetting. Us and our families don’t have a lot of money so we we absolutely devastated.
We arrived in Amsterdam at 10.30am 30/7/2016. We were handed 2 voucher to attend a lounge while waiting for connecting flight which was not until 5.30pm (7hours) later. We went to garuda help desk and no one was there for help. We walked about with 5 bags of luggage with nobody to help us check in. This is a disgrace after a long flight. This is unacceptable as 2 paying customers to be treated like this. I dont think its acceptable. We were tired and couldn’t get a shower because of lack of help. We are very unhappy with all of this. Firstly with 3 days of our holiday with the baggage and secondly the way we were treated when we missed our connecting flight. We are unhappy customers.
Can you please get back to me regarding this matter.
Regards,
Ciara Roche
I would like to file a complaint against Garuda Indonesia airline and staff due to the outrageous events that took place during my flights on the 10th of April 2015. Never in my life have I been so badly treated by airline staff and I demand explanations and compensation for this unacceptable behaviour. For an airline of your supposed standing, this is unforgivable and I am very tempted to go public with my experience. Please see below the details of the offence.
On the 10th of August 2016, I went on your website to do the online check in for my two flights with your airline, Bali Denpasar to Jakarta (GA 0653 at 14:30) and Jakarta to Abu Dhabi (GA 9927 at 17:30). Upon the check in, I noticed there was something wrong with the time. While I was meant to fly at 14:30, the website announce my flight would not depart until 19:35. Hoping for a glitch in the system, I called your costumer centre. On the phone I was announced that the flight had been delayed, and that therefore my reservation for my Jakarta-Abu Dhabi flight was postponed by 24h. I was never informed of the first delay and never informed that my second reservation had been changed. When I asked about why I was not informed, I was told that it was because my travel agency never supplied an email or contact information. After this call, I called my travel agency where they assured me that Garuda definitely had contact information, so it is unacceptable that changes were done to my reservation without anyone telling me!
When I arrived at the airport, I thankfully was transferred to an earlier flight so that I could make my Jakarta-Abu Dhabi connection. However I was told that the changes that were done to my flight reservations were not reversible. I expressed my confusion as I never demanded those changes, and even though those had been made by your airline, your staff were incapable of dealing with it. They told me that the change could only be reversed by your staff in Jakarta even though it would have been easy enough for your staff in Bali to make the call. Therefore I was faced with the possibility of having my connecting flight reservation postponed 24h, this being done without ever informing me. In the end I was told by your staff in Bali that someone of your airline would be waiting for me at the airport in Jakarta at the arrival terminal and fix all my problems. When I arrived in Jakarta, there was no one waiting for me. I had to retrieve my suitcase (as it wasn’t followed to my second flight) and take a very expensive taxi to your airline costumer service counter. When I arrived at the counter, I was told that I should have organised the change with your Bali staff! So neither your staff in Bali or Jakarta wanted to take responsibility for my case. I was even sent to the Etihad counter. Even though it was a Garuda flight, it was operated by Etihad and basically your staff tried to get rid of me without even an apology. They were very rude but I went to the Etihad counter anyways. There I was informed that the flight was fully booked and that I would have to wait 24h for the next flight, even though I had a booking since a few months already. I have no idea who took the liberty to cancel my seat but this is just unacceptable. Not once did I receive an apology, not once was I told I would be compensated for a 24h delay. From what I understood, Garuda had overbooked on the Etihad operated flight and left me without a seat. In the end I managed to get Etihad and Garuda staff together to try and work out a solution. They then told me we would need to wait until the very last minute to see if MY seat would free up. I asked to be upgraded to business class (I had verified and there were seats available), they refused. For hours your staff and Etihad staff ignored me and carried laughing and having their own conversations in Indonesian. At one point I tried again to ask what was going on and I was actually shushed by your staff! I have never been so humiliated and angry! In the end after much screaming from my part, they reluctantly granted me MY seat in economy class, after claiming for hours that the flight was full! This was totally ridiculous, I almost missed the plane and had to run through the airport. I was NEVER offered an apology for your ridiculous mismanagement.
In my life I was never so badly treated by airline staff. I am not afraid to tell my story and yell it on every roof top. Garuda Indonesia is definitely NOT the world class airline you are claiming to be. On this day you have insulted me, lied to me, refused me my seat on the plane (which is illegal by the way), refused to answer my questions and much more! Your staff actually asked me to thank them for being so gracious as to allow me my own seat on the plane!!! The least you could have done is apologise profusely and offer me compensation and a seat in business for the stress and anxiety you caused me and the time wasted! But no, your staff actually expected me to be GRATEFUL!
I warn you, if you email me back stating that it was Etihad’s fault, I will be very very angry. I want explanations and apologies now for the way I was treated.
Not respectfully,
Marie Seraphim