My husband and I booked our return flights to Bali in September 2019 for beginning of April 2020 with Garuda Indonesia. We had flown with them for our trip to Bali in 2019 and really rated them, so was a no brainer to choose them over all the budget airlines. Obviously little did any of us know by March we would be in the middle of a pandemic and the world would be shutting down. At the time we were due to fly to Bali the borders were closed, a flight ban was imposed by the Australian government and Australia was in lockdown. When contacting Garuda Indonesia at that time they informed us that a refund was not possible but they were willing to keep our flights on hold and we could fly up to March 2021, which was later extended to June 2021. At the time I thought it was a reasonable compromise and it didn’t seem impossible that we would be travelling internationally by the beginning of 2021.Obviously the COVID situation has changed considerably since then. Our international borders are no where near being reopened, in WA our state borders are closed indefinitely as other states experience experience new outbreaks. It now seems inconceivable that there will be any international travel at all during 2021. The international travel ban remains in place in Australia & Bali even have extended their ban on international tourists until the end of 2020. We’ll be lucky if we can travel interstate at this point. Have reached out to Garuda Indonesia requesting a refund. All my communications have been ignored which is extremely disappointing and appalling customer service. There are other airlines doing the right thing and refunding their customers. People will remember which companies treated their customers right when this pandemic is over. With Qantas we have not been out of pocket with any of our flight bookings which we’ve had to cancel due to COVID. We will make a point of only making our future bookings with companies who value their customers and have treated them well during this pandemic. My next step is to refer my compliant to the ACCC and my local Consumer Protection agency in WA. I really didn’t want to go to these lengths but really feel in have no choice.
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Garuda Indonesia (officially PT Garuda Indonesia Tbk IDX: GIAA) is the national airline of Indonesia.
