Review Time
We had a very stressful experience with Agoda and Batik Air regarding prepaid baggage.
We purchased flight tickets through Agoda, and our confirmation email clearly stated that each of the four passengers was entitled to 7 kg cabin baggage + 20 kg checked baggage per person. That means a total of 80 kg of checked baggage for our group.
However, when we arrived at the airport, Batik Air staff told us that no checked baggage was visible in their system. We showed them the Agoda confirmation email where the baggage allowance was clearly specified, but the airline representative refused to investigate the issue, call anyone, or provide assistance. Instead, we were told we had to pay for all 80 kg of baggage again at the airport.
Because our flight was about to depart, we had no choice but to pay a very high additional fee for the baggage.
We have a video of our conversation with the Batik Air check-in representative, who declined to help resolve the discrepancy between Agoda’s booking confirmation and the airline’s system.
We are currently seeking clarification and a refund for the extra baggage charges.
Booked ticket from per-DPS for today
Found they had changed my flight to tomorrow without telling me. Now they have the audacity to make me wait up to 4-5 weeks for my refund. They changed my flight.
Bloody pisspoor customer service and not helpful at all
Steer clear of this airline. Purchasing a ticket means inviting issues. Expect frequent changes to your itinerary, canceled flights, and long hours spent at the airport without any updates. Refunds are nearly impossible; I've been waiting for over a month now.
Traveled from Perth to Kuala Lumpur. The staff were unfriendly, with a crew that came across as rude and impatient. The aircraft appeared somewhat outdated, which wasn't a major issue for me, as I am only 5'2", but others might find the legroom insufficient. While it was a low-budget option, there were hidden costs and strict baggage allowances, leading to a lengthy check-in process. Overall, it was just an average experience for a 5.5-hour flight. I wouldn't choose this service again unless absolutely necessary.
During a transfer in Kuala Lumpur, the airline required all passengers to re-check hand luggage before boarding and forced us to empty our water bottles. After this additional security check, we were made to wait in a closed area. I inquired with several staff members about where we could refill our bottles with drinkable water. I was explicitly informed that there was no access to drinking water and that the only choice was to PURCHASE water on the flight. This was for a 3 hour 35 minute journey. Denying passengers access to basic drinking water, particularly after taking away their own, is unacceptable and inhumane. Water is not a luxury—it's a fundamental human necessity. Expecting passengers to stay dehydrated or to pay for water mid-flight after intentionally removing all alternatives is disgraceful.
While checking in for my recent flights, I was disappointed to see the staff engaging in live streaming and chatting loudly, showing a lack of professionalism in front of customers. Is this acceptable for the service? Additionally, my flight to Kansai was delayed by four hours, and my pre-ordered meal never arrived—four meals were missing in total. I was confused about the situation, thinking I may have made a mistake with my order, but it turned out they simply didn’t serve it. The cabin crew seemed untrained and unaware of their responsibilities. The return flight to KLIA was also delayed by 30 minutes, and again, my meal was not provided. It's concerning whether the employees are adequately trained, as they appeared more focused on their own status than on serving customers.
This was one of the most frightening flights I've ever had and a complete failure on the part of the airline. We were compelled to endure sweltering conditions in the cabin for over an hour without air conditioning, making it unbearable. Passengers were struggling to breathe, with some requesting oxygen, babies were crying, and many were shouting for assistance. I genuinely feared for our safety and experienced severe anxiety — I couldn’t breathe properly and felt endangered. This wasn’t merely uncomfortable — it posed a serious safety concern in 2025. Additionally, the airline lacked sufficient food and drink options, and there was no change available for passengers to purchase anything. This is not how an airline should operate — particularly when the health and well-being of passengers are at stake. I will never choose this airline again and firmly believe they should not be allowed to operate flights to or from Australia until they address these unacceptable safety and service issues. If you prioritize your comfort, safety, and peace of mind — avoid this airline.
Is there any experience worse than 1 star? My experiences with this airline and its associated group have been consistently disappointing. Today, I faced over an hour of delay, and it was dreadful as we had to wait inside the aircraft without air conditioning and without any meals.
I want to express my dissatisfaction with how the service handled my flight experience. My 2-year-old baby was crying and needed to be held during takeoff and landing, but the staff insisted that everyone remain buckled in their seats. While I understand this as an adult, my child did not. The staff's insistence only made my child cry louder. I suggested using a baby seat belt while I held her, but they refused. Why is it necessary to force a 2-year-old to remain in their seat? This was very poor service, and I will not be considering this airline again.
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Maskapai penerbangan dengan layanan penuh yang beroprasi sejak Mei 2013. Batik Air melayani penerbangan ke berbagai kota di Indonesia dan Internasional. Merupakan bagian dari Lion Air Group.
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